FAQs

• Are all our products handmade?

Yes all of our products are made at our home workshop  in Yarrambat, Victoria. We hope that you enjoy all the love and care we put into each and every item.

• Candle Common Sense

Never burn candle unattended.
Keep out of reach of children and pets.
Burn candle on a heat safe surface.
Do not touch or move candle whilst burning.
Do not burn near flammable materials.
Burn in a ventilated area.
Avoid exposure to drafts.

• What wax do you use?

We use soy wax for our candles. This provides a clean burn free of any additional additives while also providing a beautiful fragrance, and a lovely creamy appearance.

Since we use natural waxes for our candles, the reset of your candle after burning may not be completely smooth. This is perfectly normal and is unavoidable with a natural wax blend and does not affect the performance of your candle. Soy candles can also be prone to having defects such as cracking or frosting of the wax. We make our candles in a specific environment to limit and prevent as many imperfections as possible, however please note if there are small imperfections in your candle these do not affect the performance of the product.

• How to burn a candle correctly?

When lighting for the first time, burn your candle until the wax melts across the entire surface of the jar (approximately 3-4hrs). This will prevent your candle from tunnelling and creates an even burn.

We recommend you trim your wick prior to each burn. Keep the wick trimmed to approximately 5-6mm for cotton wicks and 4mm for wood wicks.

Leave approximately 2cm of wax at the bottom of the candle. This will ensure the glassware does not get too hot.

• Why is the first burn so important?

Candles have a memory and to create the memory (to avoid tunnelling) the first burn must be to the sides of the glass until all the wax on top is melted. This can take 2-4 hours depending on the size of the candle. The first burn will create a memory. Always make sure the wick is centred and burnt on the flat heat resistant surface. 

• Why do I need to trim the wick after every burn?

Such an important step before re-lighting your candles, the wick only needs to be 5mm in length. This helps control the size of the flame and avoids unnecessary soot and mushrooming of the wick. 

• What wicks do you use?

We use a series of pure cotton with a paper braid wick which are zinc and lead free. 

• Help! The wick in my candle is smoking.

There are two main reasons why a candle is smoking: the candle may be in a draught or the wick is too long. Move the candle out of the draught, extinguish the flame, let the candle cool down and trim the wick back to 5mm and remove any excess wick from the jar.

• What is the best way to light and extinguish my candle?

To light

The best and safest way to light a candle is to use a gas lighter instead of matches. Matches can break and leave dangerous particles in the wax.  Never leave any part of the match to burn in the wax. Blow out the flame and remove.

Extinguishing

Do not blow it out, the problem with blowing it out is that the candle is still exposed to air and therefore, is likely to continue to smoke. While blowing out the candle works, it's not the best method. (If blowing out be careful not to lean over candle, be cautious of hair and or clothing.)

Dipping the wick

Push the wick into the wax pool to extinguish the flame and pull back out. This also reinforces the wick and prepares it for the next burn. This does take a bit of practice but will give you the longest life of your candle. You can use a metal skewer to push the wick in and back up. (Do not use this method if the wick has mushroomed or is too long.)

Never put a candle flame out with water.  Water can cause the hot wax in your candles to splatter.  There is also a chance that the glass container of your candle may also break.

After a candle has been burned to the point where there is only 1/2 inch of wax left in the bottom of the container, stop burning.  The candle is now finished.  Never burn a candle all the way down. 

• Can I re use my candle glass?

Yes, you can re-use your glass candle jar. To clean the jar fill with warm water and leave to set, any wax will then rise to the top, allowing it to be easily removed. (Dispose of sensibly. DO NOT pour liquid wax down your drains.) Wash your jar with clean soapy water re-use for any desired purpose or place in recyclable bin for environmentally friendly disposal.

• Do you refill the candles? 

No we don't. We do not recommend refilling the candle jar when they are empty. Glass weakens as it accumulates bumps and scratches from its candle life. It is therefore not as strong after it is used as when it was first purchased from us. 

• How to use a diffuser?

Each diffuser has a rubber plug to stop spillages in transit. Remove the plug and pop the provided reed sticks into the glassware. The reeds will soak up the diffuser blend and release the fragrance into the air. Turn your reed sticks every couple of weeks for a fresh burst of fragrance.

• How to use wax melts? 

Pop 1-2 cubes out of the clam shell mould depending on desired level of fragrance strength you would like. Place them into your wax melt burner and allow to melt. Unlike candles, the wax will not disappear during the burning process, however the fragrance will burn off. Our melts allow for approximately 10 hours burn time each cube. 

• Can I request an item in a specific fragrance?

At this stage we wont be taking requests for specific fragrances. However, if we released a scent as a limited edition fragrance that is no longer available, we may agree to remake that scent again for you. If there is any fragrance you would love us to release let us know and we will take it into consideration for the future. 

• Do we wholesale?

Our goal is to make candles affordable for everyone, this means it isn't practical to offer wholesale opportunities.

• Do we offer refunds or returns?

We do not offer refunds or returns for change of mind. If the item is faulty we will offer a refund or replacement. If the candle is not burning correctly and care instructions have not been followed as supplied by Jsala Soy Candles, then a refund will not be issued. Please follow instructions on our care card to burn your candle correctly. 

• How much is shipping?

We offer flat-rate $12.95 shipping Australia wide on every order.

•  How do you package the items I've purchased?

We package all of our items with the greatest of care to ensure they arrive safely. Where possible, we try to use recycled packaging and containers. Greener packaging options are always emerging so we will continue looking for ways we can help the environment.

• Do we ship internationally?

At this stage we are operating in Australia only.

• Do we attend any local markets?

Sorry NO, we had attended the Kingsbury Drive Community Market for 8 years but NO longer at any markets.