Frequently asked questions

What is tunneling and how do I avoid it?


Tunnelling is the term used when the candle burns down the middle of the candle, as opposed to creating a full and even melt pool. This tunnel not only significantly reduces the burn time of your candle, it also doesn't look good! Tunnelling normally occurs when a candle has not been burned sufficiently during its initial and subsequent burns. We always advise burning your candle for around 3-4 hours on its first burn, but never more than 4 hours. Once the initial burn has been conducted, you should ensure that you burn your candle for around 2 hours at time to ensure that tunnelling does not occur in the future.




Do you offer free delivery?


We offer FREE standard UK delivery on all orders over £25, sent via Royal Mail 2nd class. You can always upgrade your delivery to Royal Mail 1st class, but this will incur additional fees.




Do you have a shop?


In order to offer the best value for money, we operate an online business only.




Are you on social media?


Yes! We are on Instagram (@handcraftedcandle) and Facebook (/handcraftedcandleco). We have links to both of these accounts on our website.




How do I find out about special offers?


We announce all of our special offers via social media (Instagram & Facebook) and through our email subscriber list, which you can join via our website.




Do you offer bulk discounts?


Please contact us if you would like to place a bulk order.




What forms of payment are accepted?


We accept PayPal as well as credit/debit card (Visa, MasterCard etc)




Do you offer discounts?


Our current monthly offer is shown at the top of every page. If you subscribe, we also send out regular subscriber-exclusive offers, so subscribe now!




How do I use a discount code?


Simply enter your code at the checkout.




How do I modify or cancel my order?


Please contact us. Unfortunately, any order that has been shipped cannot be changed or cancelled. In this event, please see our returns policy.




What if I receive my order and something has broken?


In the unlikely and unfortunate event that one of your items has broken in transit, please contact us immediately so that we investigate. You will need to provide us with your name, address and order number.




How do I make a return?


To make a return, please see our Returns page for details.




Can I place a wholesale/trade order to sell your products in my shop?


Please contact us if you would like to place a wholesale/trade order.




Do you offer white-label products and if so, what are your prices?


White-label products are products produced by us, which you then rebrand as your own to make it appear as if you had made them. Simply put, you place an order, we manufacture the products, ship them out to you and you then place your own labels and branding to sell as your own. We can offer white-label products and prices depend upon various factors. Please contact us to discuss this further.





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