General

How long will it take to process my order?

Orders may take 2-5 business days to be processed, excluding shipping times. You will receive an email notification once your order has been processed.

When will I receive my order?

Standard shipping (tracked):
2-5 business days

Express shipping (tracked):
1-3 business days

Do you accept returns?

We offer a 14-day return policy from the date of receiving your order (some exceptions may apply). To qualify for a return, the products should remain in their original, unused condition, with the original packaging intact. Additionally, any complimentary gifts included in your order must also be returned in their original condition. Please note that the customer is responsible for covering the necessary materials and shipping costs associated with the return. To initiate a return request, kindly send an email to info@bkncandleco.com.

Once we receive and verify that your order meets the return criteria, we will process your refund automatically using the same payment method you selected during checkout. An email confirmation will be sent to you to acknowledge the refund transaction.

You can find more information in our returns policy or by sending us an email.

I live in Melbourne, can I pick up my order?

Yes, of course! We are located in Preston and offer free local pick up as an option when you check out. To ensure a smooth, stress-free experience, we have specific pick-up hours throughout the week. Please see our shipping & collection policy for more information.

Do you offer bulk or wholesale orders?

Yes, we do! Please email us at info@bkncandleco.com for our wholesale guide.

 

Wood wick candles

Why do you use soy wax in your candles?

Soy wax is a non-toxic, natural, renewable resource made from soybean oil. Soy wax is eco-friendly, burns cleanly, and has a longer burn time than paraffin wax. Soy wax does not produce black soot like other candle waxes and is not harmful to the air we breathe, as it is a purely vegetable-based wax.

Why is my candle "sweating"?

Candle sweating is a common occurrence in soy wax candles due to the natural material of soy wax. This phenomenon is generally caused by changes in temperature and humidity. Here's why your candle may be sweating:

1. Temperature fluctuations: When a candle is exposed to varying temperatures, especially if it moves from a colder to a warmer environment, it can cause the wax to contract and expand. The moisture in the air can then condense on the surface of the candle, leading to the appearance of tiny water droplets or "sweat."

2. Humidity levels: High humidity can contribute to candle sweating. Moisture in the air can be absorbed by the soy wax, causing it to release small droplets. This is a natural characteristic of soy wax, which is hygroscopic, meaning it attracts and holds moisture.

How do I minimise "sweating"?

Store your candles away from direct sunlight, drafts and rooms where the temperature may fluctuate. If your candle does sweat, simply wipe off the excess moisture with a tissue.

It's important to note that sweating is cosmetic and does not impact the performance, safety or burn of your candle. 

Why is there white marks, cracks or bumps on my candles/melts?

Slight variations may occur in each candle due to the nature of soy wax. You may experience a slight white coating which is known as 'frosting' and is an indicator that the wax used is 100% natural and not mixed with other waxes or additives. Soy wax is also prone to cracks or bumpy tops after burning due to the cooling process. These features do not effect the quality or burn of your candle in any way and is purely aesthetic.

What is frosting on a soy wax candle?

Frosting on a soy wax candle is a natural and common occurrence, especially with soy-based candles. It appears as a white, sometimes crystalline, powdery substance on the surface of the candle, similar in appearance to hoar frost or ice crystals. This frosting is not a defect or a sign of poor quality; rather, it is a characteristic of soy wax.

Soy wax is made from soybean oil, and frosting occurs when the natural oils in the soybean wax cool and solidify at different rates. It can also be influenced by temperature changes during shipping or storage. Frosting does not affect the candle's performance or scent throw. In fact, many candle enthusiasts appreciate it as a sign that they are burning a pure soy wax candle.

To minimise frosting, it's recommended to store your soy wax candles in a cool, dark place away from direct sunlight and temperature extremes. Keep in mind that frosting may reappear even if you remove it, as it is a natural part of the soy wax candle's characteristics.

What happens if I don't trim the wick of my candle?

Trimming the wick of your candle is an essential step in maintaining a safe and enjoyable candle-burning experience. If you don't trim your wick, your candle can produce excess soot; this can accumulate on the container's walls and ceiling, as well as in the surrounding area. This not only looks unsightly but can also be challenging to clean. A wick that's too long may cause uneven burning. This means that parts of the wax may remain unburned, resulting in wasted candle wax and a shorter overall burn time. An untrimmed wick is more likely to flicker excessively and produce smoke. This can be bothersome and even cause the candle's scent to become less enjoyable. In extreme cases, a long wick can create a larger, more intense flame, increasing the risk of accidents or potential fire hazards.

Be sure to always refer to our candle care guide before burning.

What kind of fragrance oil is used in your candles?

We use premium quality, Australian-made fragrance oils in our candles. All fragrance oils we source adhere to national standards for safety and purity and are phthalate and paraben-free. No fragrance oils are tested on animals.

What do you mean by top notes, middle notes, and base notes in your scents?

In the world of fragrance, scents are often described in terms of their "notes." These notes are used to categorise and describe the different elements and stages of a fragrance's scent profile. Here's what each of these notes means:

Top Notes: Top notes are the initial scents you perceive when you first smell a fragrance. They are the lightest and most volatile components of the scent, and they provide the first impression. These notes are usually bright, fresh, and fleeting. Common top notes include citrus, fruity, herbal, and green scents.

Middle Notes (or Heart Notes): Middle notes emerge after the top notes have evaporated. They form the heart or core of the fragrance and are responsible for its character and personality. Middle notes are more stable and longer-lasting than top notes. These notes often include floral, spicy, and woody scents.

Base Notes: Base notes are the deep, rich, and long-lasting scents that become noticeable as the fragrance dries down and matures over time. They provide the foundation and stability of the fragrance. Base notes are typically earthy, musky, resinous, or sweet, and they help to fix the overall scent. Examples of base notes include vanilla, patchouli, and sandalwood.

Understanding the different notes in a scent can help you appreciate the complexity and evolution of a fragrance and gives you a better idea of what to expect as the fragrance develops while it burns. You can find the specific notes of each fragrance in our product descriptions of our scented candles.

 

Wax melts

How do I use wax melts?

Place a single wax melt in your wax melt warmer and light an unscented tealight below. Once warm, fragrance will disperse throughout the room from the warmer. You may add additional melts if you wish.

Will all of the wax evaporate from my melt?

Not all of the wax will evaporate in the same way that your candles do. This is due to the wax not being burnt directly as it is in a candle. Your wax will eventually lose its fragrance due to this and will need to be disposed of appropriately. Never pour melted wax down drains. Once wax has cooled, use paper towel to wipe it out and dispose of correctly.

How should I store my wax melts?

Store your wax melts either in their clamshell or in the tin provided to keep them dust-free. Store in a cool, dry place away from direct sunlight to avoid cracking and melting.

 

Sculptural candles

Can I burn my sculptural candle?

Our sculptural candles are designed for decorative purposes, however should you wish to burn them, please refer to the safety instructions on our candle care page.

My sculptural candle has imperfections, is this normal?

Slight imperfections and variations may be present in our sculptural candles do to the natural properties of the product, as well as the natural handmade pouring process. Each piece is unique!

 

If you have any other questions that have not been answered here, please reach out to us at info@bkncandleco.com and we will get back to you as soon as possible.