Frequently Asked Questions
What is your Refund Policy ?
You may return new, unopened, unused items within 3 days of receipt of product for a full refund. Return shipping costs are the buyers responsibility.
We will pay the return shipping costs
IF the return is a result of a defective product.
*** Not properly burning your candle according to instructions and not keeping wick trimmed according to directions DOES NOT constitute a defective product***
What do I do if any items arrive damaged or broken?
If your candles arrive broken or damaged, please use your tracking number and take pictures of the broken or damaged candles and the address on the box to file a claim with the United States Postal Service. Every box goes out with $100 dollars worth of insurance to protect you and your purchase.
Make sure you include a picture of your receipt, which is enclosed in the box, and file for shipping as well as each item that is damaged. We pack our boxes very carefully to ensure a protected shipment; however, sometimes the postal service damages the boxes in shipment. We also cover our boxes in "FRAGILE" stickers to make sure the postal service is aware of glass. This damage is out of our control and very unfortunate. The check they send to you for reimbursement allows you the monies to repurchase said damaged items.
Once the shipment leaves our hands we cannot be responsible for the postal service and their errors.
When should I discard my candle?
When your candle has melted down to 1/2 inch from the bottom of the jar...extinguish the candle and let cool before discarding. It is an absolute fire hazard to burn a candle past 1/2 inch from the bottom. This is a safety rule for ALL CANDLES no matter who you purchase them from!!!
This is part of the safety instructions from The National Candle Association!!
What is the best way to burn my candle?
Keep wick trimmed to 1/4 inch at all times. The wick should be trimmed EVERY 2 HOURS OF BURN TIME!!!! Simply extinguish the flame, let the candle come to room temperature, and trim the wick to 1/4 of inch before relighting. Discard the piece of trimmed wick. DO NOT LEAVE TRIMMED WICK REMNANT SITTING IN THE CANDLE!!!!
IMPORTANT INFORMATION !!!!!
** NEVER leave a burning candle unattended!!!!
** TRIM the wick before you light the candle every single time!!
** FIRST burn should be long enough to allow melt pool to reach perimeter of the jar on all sides to create the “candle memory” and eliminate any tunneling!!
** KEEP candles away from children and pets!!!
** DO NOT burn candle in an area with a draft!!
Do you scent your candles with essential oils?
No, essential oils have a very hard time binding with soy wax causing them to "bead out" and potentially be a fire hazard. We use high grade, phthalates free, Vegan friendly fragrance oils. There are A LOT of essential oils that are absolutely hazardous to pets!!! If you purchase a candle from another manufacturer that is scented with essential oils and you have pets, make sure that the essential oils are safe for pets to inhale (there are only a handful that are safe for our fuzzy family members). This is very serious and I urge you to do your research on essential oils and pets!
Why does the coloring look different?
Because we pour in small batches, there may be a slight difference in shade of coloring based on the batch.
What is Soy Frosting?
Your candle might appear to have some frosting in it. Frosting is a natural characteristic of soy wax. It is not a flaw, and it is strictly unique to soy candles. Actually, many customers like seeing some frost spots as it is a way to tell if the candle is made with all-natural soy wax. Frosting does not effect the scent throw or the burning properties of the candle. Frosting is a particular crystalization of soy. It will cause the candle to have a white patch which is simply a characteristic of that crystal structure, but has nothing to do with the candle "drying out". To minimize frosting, try to keep your candle out of direct sunlight. Even changes in the weather can cause additional frosting. It is almost impossible to stop the soy wax from blooming (frosting). It's just one of the beautiful and natural features of this wax.
What are the liquid beads on top of the candle?
“Soy Sweat” is caused by temperature variations and is simply due to the expansion and contraction of the soy wax. “Soy Sweat” is a natural reaction of soy wax to extreme changes in temperature. Since soybean wax has a lower melting point than paraffin wax, it can release excess moisture that it cannot hold (usually due to extreme temperature changes due to shipping – i.e. going from hot trucks to air-conditioned environment or going from cold trucks in the winter to heated stores). You can leave it or wipe it out with a tissue or paper towel. Sweat from soy candles will NOT affect the burn quality and will generally not show up again after your first burn. For optimum performance of soy candles, please store in a cool area out of in-direct and direct sunlight. Since our soy candles are highly scented they are more likely to sweat when warmed during shipping. It is recommended that you blot the top with a Kleenex or paper towel to prevent spillage.
Burn your candles in LOVE & LIGHT
~ Denise & Lonny