FAQ'S

OUR FREQUENTLY ASKED QUESTIONS ANSWERED FOR YOU!

OUR PRODUCTS

As your custom candles are made to order, in most cases you will need to wait 72 hours for our team to pour, cure and pack your order.

Our products are hand poured by Cameron himself in Melbourne, Australia, using only the best ingredients: 

• Australian Made
• Eco-friendly Superior Cocosoy – natural soy bean and blended Coconut wax
• Vegan friendly
• Cruelty-Free (and not tested on animals because we love animals!!)
• Pure cotton wicks
• High quality fragrance and essential oils
• Quality glass jars

Did you know that soy candles burn at least 50% longer and are cleaner than paraffin candles. They burn evenly so there is little wax left on the side of the jar.

Our jars are reusable as well, so once you're finished simply wash out with hot soapy water and use them to store whatever you like in it. Millie uses a few for her paintbrushes and scrunchies!!

Make sure to check out the candle care instructions on how to get the best out of your candles!

 

 WHAT SIZE ARE THE CANDLES?

We currently offer one size in our candle range. Our candles are poured in cylindrical glasses that are 95mmW x 105mmH. Each candle has an estimated burn time of 50-60 hours. 

All Camdles glassware is ‘candle-tested’ in the production phase.

Not dishwasher safe, so we recommend a damp cloth to wipe any excess dust from the inside only.

To get the most out of your Camdles we always advise that you follow the enclosed burning instructions or visit the candle care section for more info.

 

 CAMDLES CANDLE CARE.

 SAFETY PRECAUTIONS

• Never leave a burning candle unattended. Extinguish all candles when you leave a room or before going to sleep.
• Follow the 2-foot rule: don't place a burning candle within two feet of clothing, books, curtains, or anything flammable.
• Keep lit candles away from draughts, ceiling fans and any air currents. Any form of air current can cause uneven burning, smoking, diminish the scent throw and even decrease the burn time.
• Trim the wick to 5mm each time the candle is lit. This helps prevent the flame from getting too large.
• Keep candles out of reach of children and pets.
• Place candle holders on a stable, heat-resistant surface that is sturdy and large enough to catch any melted wax.
• Always read and follow manufacturers' directions for use and safety and extinguish a candle if the flame gets too close to the candle holder
  or container.
• Place burning candles at least 10cm apart from one another.
• A burning candle should not be used as a nightlight.
• A candle should not be burned for more than four hours at a
  time.
• Do not burn the candle if the container is cracked, chipped,
  scratched, or damaged in any way.
• If the candle is burning correctly, it should be upright
  with a constant (not flickering) teardrop shape.

THE FIRST BURN IS THE MOST IMPORTANT:

When you light your candle for the first time, always allow the wax to burn so that it melts across the entire surface to the edges and pools to the edges of the container. This will effectively assist in preventing tunnelling and help promote an even burn for the duration of the candle's life.

WHEN TO TRIM AND WHAT IS THE BLACK RESIDUE AROUND MY CANDLE
GLASS?

A candle wick requires trimming between burns or if the candle
has been burning continuously for two or more hours. When trimming, always extinguish the flame, let the candle cool down to room temperature, remove any wick debris, and trim the wick before relighting. The wicks should be trimmed to about 5mm from the wax, only then will the candle stop emitting carbon - the black residue. If there is black residue on the glass of your candle jar, use a dry piece of paper towel and wipe clean.

WHY IS IT IMPORTANT TO STOP BURNING WITH 1CM LEFT OF WAX?:

We ask that you stop burning your candle at the 1cm wax mark as there may not be enough wax left in the candle to absorb the heat of the flame, which can lead the glass to become very hot.

MY CANDLE GLASS CRACKED, WHAT HAPPENED?

Candle glass may crack due to an array of reasons. The most common cause of glass cracking is if there wasn't enough wax left to absorb the heat of the flame, making the glass very hot, which can cause the glass to crack after an extended period.

SPILT WAX REMOVAL:

If you accidentally spill candle wax, ensure that you let it harden so it can be easily removed in pieces. Cover it with paper towels, newspaper, or similar spare material you have lying around and gently press with an iron on low heat. The spilt wax should melt and absorb into the paper.

 

 WHAT CURRENCIES DO YOU ACCEPT?

All of the prices on our website are displayed and processed in Australian Dollars – AUD. All prices include GST (Goods & Services Tax).

 

PAYMENT OPTIONS

You can use Afterpay, Mastercard, Visa or American Express credit card

 

SHIPPING & DELIVERIES

As we hand pour and customer make your order especially for you in most cases you will need to wait 72 hours for our team to pour, cure and pack your order. 

For Australia wide we use Sendle for our standard shipping service, delivery can take between 7 to 10 business days (depending on your location). A flat shipping rate between of $14.99 - $29.98 for standard shipping will be applied at checkout. Please note this is based on weight of purchases. 

Once your order is dispatched, you will receive email confirmation and tracking information. 

We will not cover the cost of postage for parcels sent back to us due to the incorrect address given or if your parcel is not collected in time. Please make sure your address, including suburb and postcode are correct. We are not responsible for packages that go missing due to the wrong postal addresses provided.

At times shipping can be impacted time to time due to unforeseen events, however we will do our utmost best to have your gorgeous products to you as soon as we can.

If your parcel is not delivered within the Carriers guidelines, we will lodge a Parcel Enquiry from our end. Once the outcome of that enquiry is known, then a decision will be made to resend you your order, this is reviewed on a case by case basis and not necessarily guaranteed.

Each carrier has their own terms and conditions, to view these please see below:
Sendle Terms and Conditions: Click here

 

 CAN I CANCEL OR MODIFY MY ORDER?

 Unfortunately, we are unable to cancel or make any amendments to any online orders after your order is placed.

Amendments may include but are not limited to change of delivery address, changes to types and sizes, adding or removing items, applying discounts or full order cancellations.

Please ensure all the details you provide are full and correct at the time of order placement.

 

RETURNS & DAMAGES

RETURNS:

Because our items are handmade, we do not currently accept returns. Unfortunately, we cannot offer refunds or exchanges if you do not like your scent(s) upon receipt. Because you are choosing to order online without previewing the scent, please know that you are ordering at your own discretion. You will find all fragrant notes in each candle listing, but please reach out if you have any concerns about potential sensitivities.  We cannot accept any returns of candles that have been lit.

DAMAGES:

Unfortunately, we are posting a delicate product and from time to time the glass may break. We sincerely apologise if this happens to you. Damage is very rare because we package our products very well. When damage occurs, we understand it is very disappointing for you, so we try very hard to replace your item as quickly as possible. It’s also devastating for us because we work hard on every product, we make but we can’t predict how they are handled along the way.

Email us at CamdlesHQ@gmail.com and we will be in touch.

Please note that photographs of the damaged items in question are required for us to process any replacement or refund, so please be sure to include them in your email.

We do not ship to countries outside Australia at this moment. Please email us at CamdlesHQ@gmail.com if you live outside of Australia and we would be happy to discuss with you further.

 

DO YOU HAVE A PHONE NUMBER I CAN CALL?

As we are a small team, we make our products to order with lots of love and care. To create the most amazing products for you we keep our studio free of distractions.  As such we do not offer phone support but instead offer prompt email support. So, send us an email at CamdlesHQ@gmail.com and we will get in touch with you as quick as we can.

 

DO YOU OFFER CUSTOMER LABELS?

Do you have a special message for someone- email us at CamdlesHQ@gmail.com to discuss further. We will try our best to assist.

 

DO YOU MAKE PARTY FAVORS FOR SPECIAL EVENTS?

We would love to be part of your special day. Email us at CamdlesHQ@gmail.com and we will try our best to assist.

 

WHOLESALE ENQUIRIES

We would love to hear from you, if you’re interested in stocking Camdles in your space then please get in touch. Email us at CamdlesHQ@gmail.com

 

ARE MY CREDIT CARD DETAILS SECURE?

Yes. We use secure payment gateways. That means we will never see your credit card details or have that information on our system.

 

WHAT ABOUT SECURITY, PRIVACY, COOKIES AND THINGS LIKE THAT?

Just head to our Privacy Policy Page. This is where you’ll find all you need to know about what data we collect and what we do with it.

 

HAVE ANOTHER QUESTION?

Have a question that we haven't answered then email us at CamdlesHQ@gmail.com and we will do our best to assist.