FAQ
Frequently Asked Questions
Welcome! We've put together answers to some of our most common questions below. We hope this helps, but if you can't find what you're looking for, Chloe (our feline supervisor) insists you get in touch!
Our Candles & Products
Q: What are your candles made of?
A: We use different high-quality waxes depending on the candle's design. Our container candles and some sculptural pieces are made from 100% natural soy wax. For our more intricate sculptures, we use a custom blend of more than 50% soy wax with a small amount of mineral wax to ensure the beautiful details hold their shape perfectly. All our candles feature clean-burning, lead-free cotton wicks.
Q: Why does my soy wax candle have a white, frosty layer?
A: That's a great sign! It’s called "frosting," and it's a completely natural characteristic of pure soy wax. It proves that your candle is made from high-quality, natural ingredients and won't affect its performance or beautiful glow in any way.
Q: Your sculptural candles are like art! Are they meant to be burned?
A: Yes, they are designed to be burned and enjoyed! However, because they don't have a container, it's essential that you always place them on a heat-resistant dish or tray to catch the melting wax and protect your surfaces. Of course, they also look stunning as a permanent decorative piece.
Q: Are all your candles identical?
A: As every candle is lovingly hand-poured in small batches here in London, there may be slight variations in colour or minor imperfections. We believe this is part of the charm of a truly handmade product that makes each candle unique.
Ordering & Production
Q: How long will it take to make my order?
A: We believe in quality and freshness. To ensure every candle you receive is perfect, we prefer to make them upon order rather than keeping a large stock. This means your candle is freshly made just for you! Please allow 3-5 business days for us to hand-pour, cure, and carefully pack your order before it's ready for shipping.
Shipping Information
Q: Where do you ship to?
A: Currently, we ship to all addresses within the United Kingdom. We hope to expand to international shipping in the future, so please follow our Instagram for updates!
Q: How long does shipping take?
A: Once your "made to order" candle is ready (after our 3-5 day production time), shipping with our standard service typically takes another 2-3 business days. You will receive a dispatch confirmation email with tracking information as soon as your order is on its way.
Q: How much does shipping cost?
A: Our standard UK shipping rate is a flat fee of £[Your Price Here]. We are pleased to offer free standard shipping on all orders over £[Your Free Shipping Threshold Here].
Returns & Exchanges
Q: What is your return policy?
A: We hope you love your Chloe Candle, but if you need to make a return, we are here to help. We accept returns of unused and undamaged products in their original packaging within 14 days of delivery. Please email us first at support@chloe-candle.com to initiate a return. Please note that the customer is responsible for the cost of return shipping, unless the item is faulty.
Q: What if my candle arrives damaged?
A: Oh no! While we pack every candle with the utmost care, accidents can sometimes happen in transit. If your order arrives damaged, please email us at support@chloe-candle.com within 48 hours of delivery. Be sure to include your order number and a photo of the damaged item and packaging so we can resolve it for you quickly.
Still have a question?
We're here to help! Send us an email at support@chloe-candle.com and we'll get back to you as soon as we can.