FAQ
🕯️ Frequently Asked Questions (FAQ)
1. What are your candles made from?
Our candles are made with 100% natural soy wax, cotton wicks, and high-quality fragrance oils or essential oils. They're clean-burning, toxin-free, and lovingly hand-poured in small batches.
2. How long do your candles burn?
Burn time depends on the size of the candle. Please refer to each product page that includes estimated burn time information.
3. Are your candles vegan and cruelty-free?
Yes! All of our candles are vegan, cruelty-free, and crafted without any animal testing. We also use recyclable packaging wherever possible.
4. Can I include a gift message?
We do! Our gift sets are perfect for birthdays, housewarmings, thank-you gifts, or just because. Add your personal message at checkout and we’ll handwrite it on a card for that extra special touch. ✍️
5. Can I customize a candle or place a bulk order?
Absolutely! We offer beautifully curated gift sets for birthdays, holidays, weddings, and more. Custom scents and bulk orders are also available—perfect for corporate gifting or special events.
Please message us at least 30 days in advance to plan the special gift sets.
6. Where do you ship?
We currently ship Australia-wide. Unfortunately, we do not offer international shipping at this time.
7. How long does delivery take?
Orders are dispatched within 1–3 business days. Standard shipping usually takes 3–7 business days, depending on your location. Express shipping is also available at checkout.
8. Can I track my order?
Yes! Once your order is shipped, you'll receive a tracking number via email so you can follow your candle's journey.
9. What’s your return policy?
We hope you adore your new Candles By The Quay candle.
Unfortunately due to the nature of our products, candles cannot be returned or refunded nor for a change of mind.
10. What if my candle arrives damaged?
We’re so sorry that happened! Please email us a photo of the damaged item at info@candlesbythequay.com.
Candles By The Quay will happily replace damaged products during shipment if photographic proof is provided within 7 days at our discretion.
11. How do I make my candle last longer?
Trim the wick to ¼ inch before each use, burn the candle for at least 2 hours to let the wax melt evenly, and avoid burning for more than 4 hours at a time. This helps prevent tunnelling and extends burn time.