FAQs

Orders & Shipping

Q: Where do you ship from?
A: All orders are packed and shipped from the Netherlands.

Q: Which countries do you ship to?
A: We currently ship within the Netherlands and to most EU countries. If your country doesn’t appear at checkout, send us an email and we’ll see what’s possible.

Q: How long will my order take to arrive?
A:

• Netherlands: usually 1–3 business days after dispatch

• Other EU countries: usually 3–10 business days after dispatch
  Delays can happen due to the carrier, holidays, or customs.

Q: How long does it take to process my order?
A: We normally process orders within 1–3 business days (Monday–Friday, excluding public holidays).

Q: How much is shipping?
A: Shipping is calculated at checkout based on your location and the size/weight of your order. From time to time we offer free shipping above a certain order value, which will be clearly shown on the website.

Q: Will I receive a tracking number?
A: Yes. As soon as your order ships, you’ll receive a shipping confirmation email with tracking details (where available).

Returns & Refunds

Q: Can I return my order if I change my mind?
A: Yes. If you’re an EU customer, you have 14 days from receiving your order to let us know you wish to return unused, unlit items in their original packaging. You then have another 14 days to send them back.

Q: Who pays for return shipping?
A: If you’re returning items because you changed your mind, you cover the return shipping. If we made a mistake or your item arrived damaged or faulty, we’ll cover or reimburse reasonable return shipping costs or offer an alternative solution.

Q: How do I start a return?
A: Email us with your order number and a short explanation. We’ll send you the return address and instructions.

Q: My candle arrived damaged. What should I do?
A: Please email us within 7 days of delivery with your order number, photos of the damage, and photos of the packaging. We’ll arrange a replacement, store credit, or refund.

Q: When will I receive my refund?
A: Once we’ve received and inspected your return, refunds are usually processed within 7–14 days to your original payment method. Your bank or payment provider may need extra time to complete the transfer.

Product & Scent

Q: What are Coloratura Collection candles made of?
A: Our candles are made from high-quality wax, fragrance oils, and cotton wicks (no lead or zinc). Each product page lists the specific materials used.

Q: Are your candles vegan and cruelty-free?
A: We do not test on animals, and we aim to select ingredients that are vegan-friendly wherever possible. Check individual product descriptions for details.

Q: How long do your candles burn?
A: Burn time depends on the size of the candle and how you care for it. As a general guide, our 200 gram jar burns approximately 35 hours with proper use.

Q: Why does my candle look slightly different from the photos?
A: Our candles are poured in small batches, so slight variations in colour, surface texture, or scent intensity are normal. This is part of the charm of a handmade product.

Q: The surface of my candle looks “frosted” or has small imperfections. Is it faulty?
A: No. Frosting and small surface variations are common, especially with plant-based waxes. They don’t affect the performance or safety of the candle.

Candle Care & Safety

Q: How should I burn my candle the first time?
A: Let the candle burn until the melted wax reaches the edges of the container (usually 2–4 hours). This helps prevent tunnelling and ensures an even burn next time.

Q: How long should I burn my candle each time?
A: We recommend burning for 2–4 hours at a time and not more than 4 hours continuously.

Q: Do I need to trim the wick?
A: Yes. Trim the wick to about 5 mm before each burn. This helps reduce soot, smoking, and keeps the flame at a safe height.

Q: My candle is tunnelling (leaving wax on the sides). What can I do?
A: Make sure you burn the candle long enough for the full surface to melt on each use. A longer burn on your next use can help even out the top. Wick trimming and keeping the candle away from drafts also helps.

Q: How strong is the scent?
A: Scent strength depends on the fragrance, room size, and ventilation. Smaller rooms will smell stronger; in larger or very open spaces, you may prefer to burn two candles at once or choose a more intense fragrance.

Allergies & Sensitivities

Q: I have allergies/sensitivities. Can I use your candles?
A: Some people may be sensitive to fragrance ingredients. Check the ingredient and allergen information on each product page and test for a short period in a well-ventilated space. If you experience discomfort, discontinue use.

Orders & Payments

Q: Can I change or cancel my order after placing it?
A: If you made a mistake, email us as soon as possible with your order number. If your order hasn’t been processed or shipped yet, we’ll do our best to adjust or cancel it.

Q: Which payment methods do you accept?
A: We accept major cards and locally popular payment methods displayed at checkout (e.g. iDEAL, credit cards, and others depending on your location).