Where do you post to?
We are a UK based company and only sell and deliver in the UK. 

How long does delivery take?
Orders are dispatched in 24 hours from purchase and delivery is 1-2 days after. During busier times, such as Black Friday and Christmas, there may be a slight delay which could add on an extra day delivery. 

How much is postage?
Postage is £5.00 per order. All orders are posted as next day delivery with a tracking code via Royal Mail.

Do you provide tracking?
Yes, our courier Royal Mail will email or text you with the tracking number and update on your delivery.

Can I change or cancel my order after placing it?
If your order has not posted, we can usually amend the address, items or cancel and refund. Contact us as soon as possible with your order number.

What happens if my parcel is delayed, lost or shows as delivered but I do not have it?
Contact us as soon as possible and we will investigate with the courier and resolve it for you.

What is your return policy?
We offer a money back guarantee if you don’t love your candle. If for any reason you don’t think the product was worth the money, please let us know and we’ll provide a refund immediately.

What if my candle arrives damaged or the wrong item was sent?
In the rare case that this does happen, please contact us as soon as you can with details of either the damaged or incorrect item. 

How long do refunds take?
Refunds are issued to your original payment method. Banks can take 3 to 5 working days to show the funds.

What wax do you use?
We use 100 percent soy wax. It is plant based and biodegradable. When burned correctly it provides a clean, even burn with an excellent scent throw.

There is a thin layer of paraffin wax on the wicks of our candles. We are working on transitioning this to soy wax so we have a complete soy wax candle.

What fragrance oils do you use?
We use high quality, IFRA compliant fragrance oils. Every blend is tested for performance and safety. All candles include the correct CLP safety information and allergen disclosures.

Are your products vegan and cruelty free?
Yes. Our candles are vegan friendly, and we do not test on animals.

Do your candles contain parabens or phthalates?
Our fragrance oils are sourced to meet strict safety standards. Where a blend is paraben or phthalate free, we will note this on the product page. If you have a specific sensitivity, contact us and we will share the CLP sheet for that scent.

What is the burn time?
A standard 200 g candle has an approximate burn time of up to 35 hours when burned according to our care guide. Burn times can vary based on room conditions.

What wick do you use?
We use cotton wicks that are free from lead and zinc.

How do I get the best burn and scent throw?

• First burn: let the melt pool reach the glass edge, usually 2 to 4 hours.
• Trim the wick to about 5 mm before each burn to prevent soot and mushrooming.
• Burn for 2 to 4 hours at a time. Extinguish, let the candle cool and trim the wick before relighting.
• Keep away from drafts and heat sources for an even burn.

My candle is tunnelling. What can I do?
Let it burn long enough to fully melt edge to edge. If tunnelling has started, a longer supervised burn can help the wax level out. Ongoing wick trimming and avoiding drafts will also help.

I can see soot or a mushroom shaped wick. Is that normal?
A small amount can happen if the flame is too high. Trim to 5 mm before each burn and avoid burning for more than 4 hours at a time.

Is it safe to burn a candle to the bottom?
Stop burning when about 10 mm of wax remains to protect the surface under the glass.

Basic safety
Never leave a burning candle unattended. Keep out of reach of children and pets. Burn on a heat resistant, stable surface away from flammable items.

What payment methods do you accept?
Major debit and credit cards, Shopify supported wallets and any methods shown at checkout.

We also offer buy now, pay later services such as Clearpay and PayPal.

My discount code is not working. What should I do?
Check the code spelling, expiry date, and any conditions like minimum spend. If it still does not work, contact us before you complete checkout and we will help.

Can I combine discount codes?
Only one code can be used per order unless stated otherwise.

Do you offer wholesale pricing?
Yes. We welcome boutique and retail enquiries. Contact us at info@jaqcandles.co.uk with your business details and estimated volumes.

Do you offer corporate gifting or bulk orders for events?
Yes. We can supply larger quantities but do not offer customisation. 

Can you create a custom scent or private label?
At this moment in time we do not offer this service.

How can I check for allergens?
Each candle has a CLP label. We can also provide the CLP document on request before you buy. If you have known sensitivities, test in a well-ventilated room and limit burn time.

Contact

How do I reach customer care?
Use the Contact page on our website with your order number and we will reply as soon as possible. You can also message us on our social channels for quick questions.