Don’t see the answer to your specific question below? Reach out and we will be happy to help you.
Products
Wax, vessels, and refills
What kind of wax do you use?
We use 100% soy wax in most of our concrete vessels that is vegan friendly, biodegradable, and designed for a clean burn. The wax is dermatologically tested so should be safe contact for skin.
Our Sand Wax is made from palm products. Please ensure you have at least 3cms of sand wax to ensure your wick burns correctly.
Are the concrete vessels handmade?
Yes, our cement vessels are handmade in our workshop. For this reason, the surface of your concrete vessel can vary, however this is one of the beautiful features of concrete!
How does restore and refill work?
Local customers to Orange NSW can drop off vessels for restoration, cleaning, and refilling. You can order and pay for your restore and refill on our website.
If you are not local, you can cover postage to arrange a restore and refill. Alternatively, our Sand Wax can be used in your concrete vessel as well. Contact us for help in getting your bowl ready to use with Sand Wax.
How do I get the best burn from my candle?
We are so glad you asked! It's just burn them, right? Not quite.
Here are the steps to ensure you get the cleanest, best and longest burn from your candle:
1. Before every burn, trim the wick to about 5mm above the wax. A wick that is too long produces too much heat, can smoke and put black marks in the top of your wax. Never trim the wick when it's hot!
2. On your initial burn, you want to achieve a full wax pool melt on the surface. This means the entire surface, or very close to, shows melted wax. This is to ensure that your candle does not tunnel. Tunneling means it burns only in a tunnel or circle around the wick, and not the entire candle. This reduces the burning time of your candle and it can also drown the wick and prevent burning. If you have tunneling occurring, you can try wrapping your candle in foil on the next burn to see if some trapped help may assist in melting the surface of the wax.
3. Burn your wax down to around 1cm in the bottom of the vessel. Please do not scrape at the wax in the bowl as this damages the surface of the bowl.
4. ALWAYS place your candle on a heat proof surface. As the candle burns down, your vessel can become hot.
5. Ensure your candle is not in a place where there are breezes or draughts, This causes an uneven melt and can be a fire risk.
6. Depending on the fragrance you chose, some yellowing of the wax can occur. This is due to the colour of the fragrance. For example, Vanilla Caramel, French Pear and Lime and Lemongrass have the most yellow tones. You can reduce this by ensuring your candle does not sit in direct sunlight.
Shipping
Timing and delivery
What are your shipping times?
Single or small orders are created and ready to ship within 3-7 days. This allows time for the pouring and setting of our Soy candles, which need time to cure. If you buy a ready-made candle, this may be faster.
For larger custom orders, such as wedding candles, please expect 2-4 weeks for orders, as likely vessels and personalised labels will need to be ordered. We also need time to seek design approval so you are 100% loving your order.
Please allow 3-7 days for domestic shipping with Aus Post or 2-4 days for express postage, as we are in a regional area. If you are in a rush for your product, let us know!
Do you ship internationally?
At this stage we only ship within Australia. If you have an enquiry about shipping internationally, please contact us.
How do I track my order?
We use Aus Post business mail service. We register your details and ours, so please reach out if you have any questions or are concerned about the time of your delivery.
Returns
The basics
Do you accept returns?
Please reach out if you are unhappy with the arrival or the burn of your product. Our returns policy is:
Damaged or defective items: Contact us within 7 days with photos. We’ll replace or refund.
Change of mind / scent preference: Not accepted.
Unused items: May be returned within 14 days; customer pays return shipping.
Used candles: Not eligible for return unless there is a safety issue. This may include a crack in the vessel, faulty wick or fragrance coming to the surface.
We aim to provide you with a quality product. Hit contact on our website or email directly on mapleparkfarm@outlook.com.
What if my order arrives damaged?
If your order arrives damaged, please contact us within 7 days through the website or on mapleparkfarm@outlook. Please provide a photo of any damage to the packaging or the product and give us a description of how it arrived, We will be in touch to sort out a replacement within 48 hours following the receipt of your correspondence.
Can I cancel or change an order?
Things change, we get it. Some of our products are ready to go, others are made to order. If you require a cancellation or change, please let us know asap. Though our policy states change of mind for a custom order is not accepted, if we have not commenced ordering or creating your candle/s, colour or fragrance change may be ok at this point. Reach out on the website or email to discuss mapleparkfarm@outlook.com.
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