FAQs

collection of stones with one question mark

We have tried to answer the questions we get asked most often below, but please feel free to contact us if there is anything else you would like to know.

When will my order arrive?

As soon as we receive your order we will endeavour to process and dispatch it as soon as we can. As a small business, we do not however hold large volumes of stock. If your item is not in stock and needs to be ‘hand’ manufactured then dispatch may take a little longer.

As a guideline, we aim to dispatch within 1 to 2 days from us receiving your order on most occasions, if we need to make new stock then it could be up to 4 working days.

How much is delivery?

As each item and order is different the cost of delivery will vary.  We continually review our prices to ensure they are kept as low as possible for you, our customers.  To keep prices low, we usually post orders by 2nd class mail, but a 1st class option is available at checkout.

Can I collect my order?

No, unfortunately we do not allow collections.

I have a problem with my order, what should I do?

First of all, we apologise if the problem has been caused by us and you can rest assured that we will do everything in order to fix any problems you may have.

To help us help you the quickest, get in touch via the 'contact us' page and let us know your problem and order number. 

Why isn't the appearance of my candle completely uniform?

As our candles are made from natural soy wax, they can sometimes differ in appearance. This will not affect the quality or burn time of your candle. We don’t use any dyes in our candles, but fragrance oils can differ in shade and therefore may tint the wax. Each and every Tenfire candle is uniquely hand poured from a small batch, so wax weight can vary slightly.

What is the best way to burn my candle?

The first time you light your candle, it’s really important to let it burn until the whole top of the candle is liquid.  This will avoid something called ‘tunnelling’ – that’s when the wax hasn’t burnt to the outer edges of the container. Candles are very good at remembering their first burn path! So, if you burn your candle for 10 minutes and it only creates a tiny pool of wax, the next time the candle is burnt it will follow the same path; burning poorly and quickly. Let it burn well the first time, trim your wick when it’s cool to ¼ inch and you will enjoy hours of fragrance and flame!

What is the best way to put my candle out?

We would always recommend using a candle snuffer to put out your candle.  A snuffer’s cone shape starves the flame of oxygen and so it goes out whilst protecting the wick.  If you don’t have a snuffer, go ahead and gently blow the candle out and put the lid on to contain the smoke.  If there are any bits of wick on the surface, remove them once the candle has cooled a little.

Why does my candle/wax melt look like it has frost on it?

This is known as ‘frosting’ and it is a natural by-product of a using a natural wax such as soy wax, which we use in our products. Frosting is caused by tiny crystal growth that forms on the top and sides of the wax and in no way affects the burn ability or fragrance of a candle or wax melt. If you see this on our products you can use this as proof that you are indeed getting a genuine soy wax product!

Why does my candle/wax melt look like it is sweating?

Sweating is the candle making term that refers to the beading or puddles of oil sitting on the surface of the candle. The main reason why ‘sweating’ occurs in wax is due to the temperature the candle/melt is stored at.

Some waxes, such as soy wax, if exposed to fluctuating changes in temperatures, can cause the fragrance oils to separate from the wax causing sweating. This will not affect the quality of the candle/wax melt, its burn, or scent throw. Just wipe excess oil off with a tissue or paper towel and use and enjoy your product as normal!

Do I need to trim my wick?

YES!  It is important to trim your wick before each burn. If your candle wick is too long it can cause smoking on the sides of the candle tin.  We recommend a cut length of 1/4 inch using a wick trimmer, but smaller household scissors also work.  Make sure to only trim your wick once the wax has cooled to avoid excess wick dropping into the melted wax.  Having a longer wick will only cause the flame to burn through your wax much quicker.