FAQ's
Everyone has questions and we want you to find the answers. However, If you cannot find the information you are looking for, please reach out to us.
Candle Care
Why does my candle look ugly after burning? It has a white crystallized layer or rough surface after-burn?
We use 100% US Soy, so this is natural and the nature of Soy. 'Frosting' does occasionally occur on the side/top of the vessel. Neither the fragrance or the overall candle performance if effected.
Many store bought candles contain unnatural additives to achieve the consistently creamy smooth tops. Although synthetic additives can be used to help prevent frosting, we opted to keep our candles free from unnatural ingredients!
How long do SM5 candles burn for?
Our candles burning times are based on averages. This can vary depending on various factors, including how long you burn your candle for, how often etc. To get the best from yor candle, or any of our products, please refer to the product descriptions or our hints & tips.
Why is black smoke coming out of my candle?
Did you trim your wick prior to usage? Cleared it of any debris? Make sure you trim the wick to 1/8 inch before each burn. Simply pinch off the burnt ends with your fingers or cut the wick. Do not burn your candle for longer than 4 hours (2 hours for Wanderer Tins) as all candles will product black smoke when lit for a long period of time.
Ensure that the wick or flame is not against the side of the vessel. This can cause the tin or glass to melt/break and be a potential (fire) hazard.
Why won’t my candle light? Why is the flame so weak?
This happens if you have trimmed your wick too short and the wax around the wood drowns out the flame. Don’t worry! Simply use a napkin to soak up the melted wax and you will see the flame growing stronger. If your candle is not lighting at all, scrape off some of the wax around the wood/cotton and light it again.
Shipping & Ordering
What does the * mean on the banner next to the free US shipping?
There is a dollar amount limit on what we are able to ship to a US address. If you have a specific question, please reach out to us directly at hello@sm5candleco.com
Can I place a special or bulk (including wholesale) order?
Yes! We can assist with weddings, gifts and much more. Please contact us at hello@sm5candleco.com so we can discuss your requirements.
What if something comes damaged or broken?
We take great care in packaging our candles safely using our sustainable packaging. Sadly, occasionally despite our best efforts, stuff happens. In the event something arrives damaged, please reach out to hello@sm5candleco.com with a photo and a description of the issue.
We do ask that if the candle/s you ordered are determined to be damaged or defective, we (may) ask that the unused candle/s be returned within a limited period of time. Return shipping costs, will be the responsiblility of the sender. Due to the nature of our business, we do not offer refunds or exchanges.