FAQ
What are your candles made from?
Our candles are made from Natural waxes, primarily ethically-sourced soy wax. Find out more about the benefits of Natural wax.
Why not Paraffin wax?
Paraffin wax in non-renewable which means it isn't great for the environment. It can also release harmful toxins when burnt, so Natural waxes seem to be the better option for candles. Find out more.
Why do some candles tunnel?
There is an art to getting the best out of your candle, and it's okay not to get it right first time round. Or second. Or even third (it took us years). Tunnelling can occur when the wick isn't optimised to the size of the candle. Here at The Derbyshire Candle Company, we have tested and sampled to find the right combination, so if your candle is tunnelling (large amounts of wax being left on the glass, unmelted), it's probably because of the initial burn. For the first burn, you should wait until the entire surface is coated in melted wax to set the pattern for all the future burns. If your candle has tunnelled already, the best (but messiest) way to fix it it to simply remove the wax. You can try and get the extra solid wax to remelt onto the surface so it's not wasted, or just remove it. Read more on candle care.
Why black smoke?
Black smoke is most likely to occur when the wick needs trimming. If your candle is producing black smoke, extinguish the candle and let it cool before trimming the wick to 3mm. Find out more about caring for your candle.
Why has my candle become discoloured?
This is likely due to the wick folding over, or fragments of wick/debris being trapped in the melted wax whilst the candle is lit. Take care to trim the wick and remove anything on the surface of the candle before lighting. See here for more candle care tips.
It says the candle is out of stock! What do I do?
Send us an email and we will let you know when it's back in stock! Email Derbyshirecandlecompany@gmail.com
Do you sell in any stores?
We have exclusive candles stocked at Callow Hall in Ashbourne, the Derbyshire Emporium in Bakewell, Robeys in Belper and elsewhere. We try to attend local events so look out for updates as to where we are on Instagram or Facebook.
What payment methods do you accept?
We to use PayPal and other providers including Visa, Mastercard and American Express.
Can I change or cancel my order?
Yes you can! As long as your product hasn't been dispatched yet (you will be notified once your product has been dispatched), you can change or cancel your order. Simply send us an email at derbyshirecandlecompany@gmail.com with your request.
How do I know my order has been successful?
We will send you an email once your order has been received, so be sure to enter the correct email address!
Can I see when my order has been dispatched?
We will send you an email once your order has been dispatched and is on its way to you. Shipping will take 3-5 days from its dispatch date.
When are your delivery times?
Once your order has been dispatched, your order should be with you in 3-5 working days.
My order hasn't arrived yet?
Sorry to hear this! Please email derbyshirecandlecompany@gmail.com and we will get this sorted for you as soon as possible.
I have received the wrong item?
Please email derbyshirecandlecompany@gmail.com so we can resolve this for you.
