Questions and Answers
Help! My wick isn't staying lit?
For a proper burn, you must trim the wick before every burn and allow wax to fully melt to the edge of the vessel, both on the first burn and consecutive ones! Do this by breaking off the TOP black bits of the wick, or use nail clippers. You need to shorten the wick to be about 1/8″ – 3/16″. The shorter height allows the wax to feed the flame properly. Wicks light best with a BBQ lighter (hold it 5-8 seconds when lighting). If you think you've over-trimmed the wick, use a butter knife to scrape out a small amount of wax from directly underneath the wick and relight with the lighter. If your candle starts to tunnel, your wick can have troubles staying lit. To be able to fix this issue, use the butter knife to take out the tunneling wax to level out the surface of the wax. Wax should all be level and approximately 1/8" below the wick.
(Read the entire guide on our care page).
What can I do with my leftover wax or tunneling candle?
Candle tunneling happens when a candle burns down its center, leaving a ring of hard wax around the outside. This is a result of your candle not given enough time to fully melt to the edges (1-2 hours).
Foil option: Light your candle. Poke a hole in a piece of aluminum foil and place securely around the top of the candle. This allows the heat to stay in and melt the rim of hard wax on the sides. Keeping your candle in eye sight at all times, let it burn for 1-2 hours. Check every half hour, and eventually you’ll have a good even wax pool and a re-set candle. Please be careful when removing the foil, it will be HOT! Please Note: If there’s too much liquid wax that is now drowning the wick, use a tissue paper to soak up the excess. Please take caution using this method and remember it is VERY HOT!
Why does my wax look strange after burning it?
It can look a little lumpy and bumpy - which is completely normal and a sign that you have a candle made of 100% soy wax with no additives!
Questions and Answers
What are Wax Melts?
Wax melts are completely wickless scented pieces of wax that are melted in a warmer. The warmer heats and melts the solid wax. As the wax melts, it fills up the area with its aroma, lasting for hours in your home.
How do I use Wax Melts?
Warmers are available in different types. They can be electric, plug-in or tealight warmers that melt the scented wax to release their aromas.
What are the benefits of Wax Melts?
Wax melts are long-lasting and have a higher burn-time when compared to traditional candles. Studies have found that wax melts absorb heat slowly, and also release fragrance without burning. Ultimately, this slows down the evaporation process, which makes wax melts last longer. The average is 1 hour melt time per gram of wax melt.
Questions and Answers
If I live in Vancouver, can I pick up my order?
We are based in South Surrey, BC. So you can always do FREE local pick-up. Please choose this option at check out and you will receive an email when ready for pick-up. Please check your 'Junk folder' if you do not receive anything. Please keep in mind that we don’t have a storefront and online purchasing or one of our retailers is your only options!
My order still hasn't arrived/tracking isn't updating and it's been weeks! What do I do?
We send you tracking information; please ensure you check your junk folders or any email you may have missed. If nothing is to be found, please reach out to us via email at firstname.lastname@example.org and we will look into this for you.
Please keep in mind that any international shipping does not come with tracking unless purchased and upgraded.
What are your shipping rates?
All shipping fees are automatically calculated at checkout and international packages may be subject to customs fees, which are not included in our shipping rate and are the customer's responsibility to cover. International orders also do not include tracking unless shipping is upgraded. Lily Lou's Aromas is not responsible for lost packages with no tracking purchased.
All orders are processed and shipped from South Surrey, BC within 5-7 business days. You will receive a shipping notification once your order is shipped. Orders within BC will arrive within a few days, anywhere else can take between 7-14 days.
Shipping within Canada:
• Local Pick-up = FREE
• Under $150 = $15
• Spend over $125 = FREE
Express shipping is an option you may also select. If you are in Vancouver, BC, we may be able to offer drop off. Please reach out to us via email@example.com for more assistance.
Do you accept returns or exchanges?
We do not offer returns or exchanges. Used, personalized or open candles cannot be exchanged, returned or refunded. However, we will replace or refund products damaged during shipment if photographic proof of damage and receipt is submitted to firstname.lastname@example.org within 48 hours of arrival.
If you purchased from a retailer, we unfortunately cannot accept returns, exchanges, or refunds that are not purchased from www.lilylousaromas.com at this time.
Do you ship to the USA or Internationally?
Yes! Shipping costs are automatically calculated at check out. We are excited to be shipping worldwide!
International shipping does NOT include tracking unless upgraded and purchased. Lily Lou's Aromas is not responsible for the time frame it may take for you to receive your package or if it is lost due to no tracking purchased.
Questions and Answers
How do I return my used candle vessel for $3 off my next order?
Send us back your candle vessel for $3 off your next order or save up 10 vessels and ship them back to us to be recycled for a FREE candle. You can ship them or locals can drop them off. Reach out to us on email@example.com and ensure your vessel is eligible for this option.
How do you work to be eco-friendly?
We work hard on being as eco-friendly as possible. Wax melts do come in plastic packaging but you can request without packaging at checkout and they will come just as they are: fresh out of their mold. We use biodegradable glitter in melts (you can request without) and natural fragrance oils where we can, or essential oils.
Candles come in a glass vessel that can be returned to us to be recycled or can be kept to store your items or be repurposed. Our wicks are cotton braided or wood and burn clean. We use renewable, 100% soy wax. We never include any unnecessary packaging and all products are bought and sourced locally to reduce travel and shipping waste. We repurpose any shipping boxes we can to keep down our waste and single use.
Do you do wholesale or custom orders?
We are accepting wholesale for retailers that are a fit with our brand. Please email us at firstname.lastname@example.org or use my wholesale sign up in the main menu under Lily Lou's Aromas to get in touch!
Yes, we can do custom candles! Please note custom orders need to be confirmed with us before purchasing: please contact email@example.com.