Frequently Asked Questions

Up to 4-5 hours at a time, otherwise the ceramic/glass/plastic can overheat and by doing so heats the wax quicker in the jar and it will not last as long as the suggested time frame.

Your wick will also begin to mushroom and burn hotter and heat the candle more than recommended.

Be aware that overheating ceramic and glass can cause them to become brittle and possible cracking can occur. 

Trimming your wick will allow the candle to burn at the recommended and safe temperature. If it is not trimmed after some time it will mushroom (the curling and black mounds at the top of our wick - carbonisation of the wick) resulting in it burning hotter, debris will dirty the wax, it will begin to release soot and you will burn it quicker than the suggested time frame. 

Please see previous point regarding wick trimming and burn time.

You have most likely done one if not all of the following;

- Burnt longer than the recommended time frame of up to 4hrs at a time

- Not trimmed your wick prior to burning and leaving it to continue burning for a period of time

- Had debri/dirt/dust in your wax

Recommended burning until the candle wax pools at the sides of your jar, candles create a memory so if you are burning it in short periods of time it will begin to tunnel and not reach the outsides of the jar, leaving residue around the sides and wasted wax and fragrance.

If you burn initially for up to 4-5 hours or until the wax pools to the sides of the jar (the top layer is completely liquid or as close as possible) the candle memory will continue to burn like so, throughout the remainder of your jar. 

Burn for as long as possible to create a wax pool, the ceramic or glass will heat the jar melting the wax, remove the warmed wax from the sides (remove completely or pile wax into liquid pool) and continue to monitor as it burns.

Sometimes the wax will overwhelm the wick and you can pour the melted wax from the jar to allow the wick to heat more and melt the wax (removal of wax in sink is not recommended) you can also leave it slightly longer than the recommended 1/4 inch in this instance to heat the residue wax. As it burns the container will heat and burn the wax down.

If you have further issues, please contact cheyenne@thelittleflameco.com  

Warm soapy water will remove it all. Ceramic and Glass jars are best handwashed, they are not dishwasher safe. 

If you require refills, please deliver as is, we will clean them for you!

Firstly, burn candles away from walls and anything flammable. The soot is extremely hard to remove and at this point, apart from painting or replacement, we are unsure of a method to remove it completely. 

Only burn for 4 hours at a time, and trim your wicks. If you have done this and its still sooting, we suggest you burn elsewhere, droughts can effect the quality of your candle also.

If your item is received damaged please;

- Contact hello@thelittleflameco.com (NO SOCIALS PLEASE) within 2 business days of receiving parcel

- Provide photos of damaged products and packaging

- TLFC will be in touch as soon as possible with replacement / credit / refund options

The Little Flame Co uses Australia Post Parcel Service and Express Parcel Service exclusively for all orders being shipped out from The Studio.

Rest assured, you are in wonderful hands with Australia Post because if something does go wrong, their customer service is second to none, and we will work together to sort whatever may arise - lost parcel, damaged, failed delivery. We've got you.

Do you use the Shop App? Keep up to date with all your order and tracking information via the Shopify Shop App.

We're only an email away if you need to chat further with TLFC, hello@thelittleflameco.com

If unsatisfied we will happily exchange or refund within 14 days of your purchase. Goods MUST be in un-used resealable condition with packaging and order information attached. No refunds will be issued until product has been received at the Studio. 

Please note that the shipping costs for return, resend and replacements are at the customers cost. 

There is NO free shipping / delivery or drop offs to anywhere outside of Goulburn or close surrounds. We will not be delivering online orders to our stockists for pick up in Canberra, for stockist information please refer to our Stockist page. 

Cancellations of orders must be made prior to dispatch, please contact us as soon as possible if you require to do so. 

Contact us: cheyenne@thelittleflameco.com

We love custom orders! please contact hello@thelittleflameco.com to discuss your requirements and place an order. We will be in contact with you as soon as possible regarding the details needed, payment information and expected turn around. 

Personalising candles and labels is such fun, we love to help you! Label proofing is required and at a cost of $5 per proof, which is purchasable via the website OR we can invoice you separately. 

At all times when placing a custom order, please provide us with ALL the relevant information required, scent, jar type and colour, label requirements, your details and most importantly, your relevant and current address. In doing so, your order will be made quicker and help the ease of process. 

Custom orders generally require invoice payment, you will receive an invoice via email once confirmation has been made. Invoices are strictly 7 days and production will not commence on the order until payment is made. If you require an order urgently please be aware of this and you will be given an estimate time turn around at the time of initial contact.  

All purchases on sale items are final and no replacements, refunds or refills will be issued due to the nature of the sales and being clearance stock. 

Contactless pick up available from The Studio (select at checkout). 

Ready within 24 hours and you'll be notified via email.

Please note your order will be stored in the safe box until pick up unless otherwise requested. Ring the doorbell if you have any questions or require assistance.

TLFC aim to have your pick up order ready for pick up within 24 hours of placing on the website.

Please make sure you check your junk mail for notification of it being ready.

Please note that pick up orders are available Monday - Saturday each week apart from public holidays and over the summer period when the studio is closed.

Due to the weighty nature of candles and extra insulation required when posting, Australia Post Parcel Rates are automatically calculated at checkout depending on quantity and parcel weight and are the current rates supplied by Australia Post.

Order are processed and delivered within 2-8 business days, please note this timeframe may change during the Christmas period or peak times throughout the year.

If you require an order quickly please select "Express Shipping" or if its urgent and a pick up, please leave a note at checkout.  

Next day delivery within Goulburn town limits for $5.00 flat rate fee

100% Coconut and Soy wax is used, sourced within Australia this wax is by far the most performing wax we have used over the years. Coconut giving extra scent throw and Soy for its sustainable and environmental properties.

Coconut Soy Wax blend is petro-chemical free (unlike parrafin wax).

Yes.

Fragrance oils are synthetic in substance, in that they are not formulated directly from plant origin. Having said this, many fragrance oils do contain a high percentage of essential oils. In general, fragrance oils work better in candles than essential oils, the reason being that many are fine-tuned for the type of wax, whereas essential oils are fixed in composition and can be difficult to work with.

Please read some of the following facts we are proud to relay about our fragrances:

All of our fragrances adhere to RIFM and IFRA standards for safety and purity.

All of our fragrance oils are packaged in phthalate-free, recyclable, PET plastic bottles.

All of our fragrances are manufactured in Australia.

None of our fragrances are tested on animals.

Our candle fragrance oils consist of many aromatic ingredients, some natural and some synthetic, blended to our perfumers' specifications. Natural components are extracted from plants or flowers and synthetic components are manufactured from man-made materials. Our fragrances contain synthetic ingredients to optimise candle making results. Only using natural ingredients (such as essential oils) is expensive and restrictive with what you can create. Essential oils are not stable, do not blend well with wax and do not give you a good scent throw. Our fragrances are therefore a combination of essential oils and synthetics.

All material used in the production of fragrances is safe for use according to the International Fragrance Research Association (IFRA). None of our fragrances contain phthalates or parabens, and none of the ingredients is animal derived. The Little Flame Co Candles are free of petro-chemicals.

Due to the sustainability in sourcing raw materials and that using essential oils requires much larger volumes of oil in a candle.

Essential oils also don't perform that of a fragrance oil - the scent is not strong and due to low flash point, when the candle is heated to dispurse the scent it is "burnt off" loosing its scenting ability.

Essential oils are also costly which would be adding to cost per candle and forwarded to the customer. Fragrance oils are also much more user friendly.

The fragrance oils are Australian Artisan Fragrance Oils, made in Sydney by perfumers who adhere to the RIFM and IFRA standards for safety and purity - none of the fragrances contain phthalates or parabens and NONE are animal derived.