FAQ
Orders & Shipping
Where do you ship from and to?
We hand-pour and ship from Belgium. We currently ship within Belgium and to nearby EU countries. Shipping options and rates are shown at checkout.
How long will my order take to arrive?
Processing usually takes 2-3 business days. Typical transit times: Belgium 1–3 business days, EU 3–7 business days. You’ll receive a tracking link as soon as your parcel ships.
My package is missing or arrived damaged—what do I do?
If tracking shows “delivered” but you can’t find it, check with neighbors and your building/concierge first, then contact us. For damaged items, take photos of the box and candle and reach out within 48 hours so we can make it right.
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Candle Care
What are your candles made of?
Our candles are 100% soy wax with lead-free cotton wicks and carefully selected fragrance oils—hand-poured in small batches in Belgium.
How do I burn my candle for the best results?
First burn: let the wax melt to the edges (about 2–3 hours) to prevent tunneling.
Trim the wick to ~5 mm before each burn.
Burn in 2–4 hour sessions on a heat-safe surface, away from drafts, pets, and children.
Stop burning when ~1 cm of wax remains.
Why does my soy candle have frosting or small surface changes?
That’s a natural characteristic of pure soy wax and does not affect performance—it’s purely cosmetic.
Returns & Exchanges
What is your return policy?
Unused candles in original condition/packaging can usually be returned within 30 days of delivery (custom orders excluded). We follow EU consumer guidelines—please check our Returns Policy page for full details and instructions.
My candle has a manufacturing issue.
We’re so sorry—email us with your order number, description, and clear photos. We’ll replace or refund according to our policy.