Like all Candle lovers, The Little Flame Co wants you to get the best value out of your candle and below are some FAQ's and burning tips to help you along the way.
How long do I burn my candles for?
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.
Why do I need to trim my wick before lighting?
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) 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.
Why do I have black soot coming from my wick?
Please see previous point regarding wick trimming and burn time.
Why does my jar have black soot around the sides and how can I get rid of it?
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
Why should I burn my new candle for 4-5 hours on the first burn?
4 hours is recommended, 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 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.
I haven't burnt my candle like above, and its tunnelling, how do I save it?
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 firstname.lastname@example.org
How do I remove the black soot and remainder wax from my jar once I can no longer burn it?
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!
I have black soot on my walls from where my candle was burning next to it - why? how to I remove it?
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.
I received my online order and its broken - what can I do?
Please contact us immediately upon the arrival of your order if it is either damaged or broken. Depending on the courier or handling company, there is a short time frame to claim, if you could please provide all the delivery details as well as photos (as many as possible) for us to begin a claim process.
The claim process can take time, however we will keep you informed of the process throughout each step and upon confirmation from the Claim Department will replace your order.
If you have placed an order and it has yet to be delivered, please contact the courier provider with the delivery information that has been sent to your chosen email address.
Unfortunately upon dispatch we are limited as to how much we can help however will do our best during the claim process. It is important to always email email@example.com for all enquiries or issues and not via social channels as we do not always have access to those.
Other Shipping Information
We no longer have Authority to Leave. Signature is required on ALL parcels. If you wish to redirect your parcel this can be done via the third party shipping notification sent directly to your stated email upon time of order.
We take no liability or responsibility for missing or lost parcels. Please contact the courier via notification sent directly to your email address.
Refund of any order is less the shipping cost.
We have several platforms for contact; email, website or Instagram but please note the best and most reliable form of contact is via email - firstname.lastname@example.org
I want to place a custom order - how do I do that?
We love custom orders! please contact email@example.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.
REFILLS - How can I arrange this?
- If you are located in Canberra, drop off is available at Pop Canberra 27 Lonsdale Street, Braddon. See the shop attendants with your bundle of empty candles and inside your contact details - Name, Phone Number, Email and physical address to return your full candles to. We will ship back to you directly.
- Directly delivery to our candle studio
- to Ship to our Studio please email firstname.lastname@example.org for further delivery and packaging information
- Once received we will issue you an invoice for payment, once this is complete your order will be poured and shipped back to you for $10 flat rate fee which is included in the invoice. Local pick up is also welcome.
Free Studio Pick Up - Available during checkout on the website, select pick up from the Studio. Your order will be ready within 2-3 business days of placing and you will receive an email with our details for pick up.
$10 Flat Rate Shipping AUS WIDE
Available Australia Wide $10 flat rate on ANY ORDER. And yes, you have to pay shipping, we will not dispatch an order from our Studio without a shipping payment. If you do not pay for shipping we will be in touch with options and invoice details, otherwise we can arrange a refund within 3 business days.