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FAQ

We answer all your burning questions

Candle Care

What do I do if my wood wick keeps flaming out?

If your wood wick isn’t staying lit, it means you need to trim your wick for a proper burn. The easiest way to do this is by pinching off the top burnt bits with your fingers or using a small tool like a nail clipper or wick trimmer. You should regularly trim the wicks of your candles to ensure a crisp burn. We recommend a length of 3mm – 5mm.

Why is my candle bumpy and rough at the top after burning?

Don’t worry, we looked this up too when we were in the testing phase! Turns out, this is the best way to know your candle is made from 100% soy. Bumpy surfaces are super common with soy wax it happens when the candle cools at an inconsistent rate. Sometimes your candle can dry with an uneven surface and sometimes it will dry smooth as ever. The good news? This is all-natural and does not affect the performance of your candle.

How can I stop my candle from tunneling?

Your candle can tunnel if you extinguish the flame before its optimal burn time, leaving a literal ‘tunnel’ around the outside. This leftover wax means your candle won’t achieve its maximum burn potential and can become difficult to light later on. We never want that to happen, so please ensure you are burning your candle until the entire top layer is liquid wax. This way it will set evenly with no tunneling.

I've tunnelled my candle! What can i do now?

Don’t stress! There’s an easy fix if you’ve accidentally tunnelled your candle. What you need to do is create a foil wrap around the sides and top of the tin, then poke a hole to light the wick. This will create an oven inside the candle for the edges to melt down. Make sure on first burn to always leave your candle lit until all the wax has melted to the edge, as this forms a memory ring for the next burn.

Help! My candle looks like it's sweating?!

If you see little beads of on the top of your candles, your candle might be sweating. Sweating can be the result of moving a candle from one temperature to another. Soy wax is sensitive to extreme temperature changes, causing the natural oils to separate from the wax and leaving pools of oil on top. Sweating will not affect the quality of your candle at all. You can simply wipe off the excess oil with a tissue. To avoid this in the future, make sure to keep your candles away from drafts, direct sunlight and room that vary in temperature.

My tin lid is really tight, how can I open it?

Because our candle jars are tins, they come with lids that resemble, well, a tin! We’ve made sure our tin lids are as loose as possible so you can take them off straight away. But if you’re finding it hard to open, grab a kitchen spoon and simply lift to pop it open!

I’d love to reuse my tins! How do I clean the tin jars after I’ve finished burning?

Good question, we’re all about upcycling at sent.! To properly clean your tins, first you’ll want to remove any additional wax on the inside of the jar. You can do this by heating up your tins in low simmering water to melt the wax. Once melted, discard the wick and add a little bit of water so it sets to a firm block. Remove the block of wax with a fork, then wash the inside with some soap and water. If you want to remove any labelling, you can simply use a hairdryer (works like a charm.)

There are so many things you can do with your jars! We’ve turned our empty tins into pen holders, pot plants for herbs and flowers, spice jars, and brush holders.

How do your custom candles work?

Our custom candles were designed to celebrate life’s memories. We researched a bunch of ‘personalised’ candle companies, but felt they were lacking just that personalisation! So instead of having customers choose from a limited number of pre-made scents, our custom candles let you create a unique scent based on your own moments and experiences.

It’s so easy to get started! All you need to do is take our quiz here. You tell us a little bit about what you want to create, then we read your answers and determine the best scent notes for your candle. We go off to make your bespoke candle, and deliver it right to your door once completed 😊

Please note due to the custom nature of these products, orders have a processing time of 7-10 days.

Are your candles eco-friendly?

We are super transparent about how our candles are made and packaged. In our candles, we use 100% natural soy wax, FSC (Forest Stewardship Council) certified wood wicks and recyclable tin cans. Our packaging contains biodegradable peanuts with cards made from 100% post-consumer paper and water-activated tape.  The boxes we use are recyclable, containing at least 50% recycled fibre, plus our samples are sent out using compostable mailers. The only plastic materials we use are adhesive on wick stickers and label stickers, although we are actively trying to find greener alternatives to this!

Order Info

Do you offer samples?

Yes, we do! It’s hard to smell candles over the internet, which is why we’ve created a dedicated kit so you can try it before you buy. Our sample kit lets you pick 5x 20g tins and we’ll even throw in a special discount if you decide to commit to a candle later on. Shop our sample kit here.

Do you ship internationally?

At the moment we only offer shipping nationwide in Australia. As much as we’d love to expand internationally, we’re still trying to find our groove before we do! This is something we are definitely looking into though 😊

I can't seem to find my order/tracking confirmation emails?

Once your order has been placed, you’ll receive an order confirmation, then a shipping confirmation email containing a tracking number you can use to track your package. If you haven’t received either of these emails, please check your spam folder to ensure it hasn’t gone to junk!

Still can’t find it? Email us at hello@sentstudio.co and we’d be more than happy to help.

My order still hasn’t arrived! What should I do?

Oh no! This is definitely not something we want happening. Due to COVID-19, unfortunately, there have been delivery delays across the country, which is why you may be experiencing longer processing times and slow tracking updates. But rest assured it’s on its way!

We recommend you frequently check the tracking link provided on your email, and if there still aren’t any updates, feel free to contact us at hello@sentstudio.co and we’ll get to the bottom of it for you. We appreciate your ongoing patience during this time.

Do you offer returns/exchanges?

Due to the nature of our products, used candles cannot be exchanged or refunded. Please note we also do not offer refunds on change of mind purchases. However, we’ll be more than happy to replace or refund products damaged during transit. If your candle was damaged during shipment, please contact us at hello@sentstudio.co with proof of damage within 48 hours of receiving the order. Read more about our return policy here.

We do not accept exchanges or returns on sale items and gift cards.

Do you do wholesale or custom orders?

Yes, we can do wholesale orders and custom candles for any event! Please reach out to us at wholesale@sentstudio.co with more details.

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