All the answers are right here…
For questions relating to the LOCKDOWN situation please refer to our COVID-19 page here.
For the avoidance of doubt our showroom and warehouse remain closed to the public for the duration of levels 3 and 4 of lockdown. We will be dispatching courier orders from Tuesday 28th of April. Please be aware that information on this FAQ page relating to showroom and warehouse hours and delivery times may well be out of date due to the ever changing situation. Please follow the latest updates on the COVID-19 page. For all other FAQ’s please browse below.
As a trusted and well established e-commerce company we work hard to help you feel confident about ordering online with us. We understand that you’ve probably got some questions so we’ve compiled all the answers for you right here; in one easy to reach place.
Please take a little time to browse these FAQ’s and our product pages as the chances are very high that your question (and the answer) is already listed here…
Sample Room Information
Our Sample Room is open 9am – 2pm weekdays where you can indulge your senses and smell our entire range of fragrances. You can also see samples of our glassware, lids, and most other products.
By cutting out the cost of a retail store, re-seller margins and high administration costs we can keep prices down. We work hard to bring you an outstanding online experience, from in-depth information on our website to enable you to make an informed purchase, right through to leading “back-end” systems that ensure speedy delivery of your goods.
Can I pick up my order?
We are a dedicated online business with a small hard working team so we are unable to offer on the spot purchases. All orders are processed on a ‘first in first served’ basis. However, you’re welcome to place your order through our website in our Sample Room, please note all payments need to be made online.
Once the order is placed and payment has cleared, you will receive an order confirmation and be informed when your order is ready to collect, or if you choose to have your order delivered, courier tracking will be provided upon dispatch.
Pickup times are 8:00am – 3:30pm weekdays. Depending on demand please allow 4-8 hours for us to pick your order. We will always email you as soon as your order is ready to collect, to avoid disappointment please wait for this notification email before you come in. You will find your order waiting for you on the pick up shelf, please sign to say you have collected it on the clip board.
Orders & Delivery
How can I place an order?
We’re an online business, all orders are placed through our website. We can’t process orders over the phone or by email.
How long will my order take?
Normal delivery lead times are as follows (excludes peak demand times):
For Auckland and Waikato allow 1 – 2 days
All other North Island locations 2 – 3 days
South Island deliveries are road based, please allow 3 – 4 working days
Rural deliveries take an additional 1 – 2 working days approx from rural delivery drop off point (this may vary by location)
IMPORTANT: Public holidays, weekends, weather events and peak season demand may result in extended delivery times.
During peak season (October to December) please allow a further 2 days to the above lead times.
Orders received over the weekend or during public holidays will be dispatched as soon as possible when we re-open for business. Please note, if you are paying by bank deposit you order will not be dispatched until the funds have shown in our account. Deposits made overnight or during weekends or public holidays may take longer to clear which will in turn delay the dispatching of your order.
I need my order urgently, what can I do?
Simply chat us online by clicking on the speech bubbles in the bottom right hand corner and we will be able to confirm a collection time if you’re local. We also have Courier Upgrade Options If you aren’t able to collect.
I forgot to add something to my order, and I don’t want to pay shipping twice, what should I do?
The best thing to do is make another order, right away, and mark it for “combined shipping”. Please put a note on your new order with the order number of your previous order. Please check that your previous order has not already shipped before you choose this option to avoid delays. You can check the status of your previous order on your account page, if the previous order has not been assigned a tracking link then it has not been packed yet. You will also receive an email when orders ship.
Note that at peak times we may not be able to combine orders (usually from September – January)
I chose pick up, but I can’t make it in between collection times (8am – 3:30pm) – what can I do?
If you would like to collect after hours chat us online with your order number. If you were planning on collecting but you can no longer make it in we can dispatch your order for our standard non rural rate of $7.95. Click here to pay for shipping
I processed an order, but I haven’t received an email confirmation or tracking link?
Usually in this case your emails from us are hiding in your junk folder, or your email address has been entered incorrectly. You can always check the status of your order by going to “my account” on our website, if your order has been dispatched there will be a tracking link for you to follow. If you have not received a confirmation of your order being dispatched within 24 hours of placing it, please chat us online or enqurire using the enquiry form below.
Refunds & Returns Policy, Pricing, Payments
Can I get a refund?
1. If you have received a damaged or incorrect item, we will refund or replace the item as quickly as possible with no cost to you. Please send a photo and details of the item within 7 days to our email address [email protected]
2. If you chose the wrong item, made a mistake, or simply don’t like your item we may (on a case by case basis) offer a store coupon to the value purchased, less a 20% restocking fee and shipping, providing that the goods are returned to us in original condition (you will need to pay the cost of return). Please contact us within 7 days of receiving your goods to discuss.
Please note that we do cannot accept returns for wax or fragrance or any other natural plant based or liquid products. Please order carefully and if in doubt, start with a small sample size.
What forms of payment do you accept?
All orders (including those placed here in our sample room) are processed via our website and we accept credit card, debit card (Visa or Mastercard), Paypal and internet banking as forms of online payment. Note that all orders must be paid for prior to receiving your goods.
Can I open a credit account?
No sorry, all orders must be paid for in advance prior to releasing your goods, we do not offer monthly accounts or invoicing sorry. It’s one way we can help keep our prices as low as possible.
Do you store my Credit Card details?
No…never. We never actually see your credit card details as all payments are processed by a 3rd party via a highly secure and encrypted connection.
What is your bank account number?
Our Bank details are: ANZ 06 0294 0163621 01
Be sure to use your order number as the reference!
Can I get a further wholesale discount?
Our wholesale pricing is open to everyone and the prices are all listed on our website, the price comes down as the quantity you buy goes up. For example, you will notice that a kilo of soy wax sells for around $12.50 in a single 1kg pack but you can buy a full carton of wax and pay around $6.00 per kg. All of our products are priced accordingly. If you get to the stage where you require pallet loads of product at a time (that’s 1,000kg of wax or 1,200 jars at a time, then we may be able to offer a slight discount).
Product Related Questions
I haven’t made candles before, where do I start?
The best way to start out making scented soy candles is to purchase a Candle Making Kit.
We also run Candle Making Classes (currently only here at Candle Creations in Auckland about once a month, book a spot now!).
Or check out our helpful Knowledge Section which includes instructions, our wick guide and how to calculate your ingredients.
A product I would like is out of stock, when can I order it?
We have an ETA Updates page for all of our incoming shipment dates. You can also add your email address into the notification bar on the products listing to receive an email when more stock is available. Orders can only be placed once the shipment arrives.
My candles don’t look right, help!
Over the years we’ve learnt that there are four common “problems” that can occur when making soy candles. Most of the time these problems are purely aesthetic and stem from the fact that we are using natural products which puts us at the mercy of, well, mother nature…she will do what she does. In the majority of cases all of problems you may experience can be remedied or at least reduced by managing just one thing; temperature.
How much fragrance do I use in a candle?
While the typical amount is about 6 to 8%, some candles can have as much as 12%. The amount you will use depends on the maximum fragrance load percentage of your wax as well as your personal preference. Keep in mind, adding too much fragrance can cause your candle to not burn properly, smoke, or even self-extinguish by clogging the wick. Make sure you are consistent and measure or weigh every single time. Eyeballing is never a good idea! Visit our Candle Making Tutorials from our Knowledge page If you are new to candle making
How do I choose the right wick?
We always recommend purchasing one of our Wick Sampler Packs to ensure you find the appropriate wick for your project. While we do our best to provide the most accurate recommendations through our Wick Selection Guide, only testing multiple options will assure finding the wick that is best suited to your specific candle recipe.
Why does my wick keep going out?
There are many reasons why a wick will not stay lit. The most common reasons a wick may self-extinguish include:
– The wick is not thick enough for the diameter of the candle (causing tunneling) When a wick is not thick enough there will not be sufficient capillary action to sustain a proper burn – Solution: Increase the width of the wick.
– A wick can clog when too many additives for that size of wick are present. This can cause a natural clogging of the capillary flow needed to sustain a proper burn – Solution: Use a thicker or decrease the percentage of your additives
– The wick is too far above the surface of the wax when the candle is initially lit – Solution: Make sure the wick is trimmed to be no longer than 1cm above the wax. This is counterintuitive, as we think a longer wick will make a larger flame, but it will not. The longer the wick, the harder it is for the wax to flow up to the top.
How do I know the burn time for each jar?
The burn time varies depending on many factors with your recipe. The best way to find out this out is.. you guessed it! To make your own trial candle and test the burn time with your own ingredients.
How do I find further information and accessory options for this product?
Simply by scrolling down on the product’s listing you will find detailed information with measurements and links that take you to suitable lids, boxes and even which wick we recommend. All products are all sold separately for you as there are so many options to choose from!
Do you send samples?
We have a sample room at our warehouse in Albany so you’re able to view our products – or if you’re out of Auckland then we sell our products in singles. Unfortunately we don’t give away free samples.
What is the difference between all of your soy waxes that you have available?
We specialize in Container, Melts, and Pillar candles. Each wax has various uses.This is noted in the description on each product’s listing.
Couldn’t find your answer?
If you couldn’t find the answer you are looking for and you’re still stumped send us an email, quickly chat us online or get in touch using our enquiry form below and we’ll get back to you as soon as we can.