Frequently Asked Questions
Welcome to our FAQ page, where you'll find answers to your most common questions about candles. Whether you're curious about our ingredients, policies, or candle care tips, we’re here to help you enhance your candle experience.
Product Care
What causes tunnelling and how can I prevent it?
Candles tunnel when the wax around the wick melts unevenly, often due to a wick that is too small or a candle that burns too quickly. This can create a channel down the center the candle, leaving wax on the sides. To prevent tunnelling, ensure that the candle burns for a sufficient amount of time during each use, allowing the entire top layer of wax to melt evenly. Additionally, trimming the wick to the proper length can help promote an even burn.
How long do your candles burn for?
All of our candles should burn for approximately 35 hours if burnt in line with our recommendations.
These can be found on our Candle Care page.
Are your products tested on animals?
Never, our products have never been tested on animals and are cruelty free.
What wax is used in your candles?
Our candles are made using 100% natural soya wax from ethical sources.
My candle is smoking what do I do?
This is likely due to debris in your candle jar or your wick being too long. It is best to extinguish the flame using a candle snuffer and once cooled, trim the wick to approximately 1/4 inch in length. Storing your candle after use with the lid on should avoid this happening in the future.
Are your products suitable for vegans?
Yes, we use a plant based wax that does not contain any animal derived ingredients and our products are not tested on animals at any stage.
Where are your products made?
All our products are handmade at our studio in Winchester, England.
Orders
How can I track my order?
All orders are accompanied with an order confirmation email. Once your order has been processed and shipped then an order delivery email will be sent including a link to track your order. All our orders are currently delivered by Royal Mail across the UK.
Where do you ship to?
We ship to anywhere in the UK, including highlands and islands. Currently, international shipping is not available.
Can I change/cancel my order?
Yes. Please see our Refund Policy for more information.
How long does your shipping take?
Our shipping is currently fulfilled by Royal Mail across the UK. The estimated delivery time is 48 hours after your order has been processed and dispatched.
Please keep in mind that in order to minimise our environmental impact, SO Candle Company runs a weekly dispatch, so all orders are dispatched on the Wednesday following purchase.
Why do you only ship on a Wednesday?
In order to minimise our environmental impact, SO Candle Company runs a weekly dispatch, so all orders are dispatched on the Wednesday following purchase.
This allows us to reduce the number of pickups running from our workshop and pack all our orders in one go to maximise the efficient use of our packaging materials to make sure nothing goes to waste.
How much does shipping cost?
SO Candle Company operates a flat rate shipping fee of £3.55. This is the amount it costs us to post your purchase, no hidden extras.
How can I see if my order has been dispatched?
SO Candle Company runs a weekly dispatch, so all orders are dispatched on the Wednesday following purchase.
Once your order has been dispatched you will receive an email containing your tracking information.