La Surprise

Candles may become discolored or faded if exposed to strong light for extended periods of time, or stored in warm or humid locations. We do not recommend placing candles in direct sunlight, fluorescent lighting, or other strong lighting for long periods of time. The wax softens at temperatures above 26-27 degrees Celsius. Store candles in a cool, dry place if you are storing them for an extended period of time.

For the most part, yes, but it depends on the situation. Cut the wick when it needs to be cut. If you see a mushroom on the top of the wick, you should definitely cut the top or if the wick looks very long. When cutting, cut the wick to 10mm before lighting the candle. Or, if at any time your flame gets too big and you see smoke, simply extinguish the flame, cut it and relight it.

If you don't cut the wick, problems can occur. Any candle wick can "mushroom" at the top, which can lead to excessive flickering, smoke, and/or soot. Cutting the wick can make the candle safer and last longer. It can also prevent the wick from twisting back into the wax.

The burning profile and texture of wooden wick candles can vary. Due to the nature of the raw wood, no two wooden wicks are exactly the same. This may cause differences in the combustion method.

Between burns, break/cut the black tip of the wick and relight it. Wood wicks sometimes struggle to burn or burn at the same rate. Cut off as much of the black charred part as possible, which is easy to break off with a new one.

There are a few ways to do this. It is important to note that if possible AVOID blowing out the FLAME as this will definitely cause excessive smoke. This is also dangerous because you can accidentally blow out the melted wax. So if you do, please do it gently.

Having a “Candle Flame Extinguisher” is ideal as it is a smokeless way to kill the flame. You can also use a candle lid if it is fire/heat resistant and safe. The lid pulled over the candle smothers the flame in seconds.

This can happen for a number of reasons. First, make sure you cut the wick properly as mentioned above. Second, constant or random drafts can also cause puffs of smoke. For example, if your candle is a window, door, vent, etc. is next to it, the draft disturbs the flame and it dances around and produces smoke. Also, if your candle is in a place where people often walk past it, it can also cause puffs of smoke. Unless it's permanent, there's nothing to worry about.

Carbon buildup, also known as “mushroom,” can occur with any wick or wax. It occurs most often in strongly scented candles, as the fragrance oil travels up the wick as it burns. This is completely normal, however it must be removed by cutting the wick before re-igniting as mentioned above.

In a way, the mushroom head is a nice reminder that "hey, I need to cut my wick". (Please remember to give the candle enough time to cool and harden before attempting to cut the wick, as you don't want any wick debris to fall into the wax.

No, not at all. It was illegal for a while, but we have never used lead wicks and never will.

Staying a little on the wall is normal, especially towards the top and middle of the candle. He usually catches up. But a small amount of wax build-up is completely normal. It is best to avoid excessive amounts (more than 6mm) and in extreme cases burning a hole in the middle (tunneling), this can happen for a number of reasons.

Several factors can contribute to the formation of the tunnel. One reason is improperly or cheaply made candles. Another error during production, typically with the wick. It is not enough to just burn the candle, you have to burn it for 3-4 hours per burn.

We use premium quality ingredients and all of our recipes including wax, fragrance and wick have been thoroughly tested together. This does not necessarily prevent the problem from occurring in 100%, but it drastically reduces its chances.

Every time you burn a candle, try to burn it at least until the wax pool reaches the edge of the container (or very close to the edge)… even if it's just barely there. This is an average burning time of 3-5 hours depending on the container and/or the number of wicks. Your candle will often recover on its own when it burns out, but if the tunnel is small, it may not be able to.

Most orders are shipped within 1-3 days, assuming the products were in stock, the order has not changed, and depending on the shipping service selected during checkout. In the event that there is a special delay due to unforeseen circumstances, we will contact you.

Yes, we have a transfer point, so HP is currently possible between 8:00 a.m. and 8:00 p.m. at a pre-arranged time. Please do not leave without consultation.

It usually takes +1-3 days if everything is available.

Often yes. However, we use discretion in this. If warm temperatures/extreme heat are expected, we will try to limit shipping to the beginning of the week. So the candles don't sit in the hot trucks on weekends. Please be sure to plan to have someone at home to take delivery (especially in the summer) to reduce the risk of your candles sitting on the hot porch for hours/days.

Due to the risk of ordering candles during the hot months, we are not responsible for melted candles and other wax products. Although we insure all of our shipments, we do not cover melted wax.

To avoid problems, we recommend the following tips:

* We recommend delivering to a location where you know someone will be present. With the exception of your home, if someone is there, maybe a friend or family member's house, or even your workplace if they allow it.

* If you are waiting for a package to be delivered to your home, try to plan so that someone is there, or at least try to take the package to a cool place as soon as possible so that it does not sit in the heat for too long.

* Also out of our kindness, we try to deliver at the beginning of the week, so we can avoid the packages remaining in the warehouses and trucks over the weekend.

Yes, we can also deliver to a parcel point. As long as there is room in the package box and you accept the delivery, this is not a problem for us.

It depends a bit on the season. But we usually ship within a few days (except during the hot summer months, in which case it may take a few extra days to aim for an earlier week delivery as above). Depending on the delivery service and the carrier, the delivery time varies from 1 or 2 days to a week depending on the location. These are only averages and do not apply to all orders. Your order will include tracking information once it ships so you can track it.

*Note – Shipping delays are expected and common during the holiday season. We cannot influence this if a package has left our hands.

Our goal is your satisfaction. If the product is damaged upon arrival, please send us a message via the "Contact Us" form on our website. Please keep the original packaging in case we need to return it to us. Please see this one page also for more information.

Unfortunately, unless there is a candle fault, we generally do not offer exchanges based on personal scent preferences. It is important to note that if you have not started using the product, you as an individual have 14 days from the date of purchase to return it. In any case, please indicate this to us on the page below. Everyone has different sense of smell and preferences, so we hope you understand this policy. However, remember that candles make great gifts and just because you don't like scents, a friend, co-worker or family member will probably be happy to receive one as a gift. We make sure to include scent profiles and notes in every product description to help you choose.

Also, in the future we plan to develop a sample scent testing mode, which will allow you to get an idea of the different scents before making any major purchases.

If you are not satisfied with your product, you have not started using the product, we have a 14 day return policy, which means you have 14 days from the date you receive the product to request a return/exchange. To start the process, contact us on the following page.
We will notify you as soon as we have received and examined your return and let you know if the refund has been approved or not. If approved, we will automatically issue a refund to the original payment method within 15 business days. Please note that it may take some time for your bank or credit card company to process and issue your refund. If it has been more than 15 working days since we approved your return, please contact us at relationship.

Please check your order upon receipt and contact us immediately if you receive a faulty, damaged or non-compliant product so that we can assess the fault and repair it.
If your order has arrived damaged, please email us within 48 hours of receiving your order with photos of the damage and a description of the damage. Please report damaged products within 48 hours and before using the product for the first time.
You will need a receipt or proof of purchase for any return, refund or exchange.

Unfortunately, we are unable to return gift vouchers.
Note - Candles, wax melts and other related products may soften or melt during shipping in hot temperatures. We are not responsible for products that melt when exposed to high temperatures for a long time. We strongly recommend that you arrange for your order to be delivered to an air-conditioned location such as a shop or home where someone can collect your package. If packages are left outside in hot temperatures, candles and related items may melt and we are not responsible for such damage.
NOTE: We cannot cover shipping costs. Discontinued products, clearance items, limited collections/editions, custom candles, and gift cards are also final sales and are not eligible for returns, refunds, or exchanges.
For any return questions, you can always contact us on the following page.

Yes. Return form

Yes, please contact us: Contact

As long as the glass is free of bumps and scratches, it can be refilled and used as a candle holder. We are still working on the recharge at the moment, but in the future it will be possible to buy a recharge. The glass can be reused if we want to throw it away. 

This is purely a safety issue and is recommended by any candle manufacturer or dealer. The glass heats up at the bottom as the wick approaches the base. It can cause cracks, breaks or damage under the glass. We also recommend burning all candles on a heat-resistant surface. The glass of the candle can heat up to about 38-60C, but it can increase a little in the last third.

We prefer online card payments. You can pay in cash or by bank transfer. Card payment via an online system is only possible after entering the card details.

We prefer online card payments. The courier can pay with cash or card.

Yes of course. The courier can pay with cash or card.