FAQ
How long do I burn my candles for?
Candles should only be burned for up to 4 hours at a time. Burning candles for longer than the suggested burn time can cause the candle glass to overheat. Exceeding the recommended candle burn time will also cause your wick to begin to mushroom (the curling and black mounds at the top of our wick) which will cause the candle to burn hotter than regular temperature. Be aware that an overheated candle glass can sometimes cause the glass to weaken and possibly crack. This is why candles should never be left unattended or burnt on a surface that is not fire resistant.
Why do I need to trim my wick before lighting?
Trimming your candle wicks to 1/4” before relighting will allow the candle to burn at a safe temperature. Not trimming the wick before relighting could cause debris to fall into your wax. If this occurs, please make sure to remove any debris before relighting your candle.
Why do I have black soot coming from my wick?
Soot can occur if you have done one of the following:
-Burnt the candle longer than the recommended time frame of up to 4hrs at a time
-Left the wick longer than 1/4 inch and continued to burn the candle for an extended period of time
-Allowed debris/dirt/dust to build up in your wax prior to relighting
Why should I burn my new candle for 4 hours on the first burn?
Candles create a memory so if you are burning it in short periods of time it will begin to tunnel (leaving residue around the sides and wasted wax and fragrance). If you burn initially for up to 4 hours or until you achieve an even wax pool (the top layer is completely liquid or as close as possible) the candle memory will continue to burn like so, throughout the remainder of your jar.
Can I return my product if I am not satisfied?
Returns outside of the standard process will result in a delayed refund due to additional processing time.
When can I expect my refund?
When your return arrives at our warehouse, you will likely receive notification of your refund within hours. Refunds can take 1-2 weeks to be reflected in your account. Of course, we are always here if you need any help along the way.
What if my product arrived damaged?
We do our best to get your product to you quickly and safely, but sometimes, damage can happen during transit. If this has happened, please send us an email at info@lulucandles.com with the following:
- Photos of the packaging and product if possible
- The number of broken items
- The order number (ex. ####) and we'll work on a replacement ASAP
Why is my tracking number not loading after I purchased my order?
Relax! Your parcel should update by the end of the day; however, it might take up to 24 hours for all packages to update since the carrier requires time to receive and update the package in their system when it is picked up from our warehouse. After 48 hours, if there are any problems, kindly get in touch with us, and we'll look into the matter.
Am I able to change my shipping address after I place my order?
Unfortunately, because of the automated structure of our fulfillment, we are unable to amend the shipping address for orders once they have been submitted.
Once you receive your tracking number you can contact the carrier and you can request rerouting, although this may incur an additional fee. Lulu Candles is not responsible for mis-delivered packages if the shipping address is entered incorrectly and we cannot make any changes on our end.
Can I return my customized product?
CUSTOMIZED candles cannot be canceled or returned except when due to a defect.
Didn't find the answer to your question?
Please send us an email to info@lulucandles.com for more assistance.