FAQ

Clarky Candles - Frequently Asked Questions

🕯️ CANDLE CARE & BURNING

Q: Why did my candle create a tunnel down the middle instead of burning evenly? A: This happens when the first burn doesn't reach edge-to-edge. Candles have a "memory" - they remember where you first extinguish them. Always burn new candles for 1-2 hours initially (or 1 hour per inch of diameter) until the wax melts completely across the surface. This creates the proper "memory pool" for even burning throughout the candle's life.

Q: How long should I burn my candle at one time? A: Never burn any candle for more than 4 hours continuously. Beyond this, the scent throw reduces, the wick may "mushroom" from carbon buildup, and the container could overheat. For all-day fragrance, extinguish after 4 hours, let cool, trim the wick, then relight.

Q: My candle is smoking or has a burnt smell - what's wrong? A: Your wick needs trimming! Always trim to ¼ inch before each use. Long wicks burn too hot and fast, creating smoke and reducing your candle's lifespan. If you smell "burnt tire," the candle may contain paraffin wax - our candles use clean-burning natural waxes.

Q: How do I properly trim my candle wick? A: Use a wick trimmer at a 45-degree angle, keeping the base almost flush with the wax surface. Trim to exactly ¼ inch and remove any debris before lighting. This should be done before every single burn, including the first one.

Q: What's the best way to extinguish my candle? A: Never blow out your candle! Use a candle snuffer to eliminate smoke and prevent debris from falling into the wax. After extinguishing, use a wick dipper to straighten the wick so it's ready for next time.

Q: When should I stop using my candle? A: Stop using your candle when there's less than ½ inch of wax remaining. Continuing to burn beyond this point can crack the container and damage nearby surfaces from excessive heat.

📦 ORDERS & SHIPPING

Q: What are your shipping costs and delivery times? A:

• Orders under 5kg: £3.60 (48-hour tracked delivery)
• Orders over 5kg: £4.90 (48-hour tracked delivery) All orders are dispatched within 3 business days as our products are handmade to order.

Q: Do you offer free shipping? A: We focus on keeping our product prices competitive rather than inflating them to cover "free" shipping. Our transparent shipping costs ensure you get the best value.

Q: Can I track my order? A: Yes! All orders include 48-hour tracked delivery. You'll receive tracking information once your order dispatches.

🛍️ PRODUCTS & PRICING

Q: What's the difference between your regular and luxury candles? A:

• Regular Candles (£9.95): High-quality scented candles with excellent throw
• Luxury Candles (£18.95): Premium gift-wrapped candles with 40+ hour burn time, perfect for special occasions

Q: How long do your candles burn? A:

• Regular candles: Approximately 25-30 hours
• Luxury candles: 40+ hours Actual burn time depends on proper care (trimming wicks, avoiding drafts, following the 4-hour rule).

Q: What's the difference between wax melts, snap bars, and scoopies? A:

• Snap Bars (50g - £2.20): Pre-portioned segments you break off
• Scoopies (120g - £7.95): Loose wax you scoop out as needed
• Both offer the same beautiful fragrances, just different formats for your preference

Q: How do I use scented sizzlers? A: Scented sizzlers (also called simmering granules) are used in wax burners/warmers that provide heat. Simply add a small amount to your burner and enjoy the fragrance. They're not carpet fresheners - they require heat to release their scent.

🎁 CURRENT OFFERS

Q: What promotions are currently running? A:

• Wax Melt Snap Bars: Buy 4 (50g), Get 2 Free
• Carpet Fresheners: Buy 2, Get 1 Free (automatically applied when you add 3 to basket)

Q: Do you offer gift cards? A: Yes! Gift cards are available on our website - perfect for the candle lover in your life.

🏠 STORAGE & CARE

Q: How should I store my candles? A:

• Keep away from direct sunlight (prevents melting/warping)
• Avoid cold areas like basements (prevents cracking)
• Store in cool, dry places like linen closets
• Cover with lids or glass cloches to prevent dust and preserve scent

Q: Why does my candle's scent seem weaker over time? A: Uncovered candles slowly release fragrance into the air. Always cover your candles with their lids when not in use to preserve scent strength.

💳 PAYMENT & RETURNS

Q: What payment methods do you accept? A: We accept American Express, Apple Pay, Diners Club, Discover, Google Pay, Maestro, Mastercard, PayPal, Shop Pay, Union Pay, and Visa.

Q: What's your return policy? A: Please visit our refund policy page for complete details. We stand behind our handmade products and want you to be completely satisfied.

📞 CONTACT & SUPPORT

Q: How can I contact you? A:

• Email: ClarkyCandles@outlook.com
• Phone: 07930 895028
• Website Chat: Available on our website
• Address: 36 Barring Street, Upton, Northampton NN5 4DD

Q: Do you have social media? A: Yes! Follow us for candle care tips, new product launches, and behind-the-scenes content:

• Facebook: facebook.com/clarkycandles
• Instagram: @clarkycandles
• TikTok: @clarky_candles
• X (Twitter): @SEAN64404285805
• Pinterest: uk.pinterest.com/sean_clark82
• YouTube: UCD7V-6VyWp2kNoedQimNJ7A

Still have questions? Don't hesitate to reach out - we're here to help you get the most from your Clarky Candles experience!

This FAQ section positions you as the expert while proactively addressing common issues that could lead to returns. It educates customers on proper use while building confidence in your products and service.