Frequently asked questions

Ordering

Are your products suitable for vegans?


Yes! I take special care to always use vegan-friendly wax and fragrance oil in all of my products. I never use ingredients that are derived from animal products, and I ensure that all the ingredients are cruelty-free.




Where are your candles made?


I make my candles in the heart of Surrey! The whole process is done in-house by me and me only.




Can my order be sent as a gift?


Absolutely! Every order comes with a handwritten note, as well as a business card and a care card. Please use the 'add note' button at checkout to let me know who to address the gift to, what occasion it is and a little message if you want.




What can I do with the jar after the candle is finished?


Your jars can be easily cleaned and recycled! You can also use your jars for a lot of other uses - I have a blog post giving you information about how to reuse your jars. Just click here!




How do I use a discount code?


When you've added all the products to your basket, select 'checkout'. Once at the checkout page, there will be a button that says 'Enter a promo code' at the bottom of your order. Select this and just type in the discount code.





Delivery

How will my order be packaged?


I take great pride in ensuring that all my packaging is eco-friendly and recyclable! Here is how every order is packaged: The candle(s) - Every candle is wrapped in kraft wrapping paper, and then wrapped in recycled bubble wrap for an extra layer of protection. The box(es) - Each box is recyclable, and stamped for a personal touch. The seams are sealed with fragile tape. For even extra protection, each box is packed with shredded wood wool dried kiln, or degradable packing peanuts.




When will my order be dispatched?


I aim to dispatch orders between 24 - 48 hours of ordering. You will receive a confirmation email when I have posted your order.




My candle(s) arrived smashed! What can I do?


As my candles are made from glass, they can sometimes unfortunately smash during transit. I do my absolute best to avoid this from happening. If you do receive your order and one or more of your candles are smashed, please do not carry on unwrapping them as I do not want you to hurt yourself. Please take a picture of all smashes, as well as the condition of the box that they came in and send me an email at info@tranquilcandles.co.uk with your order number, and pictures that you took and we can sort out an arrangement!





Product Care

How can I ensure my candle burns evenly?


The first burn is the most important burn of the candles life! If you do the first burn incorrectly, a lot of problems can occur. With every order, you shall receive a candle care card, which I strongly suggest is read fully. When lighting your candle for the first time, ensure that the wax melts to the very edges of the jar. It may sound silly, must wax has memory, meaning that if your candle doesn't burn to the edges, it will begin to tunnel and won't burn evenly the next time. Some may suggest a specific burn time for the first burn, but please make sure the wax pool is to the edges of the jar - this could take between 1-4 hours dependant on candle size.




Do I have to trim the wick?


Yes! Trimming the candle's wick will keep the candle burning without any black soot and it will give your candle a longer burn time. Trim your wick after each burn and trim it to ideally 1/4 inch. Make sure to trim your wick only once the wax has re-hardened to avoid loose bits of wax swimming around the melted wax. Having a longer wick will only cause the flame to burn through your wax quicker.




Why isn't the appearance of my candle completely uniform?


As my candles are made with natural soy wax, unfortunately they can sometimes differ in appearance. For example, cold weather can create frosting. I also avoid using dye in my candles, but different fragrance oils can tint the wax a darker shade. Each Tranquil Candle is uniquely hand poured from small batches, so wax weight can vary slightly. However, this will not affect the quality, smell or burn time of your candle.





Tranquil

We are a totally vegan, cruelty-free candle maker.

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Office hours are 09:00 AM-17:00 PM

If you are calling after office hours, either leave a message or email us at info@tranquilcandles.co.uk.

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© 2020 by Tranquil. Tranquil Candles, 61 Bridge Street, Kington. HR5 3DJ.