Frequently Asked Questions

Our Products

Q: How are your candles developed and are they safe?

A: At Lower Lodge Candles, we believe safety is paramount when it comes to candle development. All our candles have been developed by our sister company, Contract Candles & Diffusers.

 

They are fully certified for in-house testing Q1 2016 - ISO 17025 and are UKAS accredited to test to the EU standards including fire safety, sooting and labelling. All our candles have been developed to pass these tests.

 

All our products come with a safety label which you can find underneath the product itself. We include both candle care guides on our labelling as well any allergens that need to be identified. All our labels are fully CLP compliant. This is to ensure our customers are well informed on the correct and sensible use of our products.

Please take extra care to read the product care information which comes with each candle, or refer to our candle care section on the website.

Q: Are your candles vegan?

A: Yes. All our candles are considered vegan and cruelty free. We do not test any of our products on animals.

Q: What wax do you use in your candles?

A: The wax we use is a blend of mineral and vegetable wax which has been developed over many years by a leading premium candle wax manufacturer.

This wax blend is refined to the highest possible standards of purity and is not hazardous to health, nor does it pose any adverse effects to the environment.

Paraffin wax is the most common wax type used in candle-making; this is because it easy to work with, colourless, odourless and provides a better scent throw than most other waxes.

Q: What are the differences in waxes and why do you use a mineral wax?

A: There are many different types of wax that can be used to produce scented candles. Each type of candle wax has different properties with their own advantages and disadvantages.

Our mineral blend has an excellent cold & hot throw fragrance release, good burn performance, good adhesion to glass and has a lovely smooth luxurious finish.

Q: How are your candles made?

A: All our candles and diffusers are manufactured by our sister company, Contract Candles & Diffusers. All our products are hand-poured in their factories in Surrey and West Sussex. We are passionate about delivering British-made excellence and pride ourselves on the quality of all the products that we sell. Because our candles are handmade in the UK, we can keep our prices affordable and provide delightful, high quality candles and fragrances for everyone.

Q: What wicks do you use in your candles?

A: The wicks we use in our candles are lead free and are made from cotton.

Q: Do candles have a shelf life?

A: Most fragrance oils have a maximum shelf-life of 24 months, when optimally stored. Storing a candle in a relatively cool environment (ideally around 15 degrees) and limiting exposure to sunlight, air and fluctuating temperatures will help prolong the shelf life.

We recommend using your candle within 24 months of the purchase date in order to achieve the best results.

Q: I have noticed what look like bubbles on the side of the candle. Is there something wrong with it?

A: “Pull Away” is what can appear to be air bubbles around the sides of filled candles. This occurs as the wax expands and contracts within the glass depending on the temperature of the surrounding area. The ‘bubbles’ are purely aesthetic and are unavoidable due to the nature of the wax. ‘Pull away’ does not affect the burn performance of the candle in any way as what you see is not a bubble at all, but where the wax has pulled away from the side of the glass.

Q: How do I burn my candle correctly?

A: The key to creating a perfect candle burning experience not only comes down to how the candle is made, but how it is maintained throughout its lifetime. Please follow our candle care and safety tips to help you get the best scent diffusion and burn performance from your candle.

These can be found on our Candle Care Guide page.

Q: I think my item is faulty, what do I do?

A: If you believe that one of our products are faulty, please contact us at info@lowerlodgecandles.com and we will be happy to help. Please include the following details in your email to us:

  • The order number
  • The product name
  • A description of the fault
  • An image of the fault

Deliveries

Q: How much does shipping cost?

A: Currently we have two shipping methods available to our customers. Our shipping costs are also calculated by weight.

Please check out our shipping and returns page for information on our shipping costs.

Q: How long will it take to receive my order?

A: Our dispatch times are usually between 1-2 working days. As we are a small business, occasionally there may be slight delays during busy periods. Rest assured we will do everything we can to get our order to you as quickly as possible.

Q: What is your refund policy?

A: If you are not entirely happy with the products that you have chosen you may return them to us within 28 days of receipt. We will be happy to offer you an exchange or, at our option, a refund provided that the products are returned complete, in perfect condition, unused, and with the original packaging. Unfortunately, we will not offer a refund on opened or used products.

If getting in touch about a return, please include your order number and product details in the email.

Q: Can I change my shipping address once I have placed my order?

A: Please email us at orders@lowerlodgecandles.com with your details including your order number, name and updated shipping address. The sooner, the better so that we can try and change your information. Make sure you enter ‘Urgent: Change wrong address’ in the subject line.

If you email us with a change of shipping address please keep in mind that your order may already have been dispatched, so be as careful as possible to provide the correct information when placing your order.

Q: Can I cancel my order?

A: We are sorry to hear that you would like to cancel your order. You may cancel an order with us within 14 days of when it was placed. To cancel an order, you will need to email us at orders@lowerlodgecandles.com Make sure you enter ‘Urgent: Order Cancellation (Order Number)’ in the subject line. We cannot accept verbal confirmation of an order cancellation. As we will dispatch your order within 1 – 2 days of receiving it, we may have already shipped your order by the time we receive your email. If this is the case, you will need to follow our returns policy.

Q: I have placed my order but want to add another item, what do I do?

A: Unfortunately, once your order has been placed, we are unable to add products to your order. We cannot take payment from your account after an order has been placed, so an extra items will require a new order.  

Please note we are unable to cancel or amend your order during peak promotional periods.

Q: My item has been damaged during transit, what do I do?

A: Sometimes, no matter how well we pack our products, they are fragile items and unfortunately on occasions they may get broken during in transit.

If the goods supplied are damaged or not what you ordered, we will replace them if you notify us of the problem no later than 7 days after you receive the order. You will need to email orders@lowerlodgecandles.com quoting your order number and the issue. If the goods have been broken during transit, we will require images of all damaged items in order to process the claim.

As we are only human, sometimes mistakes do happen. If you have received your order and there is something not quite right, please let us know right away so we can rectify it for you. Please send us an email to orders@lowerlodgecandles.com

Q: I cannot find my tracking details, what do I do?

A: Tracking details will be sent to you by email once your order has been dispatched. If you are unable to obtain tracking details through the email that we sent you, please go directly to DHL UK website and track your order through there.

Once your order has left our warehouse and is in the hands of the shipping carrier, we are not responsible for delivery delays, or if a package is not able to be delivered due to address errors given by the customer.

We, of course will do our very best to help along the way and will support you if you have any issues with the delivery.

Discounts & Offers

Q: I have forgotten to apply my 10% discount code to my first order, what can I do?

A: Don’t worry, you can just apply this to your next order with us!

Q: How do I add a discount code?

A: To redeem a discount, simply add any items into your basket and enter the code in the promotional code box at the checkout. Depending on what discount code you are adding, you may need to be signed into your account to benefit from the discount.

Q: I have not received my discount code email, what do I do?

A: Our discount codes are automatically generated once you sign up with us, however depending on your e-mail provider and the security settings, sometimes our emails do get lost. If this is the case, please send us an email at orders@lowerlodgecandles.com and we will be happy to help.

Q: What offers do you provide for existing customers?

A: All new customers (if you have only shopped with us in store before, this doesn’t count) will benefit from a 10% introductory discount offer with us. If you like our products and leave us a review, we will also send you a 10% discount as a thank you!

Every month, we send out exclusive online offers and promotions for all to enjoy. Just make sure you are signed up to our newsletters and follow us on our social media channels for our latest news.

Q: The item I want is showing as out of stock. Do you have any left?

A: As hard as we try, sometimes our products go out of stock. If an item is showing as out of stock, please send us an email at info@lowerlodgecandles.com and we will let you know when it is due to come back in. If we have any stock available at any of our shops, we will advise at time of enquiry.

Q: Do you sell your candles at wholesale?

A: Unfortunately, we do not currently offer any of our products at wholesale.

However, we can offer branded candle/diffuser options by putting your own name on our existing collection. You can choose your preferred fragrance from our collection and select the product of your choice. Please take a look on our Own Label page for more information.