FREQUENTLY ASKED QUESTIONS
Products
What kind of wax do you use for your candles?
We use natural waxes for our candles. These waxes are renewable, sustainable, and environmentally friendly.
Are all your candles scented?
We offer a variety of scented candles crafted with high-quality fragrance oils. But we also have unscented options available for those who prefer fragrance-free candles.
Why my candle wax has some seperation after cooling?
Imperfections such as slight separation or irregularities may occur in our candles due to their handmade nature and the natural variations of the wax. We take pride in using only natural ingredients and avoid harsh chemicals or artificial additives that may create a uniform appearance. While these imperfections are normal and may occur after cooling, rest assured that they do not affect the integrity or performance of the candle.
How long do your candles burn?
The burn time of our candles varies depending on factors such as size, fragrance, and environmental conditions.
How should I care for my candles to ensure optimal performance?
Soy wax candles need a little extra love to ensure a great burn
Each time you light your candle, be sure to let the wax melt completely to the edges of the container, this will ensure an even burn
Trim the wick to 5mm before each use. This will prevent glass (of the container candle) from turning black and help the flame burn more evenly.
Do not burn continuously for more than 4 hours
After allowing the candle to cool for few hours, use the lid to keep dust out and enhance the candle’s aesthetic appeal
Discontinue when 1cm of wax remains, or when the candle will no longer stay lit, as glass may shatter
Do not leave candle burning unattended
Keep burning candle out of reach of children & pets
Can I re-use my candle vessel?
Repurposing your candle vessel is a great way to give it a new life and reduce waste. Here are a couple of ideas:
- Refill with our specially made candle refills: Keep the vessel and refill it with one of our specially made candle refills. It's an eco-friendly way to enjoy your favorite scents again and again.
- Interior decor: Clean out the vessel thoroughly after use and use it as a stylish container for storing small items like jewellery, cotton balls, or make up brushes. It adds a touch of elegance to any space.
Do you offer custom candle orders?
Yes, we offer custom candle orders for special events, weddings, parties, and corporate gifts. Contact us to discuss your specific requirements, and we'll work with you to create the perfect candles for your needs.
Customer Support
Do you offer international shipping?
Yes, we offer international shipping to select countries. Please check our shipping policy or contact us for more information on international shipping options. Shipping rates are automatically calculated at checkout based on your country.
I haven't received my refund?
Once we receive your returned item, we will process your refund within 1-3 business days. Refunds may take up to 7 business days to appear on your account, depending on your financial institution's processing times. If you haven't received your refund within this timeframe, please contact our customer support team at hello@elevensy.com We will investigate the issue and provide you with an update on the status of your refund as soon as possible.
What if my item arrives damaged or defective?
If your item arrives damaged or defective, DO NOT use it. Please contact our customer support team immediately. We will provide instructions on how to return the item for a replacement or refund, depending on the circumstances.
Do we offer local pick up?
At this time, we do not offer local pick up. However, we are continuously exploring options to improve our services, and we hope to offer local pick up in the near future. Please stay tuned for updates on our progress and any changes to our pick-up options.
I'm interested in doing a collaboration or partnership with you!
That's fantastic news! We're always excited to explore new collaborations and partnerships. Please reach out to us at hello@elevensy.com to discuss your ideas further. We look forward to hearing from you!