FAQ
FAQ’s
How to Care for Your Candle
FAQ’s
Shipping destinations:
Germany, EU, USA.
Shipping times:
*We ship Mon-Fri. On most days we are able to have your order in the mail within 24 hours of receiving it. (Excluding weekends and Holidays)
*Once we enter your package into the postal system we at the mercy of the delivery company. Tracking numbers will be provided so we can monitor your order.
Average Delivery Times:
Germany 2-5 days, EU 5-14 days, USA 14-90 days
*USA customers please keep in mind that your package may take up to 90 days to arrive. We will ship via DHL and provide tracking/insurance information. Due to the poor performance of USPS we can not be held responsible for customs fees, lost or damaged boxes. This shipping option is at your own risk. Any insurance claims will need to be initiated by the customer. We do not recommend shipping from Germany to the USA.
We take special care in packaging your candles to protect them from weather and possible damage during transit. However, in extreme hot or cold conditions, we recommend minimizing the time a delivered good remains outside (on a doorstep).
Returns and Refunds
Your 100% satisfaction is important to us. We offer a 30-days Return & Exchange Policy:
DAMAGED OR DEFECTIVE CANDLES
If we made a mistake or your items arrived damaged, we sincerely apologize and will take care of that for you. Please email sales@mstscandles.com with your order number and details of the damaged or defective candle and we will replace it for you. On us!
RETURNS
We are proud of the quality of our handmade candles and we hope you love them, too! If you order a candle and don’t absolutely love it right out of the box you can return the unused candle within 30 days of delivery. Unused goods may be returned at the customer’s expense. When your returned goods arrive at our workshop, you will receive a full refund (including the original shipping charge).
EXCHANGES
We hope you find a new favorite fragrance with every candle purchase! However, we understand that sometimes a fragrance just isn’t for you. If you would like to exchange an unused candle for a different fragrance, please return your candle to the address below and write the desired candle fragrance on your packing slip. Exchanges must be sent back to the Ms. T’s Workshop within 30 days of receiving your order. Please note, you will be charged for shipping!
Ms. T’s Candles
Burgweg #4,
66871 Ehweiler
Germany
CANDLE QUESTIONS
Do I light both wicks?
*Yes, when you receive your candle light both wicks and allow it to burn until you have a full melt pool of wax across the top of the candles.
What are you candle made from?
The primary ingredient of your candle is Rapeseed wax (rapswachs). We have also added fragrance oil, wicks and other additives which disqualify us from making the claim that our candle is 100% natural. They are however 100% awesome.
Why does my candle if different shades of cream (wet spots)?
This color variation is a result of shrinkage and air bubbles that occur as the wax is cooling inside the container. It is very common in plant based candles and will not affect the performance of your candle.
How is the design applied to your jar, is it a label or printed?
We use labels.
Will the glass jar get hot?
Yes, the jar will get hot, we recommend not touching it while it’s lit and always ensure it’s on a heat resistant surface.
Who makes your candles and where are they made?
All our candles are made at our farmhouse in Ehweiler Germany.
Can I reuse the jars?
Of course! You can clean the jar with hot water and hand washing hopefully will preserve the label.
How long will my candle burn?
We claim 60 hours but if you keep your wick trimmed and burn in 2-4 hour increments you could enjoy your candle for 70+ hours.