FAQ

HOW CAN I CONTACT YOU?

Please email us on hello@mountaincandleco.com.au for any enquiries.  We will get back to you very promptly. 

HOW DO I CARE FOR MY CANDLE?

Refer to our candle care guide section on this website for more details on how to give your candle more love. 

WHAT IS THE DIFFERENCE BETWEEN A COTTON WICK AND WOODEN WICK?

Both our cotton and wooden wicks are eco-friendly options.  The biggest difference between cotton and wooden wicks are that the our wooden wicks provide an ambient crackle reminiscent of a log fire when you burn them.  Wooden wicks also have a wider flame across the candle which gives a slightly stronger scent throw than a cotton wick.  Wooden wicks don't have a build up of carbon on them being a natural wood, you simply trim them with a wick trimmer or pick the burnt bits of the wick once it has cooled down before you relight your candle.  Our cotton wicks also give a beautiful clean burn.  There is minimal mushrooming (build up of carbon ) with our cotton wicks and you can simply pick the burnt bits off them or trim them to around 5mm with a wick trimmer before each use. 

We wanted to provide our customers with the option of both types of wick as we love them here at Mountain Candle Co. 

WHY DOES MY WOODEN WICK KEEP FLAMING OUT? 

It could be your wick is either too long or too short.  We recommend trimming your wick to 5mm before each burn.  If you don't have a wick trimmer don't worry, just pick off the burnt bits of wood and you will be good to go.   It's good to trim down your cotton wicks to 5mm before each burn to prevent carbon build up and soot from the wick. 

WHY IS MY FLAME REALLY LOW? 

If you find your flame to be quite low especially with the wooden wick, you can get some tissue paper and soak up some excess wax in the candle and this will fix the issues.  Also, sometimes wooden wicks can take a couple of attempts to get the candle going as we are working with a natural timber.  

WHAT IS CANDLE TUNNELLING?

Candles have a memory, that is why we advise you candle burn to each end of the vessel, especially on the first burn as this is how it will continue to burn thereafter.  If you don't allow for a full melt pool (wax has melted from side to side) it can form a tunnel which means your candle won't achieve it's maximum burn potential. 

OOPS MY CANDLE HAS TUNNELLED WHAT NOW?

Grab yourself some tin foil and wrap it around the sides and top of your candle (just slightly over the top). Continue to use your candle and you will notice the wax around the edges will begin to melt allowing you to reach that complete melt pool.

CAN I RESUSE MY JAR AFTER I'VE USED UP MY CANDLE?

Absolutely and we encourage you to upcycle your vessel.  Once you have approximately 1/2" wax left in your jar it is time to day goodbye to your jar.  Once the wax in your vessel is solid and cool, pour some hot water into the vessel and allow the wax to melt, you can scrape the remnants of the wax out and tip it into your bin (never in your sink!) once all the wax is out you can wash the jar out and re use it. 

ARE YOUR CANDLES ECO-FRIENDLY AND SUSTAINABLE?

Our candles are made with natural soy wax which is blended with coconut wax.  Our wax is sustainably sourced, cruelty free and vegan.  Our fragrance oils are premium quality artisan blends with essential oils.  Whilst we would love to just use essential oils the scent throw and quantity of essential oils required to create an amazing scent are not something we can offer at this stage.   Our wicks are 100% cotton and free of zinc and lead.  Our wooden wicks are FSC (Forest Stewardship Council) certified wood wicks.  

HOW LONG WILL MY DELIVERY TAKE?

We offer standard delivery at a flat rate of $10 Australia wide.  Delivery can take between 2-8 days.  Once your order is placed you will receive an order confirmation, then a tracking number you can use to track your package.  Please check your spam incase your emails are sitting in there.  If you still haven't received your confirmation or tracking please email us at hello@mountaincandleco.com.au.  At this stage we do not offer international delivery.  

DO YOU OFFER RETURNS OR EXCHANGES?

We cannot exchange or refund a used candle however if your goods have been damaged in transit please contact us at hello@mountaincandle.co.com.au within 48hrs with proof of damage so we can assist you further.  We really value our customers and want you to have a beautiful experience with us so we are always happy to help you. 

DO YOU DO WHOLESALE ORDERS?

Yes, we would love the opportunity to wholesale with you! Send us an email at hello@mountaincandleco.com.au