FAQs

We have attempted to answer the most frequently asked questions, but please feel free to contact us at info@candwax.com if there's anything else you would like to know.

1. When will my order arrive?

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at info@candwax.com with your name and order number, and we will look into it for you.

2. My candles arrived broken.

If your you received your candles broken, please contact us at info@candwax.com with your name and order number. Please attach photos or videos of the items damaged and we will do our best to solve the problem.

3. My candles are melting.

To avoid the dripping, please follow the rules of use of our candles:

- Do not leave in direct sunlight.
- Do not leave in strong air currents - candles might start dripping.
- Place on the flat surface.
- Use a candle extinguisher - that will help avoid uneven melting and smoking.

4. There is black smoke coming out from my candle.

Please trim the wick's end a bit each time before lighting the candle to avoid the black smoke.

5. For how long does the candle burn?

The time of burning depends on the candle's type. The average burning time for our candles is:

- up to 10 hours for taper candles;
- up to 40 hours for cube candles;
- up to 75 hours for skull candles.

Please check the description of each item for the accurate information.