HOW MUCH DOES SHIPPING COST?
We offer a flat shipping rate of $12.95 on all orders.
Local delivery is also available within select areas in Adelaide for $8.95, and is free for orders over $99
WHAT IS YOUR RETURN POLICY?
Refunds or exchanges will not be accepted for change of mind. If your item is faulty, damaged, or you have received the wrong item, please contact us within 48 hours of package delivery. Sage & Willow are not required to offer replacements or refunds in the event candle care instructions provided are not followed. Contact us at email@example.com to begin the return process.
WHY DOES THE TOP OF MY CANDLE SOMETIMES SOLIDIFY BUMPY?
Bumpy or uneven surfaces are very common with soy wax, it is a natural reaction as it cools! No need to worry, it is simply a characteristic that shows your candles are made using 100% soy.
HOW DO I CLEAN MY USED CANDLE JAR?
1. Fill jar with boiling water to melt and dislodge any leftover wax
2. Allow to cool, then remove hardened wax from the top, disposing into the green bin
3. Wipe clean with paper towel
4. Wash in warm soapy water
DO NOT pour melted wax down any drain
WHY IS THERE BLACK SOOT ON THE INSIDE RIM OF MY JAR?
Soot forms along the top of a jar when the wick is too long, causing a flame to be on the larger side. To avoid soot forming, be sure to trim the wick with scissors or a wick trimmer to 5-6mm before every use, and keep away from drafts as they can cause smoking. If soot does form, it can be easily wiped off with paper towel or a damp cloth.
CAN I GET MY CANDLE JAR REFILLED?
Yes, you can! We offer refills for local customers within Adelaide. Refills are typically easier for local residents through pick-up and drop-off, however, postage can be arranged at the customer's expense.
HOW LONG SHOULD I BURN MY CANDLE FOR?
Generally - the longer, the better. The scent throw comes from the wax pool that generates on top of the candle during the time it is burning. The larger the wax melt pool, the stronger the scent throw. We suggest burning your candle for 3-4 hours to optimize its life and fragrance. However, as the candle becomes closer to its end, it is recommended to burn for shorter periods of time to avoid overheating.
WHY DOES SOME WAX STICK TO THE SIDES OF THE JAR?
Your candle has been carefully made to ensure that it does not overheat and become hazardous towards the end of the jar, where the wicks burn hotter. As a result, there may be a small amount of unmelted wax along the edges. No need to worry - as the jar heats up the more you burn your candle, the wax will melt away easily!
HOW COME MY WAX HAS TURNED YELLOW?
It is a natural reaction for soy wax to turn yellow when it is exposed to light, both natural and artificial. This has no effect on the scent or burn of the candle - only on the eye! To avoid this, keep your candles away from any light, in a cool dark spot. Fragrances that contain higher amounts of vanillin will also discolour easier.
WHY DO PARTS OF MY CANDLE APPEAR TO PULL AWAY FROM THE JAR?
This is completely natural and common for 100% soy wax. After pouring the candle, the wax contracts as it cools - and can sometimes pull away from the jar due to temperature changes. It is all a part of enjoying a handmade soy candle!
WHY IS THERE SOMETIMES A WHITE COATING AROUND THE SIDES OF THE JAR?
Another natural characteristic of 100% soy wax, frosting can occur while the wax cools and resolidifies. Soy wax is very sensitive to temperature, so frosting tends to occur when cooling or left in a colder climate.
WHY DO LITTLE BEADS OF MOISTURE APPEAR ON THE TOP OF MY CANDLE?
In very warm areas, and particularly in summer, the wax can melt ever so slightly on the surface. No need to stress - just gently wipe off the wax with a tissue before lighting, and store in a cooler spot!
Don’t see what you're after? Feel free to contact us with any questions you may have!