Frequently Asked Questions About Our Candles

Yes. Every SOYAME® candle is carefully handmade in small batches. Because each piece is individually crafted, slight variations in colour, shape, texture and finish may occur. These small differences are a natural part of handmade products and make every candle unique.

Our candles are made using premium soy wax blend, chosen for its beautiful finish and excellent fragrance performance. Each candle is carefully poured and finished by hand.

SOYAME® candles are made using soy wax, fragrance oils and the appropriate wick and container for each design. Product-specific details, including weight, estimated burn time, container and dimensions, are listed on the relevant product page.

If you have a specific ingredient concern or allergy, please contact us before ordering.

Soy wax is a plant-based wax made from soybean oil, while paraffin wax is derived from petroleum. We choose soy wax because it is made from a renewable source and suits the natural look and performance we want for our handmade candles.

All candles should still be burned responsibly and according to the safety instructions supplied with the product.

Our soy wax is plant-based and our candles are not tested on animals. If you have a specific concern about an ingredient, fragrance or product component, please contact us before ordering and we will be happy to help with the information available for that product.

No burning candle should be considered completely safe around children or pets. Candles involve an open flame, hot wax and fragrance ingredients.

Always keep candles well out of reach of children and pets, place them on a stable heat-resistant surface where they cannot be knocked over, and never leave a burning candle unattended.

Fragrances may also affect people and animals differently. We recommend burning your candle in a well-ventilated room and following the safety and CLP information supplied with your candle.

For more guidance, please read our Candle Care & Safety Guide.

Our candles are designed to provide a pleasant fragrance without being overpowering. Fragrance strength can vary depending on the scent you choose, the size of the room and the type and size of the candle.

Choosing a fragrance is very personal. Our Fragrance Guide describes the main notes and character of each scent to help you find your favourite.

If you are buying a candle as a gift and are not sure which fragrance to choose, please contact us and we will be happy to help.

Fragrance oils may affect people differently. If you have allergies, sensitivities or concerns about a particular fragrance, please contact us before ordering.

Always follow the safety and product information supplied with your candle and burn it in a well-ventilated room.

If you experience discomfort while burning a candle, extinguish it and ventilate the room.

Because our candles are handmade, no two pieces will ever be completely identical. Small differences in colour, texture, placement of decorative elements and finish are completely normal. Colours may also appear slightly different depending on lighting and your screen settings.

These natural variations do not mean that your candle is defective.

This is known as 'frosting' and is a natural characteristic of soy wax. It does not affect the quality, fragrance or performance of your candle.

Soy wax may also change slightly in appearance after burning and cooling. This is normal for a natural wax and is not usually a fault with the product.

Burn time varies depending on the size, shape and design of the candle. You can find the estimated burn time in the description of each product.
Please note, burn times are approximate and can be affected by factors such as wick length, room temperature, draughts and how the candle is burned.

For guidance on how to get the best and safest burn from your candle, please read our
Candle Care & Safety Guide.

For the best burning experience:

• Trim the wick to approximately 5 mm before each burn.
• Place the candle on a stable, heat-resistant surface.
• Keep it away from draughts, curtains, children and pets.
• Never leave a burning candle unattended.
• Do not burn your candle for longer than the recommended time stated in the candle
care instructions.
• Always follow the safety information supplied with your product.

For more information, please read our Candle Care & Safety Guide.

Keeping the wick trimmed to approximately 5 mm helps your candle burn more evenly and can reduce excessive flames, smoke and soot.

Always allow the candle to cool completely before trimming the wick or handling the wax.

The first burn is particularly important for container candles. Where possible, allow the wax to melt evenly across the surface towards the edges of the container. This helps establish an even melt pool and can reduce tunnelling during future burns.

Rather than relying on one fixed number of hours for every candle, always follow the recommended maximum burn time provided with your specific product, as this can vary depending on its size, design, wick and container.

Never leave your candle unattended while burning.

An uneven burn can happen for several reasons, including an untrimmed or incorrectly trimmed wick, draughts, an uneven surface or not allowing the wax to melt evenly during the first burn.

Before each burn, trim the wick to approximately 5 mm, place the candle on a flat, stable surface and keep it away from draughts, fans and open windows.

For container candles, allowing the wax to melt evenly across the surface towards the edges can help reduce tunnelling and encourage a more even burn.

No. A burning candle should never be left unattended, even for a short period of time. Always extinguish your candle before leaving the room or going to sleep.

Our decorative candles are designed to be enjoyed with care. As the candle burns, decorative wax elements may melt and move in unpredictable ways.

If a melted decorative element falls into the wax pool and interferes with or smothers the flame, extinguish the candle immediately. Allow the candle and wax to cool completely before carefully removing the displaced element. We recommend wearing protective gloves when doing so. Never attempt to remove or reposition decorative elements while the candle is lit or while the wax is still hot.

Decorative elements are for aesthetic purposes only. Do not consume them.

Extinguish the candle immediately if a decorative element interferes with the flame or moves into a position that could affect safe burning. Allow the candle and wax to cool completely before carefully removing the displaced element. Never handle hot wax or attempt to move a decorative element while the candle is lit.

If you are unsure whether the candle is safe to continue burning, stop using it and contact us for advice.

• Ready-to-Order Candles
  As our candles are handmade, we aim to prepare and dispatch our ready-to-order candle designs within 2 working days of your order being placed. This is the processing time needed to prepare your candle and does not include delivery time after dispatch.

During particularly busy periods, such as Christmas, seasonal launches or periods of high order volume, processing may take a little longer.

• Bespoke Candle Favours
  Our bespoke candle favours are created specifically for your event and therefore have different preparation times depending on the quantity, design, level of personalisation, packaging and whether a sample is required. As a general guide, please allow approximately 2–3 weeks for production before dispatch. Larger or more complex orders may require additional time.

The estimated production timescale for your bespoke order will be confirmed as part of your tailored quote before production begins.

If your order is needed for a specific date, please contact us as early as possible before placing your order so that we can discuss your requirements and confirm whether we are able to meet your deadline. We recommend allowing reasonable time for both production and delivery, particularly for weddings, celebrations and other events.

Once your order has been dispatched, UK orders are sent using Royal Mail Tracked 24, which aims to deliver on the next working day after dispatch. Please note that this is a delivery aim rather than a guaranteed delivery date.

Ready-to-order products are sent using Royal Mail Tracked 24. For personalised, made-to-order or event orders, we select the most suitable courier based on the size and weight of your parcel. You will receive tracking information by email once your order has been dispatched.

Ready-to-order products are sent using Royal Mail Tracked 24, which aims to deliver the next working day after dispatch. For personalised, made-to-order or event orders, delivery time depends on the courier used, and will be confirmed with your quote.

These are estimated delivery aims rather than guaranteed delivery dates. Delivery may take longer during weekends, bank holidays, seasonal peaks, severe weather or other circumstances outside our control.

For ready-to-order candles, UK delivery is £2.99 for orders under £50. Orders of £50 or more qualify for FREE UK delivery.

For personalised candle favours and event orders, delivery costs are calculated separately based on the quantity, total weight and size of the order. The applicable delivery charge will be clearly included in the personalised quote provided to you before you confirm your order.

We offer FREE UK delivery on ready-to-order candle orders of £50 or more.
For orders under £50, UK delivery is £2.99.

Delivery for personalised candle favours and event orders is calculated separately based on the quantity, weight and size of the order and will be included in your personalised quote.

When your order has been dispatched, we will send a confirmation email containing your tracking information.

If you have not received a dispatch email within the expected processing time, please check your spam or junk folder first. If you still cannot find it, please contact us and include your order number.

Every SOYAME® candle is carefully packaged to help protect it throughout its journey to you.

We use predominantly paper-based packaging materials, however delicate decorative candles may also have an additional protective seal around the top to help keep their decorative elements secure during transit.

As many of our candles are handmade and feature delicate decorative details, please unpack your order carefully when it arrives.

If your parcel appears to have been damaged during delivery, please keep all of the original packaging, as photographs of both the candle and its packaging may be required when we investigate the issue with the delivery provider.

Although we carefully package every order, damage can occasionally happen during transit.
If your order arrives damaged, incorrect or incomplete, please contact us as soon as possible after delivery, ideally within 48 hours, so that we can investigate the issue quickly and assist you.

Please include:
• your order number; 
• clear photographs of the product; 
• photographs of the outer packaging and any visible damage; 
• a brief description of the issue.

Please keep the original packaging until we have reviewed the issue, as it may be needed when investigating a delivery problem with the courier.
We will review the information provided and work with you to resolve the issue as quickly as possible. This does not affect your statutory rights.

Please check your delivery details carefully before completing your order. If you notice an error, contact us as soon as possible. We will do our best to help before dispatch, but we cannot guarantee that an address can be changed once an order has been shipped.

SOYAME® cannot be responsible for delays caused by an incorrect or incomplete address supplied at checkout.

If you need to change or cancel your order, please contact us as soon as possible.

For ready-to-order designs, including Frosted Candles with options selected from our standard range, we may be able to make changes before your order enters production.

For personalised candle favours, your approval of the final sample confirms the design and allows us to begin production. Once approved and production has started, cancellations or changes cannot normally be accepted.

Your statutory cancellation rights are not affected. Please see our Returns & Refunds Policy for full details.

Because many of our candles are handmade or personalised, different return conditions
may apply depending on the product.

Used candles cannot be returned. Personalised or ready-to-order products may also be excluded from returns unless they are faulty or damaged.

Please read our Returns & Refunds Policy for full details before placing your order.

We currently deliver within the UK only.

We accept all major debit and credit cards, as well as PayPal, Klarna, Apple Pay and Google Pay. All available payment options will be displayed at checkout before you complete your purchase.

Yes. We create handmade personalised candles for weddings, baby showers, birthdays, hen parties, graduations, corporate events and other special occasions.

If you are planning an event, please visit our Personalised Candle Favours page or simply Start An Enquiry.

No. We do not require a minimum order for our candle favours, so you can order the quantity that suits your celebration.

For larger orders, please contact us as early as possible so that we can discuss your requirements and timescale.

Absolutely. We welcome larger and corporate orders. Depending on the project, we may be able to customise elements such as colours, fragrances, packaging and presentation.

Please send us a request with details such as quantity, budget, colours, fragrances, packaging, branding and your required date. Starting an enquiry is free and comes with no obligation to order.

We can create personalised candle favours for a range of occasions, including:

• weddings;
• baby showers;
• birthdays and milestone birthdays;
• hen and bachelorette parties;
• graduations;
• corporate events;
• client and employee gifting;
• and other special celebrations.

If you have a different type of event in mind, please contact us and tell us about your ideas.

Depending on the project, personalisation may include:

• wax colour;
• fragrance;
• jar size and lid colour;
• names and dates;
• custom labels;
• company logos;
• QR codes or bespoke artwork;
• ribbons, dried flowers and other finishing details;
• gift boxes, tissue wrap and other packaging options.

Available options depend on the design, quantity and requirements of your order. We will discuss the available choices when preparing your quote.

Yes. Once we have discussed and agreed all design details, we will create your personalised candle design and send you photos by email for approval before proceeding with the full order.

Full production will begin only after you have approved the final design.

We recommend contacting us as early as possible, especially for larger or highly personalised orders. Your timescale may include consultation, design choices, sample approval, production and delivery. Please contact us with your event date and required quantity so that we can advise whether we can meet your deadline.

Personalised and event orders may require more preparation time than ready-to-order products. The timescale depends on the quantity, design, fragrance, labels, packaging, sample approval and production requirements.

We will discuss the expected timescale with you before production begins. Please allow time for consultation, approval, production and delivery.

Please complete our Enquiry Form and provide as much information as possible about your event and what you have in mind.

Once we receive your enquiry, we will get in touch to discuss your ideas and gather any additional details we may need. This allows us to understand your requirements and prepare a tailored quote based on your chosen design, quantity, personalisation, packaging and other requirements.

Starting an enquiry is free of charge and comes with no obligation to order.