Help / FAQs

These are a few of the most common questions we get. If you need more help don't be shy, get in touch! We love emails. 

We're here for you Monday through Friday, 9am to 5pm.
contact@scandleshop.com

SHIPPING POLICY

Where do you ship to? Do you ship Worldwide? 

We currently ship within Europe. If the country where you are requesting delivery to is not on our shipping list, please feel free to get in touch at contact@scandleshop.com and we will try and assess your situation.

 * Due to Brexit, we currently do not ship to the United Kingdom.

Do I have to pay customs or import duties?

If you placed an order within the EU, you will not have to pay custom fees to receive your order. If you placed an order from outside the EU, it is possible that you need to pay custom fees. This depends on the customs laws in your country.

What shipping methods do you use? 

DHL for Spanish customers and UPS for international shipments, you’ll receive a notification email with a tracking number from our freight company.

How can I track my order?

As soon as it ships you’ll receive a notification email with a tracking number from our freight company (DHL for Spanish customers and UPS for international shipments) to let you know the status and when it is estimated to arrive. Also, you’ll be able to change the day it is out for delivery to your preference or if a pick up point is more up your street.

Having a shipping issue?

If your order is shipping to an incorrect address, please email contact@scandleshop.com as soon as possible.

How long does shipping take? How much does shipping cost?

Check out our delivery times and fees in the chart below.

PRODUCT ENQUIRIES

Are your candles vegan?

Scandle is vegan! We use 100% vegetable wax, scented oils and cotton wicks. 

Are your candles tested on animals?

No! All candles are cruelty free. 

How do I find out what’s in the products? Are your candles clean?

Our candles are clean burning as they are made out of soy! We are petroleum free meaning they do not produce soot while burning or release other toxic and harmful chemicals. 

What is the expiry date of your products?

As our candles are hand-poured fresh in small batches and we do not use any preservatives, they have a shelf life of typically 12-18 months. Keep the candles away from direct sunlight and store at room/cool temperature to prolong the shelf-life.

What size are the candles?

We currently offer one size. Our candles are poured in cylindrical vessels made out of glass. Each one is filled with 300 g (10.5 OZ) of wax with a burn time up to 50h. PS. Burn time directly depends on the care you take of your candles, to enjoy them for as long as possible check our candle care tips!

How strong are the scents?

Just like every person is unique, every one of our candles are too! The strongness of the scent depends on the candle you choose. If you want info on a certain candle, take a look at the product details.

How can I get the most out of my Scandle? What are your tips for candle care perfection?

We have perfected a list of candle care tips just for you, check it out and maximize your experience! 

Where can I purchase Scandle products?

You can always buy them directly from our online store. But, we understand the experience of buying a candle at a store is unbeatable so… we also have an up to date stocklist  on our website where you can find your nearest store! If we are not in your city/country let us know and we will do our best to be! 

How do I know when an item will be restocked?

We have an option to be notified when we have a restock. Make sure to leave your email contact so you don’t miss out!

Do you offer discounts and promotions?

We do not offer discounts or promotions regularly as we don't have enormous margins to give away in sales. We, as a small business, focus on offering outstanding quality and value all year around. Did you know we are locally sourced and produced in Spain? 

Do you offer samples of your product?

Yes! We include free testers of our scents with every purchase.

CUSTOMIZATION

What elements of a candle can I customize?

We offer the option to create the most personal Scandle experience by customizing the text and playlist on the back of some of our candles. If you want to know more, take a look at How to Customize

Can I customize the candle scent to my liking?

We do not offer the option to customize scent since every fragrance mix is perfectly selected and measured to evoke our desired experiences. FIY, creating the perfect blend takes months!

How can I add my Spotify playlist to customize a candle?

We’ll need the playlist link. You can find it by opening the song or playlist on your preferred streaming service (Spotify or Apple Music) and clicking the dots where you find a drop-down menu with options, select “share” and copy and paste the playlist link into our form. If you need further explanation, feel free to check out our How to Customize detailed page.

How can I add my own text to customize a candle?

You’ll find the option to leave your own message to your loved one in our customization form. We promise not to peek much, feel open to write to them about whatever experience or feelings you want them to live while burning their Scandle. If you need further explanation, feel free to check out our How to Customize detailed page. 

Can I use other streaming services to customize a candle?

Yes! We definitely are Spotify people but we also customize your candle with an Apple Music playlist.

How long does it take for a customized candle to be processed?

We just need 1 day to make your customized candle perfect. We are super quick because we do everything ourselves! 

ORDERS

How long does an order take to process?

All orders will be processed in 1 day, excluding Spanish Public Holidays and weekends in which case your order will be prepared the next working day.

Can I modify or cancel my order once I place it?

Yes! Contact us as soon as possible at contact@scandleshop.com so we can manage it. If the order hasn’t left our workshop, we will cancel and refund it directly. In case it has already been processed and shipped to you, it will be treated as return or exchange and the customer will be in charge of the price of the return shipping. 

I have a problem with my order, what should I do?

It is essential to inspect your order closely and verify upon reception. If you have noticed your order is faulty in any way, meaning you received a defective or damaged product, are missing an item or you got the wrong one. Please contact us immediately at contact@scandleshop.com so we can evaluate the issue and make it right by you.

RETURNS AND REFUNDS

How can I return/exchange an item?

Yes! Our priority is to make sure our customers are happy with our products. To return your order, please send us an email to contact@scandleshop.com within 14 days from the reception of the order, indicating the following information: order number, day of reception, name and address and reason for return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. 

If you want to exchange an item you purchased, the fastest way to ensure you get the one you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We are sorry but, we cannot accept returns or exchanges on customized items or gift cards as they are non-returnable items. Please get in touch if you have questions or concerns about your specific item.

Is the return/exchange free?

To our dismay, the costs for returns and exchanges will be charged to the customer. You can always contact us if you need more information or have any other unsolved questions at contact@scandleshop.

How and when will I be refunded?

We will notify you once we have received your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

PAYMENTS

What are the available payment options?

We use Shopify Payments and offer the following payment methods: PayPal, Visa, MasterCard, Google Pay, Apple Pay. 

How can I receive an invoice for my order?

At checkout, add your details in the “Billing Address” section and we will send it directly to you. If you don't receive it or have any problems please contact our Customer Care at contact@scandleshop.com and we will send it to you.

Having an issue with a payment?

If you have any difficulty in processing the payment, please check the card details you have entered including expiry date, billing address and security code. If all of these are correct your card issuer may have declined your payment. As card issuer’s do not share this information with us it is advisable that you contact your card issuer directly. For any further information or assistance, please contact us.