FAQs & Candle Care
Returns & Exchanges
Do you accept returns and/or offer exchanges?
Due to the nature of our hand-poured candles, all sales are final except in cases of damage or verified defects.
Approved defective items may be exchanged within 30 days of purchase, pending review.
What if my candle arrives damaged?
Please email us within 72 hours of delivery with your order number and photos of the item and packaging so we can assist you.
What is considered a defect?
Defects include issues related to manufacturing or damage during transit. Scent preference or burn behavior related to candle care is not considered a defect.
Can I return a candle if I don’t like the scent?
Because scent is personal, we’re unable to accept returns or exchanges based on fragrance preference. We’re happy to help guide you toward scents you’ll love in the future.
Who pays for return shipping?
Customers are responsible for return shipping costs. Original shipping fees are non-refundable.
Can I get store credit instead of a refund?
Yes, store credit may be offered as an alternative to refunds for approved cases.
Candle Care & Use
How do I properly burn my candle?
Because our candles are hand-poured with mindful ingredients, proper burn care is essential to ensure the best experience.
To achieve an even burn and optimal scent throw:
- Allow your candle to burn long enough for the wax pool to reach the edges of the vessel on each burn (typically 2–3 hours).
- Trim the wick to ¼ inch before each use.
- Avoid burning for more than 4 hours at a time.
- Burn on a level, heat-safe surface away from drafts.
Please note that tunneling, uneven burning, or reduced scent throw caused by burn habits or environment is not considered a defect. If you have questions about candle care, we’re always happy to help guide you before an issue occurs.
Once you are finished with your candle, remember to return your vessel to us and receive a discount on your next purchase through the Re3 Program!
What ingredients do you use?
Our candles are made with thoughtfully selected, mindful ingredients and are free from unnecessary toxins. Each candle is designed to be intentional, elevated, and enjoyable.
How long do the flower designs last?
The life of each flower is part of the experience. Every bloom transforms differently, offering 1–2 hours of sculptural beauty before gently melting into a fully functional candle. What begins as art evolves into a long-lasting, thoughtfully scented burn meant to be enjoyed over time.
Why is my candle tunneling?
Tunneling happens when a candle isn’t burned long enough during its initial burns. This is common and typically related to burn habits rather than a defect. To fix it, allow the candle to burn longer on the next use so the wax pool can even out.
Why doesn’t my candle smell as strong as I expected?
Scent throw can vary based on room size, airflow, ceiling height, and burn habits. Smaller rooms often provide a stronger scent experience. Please note that scent strength is subjective and not considered a defect.
Do your candles need to be cured before use?
Our candles are fully cured before shipping and ready to enjoy upon arrival.
Why is there frosting or texture on the wax?
Frosting is a natural characteristic of wax and does not affect performance or quality. Because our candles are hand-poured in small batches, slight variations in appearance are normal and celebrated.
Is it safe to move my candle while it’s burning?
No. Always extinguish your candle before moving it. Moving a lit candle can cause hot wax to spill or the wick to shift.
What should I do if my wick looks too tall or is smoking?
Extinguish the flame, allow the candle to cool, and trim the wick to ¼ inch before relighting. Wick maintenance helps ensure a clean, even burn.
How should I store my candle?
Store candles in a cool, dry place away from direct sunlight or heat. Heat exposure can cause wax to soften or discolor and may affect scent performance.
Are slight variations normal?
Yes. Because each candle is hand-poured, variations in color, texture, or finish are natural and part of what makes each piece unique.
Are your candles safe to burn around pets or children?
Always burn candles within sight and keep them out of reach of children and pets. We recommend extinguishing candles when leaving a room.
More Information
Can I reuse or recycle the candle vessel?
Yes! Once the candle has finished burning, you can return the vessel to us and participate in our Re3 Program! By recycling with us, we pass a discount for your next purchase every time you recycle. Interested in keeping your vessel? No problem! You can gently clean out the vessel with warm water and reuse it as a planter, holder, or décor piece. Please recycle responsibly where glass facilities are available.
Who can I contact if I have questions about my candle?
We’re always happy to help. Please reach out to us at sales@multifacetedgso.com with your order number and question, and our team will assist you.