Question 1

What kind of wax do you use?

Accepted Answer

Coco Apricot Creme wax is a creamy and luxurious vegan wax blend made of coconut, apricot, and soy waxes. It is gluten free, toxin free, paraben free, phthalate free, and comes from renewable sources. We take pride in making natural, clean candles that are safe to enjoy!

Question 2

Are your products vegan?

Accepted Answer

Yes! Everything in our shop is phthalate-free, vegan, and cruelty-free.

Question 3

Why wooden wicks?

Accepted Answer

We love the ambience of a warm fireside, and that's the same feeling we get when burning our crackling wooden wicks. They produce a cozy fireplace atmosphere with a quiet crackling sound. Eco-friendly and clean-burning wooden wicks made from FSC Certified Wood Wick made in the USA.

Question 4

What are Scent Notes?

Accepted Answer

A candle has three types of notes, a top note, a middle note, and a base note.  A top note is the first scent you ‘experience’ when the candle first burns or when you smell it when it is unlit.

Then, the middle notes, or heart notes, make up the main body of the fragrance. These notes are considered the “personality” of the fragrance. These notes will emerge just after the fleeting top notes.

Finally, you then have the base note, which are the last to appear to our sense. These scents reveal themselves as the candle is lit and burning at a full melt pool (top layer is melted).  It can take up to an hour or so for this to occur.  So what is the true and actual scent of the candle?  That would be the mix of the middle notes and base notes.

Question 5

Can I reuse my candle vessel?

Accepted Answer

Yes! See instructions below:

1. Place your vessel in the freezer (The wax will harden and shrink, making it easy to remove).
2. Remove the vessel after a few hours and remove the wax. 
3. If there is still any candle wax left in the vessel, try using a plastic spoon to scrape it off.
4. Clean the vessel and just like that you can start using the vessel for something else.

or

1. Boil enough water to fill the candle jar, then pour into the container, leaving an inch of space at the top. 
2. The water will melt the candle wax, causing it to float to the surface of the container. 
3. Once the wax is solid at the surface of the water, reach in and break the wax apart and remove it from the candle vessel. 
4. You can either throw this wax away, or you can use this wax in your wax melter to enjoy the last bit of scent it has left. 
5. Once you've removed your wax and the vessel is still warm from the water, simply pour the water down the sink drain (or toilet drain) and wipe the vessel clean from wax residue.

Question 6

My Candle won't stay lit, what do I do?

Accepted Answer

WOODEN WICK MAY BE TOO LONG.

It needs to be trimmed clean of charred material. Remember it's not the wood fueling your candle's flame, it's the wax.

WOODEN WICK IS TOO SHORT AND DROWNING IN THE WAX.

There has to be enough distance between the melted wax and the top of the wooden wick for it to get enough oxygen and remain lit.

Quick Fix: While wax is still melted. Take a paper towel and soak up enough wax to rescue your wick.

Question 7

Why does my candle have a rough top after burning?

Accepted Answer

This is a by-product of all-natural wax, and it does not affect the performance of the candle.

This happens when the rate of cooling is inconsistent and unfortunately, it's difficult to control once the candle has been lit and then extinguished. Sometimes it will dry with rough, uneven surface and sometimes it will dry smooth as glass.

Question 8

Why is black smoke coming out of my candle?

Accepted Answer

Do not burn your candle for longer than 4 hours as all candles will product black smoke when lit for a long period of time. Make sure you trim the wick to 1/4 inch before each burn.  Use wick trimmer or pinch off the burnt ends with your fingers.

Question 9

Do you offer international shipping?

Accepted Answer

Yes

Question 10

When will my order arrive?

Accepted Answer

We currently have a turn around time of 10 business days from the moment your order is placed. However, we strive to get your order out in the same week it has been placed.

Question 11

Do you accept returns or exchanges?

Accepted Answer

We do not accept returns or exchanges. However, if your item was received damaged, please reach out so that we can make things right! We want all of our customers to have a positive shopping experience with us.

Question 12

I accidentally entered the wrong shipping address. What now?

Accepted Answer

If your order has not yet been shipped, we can fix that for you!

Please email us at hello@luminouscents.com (hello@luminouscents.com)with your order number and the correct shipping address as soon as possible.

But once the order has been dispatched, any missing orders due to incorrect or undeliverable addresses provided by the customer are beyond our responsibility. However, if the address is found to be undeliverable and your package is returned to us, we will promptly inform you. You can then make arrangements for the shipment to your correct address.

Question 13

My package was marked as "delivered" but I didn't get it. What should I do?

Accepted Answer

We do not issue replacement/refunds on items that have been marked as "delivered" by postal services.

If your tracking information indicates that the package has been delivered but you did not receive it, please contact us immediately.

Please reach out to us at hello@luminouscents.com (hello@luminouscents.com)with your order number and details of your package within 2 days from the date that the package was marked "delivered" by postal service.

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