FAQs

Welcome to our FAQ page! Here, you will find answers to some of the most commonly asked questions about our products and company. Whether you have a question about our shipping policies, product ingredients, or anything in between, we hope this page will provide the information you need. If you don't find the answer to your question here, please don't hesitate to contact us. We're always happy to help. Take a look through the FAQ's below to find what you're looking for.

Why is this first burn so important?

The first time you light your candle it needs to burn until the candle wax pools at the sides of your jar. Candles create a memory so its important that the first burn is done correctly.
If you burn initially until the wax pools to the sides of the jar (the top layer is completely liquid or as close as possible) the candle memory will continue to burn like so, throughout the remainder of your jar. Depending on your environment this may take anywhere from 2-4 hours.

Why do I need to trim the wick before lighting?

Trimming your wick will allow the candle to burn at the recommended and safe temperature and will promote an even burn. Wicks should be trimmed to 5mm before each lighting it. If its not trimmed after some time it will mushroom ( the result of a carbon buildup)

Why does my jar have black soot around the sides and how can I get rid of it?

If soot forms on the inside of your glassware it is most likely because you haven’t done all of the following:
Burnt your candle at the recommended time from of up to 4 hours.
Not trimmed your wick prior to burning
Not removed any debri, dust or dirt from the wax
Simply extinguish your candleand wait for it to cool. Wipe with a clean damp cloth or paper towel. Trimthe wick and relight.

Why is the first burn so important?

The first time you light your candle it needs to burn until the candle wax pools at the sides of your jar. Candles create a memory so its important that the first burn is done correctly.
If you burn initially for up to 4-5 hours or until the wax pools to the sides of the jar (the top layer is completely liquid or as close as possible) the candle memory will continue to burn like so, throughout the remainder of your jar.

How can I burn my candle safely?

Never leave a burning candle unattended. Don’t place a burning candle near clothing, books, curtains or anything flammable. Keep candles out of the reach of children and pets. Place the candle on a stable and heat-resistant surface. Place burning candles at least 3 inches apart from one another. Please refer to our safety sticker on the bottom of each candle for further information.

My Candle has surface imperfections, is this normal?

Lush soy candles are all hand poured and not massed produced. Although every effort is made to ensure consistency, each candle is unique. When using natural wax, sometimes you may notice darker patches or wet spots in your container. This is not a fault of the candle – simply a characteristic of natural wax where it has not 100% adhered to the glass. This does not affect the candle in any way. It’s how you know it’s a completely natural wax.

Do you offer wholesale?

We certainly do! If you feel Lush Soy Candles would be a good match for your business, we would love to hear from you! For more informationplease get in touch. There is a minimum order requirement for all wholesale orders.

How much is shipping and how long will it take to get my order?

We offer free shipping for orders over $95 and a flat rate of $18 Australia-wide!
All orders are processed within 2-5 business days. Please allow up to 6 business days during busier periods such as Christmas.
We ship with Australia Post, once your order has been shipped, you will receive tracking information. Depending on your location, your order may take up to 10 business days to arrive. If you have not received your order during this time, please email info@lushsoycandles.com.au
Please ensure you have entered your shipping address correctly, as additional shipping charges for a redelivery will be charged.

What is your refund policy?

We assess each return and refund enquiry on a case by case basis. We are confident that you will love our product, but if you receive a product you are not absolutely in love with, please let us know and we can arrange an exchange or a refund. You will be responsible for return postage, and postage of the new item. Please email info@lushsoycandles.com.au for more information.
My candle broke in the post, can I get a replacement?
In the unfortunate event that you have received a candle which has broken during transit, please email us at info@lushsoycandles.com.au within 24-hours of receiving the item with a photo of the box, and the broken candle inside the box. We will replace the broken candle for you within 5-days not including postage time.
Can I send my order as a gift?
Absolutely, please tick the “Gift” box at checkout and write in the notes section what message you would like to send.

Where can I see your products in person?

You can see our products at the Old Bus Depot Markets each Sunday, as well at any of our stockists. You will also see us pop up around at other various markets. A full list of our stockist and market dates are available here https://lushsoycandles.com.au/pages/markets

Do you offer free pickup?

We offer free pickup from the Old Bus Depot Markets each Sunday or from our workshop in Goulburn (appointment necessary). We also offer free delivery in Goulburn.