Frequently Asked Questions

How can I properly care for my candle?

ON FIRST BURN When lighting your candle for the first time, burn for at least 3 hours to allow the top of the wax to melt completely. This will prevent tunnelling in the future!

TRIM YOUR WICK Always trim your wick to 3mm-5mm before each use (use your wick trimmer, nails or nail clipper).

TIME FOR A NEW ONE Do not burn your candle for more than 4 hours at a time and never burn a candle all the way through - discontinue use when there is 1.5cm of wax remaining. Wash tin and re-use or recycle.

Why is my flame high?

If your candle flame is high and it keeps flickering, that's a sign that you need to trim your wick. Trimming wick to 3mm-5mm will sort this out.

Why is my candle bumpy and rough on the top after burning?

Don't worry! This is an indication that our candles our 100% made from soy. Bumpy surfaces are super common with soy wax - this happens when the hot wax cools and it solidifies at an inconsistent rate. The good news is - even though it looks bumpy it doesn't affect the performance of your candle.

My candle is tunnelling, what do I do?

Don't stress, we got you! This is a quick fix, grab a piece of foil, wrap it around the sides and top of the candle. Make sure the flame has some air when you wrap the top (we have a video on our Instagram so check this out). This will allow the wax on the sides to melt down evenly. Make sure to always leave your candle lit until you have achieved the full melt pool so it doesn't create a memory ring. Yes candles have a memory!

Can I reuse my glass jar?

Yes! we’re all about upcycling at Esscentials Co.! To properly clean your jars, first you’ll want to remove any additional wax on the inside of the jar. You can do this by heating up your tins in low simmering water to melt the wax. Once melted, discard the wick and add a little bit of water so it sets to a firm block. Remove the block of wax with a fork, then wash the inside with some soap and water. If you want to remove any labelling, you can simply use a hairdryer (works like a charm.)

Do you offer travel sized candles?

Yes we do! We understand not everyone wants to commit to a full sized candle, especially when you're not able to smell the scents through the internet. So we made travelled sized tins, small enough for you see if the vibe of the candle is for you and big enough for you to make a decision on what scent is your favourite. Also, if you want to travel with a candle, that's also an option too! Best part about it you can pack it in your hand luggage when travelling ;)

Do you ship internationally?

Not yet, but keep your eyes peeled because we will be expanding very soon. 

I can't seem to find my order/tracking confirmation emails?

Once your order has been placed, you’ll receive an order confirmation, then a shipping confirmation email containing a tracking number you can use to track your package. If you haven’t received either of these emails, please check your spam folder to ensure it hasn’t gone to junk! Still can’t find it? Email us at info@esscentialsco.com and we’d be more than happy to help.

My order still hasn’t arrived! What should I do?

We are sorry to hear your packaged hasn't arrived yet. We understand that due to COVID and strikes our couriers may be a little slower than usual. But rest assured it's on its way! We recommend tracking your shipment via your tracking number. If there still isn't any update please feel free to drop us an email at info@esscentialsco.com and we will get to the bottom of it.

Do you offer returns/exchanges?

Due to the nature of our products, used candles cannot be exchanged or refunded. 

However, we are more than happy to offer exchanges or refunds on candles damaged on arrival. We do our best to package your orders in the best way - if they're damaged please contact us on info@esscentialsco.com with proof of damage within 48 hours of receiving the order. Read more about our return policy here Shipping and returns.