Frequently Asked Questions
How do I make sure that my candles are burned safely and properly?
Please refer to our "Candle Cares" page, but here are the essence:
- Trim wicks to 1/4" before lighting, and keep doing so every time before lighting a candle, so it burns cleaner.
- Burn your candles within sight.
- Keep candles away from flammable objects.
- Keep candles away from children and pets.
- Keep candles free of any foreign materials including matches and wick trimmings.
- Only burn the candles on a level, fire resistant surface.
- Do not burn candles for more than 4 hours at a time.
- Stop using when only 1/4" of wax remains.
If I live in Toronto, can I pick up my order in person?
Yes, you absolutely can! If you live around the GTA, you can email us at email@example.com, and we can arrange a mutually convenient time and location to pick up the orders easily.
Do you accept refunds?
If you don't end up liking the scent, we may arrange a refund for you given that the product is returned to us in original condition. Once we have got your returned product and have inspected it, we will issue a store credit for you. The customer will, however, be responsible for paying the return postage for any returned items. Please email us at firstname.lastname@example.org if you'd like to start the refund process. NOTE: the store credit does not include shipping.
Do you accept returns or exchanges?
Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace or refund products damaged during shipment if photo proofs of damage and receipt is submitted to email@example.com within 72 hours of arrival.
I have accidentally put in the wrong shipping information!
If at any point your package is lost in transit or your order is returned to us due to incorrect address input, the customer will be responsible for paying the cost for us to re-ship the product to you. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Do you do custom or wholesale orders?
Yes, of course we love to and welcome custom or wholesale orders, and there are many options we can custom made just for you, at a reasonable rate. Please email us at firstname.lastname@example.org if you are interested.
Where are your materials sourced?
Most of our materials, i.e. wax, containers, wicks, fragrance oils etc., are sourced responsibly from the U.S., Korea, Japan, China, as well as local to support Canadian small businesses.
What is the currency that the items are in your shop?
All items are in CAD$.
Can I request to expedite the order processing?
Yes, you surely can. Email us at email@example.com to let us know your desired due date, and we will access and let you know if it is possible. If yes, we will charge a rush fee depending on how short the turnaround time is.