FAQs

Find below the most popular questions we are asked regarding our products and ordering.

Product FAQs

What do SoyAndle use in their candles?

We only use natural ingredients. The wax is Soy and scents are phtalate free. To add a more relaxing feel, we use a wood wick which burns slowly.

The flame on my candle is too big, what should I do?

If the flame is too big then the wick is also too big. Keep the wick trimmed down to 1cm in size and the flame will be the correct size.

How can I get the best out of my SoyAndle, Candle?

To get the best out of your candle, we advise that you follow the instructions found here.

I want to make sure I am burning my candle safely, what tips do you have?

Red the article found here for our do and do not on burning candles.

Why soy wax?

We use a natural soy wax to make our candles kind to the environment and for people who suffer from respiratory illnesses. There is no paraffin or chemicals in our candles.

What is the difference between soy candles and paraffin?

Paraffin candles are made with a paraffin based wax which when burns, adds a harmful chemical to the air. Cheap candles are normally made with paraffin wax. Soy candles do not contain and added chemicals and are natural.

Order FAQs

Has my order been shipped?

Orders are dispatched within 24 hours of you placing your order, Monday – Friday. You will receive an email confirming your order has been completed and dispatched.

Can I cancel my order?

Orders can be cancelled within 3 hours of being placed. Orders are dispatched within 24 hours but normally the same day. To cancel, please email sales@soyandle.com with your order number and cancellation request.

My order has not arrived, what should I do?

We are sorry to hear your order has not arrived. We post out via Myhermes and Royal Mail. You will have to sign for the candles. Check with a neighbor and for a non-delivery slip. If the candles are still not found then please email us at sales@soyandle.com with your order number. We will dispatch another order for you.

How do I return an item?

We only accept returns if the product has arrived broken. Once the candle has been used, we will not accept returns. To return an item to us, please email sales@soyandle.com with you order number and we will be in touch to arrange collection.

Account FAQs

How do I create an Account?

You can create a free account during the ordering process. You can also click on Register, top right and create an account.

How do I edit my Account?

Once logged in, click on ‘My Account’ which is found top right. Then click on ‘edit your password and account details.’ to edit your account.

How do I reset my password?

On the login page, click on ‘Lost password’. You will then have to enter your username or email. A link will be emailed. You can then reset your password once you have clicked that link and login.

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