FAQ / Customer Service

Need any help with your order, payment, delivery, returns or want to know more about our products? No worries, we're here to help.

Product Information

Q: What kind of wax, wick and fragrance do you use in Kandila Co. candles?

A: Our candles are made from 100% natural, vegan, GM-free and the highest quality of soy wax available in the market today. They are perfectly blended with premium Australian-made fragrance oil and use lead-free, natural fibre wicks.  

Q: What makes Kandila Co. candles “hand-crafted”?

A: Our candles are made in small batches at a time and are carefully hand-poured into handmade, reusable and food-grade borosilicate glass or recyclable aluminium tins. The candles that you’ll receive have been made, prepared and packed by the same pair of hands.  

Q: Why do my candles look frosted and/or discoloured?

A: Frosting is an indication that your candles are made with 100% natural soy wax. This takes place when the natural melted wax tries to return to its hardened state. Discolouration happens when your candles are exposed to sunlight or artificial light such as fluorescent light for extended periods. We do not use artificial additives hence natural soy wax is more prone to discolouration over time. Please note that frosting or discolouration do not affect the quality of your candles.

Q: Why does my candle glass appear to have wet spots?

A: This is very common with all candles regardless of the kind of wax or glass used. It is especially obvious on candles that use clear and handmade glasswares. Wet spots are normally caused by minor deformities on the inside of the glassware and by the minimal shrinkage that happens when the wax is cooling. 

Q: Why is my candle tunnelling?

A: When lighting your candle for the first time, make sure you allow the wax to melt all the way to the sides of the vessel. The most crucial burn to your new candle is its first one as it sets the boundaries for every burn after that one. This is what is known as a memory burn. Unfortunately when a full memory burn is not reached for the first time, the result is never being able to achieve a clean, full melt pool all the way down to the bottom of the vessel. The melt pool will follow the boundaries already established from the memory burn.

Q: Why is soot (black residue) forming around my candle glass?

A: Soot naturally forms when your candle burns for two hours or more. It can also form when the wick is too long and left untrimmed. Always trim your candle wick to about 5mm between burns. Please note that you can easily wipe this black residue off your candle glass by using a damp cloth. 

Warning: Make sure the wax is solid and cool before handling your candle.

Q: Why is my wick mushrooming? 

A: Mushrooming happens when the wick is too long and left untrimmed. Always trim your candle wick to about 5mm before lighting it up.

Q: Why is my candle sweating?

A: Soy wax can release excess fragrance during extreme temperature changes. This can be wiped with a lint free rag or paper towel. For optimum performance, please store your candles in a cool area, away from direct sunlight. Never leave your candles inside the car especially during warm days. 

Q: How do I place an order?

A: Add products to your shopping cart by entering your desired quantity and clicking the “Add to Cart” button. You’ll then be prompted to either “Checkout” or “Continue Shopping”. When you’re ready, proceed to checkout by clicking the shopping bag icon. Finally, complete the customer information form with your payment and shipping details accurately and click “Confirm Order”.

Q: How do I know if Kandila Company has received my order?

A: We will send you a confirmation email advising you that your order has been received.

Q: How do I cancel or change my order?

A: Send us an email as soon as possible. Please note that we are unable to cancel or make changes to your order after your order has been dispatched. 

Q: Do I need to create an account to place an order?

A: No. You are not required to create an account when shopping with us. However, creating an account will allow you to see your order history. It will also enable you to checkout faster the next time you shop with us.

Q: I have received the wrong item, what do I do?

A: Send us an email as soon as you receive your order and we will sort out any issues straightaway.

Q: What currencies do you accept?

A: All prices on our website are in Australian Dollars. International orders using other currencies may pay using their local currency. Your financial institution, Apple Pay or PayPal should automatically convert your purchase. 

Q: What forms of payments do you accept?

A: Payments can be made via Apple Pay, Visa, Mastercard or PayPal. 

Q: Are my details safe when ordering with Kandila Company?

A: Absolutely! We are very serious about security. Our store has an SSL certificate with a 256-bit encryption. Moreover, we do not save your payment or credit card information. 

Q: Does your price include GST?

A: Yes. All our prices include GST (for Australian customers only).

Q: How much is delivery?

A: We offer free delivery Australia-wide on orders of $90 and over. A Standard shipping fee of $10 applies to orders below $90. International deliveries are calculated based on weight/volume.  

Q: Do you offer international shipping?

A: Yes we do! Our couriers ship to select countries in North America, Western Europe, Asia and the Pacific. We calculate shipping based on the total weight of your order. Standard international shipping fee starts at $15 for New Zealand and $25 for the rest of the world.

Q: Which courier / shipping company do you use?

A: All orders are sent via Sendle or Australia Post.

Q: When will I receive my order? 

A: Please allow 2-7 business days for Standard local delivery and 6-15 business days for Standard international delivery. Please note that orders are dispatched between 1-3 business day after you have placed your order as our candles are made-to-order. Bulk orders of 10 or more candles will require a minimum lead time of 3 business days before being dispatched.

Q: Can you deliver to my PO Box?

A: Unfortunately, we cannot deliver to a PO Box. Please provide a physical address preferably an address where someone is able to receive your order like a business address. Please note that we require signature on delivery unless instructed otherwise. If no one is available to receive your order, your parcel will be carded with instructions on how to collect your parcel or arrange for redelivery. Should you fail to collect or arrange for redelivery resulting to your parcel being returned to us, please note that you’ll be responsible for subsequent redelivery charges.

Q: How can I track my order?

A: We will send you a shipping confirmation email containing your tracking number and a link to track your order.

Q: What happens when my order is missing and / or damaged during transit?

A: Send us an email as soon as you realise that your order has been lost or damaged during transit and we will do our best to assist you.

Q: I’m not happy with my order. Can I return it for a refund or have it exchanged?

A: If you are not 100% satisfied with your purchase, please send us an email within 14 days of receiving your order and we will assist you with a return or a replacement. Returned items must be unused and in their original packaging. Please get in touch with us before returning any items as refunds and exchanges must be pre-approved by Kandila Company. 

Q: Will you refund my shipping costs? 

A: Unfortunately we will not refund any shipping costs.

Q: Who pays for return shipping costs?

A: Shipping costs for returns must be paid for by the customer unless the reason for the return is human error by Kandila Company.