FAQ - Frequently Asked Questions
1. Product & Material Questions
Q1: What wax do you use for your scented candles?
A: All our candles are hand-poured with natural degradable plant wax, a blend of soy wax and coconut wax. They contain no paraffin, harmful additives or synthetic dyes, smokeless and mild for sensitive skin and pets.
Q2: How long is the burn time of your candles?
A: Small sculpted animal candles (bear, octopus, cat, snowman): 12–20 hours.
Standard straight jar candles: 35–45 hours.
Large decorative figurine candles: 25–30 hours.
Proper trimming of wick can extend burning time effectively.
Q3: Are your candle fragrances natural & safe?
A: Yes. We adopt plant-based essential oil compound fragrance, free from toxic phthalates. The soft aroma will not cause dizziness or irritation, safe for daily home use.
Q4: Why are your shaped candles more expensive than regular candles?
A: Every 3D cartoon candle is handmade sculpted and hand-poured one by one, with complex mold and carving craft. We stick to small-batch handmade instead of mass machine production, to ensure unique delicate details for each piece.
2. Order & Custom Wholesale Questions (match your wholesale page)
Q1: Do you support wholesale & bulk orders?
A: Absolutely. We welcome global retailers, gift shop owners and corporate buyers. Small trial orders are available, with tiered volume discounts. Custom gift box matching and private LOGO printing services are also provided. Please email business@apricotsplums.com for full wholesale policy.
Q2: Can I customize candle scents, shapes or packaging?
A: Custom service is available for bulk orders over a certain quantity. You can pick exclusive fragrances, adjust gift set collocation, and print your brand LOGO on boxes/candle labels. Contact our customer service to get detailed customization quotation.
Q3: Can I mix different candle styles in one order?
A: Yes, mixed styles & mixed scents are supported for both retail and wholesale orders with no extra mixed fee.
3. Shipping & Delivery
Q1: How long will my order take to arrive?
A: Order processing time: 1–3 business days.
Standard international shipping: 10–25 working days.
Express shipping: 5–10 working days.
Shipping time will be affected by local customs clearance. Tracking number will be sent to your email once dispatched.
Q2: Do you ship worldwide?
A: We offer global shipping covering most countries, including Singapore, US, UK, Australia, Canada and Southeast Asia. You can check available shipping regions at checkout page.
Q3: What if my candle arrives broken or damaged?
A: Please take clear photos of damaged products & original package within 48 hours after receiving parcel, then send to our support email. We will arrange free replacement or full refund without extra charge.
Q4: Do I need to pay customs tax?
A: Import duties or VAT are charged by local customs based on your country’s policy, which are the buyer’s responsibility. We can adjust declared value on request to help reduce customs cost.
4. Candle Burning Safety Tips
Q1: How to burn candles safely to avoid tunneling?
A: For the first burn, let the candle melt evenly across the whole surface (2–3 hours). Trim the wick to 5mm before every lighting to prevent black smoke and uneven burning. Never burn more than 4 hours continuously.
Q2: Is it safe to burn candles around kids and pets?
A: Our natural wax and fragrance are non-toxic, but we recommend placing candles out of reach of children and pets while lit. Do not leave burning candles unattended.
Q3: Can I relight the candle when only a little wax left?
A: Stop using when wax residue is less than 1cm to prevent overheating of the candle base, which may cause safety hazards.
5. Return & Refund Policy
Q1: Can I return or exchange candles if I don’t like the scent?
A: Unlit, intact candles with original packaging can be returned or exchanged within 14 days after delivery. Buyers need to afford return shipping fee. Burned candles cannot be returned due to hygiene issues.
Q2: How long does the refund take to process?
A: We will process your refund within 3 working days after receiving returned items. The fund will return to your original payment account in 5–10 business days, depending on your bank or PayPal processing speed.
Q3: What if my order is lost in transit?
A: Contact our support team with your order number. We will track the parcel for you; if confirmed lost, we will resend your order or offer a full refund for free.
6. Other Common Questions
Q1: Are your candles suitable as birthday / holiday gifts?
A: Perfect for all gifting scenarios! We support gift wrapping service and free handwritten greeting card notes. Animal sculpted candles are ideal unique gifts for candle lovers, cat lovers and young people.
Q2: How should I store unused candles?
A: Store candles in cool, dry places away from direct sunlight or high temperature to avoid wax deformation and fragrance volatilization. Seal the candle box well when not in use.
Q3: How can I contact customer support?
A: Email: business@apricotsplums.com
Working hours: Mon-Fri 9:00-18:00 UTC-7
We will reply to all messages within 24 working hours.
