FAQ
WHY SOY WAX?
Basically, soy wax is the best. Why? Here's a few reasons:
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Soy wax is derived from a vegetable (soy beans). Most household candles are made with Paraffin wax, which is derived from petroleum (a refined gasoline product. EW!)
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Soy wax is a natural, renewable resource. And, our soy is from the USA!
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Soy wax is biodegradable and cleans up with soap and warm water. No more stains on your floors if you have a candle accident!
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Soy wax has a lower melting point than paraffin wax so your candles will burn for a longer period of time.
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Soy wax burns with zero petro soot, creating soot free candles. Plus, you aren't burning petroleum fumes in your home. So, be proud of that!
BEST WAY TO BURN THE CANDLE
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We’ve found that the best burn time for our candles is in 3-4 hour increments. Also be sure to trim your wick to 1/4” before each lighting. Make sure that the melt pool reaches the edges of the candle before extinguishing - otherwise your candle will not burn evenly the next time you light it. Make sure to keep the candle away from children, pets, and any drafts. And be careful when you touch the candles while they’re lit - they get hot!
HOW IS SOY WAX MADE?
RETURN POLICY
Unfortunately, Nella Fragrance does not currently accept returns. If your item is lost or damaged during transit, please get in contact with us at Nellafragrance@gmail.com and we will file a claim and get you a replacement candle sent asap! If for any reason your package is returned to us, you will be responsible for the cost to reship the package. The cost to reship a package is $7.99 and you will be sent an invoice via email. If you choose to receive a refund rather than have your order resent, you will be refunded for the cost of the candles only. We cannot refund shipping cost on returned packages. If a return to sender is processed and your package is not returned to us for any reason, you will be responsible for paying the full cost of a replacement candle, plus an additional $7.99 to cover the cost of shipping, should you want a replacement sent. We cannot offer any refunds on orders which were not returned to us. If you have any other concerns, please reach out. We're here to help!
WHY DOES MY CANDLE LOOK BLOTCHY?
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Soy wax is a vegetable wax derived from soybean oil. After soybeans are harvested they are cleaned, dehulled, cracked, and rolled into flecks. Oil is then extracted from these flecks and hydrogenated. In the process, unsaturated fatty acids present in the oil are saturated, therefore they drastically altering the oil's melting point. It then solidifies at room temperature, and that's how we get soy wax!
HOW LONG WILL THE CANDLE BURN FOR?
Nella candles last for 40-50 hours when burned in 3-4 hour increments.
WILL I GET TRACKING INFORMATION?
You will get tracking information emailed to you once your order ships.
DOES NELLA OFFER CUSTOM ORDERS?
Nella only offers custom candle orders for quantities of 12+ candles. Please email us at Nellafragrance@gmail.com for any questions regarding custom candle orders.
If you see what appears to be a "gap" between the wax and the glass, or white speckling on the edge of the candle, you're seeing what we call "spotting" or "frosting". These are both totally normal characteristics of soy wax, and frosting is in fact a good indicator that the wax is actually 100% soy wax (not some yucky blend of soy + paraffin wax). Frosting and spotting occur when candles are exposed to extreme temperature changes during shipment, and is generally only visible on candles with darker wax. We will never send out a candle with major frosting or spotting, but we have no control over what occurs in transit. No need to worry, frosting and spotting will in no way affect how your candles burn! Because we can't control Mother Nature, we are unable to replace candles that have frosted in transit. Think of it as a unique characteristic of being handmade with 100% soy wax!