FAQ
FAQ Help Center
popular questions
Below you can find the answers to the most popular questions
Candles
Naturally, the candle’s glass will be hot because of the fire. Please be very careful when moving the candle during or right after burning. It’s best to let it cool down first.
Make sure to keep the wick in the center of the glass. When the candle has almost burned up, the wick might start floating if you move the candle. Always check if the wick is still in the center of the glass after moving the candle. If not, carefully move it with a match or stick.
Burn your candle on a fire-resistant surface at all times. Use a fire-resistant coaster if you are unsure whether your table, closet, or shelf can handle the heat.
Check also our list of tips to burn your candles sustainably and safely
When you notice that the wick smokes, flickers, or looks like a mushroom when lighting your candle, please make sure to cut the wick down to a maximum of 1 cm.
We test all wicks, and mostly they break off by themselves to maintain the right length. However, they might sometimes need your help. The best way to take care of the wick is to trim it before every lighting. It might sound weird to make it short, but trust us, it will help and make your candle burn longer.
This is no problem at all. These white spots sometimes occur when pouring hot wax into a cold glass. We might be able to prevent that from happening by pre-heating the glasses, but that wouldn’t be very sustainable and practical.
So, these white spots are nothing to worry about: they aren’t hollow spaces in the glass, and if you burn your candle for a while, they will disappear automatically. It might not be the prettiest sight, but it indicates that we use 100% natural wax.
We hope that’s not the case! But if you think your candle doesn’t burn as intended, please let us know by sending us an e-mail with a picture and description of the problem. All our candles are made by hand, and we can’t test your candles before shipping them out (although we do test new batches), so we’re happy to help you however we can. It’s a great way for us to learn, and we want you to enjoy your candles to the fullest.
All our candles are completely vegan and, therefore cruelty-free.
We use oils that have natural-based ingredients, including essential oils. We don’t use 100% essential oils because almost all of them are not suitable for burning or use in candles. Also, these oils emit a very light scent when burning them.
Of course, our oils aren’t toxic. They are perfectly suited for candles and their burning process. Another reason we don’t use essential oils (or ethereal oils) even if they were suitable for burning in candles is that they would significantly drive up our candles’ price. This way, it wouldn’t be fun for anyone. However, we always use scents that are most true to nature so that you won’t find chemical scents in our business.
This doesn’t mean we don’t search for the right oils or a great balance of infusions.
Of course, this is a matter of personal taste, and it differs per candle, but we’re pretty sure we are somewhere in between strong and mild. Let’s call it subtle.
Orders
Of course, we can! In the checkout screen, fill the shipping address you want. We won’t attach the invoice when shipping to that address. Instead, we will email it to you.
Absolutely! We ship our candles to all corners of the globe.
Unfortunately, at this point is not possible to pick-up your candle from our candle studio, but we plan to make it an option soon.
You’ll receive an order confirmation by email after making your purchase. Haven’t seen anything in your inbox (or spam folder)? Send an email to info@zoescandles.com
You can use Credit Card, and IDEAL.
You should get an email after subscribing. Maybe the email has ended up in your spam folder. If you can’t find it anywhere, please email us at info@zoescandles.com
Shipment & Delivery
This depends on the number of candles you will order and the destination. You can find the price at the basket and checkout page based on your country.
We do our best to ship your order as quickly as possible because we know how much you look forward to getting your candles. Normally it takes 3 to 4 business days.
You’ll receive a track and trace code by email (please also check your spam folder) once the postal service has taken in your package. Please email us at info@zoescandles.com if you haven’t received anything.
We work together with PostNL. They will take care of delivering your package. For shipments outside of The Netherlands, PostNL works together with national partners, so we don’t know which one will bring you your order.
Returns
You can return or exchange your order within 14 days if you’re not completely happy with it. Please contact us as soon as possible if this is the case. Additional shipping costs are for the customer.
We’re very sorry to hear that. Sometimes the journey towards your front door has just been a bit too hard. Please keep the box, packaging, and candle and email us. We will fix it for you. It could be that PostNL needs pictures as proof, so it’s best to keep everything until it is sorted out.