FREQUENTLY ASKED QUESTIONS
Have a question about Ember Notes Candles? You’re in the right place. Learn more about our candles, hidden messages, candle care, shipping, gifting, and more.
ABOUT EMBER NOTES CANDLES
What makes Ember Notes Candles different?
Every Ember Notes Candle includes an encouraging note hidden inside a heat-safe capsule. As the candle burns, the message is revealed as a small reminder that your words matter, you are not alone, and it is okay to take a moment for yourself.
It is more than a candle. It is the candle with a message.
How does the hidden note work?
The encouraging note is placed inside a heat-safe capsule beneath the wax. As your candle burns, the capsule will gradually appear.
Once it is visible, extinguish the flame and allow the wax to cool until it is safe to handle. Carefully remove the capsule using tweezers or a spoon. Never reach into hot wax or attempt to remove the capsule while the candle is burning.
Can I choose the message inside my candle?
The message inside each standard Ember Notes Candle is selected for you. Part of the experience is discovering the encouragement that was meant to find you.
Custom messages are not currently available for individual orders.
What kind of wax do you use?
Our candles are made with a coconut and soy wax blend. They are hand-poured without added dyes and include a wood wick for a soft crackle while they burn.
How long will my candle burn?
Burn time depends on how the candle is used and cared for. Trimming the wick, allowing the wax to melt evenly, and limiting each burn to four hours will help you get the best performance from your candle.
Are the fragrances very strong?
Our candles are created to provide a noticeable fragrance without making your space feel overwhelming. Fragrance strength can vary depending on the scent, room size, airflow, and how long the candle has been burning.
CANDLE CARE
What should I do before lighting my candle?
Before each burn, trim the wood wick to approximately 1/8 inch. Remove any loose or charred pieces before lighting it.
Place the candle on a stable, heat-resistant surface away from drafts, children, pets, and anything that could catch fire.
How long should I burn my candle the first time?
Allow the wax to melt across most of the surface during the first burn. This helps prevent tunneling and allows the candle to burn more evenly during future use.
Do not burn your candle for more than four hours at a time.
Why is my wood wick difficult to light?
Wood wicks sometimes take more than one attempt to light. Make sure the wick is trimmed, remove any loose charred pieces, and hold the flame near the base of the wick for several seconds.
If the wick is too long, the flame may become unstable. If it is trimmed too short, it may have difficulty staying lit.
Why does my candle look different after burning?
Small changes in the wax after burning are normal, especially with natural wax blends. The wax may appear uneven, slightly discolored, or textured after it cools. This does not affect the candle’s quality or fragrance.
When should I stop burning my candle?
Stop using the candle when approximately 1/2 inch of wax remains at the bottom of the vessel. Burning it beyond this point can cause the vessel to become too hot.
Never leave a burning candle unattended.
ORDERS AND SHIPPING
How much is shipping?
Shipping is $6.99 for an order containing one candle. Candle orders containing two or more candles receive free standard shipping.
Any applicable shipping charges will be shown at checkout before you complete your purchase.
When will my order ship?
We aim to process orders within 48 hours. Once your order ships, you will receive an email with tracking information.
Delivery times may vary based on your location and the shipping carrier.
What should I do if my order arrives damaged?
Please contact us as soon as possible and include your order number along with clear photos of the damaged product and packaging. We will review the information and help determine the next step.
Please keep the original packaging until your request has been reviewed.
Do you accept returns or exchanges?
Due to the nature of our products, we do not accept returns or offer refunds. Please review the product description and fragrance notes carefully before placing your order.
Eligible first-time customers may be covered by Our Care Promise.
What is Our Care Promise?
We want first-time customers to feel confident trying Ember Notes Candles. If your first candle is not the right fit, you may request one replacement candle of equal or lesser value within 30 days of delivery.
Our Care Promise applies to first-time orders only. Seasonal products, limited-edition products, promotional items, refunds, and returns are excluded.
GIFTING, REWARDS, AND WHOLESALE
Can I send an Ember Notes Candle as a gift?
Yes. Ember Notes Candles make meaningful gifts for birthdays, thank-you gifts, employee appreciation, housewarmings, encouragement, and everyday moments when someone needs a reminder that they are thought of.
Enter the recipient’s shipping address during checkout when sending the order directly to them.
Do you offer custom candles or labels?
Custom labels may be available for qualifying corporate, realtor, event, or bulk orders. Availability, pricing, and minimum quantities depend on the project.
Contact us with the quantity needed, your preferred timeline, and details about how the candles will be used.
Do you offer wholesale ordering?
Yes. Ember Notes Candles are available for approved wholesale partners. Wholesale orders begin at $150, and candles are sold in sets of six with a minimum order of 12 candles.
Contact us for wholesale information or visit our wholesale page to learn more.
What is The Ember Circle?
The Ember Circle is our customer rewards program. Members earn one point for every dollar spent. Once you reach 100 points, you can redeem them for $5 off a future purchase.
STILL HAVE A QUESTION?
We would be happy to help. Contact Ember Notes Candles through our contact page and include any details that will help us answer your question.