Frequently Asked Questions

Unused products can be returned within our stated returns period. Please see our Returns Policy for full details.

Please contact us within 48 hours of delivery and provide photographs of the damage. We will arrange a replacement or refund as quickly as possible.

We do not currently offer international retail shipping. However, we do supply selected international stockists through the FAIRE wholesale platform.

Any free shipping thresholds or promotional offers will be displayed at checkout.

We aim to dispatch orders within 1 to 3 working days. Delivery times vary depending on the shipping option selected.

We do not offer free fragrance samples. If you would like to try a new scent before purchasing a full-size candle, we recommend our wax melts as a cost-effective way to explore our fragrance collection.

Absolutely. Once your candle has finished burning, clean the jar with warm, soapy water and repurpose it for storage, plants, or home décor.

Store your candle in a cool, dry place away from direct sunlight and heat sources to help preserve its fragrance and appearance.

Yes. For best results, burn your candle for 3 to 4 hours at a time and allow the wax to cool completely before relighting.

Our candles are made using high-quality ingredients, but as with all scented products, sensitivities can vary between animals. We recommend burning candles in a well-ventilated room and always keeping them out of reach of pets.

For safety, discontinue use when approximately 1cm of wax remains at the bottom of the jar.

A high flame is often caused by a wick that is too long. Extinguish the candle, allow it to cool, trim the wick to approximately 5mm, and relight.

Frosting is a natural characteristic of soy wax and is a sign that your candle is made from natural ingredients. It does not affect the performance of your candle.

Tunnelling usually occurs when the candle has not been burned long enough for the wax to melt fully to the edges during the first few burns. It can also result from a poorly made candle where the wick-to-fragrance ratio is not correctly balanced.

Yes. Trim the wick to approximately 5mm before each burn to help maintain a clean, even flame.

We recommend burning your candle for 3 to 4 hours at a time and never for longer than 4 hours.

For the best performance, please follow our candle care guidelines, which can be found on our website.

Every candle is hand-poured, so burn times vary a little. As a guide, a Medium candle burns for up to 40 hours and a Large for up to 80 hours. Each tealight burns for at least 4 hours, and a wax melt gives up to 8 hours of fragrance, so a box of 12 is up to 96 hours.

We use recyclable packaging wherever possible and continually look for ways to reduce our environmental impact.

All Embers & Roots candles are hand-poured in small batches at our converted barn workshop in Yorkshire.

Yes, all of our candles are vegan-friendly and cruelty-free.

Soy wax is a renewable resource derived from soybeans and is generally considered a more sustainable alternative to paraffin wax. We also use recyclable packaging wherever possible to help reduce our environmental impact.

Soy wax burns more slowly and cleanly than traditional paraffin wax, helping your candle last longer while producing less soot.

Most of our candles contain a blend of fragrance oils and essential oils. Peaceful Mind is the only candle in our collection made exclusively with 100% essential oils.

All of our candles are made using 100% soy wax, a natural and renewable ingredient. Most of our fragrances are created using a blend of fragrance oils and essential oils to achieve the best possible scent throw and performance. Our Peaceful Mind candle is made using 100% essential oils.

Our candles are hand-poured using natural soy wax, a blend of premium fragrance oils and essential oils, and cotton wicks. We carefully select ingredients that provide a clean, long-lasting burn and a beautiful scent experience. Our Peaceful Mind candle is made using 100% essential oils.