FAQ

Welcome! Thanks for visiting the Frequently Asked Questions page. We hope your questions are answered here, but if not, feel free to fill out the contact form at the bottom of the page and we'll be happy to help! 

 

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Why won't my wick stay lit?

Wooden wicks are awesome - but they can also be picky with their burning conditions. We still love them! Depending on the issue, the solution may differ. Use the guidelines below to troubleshoot your wick. If it's still not working, don't hesitate to contact us!

My wick is lit, but it's drowning in wax (very small flame).

Sometimes this happens when the wax isn't pulled up to the wick fast enough while burning. It happens sporadically. One time you light it and it's fine, then the next it's drowning. Not to worry! Try these simple steps to bring life back to your candle. 

  1. if your wax has melted to the edge of the jar, blow out your candle and let the wax re-harden. Trim your wick and re-light it! If it happens again, continue onto step 2. 

  2. When the melt pool is larger/melted all the way to the edge, fold up a piece of paper towel so its about 2 inches wide. Blow out your candle and absorb some of the wax to give it some room to breathe. Don't soak up all of the melted wax, just a bit at a time! Trim your wick, and relight your candle. 

  3. If steps 1 and 2 didn't work, please reach out to us with pictures/video so we can help!

My wick won't stay lit/keeps going out. 

This happens when the wick is too long or the candle has started tunnelling. 

  1. If you haven't already, trim your wick. You can do this by taking a tissue and breaking off the flakey burnt part of the wick. Discard. Relight your candle and let the wax melt to the edge of the jar before blowing out. If it still won't stay lit, continue to step 2. 

  2. Does your jar have wax around the edge of it? This is called tunnelling. It happens when the wax isn't allowed to melt to the edge of the jar before it's blown out. To fix this, grab a knife and scrape out the excess wax around the edge of the jar (use the excess in your wax warmer, if you have one!) Trim your wick, and relight. Allow your wax to melt to the edge of the jar before blowing it out.

  3. If steps 1 and 2 didn't work, please reach out to us with pictures/video so we can help!

Do you offer returns or exchanges? 

We will offer returns and/or exchanges on products that are not performing as they are supposed to. Before we accept a return or exchange, we may ask for photos to confirm an issue. The following are common scenarios where we will accept a return and/or exchange. If you feel that your situation does not apply to the following, please reach out the us for further assistance. 

My package (or part of it) arrived broken.

  1. Please reach out to us with photo proof that the contents of your package (or part of it) has arrived broken. 

  2. A replacement will be mailed to you at no extra cost. 

My candle isn't performing well.

  1. Please ensure you have tried the above steps to help jumpstart your candle again. 

  2. If the steps above have not helped, please reach out to us with photos to help us diagnose the problem. 

  3. Tunnelling candles will not be replaced due to misuse.

  4. You will receive store credit (account required), or get an exchange if we determine your candle is not performing to our standard. 

I don't like the smell of my candle.

  1. If you prefer to smell before you buy, we encourage you to visit our retail locations, or visit us at a market event.

  2. If you don't like the smell of your candle, you can reach out to us and receive store credit (account required) in the amount the candle cost. It is your responsibility to either ship the candle back to us at your cost and in perfect, unused condition, or drop it off in perfect, unused condition. If we determine your candle is not in a condition where we can resell it, your store credit will not be issued. *Used candles will not be accepted.* 

I purchased a sale item. Can I return or exchange it? 

  1. All sale items are final sale unless a performance issue arises. 

  2. In the event of a performance issue please follow the steps in "why won't my wick stay lit?" to resolve issue or contact us. If the issue is not resolved, a store credit will be issued (account required). Because sale items are usually low in stock, an exchange for the same scent is not always possible. If it is possible to replace with the same scent, that option will take precedence over a store credit. 

 
 

Where is my package?

My package says delivered, but I don't have it.

  1. If you have entered your shipping address wrong at checkout, we are unable to correct it after it has been sent. Please double check your address to ensure it is correct. 

  2. If the address is correct and the tracking number says it's delivered, but you have not received your package, please contact the courier and us to ensure we get the issued resolved. 

Why hasn't my package been shipped?

  1. Our turnaround times vary based on the time of year. Please note what our turnaround time is at checkout and other locations on the website. We try our very best to get packages out as soon as possible, but sometimes we require the full turnaround time. Turnaround times DO NOT include weekends and holidays. 

  2. If it has been longer than the given turnaround time, please feel free to reach out for an update on your order. It's possible the tracking number wasn't updated, or we are just slightly behind.

 
 

I would like custom candles for my event.

  1. We would love to be a part of your special event! We offer custom labels and custom scents (subject to extra charges). If you would like a pricing quote, please fill out our contact form here.

  2. We do have minimum order quantities for custom orders to qualify for bulk pricing. If your order does not qualify, you will be charged the regular candle price, plus any additional costs of custom labels/scents. Please don't hesitate to reach out for quotes. 

I need to order a lot of candles. Can I have bulk pricing?

1. We do have minimum order quantities set in place for bulk pricing. If you would like more info, please contact us with the quantity and size you would like.

2. Wholesale pricing is reserved for storefronts and online shops that would like to carry our products. If you would like to apply to be a wholesaler, please click here. Include your store name, and location in your application. If accepted, we will reach out to you with a password to access the wholesale section of the site. 

Can I order custom candles?