FAQ

Here is a compilation of our frequently asked questions.

Candles

What materials are used to create the candles?

Our candles are crafted with 100% natural soy wax sourced from Europe, obtained through local and sustainable harvesting practices. This wax is not only sustainable but also vegan-friendly and fully biodegradable. To ensure eco-friendliness, we use wicks composed of a sustainable flat braided pure cotton, interwoven with paper threads.

Where are the candles produced?

We proudly produce and hand-pour our candles in Sweden. Each candle is a testament to our unwavering commitment to craftsmanship and is crafted with meticulous attention to detail, care, and an abundance of passion and love. Our dedication to excellence shines through in every single candle we create.

is it normal to see some white spots?

Soy wax has a tendency to create frosting, which appears as a white texture on the inside of the jar. This occurrence is entirely normal for natural waxes like soy and does not impact the candle's functionality in any manner.

Why my candle surface seems oily?

The top layer of wax on our candles may exhibit a slightly uneven or oily appearance, which is a natural characteristic resulting from the specific wax and fragrance combination used.
This occurrence is completely normal for our natural candles and does not affect their quality or performance in any way.

Why i can only see pre-order option?

At the core of our principles lies a zero-waste philosophy and design framework. We make a conscious effort not to hold large quantities or engage in mass production of our products. Therefore, based on stock availability, you might only see the option to pre-order. (Information regarding the delivery time will be displayed under the pre-order button)

Packaging

What is the packaging materials?

Our packaging is FSC-certified and comes from responsibly sourced and thoughtfully processed materials from well-managed forests and/or recycled sources. FSC certification represents the sustainable choice, leading to improved outcomes for forests, people, and markets.

Why my product came without an extra packaging box?

As part of our commitment to sustainability and our pursuit of becoming the most eco-friendly brand, we have decided to refrain from including an extra packaging box for our candles, apart from the shipping box. This approach will continue until we successfully identify a sustainable packaging solution.

Payment

What payment methods is available?

We currently accept payments by visa, mastercard, and klarna (Sweden Only). We only provide secure payments and adhere to industry standards, ensuring that all data is encrypted.

Shipping & Return

Do you ship worldwide?

Currently, our shipping services are limited to the European Union, Norway, Switzerland and the United Kingdom.

What is the shipping cost?

We offer free shipping on all orders.

How long dose it take to receive my order?

We aim to ship your order within 1-2 business days following the day the order was placed. We reserve the right to select the most suitable shipping method and carrier for your delivery.
Estimated delivery times:
Sweden: 2-5 business days
EU, Norway & Switzerland: 5-8 business days
USA & Canada: 6-8 business days
Japan, Hong Kong, Taiwan & South Korea: 6-15 business days

Can i track my package?

After your order is processed and handed over to a carrier, you will receive a shipping confirmation email with your tracking number.

Do you accept returns?

We accept returns within 14 days following your purchase, contact us if you wish to return so you get the information regarding the address and shipping labels.
Please note that we only accept returns if the products are unused and the product, labels & packaging are fully new, If goods returned are not in a re-sellable condition, we may not accept your return. We do not accept returns on candles if the seal is broken due to health protection or hygiene reasons, even if it's not been used.
Refunds for returned products will be issued to the customer upon the product's return. It's important to note that original shipping costs will not be reimbursed, and neither will the expenses incurred when returning the product to us. All refunds will be processed using the original method of payment.

Do you still need help?

If you need any assistance or have any questions, please don't hesitate to contact us. Our dedicated team is committed to providing timely support, and will make sure to reply to your message within 24 hours. We are here to help and ensure that your needs are met promptly.
Fill the contact form or send us an email at: support@ateljens.com