top of page

Frequently Asked Questions

  • How can I stay updated on new Ember & Scent releases?
    We understand that staying up-to-date with new candle releases is important to our customers. To keep you informed about the latest products and scents, we regularly update our social media pages with new candle releases, promotions, and sales. Make sure to follow us on Instagram, Facebook, and Threads by clicking on the social media links located at the footer of our website. You can also sign up for our newsletter to receive exclusive updates and offers. Thank you for choosing Ember & Scent for all your candle needs!
  • Can I reuse the candle jar after it's finished?
    Absolutely! We encourage our customers to repurpose our candle jars once the wax has burned down. Our jars are made in Italy from high-quality materials that are durable and long-lasting, making them perfect for storage or decoration. To remove any remaining wax, simply place the jar in the freezer for a few hours, and then use a butter knife to gently pry out the wax. Once the jar is empty, it can be washed with soap and water and used for anything from holding office supplies to displaying flowers. We love seeing how our customers get creative with their Ember & Scent candle jars so remember to tag us on social media with your repurposed candle jar creations!
  • How can I contact Ember & Scent for further assistance or inquiries?
    At Ember & Scent, we strive to provide our customers with exceptional service. If you have any questions or concerns, please don't hesitate to contact us. You can reach us through our website's live chat feature. Alternatively, you can send us an email at info@emberandscent.co.uk, and we'll get back to you as soon as possible. We're here to help you find the perfect candle to suit your needs and create a warm and inviting atmosphere in your home.
  • Do you offer wholesale or bulk orders?
    Yes, we offer wholesale and bulk orders. If you are interested in purchasing candles in larger quantities, please contact us at info@emberandscent.co.uk with the details of your request. We would be happy to provide you with pricing and any additional information you may need.
  • Can I customise the scent of my candle?
    Unfortunately, we do not offer customization options at this time. However, we regularly ask our customers to vote on our social media pages for the scents they would like to see featured in our next collection. Be sure to follow us on Instagram and Facebook to have a say in what scents we offer next!
  • What makes Ember & Scent candles unique?
    At Ember & Scent, we pride ourselves on creating candles that are truly one-of-a-kind. Here are just a few reasons why our candles stand out from the rest: - Hand-poured: All of our candles are made in small batches and poured by hand, ensuring that every candle is made with care and attention to detail. - Natural ingredients: We use only the highest quality natural ingredients in our candles, including soy wax, essential oils, and cotton wicks. This means that our candles are not only better for the environment, but also for your health and well-being. - Unique scents: Our candles feature a range of unique and captivating scents, from warm and cosy to fresh and invigorating. We take pride in creating scents that are both complex and subtle, so that they can be enjoyed by everyone. - Beautiful Containers: Our candles come in beautiful, luxury Italian glass coated in our iconic matte black. Whether you're buying a candle for yourself or as a gift, our candles are sure to impress. If you have any questions about our containers, please don't hesitate to contact us. Overall, Ember & Scent candles are the perfect choice for anyone who wants to enjoy a high-quality, all-natural candle that is both beautiful and smells incredible.
  • Are your fragrances long-lasting?
    Yes, our candles are made with high-quality fragrances and essential oils that are designed to provide a long-lasting scent experience. Our candles are hand-poured in small batches to ensure that each candle is carefully crafted with the perfect amount of fragrance. We also use a blend of natural soy wax, which burns cleaner and slower than traditional paraffin wax, allowing the fragrance to release slowly and evenly. With proper care and maintenance, our candles can provide hours of delightful scent.
  • How do I care for my Ember & Scent candle?
    At Ember & Scent, we want you to enjoy our candles to the fullest. Here are some tips on how to care for your candles: Trim the wick: Before lighting your candle, make sure to trim the wick to around 5mm. This will prevent the flame from getting too large and will help your candle burn evenly. Burn for at least 2 hours: To get the most out of your candle, burn it for at least 2 hours or until the wax has melted to the edge of the jar. This will prevent tunnelling and ensure that your candle burns evenly. Keep away from drafts: Avoid placing your candle in drafty areas as this can cause uneven burning and may even extinguish the flame. Keep away from flammables: Ensure candles are placed on a heat-resistant surface away from curtains, papers, and other flammable materials. Keep out of reach: Place candles out of reach of children and pets to prevent accidental burns or spills. Check surroundings: Ensure there are no loose or hanging fabrics near the candle that could catch fire. Store properly: When not in use, store your candles in a cool, dry place away from direct sunlight. This will help preserve the scent and quality of your candles. By following these simple tips, you can extend the life & safety of your Ember & Scent candles and enjoy their beautiful fragrances for longer.
  • Are your candles made from natural and eco-friendly materials?
    Yes, at Ember & Scent, we are committed to using only natural and eco-friendly materials in all our candles. We use 100% soy wax, which is a natural and renewable resource. Our candles are also free from parabens, phthalates, and other harmful chemicals, making them safe for you and the environment. We also use cotton wicks, which are biodegradable and environmentally friendly. Our commitment to sustainability extends beyond our materials, as we use recyclable and reusable packaging whenever possible. Shop with peace of mind knowing that our candles are not only beautiful but also environmentally responsible.
  • What kind of wax do you use?
    At Ember & Scent, we use Golden Wax 464 Soy Wax for all of our candles which is well known for its high qualities. This wax is natural, renewable, and biodegradable, making it an environmentally-friendly option. It also burns cleanly and evenly, providing a long-lasting and fragrant candle experience. We take pride in using high-quality ingredients in all of our products, and our choice of wax is no exception.
  • Why do you not use dye in your candles?
    At Ember & Scent, we prioritize creating high-quality, natural candles that do not contain any harmful chemicals or synthetic additives. We believe that dye can be unnecessary and potentially harmful to our customers' health and the environment. Instead, we use natural ingredients such as essential oils and plant-based wax to create beautiful, aromatic candles that are safe for you and your home. Our commitment to sustainability and ethical practices is reflected in every product we offer.
  • Are your candles safe to burn at home?
    Yes, our candles are designed with safety in mind. We use high-quality wicks and wax that provide a clean and even burn. However, it's essential to follow safe candle-burning practices, such as trimming the wick to around 5mm before lighting, keeping the candle away from drafts and flammable materials, and never leaving a burning candle unattended. You can find more detailed safety instructions on our product labels and website to enjoy your candles safely.
  • Are Ember & Scent candles safe for pets and children?
    Yes, Ember & Scent candles are safe for pets and children when used properly. Our candles are made with high-quality, non-toxic ingredients, including soy wax and essential oils, which make them safe to burn in your home. However, it's important to always supervise children and pets around candles and keep them out of reach to prevent accidents. We recommend placing your candle on a stable surface away from flammable materials and ensuring that the wick is trimmed to around 5mm before lighting. With these precautions in mind, you can enjoy the warm glow and delicious scent of Ember & Scent candles with peace of mind.
  • Why is my candle not perfectly smooth?
    At Ember & Scent, we take pride in crafting high-quality, hand-poured candles. However, due to the nature of soy wax and the handmade process, some imperfections may occur. These imperfections can include air bubbles, frosting, or uneven texture on the surface of the candle. While these imperfections may affect the appearance of your candle, they do not impact the quality or performance of the product. In fact, they can add character and charm to your candle, making it a unique and one-of-a-kind piece. If you have any concerns about the quality of your candle, please do not hesitate to contact us. We are committed to providing you with the best possible candle experience and will do everything we can to address your concerns.
  • What are your shipping times?
    At Ember & Scent, we understand that receiving your candles promptly is important. Our standard shipping times typically range from 3 to 5 business days. We strive to process and dispatch your orders in 1 to 3 business days so you can enjoy the warm and inviting ambiance of our handcrafted candles without delay. Please keep in mind that actual delivery times may vary depending on your location and the shipping method chosen during the checkout process. Feel free to reach out to our customer support team if you have any questions or special requests. Rest assured that we are committed to providing you with a hassle free shopping experience and ensuring your candles arrive in excellent condition and in a timely manner. Thank you for choosing Ember & Scent for your candle needs!
  • Do you offer international shipping?
    Unfortunately, at this time we do not offer international shipping. We only ship within the United Kingdom. However, we are constantly evaluating our shipping policies and may expand our offerings in the future. Thank you for your understanding.
  • How can I track my order?
    At Ember & Scent, we understand the importance of knowing the status of your order. To track your order, simply log in to your account on our website and navigate to the "Order History" section. Here, you will be able to view the current status of your order and track it through the shipping process. You will also receive an email with tracking information once your order has shipped. If you have any further questions or concerns regarding your order, please don't hesitate to contact our customer service team. E: info@emberandscent.co.uk
  • What is your return policy?
    We want you to be absolutely delighted with your Ember & Scent candles. If, for any reason, you're not satisfied with your purchase, please contact our customer service team within 14 days of receiving your order. We'll be happy to assist you with returns or exchanges, ensuring you have a positive experience with our products. For more details on our return policy, please refer to our dedicated Shipping & Returns page on our website. You can find this on the footer section of our homepage.

Can't find the answer you're looking for?

You can use the live chat feature on our website to speak to one of our team, email us at info@emberandscent.co.uk or click the button below to leave us a message.

bottom of page