Frequently Asked Questions

If you don't see an answer to your question here please get in touch through our contact page, we are happy to help.

Which payment methods do you accept

We accept all major credit and debit cards through our website.

What happens once I've placed my order

You will receive a confirmation email to confirm your order.

Once payment has been received, your order will start to be processed. Generally we need around 5-7 business days to make your candles, especially if there are any luxury candles (all custom made) in your order.

You will receive a shipping confirmation email once your order is shipped and receive your tracking information.

Please allow for longer lead times during the busy Christmas season.

 

What about shipping and collection

Once your order is complete you will receive a shipping confirmation email and receive your tracking information.

​Delivery is by tracked courier (generally requiring signature) and can take 1- 3 working days to arrive at your door. Please allow slightly longer for rural delivery.

If your order doesn't arrive or is lost, please contact the courier company in the first instance. Please also let us know as soon as possible, including a query reference number from the courier company so that we can lodge a query from our end as well.

 

If you have chosen to collect your order, you will receive an email to let you know that your products are ready to collect. Please get back in touch with us to arrange a suitable time, usually in the evenings or on weekends.

 

Unfortunately, we do not offer international shipping at this stage.

What is your return policy

Rest assured! We want you to be happy with your purchase!

If you are not 100% satisfied with your purchase we can happily exchange it, if the candle is in saleable condition. 

Please get in touch with us within 30 days of purchase to let us know that you intend to return, and simply pop it back on the courier back to us. It will be your responsibility to cover the postage fees for returns.

 

If you receive goods that are damaged please get in touch within 5 days of receiving the order so we can sort it out for you. You can contact us through Facebook/Instagram or email me at candlefreakcandles@gmail.com

Please refer to our Terms and Conditions HERE  for further information.

 

If you have any other issues, please get in touch asap.

We would love the chance to discuss the problem with you and resolve it.

What are Candle Freak candles made from

Our candles are hand made with 100% natural soy wax and are white in colour (no artificial dyes or additives) They are mixed with high quality fragrance oils (Phthalate free) to give a lovely clean, long burning candle.
We use natural cotton wicks with a paper core.

 

Why does my candle have white crystals around the edges

This is called Frosting, It is a crystal growth of the vegetable oils around the edges of your candle. It is a natural characteristic of soy and is a way that you can tell that your candles are made with 100% pure soy wax.


Frosting can be prevented by using additives in the candle wax but we prefer to use 100% natural soy wax.
Frosting does not affect the performance of your candle in any way, it just adds a bit of character to your natural candle.

 

Why does my candle look like it has air bubbles in it

These are called Wet Spots. They occur where the soy wax has not adhered fully to the sides of the jar and they can look like air bubbles against the glass.
While we do our best to avoid these, but sometimes they just occur. However rest assured they won't affect the quality or the burning of yur candle.

They are usually caused by expansion and contraction of the soy wax during the setting process, seasonal temperatures can also affect wet spots.

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Parklands, Christchurch

by appointment only

candlefreakcandles@gmail.com

©2019 by Candle Freak