FAQ


PRODUCT INFORMATION

Why We Use Coco-Soy Wax (Not Just Soy Wax)

You might be thinking—isn’t soy wax already eco-friendly? And yes, it is natural, non-toxic, and vegan. But due to the soaring demand for soy, large-scale farming has led to deforestation and the loss of natural habitats in many growing regions.

At KANDILA, we’ve chosen to use a coconut-soy wax blend because it’s:

  • More sustainable and earth-friendly
  • Known for a cleaner burn and better scent throw
  • Less prone to imperfections like frosting or pitting on the surface

We tested many 100% soy and soy blends, but coco-soy consistently performed better, helping us create candles that are both beautiful and responsibly made.

Do KANDILA Candles Use Essential Oils?

No, we don’t use essential oils in our candles. While they’re great for diffusers, essential oils lose their therapeutic benefits when burned, and more importantly, some can be toxic to pets.

Instead, we use premium-quality fragrance oils that are:

  • Paraben-free and phthalate-free
  • Rich, well-balanced, and long-lasting
  • Safer for both people and pets

This allows us to create candles that smell amazing and are safer for your home and loved ones.

How Strong Is the Scent of KANDILA Candles?

We use natural coco-soy wax, which provides a clean, subtle, and consistent scent. Unlike candles made from paraffin or palm wax, ours are not overpowering—perfect for daily use.

Scent throw refers to:

  • Cold throw – the scent you smell before lighting the candle
  • Hot throw – the aroma released while the candle is burning

For larger rooms or spaces with high ceilings, we suggest using two or more of our 8oz (227g) candles to enjoy a fuller fragrance experience. Keep in mind that airflow, open windows, and fans can all affect how scent moves through your space. 

PLACING AN ONLINE ORDER

Can I Request That Items Be Held Ahead of Payment?

We’re currently unable to hold items for future purchases.

As a small business creating candles in small batches from our cozy home studio, our inventory is limited. To be fair to all our customers, items are sold on a first-come, first-served basis. We appreciate your understanding and support!

Can I Place My Order by Phone, DM, or Email?

At this time, we only accept orders through our website or in-person at markets and pop-up events.

We don’t process orders through phone calls, direct messages, or email to help keep our ordering system organized and efficient.

What Payment Methods Do You Accept?

We accept a variety of convenient payment options, including:

  • Interac Debit
  • VISA / Mastercard
  • Apple Pay & Google Pay
  • Shop Pay

We also accept KANDILA-issued gift cards.

Cash is only accepted at in-person events and must be the exact amount.
Please note: We do not accept e-transfers or personal cheques for any purchases.

What Is Your Order Processing Time?

Please check the announcement bar at the top of our website for any current shipping or processing updates.

Once your order is placed, we have a standard 24-hour processing time. We always aim to pack and ship your order as quickly as possible—typically within 1–2 business days, and sometimes even the same day!

I Just Placed My Order—When Will I Receive It?

Be sure to check the website announcement bar for the latest shipping updates.

For most Canadian orders, delivery typically takes 4–7 business days after your order is placed.

Please note:

  • We do our best to meet these shipping estimates, but actual delivery times depend on the postal service.
  • Once your package is scanned by the post office, we have no control over transit delays, reroutes, or failed deliveries.

That said, we always want to make sure you receive what you paid for! If you’re concerned about the status of your order, don’t hesitate to email us at hello@kandilaco.ca—we're here to help.

Oh No, I entered the wrong address—what should I do?

If you spot a mistake in your shipping address after placing an order, please email us immediately at hello@kandilaco.ca. If your order hasn’t shipped yet, we’ll do our best to update the address in time.

Why is my favourite scent no longer available?

We know how easy it is to fall in love with a favorite scent—but as a growing small business, we sometimes have to pause or retire certain scents.

This could be due to:

  • Supply chain disruptions
  • Fragrance oil discontinuations
  • Significant price increases
  • Or seasonal and limited edition releases

If your go-to scent isn’t available right now, don’t worry—new favourites are always on the way! Be sure to follow us or sign up for updates so you’ll be the first to know when new scents drop.

RETURNS & EXCHANGES

The scent I received wasn’t quite what I expected. Can I return or exchange it?We understand that scent preferences vary. For online purchases, we accept returns or exchanges on new, unused, unlit candles (regular or discounted) within 14 days of purchase.

Please note: all candles purchased at local markets or events are final sale.
For complete guidelines, please refer to our [Return & Exchange Policy].

My Candle Has Slight Imperfections—Can I Return or Exchange It?

All KANDILA candles are hand-poured and hand-labeled, which means each one is truly one-of-a-kind. Because of this handmade process, you may notice:

  • Slight variations in wax levels
  • Off-centered wicks
  • Minor label misalignment

These small quirks are part of what makes our products special—and we promise they don’t affect the quality or performance of the candle.

That said, we understand that everyone has different expectations. If you're unsatisfied with the appearance of your candle and would like to request a return or exchange, please refer to our Return & Exchange Policy for full instructions.

Each candle is made with care, and we appreciate your support for small-batch craftsmanship! 


Candle Care Tips

How Do I Safely Burn & Care for My Candle?

For the best burn and safety, please follow these guidelines every time you light your KANDILA candle:

  • First burn: Keep your candle lit for at least 2 hours to allow the wax to melt evenly across the surface. This helps prevent tunneling and promotes an even burn. (For our coconut-apricot wax, a full melt pool isn’t necessary, but it’s still best to aim for it whenever possible.)
  • Trim your wick: Before every burn, trim your wood wick to about 1/8 inch (3 mm). This helps the wick catch flame properly and prevents excess smoke.
  • Burn time: Never burn your candle for more than 3–4 hours at a time.
  • Wax level: Stop burning when about 1/4 to 1/2 inch (6–12 mm) of unmelted wax remains. Burning past this can be unsafe.
  • Placement: Always burn your candle on a heat-resistant surface, away from flammable materials, children, and pets.
  • Ventilation: Use candles in well-ventilated areas and never leave a burning candle unattended.
  • Avoid drafts: Don’t place your candle near open windows, fans, fireplaces, or drafty hallways.
  • Moving: Never move a burning candle or one with melted wax pooled—wait until it’s completely cooled.
  • Extinguishing: Ensure the flame is fully out and the wick ember is no longer glowing before leaving the candle unattended.
  • Cleanliness: Keep your candle free from dust, wick trimmings, and debris by covering it with its lid when not in use and removing wick trimmings after each burn.

Every KANDILA purchase includes a candle care and safety card. If you have questions, email us anytime at kandila.to@outlook.com.

How Do I Maintain a Cotton Wick Properly?

To keep your cotton wick burning cleanly and safely:

  • Trim the wick before each burn to about 1/4 inch (6 mm). This prevents excessive flickering and soot.
  • Remove any curled or burnt wick ends to maintain a steady flame.
  • Avoid burning for too long at once to prevent the wick from becoming too long or unstable.
  • Keep the wick centered as the candle burns to promote an even melt pool.

Help! My Candle Is Tunneling—What Can I Do?

Tunneling happens when your candle burns down the middle, leaving a ring of unmelted wax around the edges. This means your candle isn’t using all the wax efficiently and may be harder to light over time.

Why does this happen?
When you first burn your candle, it needs to melt the wax all the way to the edges of the container—this creates a “wax memory.” If you blow the candle out too soon, the wax hardens in the centre only, causing tunneling on future burns.

How to fix it:

  1. Let your candle burn longer on the first use—at least 2 hours—to allow the wax to melt evenly to the edges.
  2. Try the foil method:
  • Take a piece of aluminum foil and poke a hole in it.
  • Wrap it loosely around the top of the lit candle.
  • The foil traps heat, helping melt the wax rim around the edges.
  • Keep it on for 1–2 hours, checking every 30 minutes (never leave the candle unattended!).

      3. If too much melted wax pools and drowns the wick after using foil, wait until the candle cools and gently soak up excess wax with tissue paper before relighting.

By following these steps, your candle should burn more evenly and get the most out of every ounce of wax!

When Should I Stop Using My KANDILA Candle?

It’s time to retire your candle when only about 1/4 to 1/2 inch (6–12 mm) of wax remains unmelted. Burning beyond this point isn’t safe and may affect how well your candle burns.

How Often Should I Change My Wax Melts?

At KANDILA, our wax melts are made with the highest possible fragrance load to give you a rich, lasting scent. How often you need to change your melts depends on your wax warmer’s temperature:

  • Hotter warmers produce a stronger scent but will use up the fragrance more quickly.
  • Cooler warmers release scent more gradually, so the fragrance will linger longer.

You’ll know it’s time to replace your wax melt when the scent has completely faded. Once the wax no longer smells, simply let it cool, remove it, and pop in a fresh melt!

Wholesale, Custom Orders & Collaborations

Can you create a custom candle for my event or business?
At the moment, we’re focused on growing our KANDILA core collection and are not offering custom scents or made-to-order candle designs.

However, we do offer custom labels for our existing KANDILA scents—perfect for special events, corporate gifting, or personal occasions.
If you're interested in custom labeling, please contact us through our contact form to inquire.

I own a store—do you offer wholesale?
Each KANDILA candle is hand-poured in small batches from our home studio. Because of this, we can only take on a limited number of wholesale partners at a time.

We are open to wholesale opportunities that align with our brand. Please note that we may decline opportunities that don't feel like the right fit for us. We also limit stockists per region to ensure fairness for current retail partners.

If you're interested in carrying KANDILA, please reach out to us using our contact form.

Can you donate a product for my giveaway, raffle, or fundraiser?
Thank you for thinking of us! While we appreciate the interest, we are currently unable to accommodate donation requests for raffles, socials, religious or political causes, or individual fundraising efforts.

As a small independent business, we receive many donation inquiries, and it’s not sustainable for us to fulfill every one. We hope you understand

Do you work with influencers? Can I send you my media kit?
We currently do not collaborate with influencers or participate in sponsored posts.

At KANDILA, we want our customers to fall in love with our candles naturally—not because someone was paid or gifted to promote them. We believe in authenticity and let the quality of our products speak for themselves.