1. What makes JAQ Candles special?

Our candles are made in the UK using premium soy wax and carefully selected fragrance oils to create a beautiful, long-lasting scent throughout your home. Each candle is presented in a minimalist gloss vessel, designed to complement your space, and arrives in our signature packaging.

2. How do I choose the right fragrance?

Fragrance is personal, so we recommend choosing a scent based on the atmosphere you want to create in your home.

Our fragrances are organised into four collections:

• Fresh & Floral: Light, elegant fragrances for a fresh and inviting atmosphere.
• Fruity & Herbal: Vibrant, refreshing scents with a beautiful balance of fruity and botanical notes.
• Amber & Spiced: Warm, comforting fragrances, perfect for creating a cosy atmosphere.
• Woody & Smoky: Rich, sophisticated fragrances with deeper, earthy notes.

Each product page includes detailed fragrance notes to help you find your perfect scent. If you're unsure, please get in touch and we'll be happy to recommend one.

3. Which JAQ Candles are your most popular fragrances?

Some of our most loved fragrances include Pear & Freesia, a light and elegant floral scent; Lavender & Camomile, a soft and comforting fragrance; and Sweet Mint & Eucalyptus, a refreshing botanical scent.

These are wonderful starting points if you're discovering JAQ Candles for the first time.

4. How strong are your candle fragrances?

Our candles are created to deliver a strong, beautifully balanced fragrance that fills your space without being overwhelming.

Fragrance strength can vary depending on the scent, room size and airflow. Whether you prefer something fresh and subtle or rich and warming, our collection offers a variety of fragrances to suit your preferences.

5. What size are your candles?

Each JAQ Candle contains 360g of soy wax and is presented in a gloss vessel measuring 10cm in height and 9cm in diameter.

6. How long do JAQ Candles burn?

Our 360g candles offer an approximate burn time of up to 65 hours when cared for correctly.

To enjoy the best performance and longevity, we recommend following our Candle Care Guide.

7. Are your candles available in different colours?

Yes. Our candles are available in two timeless finishes: gloss white and gloss black.

8. Are JAQ Candles suitable as gifts?

Absolutely. Every JAQ Candle arrives beautifully presented in our signature packaging, making it a thoughtful gift for birthdays, Christmas, celebrations, housewarmings or simply to show someone you care.

With a selection of luxury fragrances and a choice of black or white vessels, there's something to suit every home and personal taste.

1. Where do you deliver?

We currently deliver exclusively within the United Kingdom and do not offer international shipping.

2. How much does delivery cost?

Standard UK delivery is £4.65 on orders under £100. Orders over £100 qualify for complimentary delivery.

All orders are sent using a tracked delivery service, so you can follow your parcel's journey.

3. How long does delivery take?

We aim to process and dispatch orders within 1–2 working days. Once dispatched, delivery typically takes 1–3 working days.

During busier periods, such as Black Friday and Christmas, delivery may take a little longer.

4. Can I track my order?

Yes. Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking information.

You can use this to follow your parcel's progress and stay updated on its expected delivery. Our courier is Royal Mail.

5. Can I change or cancel my order after placing it?

If your order hasn't been dispatched, we may be able to make changes or cancel it.

Please contact us as soon as possible at info@jaqcandles.co.uk, including your order number and the changes you'd like to make. We'll do our best to help.

6. What happens if my parcel is delayed or missing?

If your parcel is delayed, missing or marked as delivered but hasn't arrived, please contact us at info@jaqcandles.co.uk with your order number.

We'll investigate the issue with our delivery partner and work to resolve it as quickly as possible.

1. What is the JAQ Candles Love Your Candle Promise?

We want you to absolutely love your JAQ Candle.

If you're not completely satisfied with your candle, we'll happily replace it with a new one, even if you've already lit or used it.

Simply contact us at info@jaqcandles.co.uk with your order number, and we'll help arrange your replacement.

2. Can I return my candle if I change my mind?

Of course. If you've changed your mind, you can request a return within 30 days of receiving your order.

Please contact us at info@jaqcandles.co.uk for return instructions, and send your candle back within 14 days of notifying us.

For change-of-mind returns, we ask that candles are unused and returned in their original packaging wherever possible. Return postage costs are your responsibility.

3. What if my candle arrives damaged, faulty or incorrect?

We take great care when preparing every order, but if something isn't quite right, we're here to help.

Please contact us at info@jaqcandles.co.uk with your order number and, where possible, photographs of the issue.

We'll arrange an appropriate replacement or refund at no additional cost to you.

4. How long does it take to receive my refund?

We aim to process refunds within 7 business days of receiving your returned item.

Refunds are issued to your original payment method. Once processed, the funds may take additional time to appear in your account, depending on your bank or payment provider.

1. What type of wax do you use?

Our candles are made using 100% soy wax, a plant-based, renewable and biodegradable alternative to traditional paraffin wax.

Soy wax burns slowly and evenly when cared for correctly, helping you enjoy a beautiful, long-lasting fragrance throughout your home.

2. What type of wicks do you use?

We use high-quality cotton wicks that are free from lead and zinc.

Our wicks currently have a thin paraffin wax coating to support consistent burning. While the candle wax itself is 100% soy, we want to be transparent about every component of our candles.

3. What fragrance oils do you use?

We use premium, carefully selected fragrance oils that comply with International Fragrance Association (IFRA) standards for their intended use.

Each fragrance is chosen for its quality, character and performance, creating a beautiful scent experience throughout your home.

Our candles also include the relevant safety and allergen information in accordance with CLP labelling requirements.

4. Are your candles vegan and cruelty-free?

Yes. All JAQ Candles are vegan-friendly and cruelty-free.

Our candles contain no animal-derived ingredients, and we do not test our products on animals.

5. Do your candles contain parabens or phthalates?

We carefully select our fragrance oils to meet relevant safety standards.

Some of our fragrance blends are confirmed as paraben-free or phthalate-free, although this can vary depending on the fragrance.

Where confirmed, this information is included in the individual product description. If you have questions about a particular fragrance, please contact us at info@jaqcandles.co.uk.

6. How can I check if a candle contains allergens?

Each JAQ Candle includes a CLP safety label detailing relevant hazard and allergen information. You can also find ingredient and safety information on our individual product pages.

If you have a known allergy or sensitivity, we recommend reviewing this information before purchasing or using your candle.

For further information about a particular fragrance, please contact us at info@jaqcandles.co.uk, and we'll be happy to help.

1. How do I get the best burn and fragrance from my candle?

To enjoy the best performance and fragrance from your JAQ Candle, we recommend following a few simple steps:

• First burn: Allow the wax to melt evenly across the surface, reaching the edges of the vessel. This usually takes 4 hours and helps prevent tunnelling.
• Trim the wick: Before each burn, trim the wick to approximately 5mm to encourage a steady flame and minimise soot.
• Positioning: Keep your candle away from draughts and direct heat sources to maintain an even burn.

Following these simple steps will help you enjoy your candle's fragrance and longevity.

2. Why is my candle tunnelling, and how can I prevent it?

Tunnelling occurs when the wax burns down through the centre of the candle, leaving unused wax around the edges.

To help prevent this, allow the wax to melt evenly across the surface during the first burn.

If tunnelling has already started, allowing the wax to melt more evenly during subsequent burns may help.

3. Why is my candle producing soot or developing a mushroom-shaped wick?

A small amount of soot or carbon build-up can occasionally occur, particularly if the wick becomes too long or the candle is exposed to draughts.

To minimise this, trim the wick to approximately 5mm before each burn.

If the flame becomes unusually large or starts producing excessive smoke, extinguish the candle and allow it to cool before trimming the wick.

4. When should I stop burning my candle?

We recommend stopping use when approximately 10mm of wax remains at the bottom of the vessel.

Continuing to burn your candle beyond this point can cause the glass to overheat.

5. What is the best way to extinguish my candle?

You can gently blow out the flame or use a candle snuffer to extinguish your candle.

Allow the wax to cool and solidify completely before moving or relighting it.

6. How can I burn my candle safely?

For a safe and enjoyable candle experience, please follow these precautions:

• Never leave a burning candle unattended.
• Keep candles out of reach of children and pets.
• Always place your candle on a stable, heat-resistant surface.
• Keep away from curtains, furnishings and other flammable materials.
• Avoid draughts and direct heat sources.
• Never move your candle while it is burning or the wax is still hot.

Always follow the safety instructions provided with your candle.

7. How should I store my candle?

To preserve the quality of your candle, store it in a cool, dry place away from direct sunlight and heat.

This helps protect the wax and fragrance, ensuring your candle is ready to enjoy whenever you choose to light it.

Section 6 — Payments & Offers

1. What payment methods do you accept?

We accept all major debit and credit cards, including Visa, Mastercard and American Express.

We also offer convenient payment options such as Apple Pay, Google Pay, Shop Pay, Clearpay, Klarna and PayPal.

Available payment methods will be displayed at checkout.

2. Do you offer Pay Now and Pay Later options?

Yes. We offer flexible payment options to make shopping with JAQ Candles as convenient as possible.

You can pay in full using Shop Pay or PayPal, or choose to spread the cost of your purchase with Clearpay or Klarna, subject to eligibility.

Available payment options and repayment terms will be displayed at checkout.

3. Do you offer a discount for first-time customers?

Yes! As a welcome to JAQ Candles, new customers can enjoy 10% off their first order when they sign up to our mailing list.

You'll also receive updates on new fragrances, exclusive offers and special promotions.

4. Can I use more than one discount code?

Yes! Our affiliate discount codes can be combined with your 10% welcome discount, giving you even more savings on your first order.

Other promotional codes may have specific conditions and cannot always be combined. Please check the terms of each offer before purchasing.

5. Where can I find affiliate discount codes?

We regularly collaborate with content creators who share exclusive discount codes with their followers.

Follow us on Instagram @jaqcandles to discover our latest collaborations, affiliate codes and exclusive offers.

6. Why isn't my discount code working?

If your discount code isn't working, please check that it has been entered correctly and that your order meets any applicable conditions, such as a minimum spend or expiry date.

Some offers may also be limited to specific products or customers.

If you're still experiencing difficulties, please contact us at info@jaqcandles.co.uk before completing your purchase, and we'll be happy to help.

1. Do you offer wholesale pricing?

Yes, we welcome wholesale enquiries from boutiques, independent retailers and businesses interested in stocking JAQ Candles.

If you're interested in becoming a stockist, please contact us at info@jaqcandles.co.uk with your business details and estimated order quantities.

We'll be happy to discuss potential opportunities and provide further information.

2. Do you offer corporate gifting or bulk orders for events?

Yes, JAQ Candles are a beautiful choice for corporate gifting, special occasions and events.

We can accommodate larger orders, whether you're looking for client gifts, employee appreciation presents or candles for a special event.

Please contact us at info@jaqcandles.co.uk with your requirements, estimated quantities and preferred delivery date, and we'll be happy to discuss the available options.

3. Can you create custom fragrances or private-label candles?

We don't currently offer bespoke fragrances, personalised packaging or private-label candles.

However, our existing collection of luxury fragrances and signature packaging provides a beautiful gifting option for businesses and special occasions.