FAQ

 

Who are we?

My name is Kayleigh and I started this business early 2018 as a little side business while I was at uni full time studying. I never imagined how much would it would take off and how much support I would receive. I am forever grateful for each and every purchase and I thank everyone for believing in me as a small business.

How long is the processing time for orders?

  • For event favours/custom products please allow 2 weeks processing time
  • For standard products please allow between 5-10 days
  • If you need your order rushed please add a $10 rush order fee to your cart
  • Please keep in mind i am only one person and i try my hardest to get orders out as quick as possible (with the help of my amazing partner)

 

How do I add my personalisation I want to an order?

There is a notes box at check-out, please specify your order customisations including fonts, colours, texts etc

Does free shipping exclude any products?

Our free shipping code excludes orders for mini jars due to each jar needing to be individually wrapped.

Can I put my personalised products in the dishwasher?

No our personalised items such as our drink bottles are strictly hand wash only.

Can the chocolate bars be personalised to match the theme of my event?

We can essentially do any design for the chocolate bars please specify in the personalisation section when ordering

Please note by purchasing our chocolate bars you give us permission to take the old wrapper off the chocolate bar and replace with a new wrapper.

Where is local pick up?

We are located in Officer 3809 VIC

If you wish to pick up your order please choose local pick up at check out

Once your order is ready i will send an email and let you know and give you the address and pick up details.

How should I store and care for my soy candles?

Store your soy candles in a cool dry place as soy wax can soften in temperatures over 25 degrees.  Avoid direct sunlight.

Remember, candles are a lifestyle choice and care should be taken when burning soy candles. Don’t leave them unattended. Keep them out of the reach of children and pets. Always position candles on a flat and heat resistance surface.

Is there a recommended burn time for my soy candles?

Yes. The recommended burn time for soy candles is no more than 3 hours at a time.

Should I do a “first burn” with my new soy candles?

A “first burn” is when you light a candle for the first time and burn it for a number of hours until a full soy wax pool has formed at the top of the candle. By doing this you will get a long even burn without creating tunnelling. Once this has happened, you are free to blow your soy candle out if desired.

What do I do when my soy candle is not burning evenly?

When more wax can melt than the flame can burn, this makes the wick black. This is called “mushrooming” and occurs with 100% cotton wicks or wooden wicks. Blow your soy candle out, trim the wick, and light it again for an even and efficient burn. Try not to let your wick cuttings fall into the wax pool. 

What happens when my soy wax candle has bubbles?

It is normal to see bubbles occur in natural soy candles. The candle is not faulty and the burn time remains unaffected.

Should I burn soy candles all the way to the bottom of the jar?

While burning your soy candle, the ceramic or glass jar becomes very hot. If this continues all the way to the bottom of the jar, it may break. To prevent any safety issues, burn your soy candles to about 1cm from the bottom of the jar and remember to use a candle plate or a similar heat resistant surface to place your soy candles on.

How often should I trim the wick of my soy candles?

Trim your wick after every burn. Do not trim the wick too much as a short wick will create smoke and uneven burning. Approximately 6-10mm should prevent mushrooming.

How long should I wait before I can relight my soy candles?

Allow your candle to cool down before you relight it. This allows the wax pool to solidify and keep an even burn throughout the life of the soy candle.

 

How to wash your container once the whole candle has melted?

Soy wax is water soluble so you can wash our soy candle jars with hot soapy water. However, never pour your wax in the drains (the wax will solidify and clog your sink).

Why is my soy candle smoking?

Smoking may happen when the soy candle is in a draft or if the wick has gotten too long. Always keep the candle away from drafts and make sure you trim the candle wick regularly to a length between 6-10mm.

Refunds/exchanges & returns

We do not accept returns for change of mind. We can't accept returns/exchanges for personalised products for obvious reasons. 

If an item received is damaged or faulty we will replace or refund once we have investigated the issue and seen proof of damage/fault - this could be in the in the form of photos or in some cases, sending the item back to us.

If an item is required to be sent back to us, we will reimburse your cost in getting the product posted to us upon receipt of the order.
If you are unhappy with a product or your order for any reason we welcome you to email us to discuss. We are always happy to work with you to reach an agreeable outcome, however we are only obliged to refund or exchange if your order is faulty or incorrect.
Can you ship to PO boxes?
We can not ship to PO boxes.
What postage services do you use?

99% of our parcels are sent using Sendle with an authority to leave unless stated otherwise.

If Sendle is not available item will be sent with Australia Post.