Need to get in touch? send us an email at support@wispcandles.shop

If you have questions about an order, please be sure to include your order number.

Be sure to check out our FAQ page

In the event you are not completely satisfied with your purchase for any reason, you may return it for an exchange or refund. We will allow returns on any candle that has not been damaged, burned or altered (such as surface scraping).

Please contact us at support@wispcandles.shop to initiate a return. Shipping costs for the original purchase are non-refundable. The person making the return request is responsible for the return shipping costs as well as any requested exchange shipping costs.

Please ensure the candle is packed safely and securely to prevent damage in transit. Wisp Candle Co. will not assume responsibility for damaged returns as a result of improper packing. When your return is received, please allow up to 72 hours for your return to be processed.

Do I really need to trim my wick?

Yes, you do. Keeping a wick trimmed will ensure a clean, safe burn with a good, strong fragrance throw. A trimmed wick will have a nice-sized flame and prevent soot and fire hazards. Every decision we make, from the wick choice to the fragrance load, is all tested with the wick properly trimmed.

How long does shipping take?

Our processing times will vary depending on the time of the year. Obviously, during the holidays, things get a little slower and the shippers get busier. We mainly use the USPS for shipping and have no control once the package is in their hands, but we try to process orders within 3 to 5 business days. Watch our banner on our home page for updates on shipping and processing notices.

How much does shipping cost?

Shipping rates are calculated at checkout based on package weight and destination. We never mark up shipping costs. You only pay what it costs us to ship.

Do you ever offer free shipping?

We will run specials occasionally, but for the most part, we are not in a position to give away shipping. We are a small business, not a huge corporation that can absorb shipping costs, and we don’t believe in inflating our prices to give the appearance of “free” shipping.

Do you ship internationally?

Not currently. However, if you are an international customer and would like to purchase candles, please reach out to us at support@wispcandles.shop

Why can’t I smell my candle?

There can be several reasons for poor scent throw. On the consumer side, if you’re burning a small candle in a huge open room, you’re not likely gonna get much of a scent throw. Placement matters as well. If your candle is in a corner or near a window, the scent is not as likely to circulate the room. If you have a fan blowing or windows open then you will lose the scent as well.

Nose blindness is another issue. You can get used to a scent and stop noticing it even if it’s there. If you step out of the room and clear your senses, you should smell it when you walk back in. Of course, some candle scents are also stronger than others. Some people prefer a subtle scent and some want the scent to take over the whole room.

On the candlemaker's side of it, creating a scented candle involves some pretty precise science. Balancing heating and pouring temperatures of the wax, using the right amount of fragrance oil, and choosing the right wick, all affect the scent throw. That being said, most small candlemakers take great pride in their products and spend many hours testing and tweaking their candles to get them to perform as best as they can. We can’t afford poor reviews like the big box stores so we put the work in to create products we are proud of. Sometimes things go wrong but we stand by our products and will do everything we can to make things right.

What type of jars do you use?

Our ceramic jars have a matte finish on the outside and a glossy white interior. These jars are thicker and more durable than glass jars making them a safer choice. They are elegant and re-usable for all sorts of things but please don't use them for food or drinks as they are not rated food-grade since their intended use is for candles.

Why is my candle sooting?

Soot on the jar can be from several reasons. When a candle is exposed to drafts the flame will dance around causing soot. Open windows, fans, or even air from a vent can cause a dancing flame. Another possible cause is an untrimmed wick. Not trimming the wick before lighting can cause the flame to be too big resulting in soot.

Why is there so much wax left on the sides of my jar?

This is called "tunneling" which is the result of not burning a candle long enough to melt the top layer of wax almost to the edge of the jar. 2 to 4 hours is a good burn time especially for the first couple burns as some waxes (especially soy wax) have a memory and will continue to tunnel. If you do encounter tunneling it is possible to correct the issue with a heat gun or hair dryer if it's not too severe. Carefully melt the wax around the edges until you have a flat top again but don't bury your wick.