FAQ

PRODUCTS

What kind of wax are your candles made of?

Our candles are made of soy wax and are therefore completely environmental friendly and vegan. Unlike other manufacturers, our candles are made from 100% soy wax (no blend).

How long do your candles burn?

Our 9oz / 200ml candles burn up to 70 hours. Please read our candle care instructions.

What ingredients are in the candle?

We only use natural ingredients, with high-quality essential oils and the very best herbs. In our scented candles are no dyes or other additives. 100% pure nature.

ORDER

When will I receive my order?

We usually ship your order within 1-3 business days. Check our shipping policy for detailed information.

How can I cancel my order?

Please contact our customer service: service@candle-guy.com

If your package has already been shipped, we can't cancel your order anymore. In this case please return your goods.

How can I change the shipping address?

Please contact our customer service: service@candle-guy.com

If your package has already been shipped, we can't update your shipping address anymore.

Why didn't I get an order confirmation email?

If you haven't received an order confirmation email one hour after you placed your order please contact our customer service: service@candle-guy.com

Can you ship my order as a gift?

There is neither a delivery bill nor an invoice in the package. You can also send your order with a gift message directly to the recipient.

SHIPPING

How can I track my order?

You will receive a shipping confirmation with a tracking link once we shipped your package. Click on the link in the email to track the current status of your shipment.

How long is the delivery time?

Delivery time depends on the country. We're based in Germany. Check our shipping policy for detailed information.

What are the shipping costs?

Depends on the country. Check our shipping policy for detailed information.

My package has not arrived, what now?

Sometimes packages get lost or stolen. If the tracking shows that your package has been delivered, please check with your neighbors first to see if they have received your package.

If your package remains missing 24 hours after delivery scan please contact our customer service at service@candle-guy.com.

PAYMENT

What payment methods do you offer?

We offer the following payment options:

Credit card (Visa, Mastercard, American Express), Paypal, Amazon Pay, Klarna or by gift voucher.

Note: If you have chosen the payment method "Klarna", you will receive your invoice from Klarna.

Where is my invoice?

We do not send invoices and the invoice is not included in the package.

If you need an invoice, please contact us at service@candle-guy.com

How can I redeem a discount code?

You can only use one discount code per order. Enter your discount code at the checkout / in the checkout box provided. If you then click on "apply", the total of your shopping cart will be updated automatically.

Please remember to apply your discount code before you pay for your order. Once the order is confirmed, no discount can be applied afterwards.

Can I use my discount code for items on sale?

Unfortunately it is not possible to apply discount codes for items on sale, because these products are already discounted.

RETURNS

How does the 30 days money back guarantee work?

If you are not 100% satisfied with your last purchase, you may return unused products in their original condition within 30 days of receiving your order for a full refund.

How do I return items?

Please note that all products must be returned in their original packaging and returns of used items are non-refundable. If you are not satisfied with a product, please feel free to contact us. We will definitely find a solution!

For detailed information please check our Refund Policy.

When do I receive my refund?

We will issue your refund once we've received and checked your returned items. This process can take up to 10 days. The amount will be refunded to the payment method used for the purchase.

If you have returned something and have not received a refund from us within 10 days of receipt, please contact us and have your tracking number ready. service@candle-guy.com

Can I exchange an item?

For technical reasons, we can not exchange items. However, you are welcome to return an unwanted item to us, for which you will be refunded. Then you can place a new order with the desired item.

COMPLAINT

My candle arrived broken. What now?

We are really sorry that your candle arrived broken. In this case, please send us pictures of the broken candle: service@candle-guy.com

You can dispose the damaged candle, you do not have to send it back to us.

The product I received has a flaw. What can I do?

We constantly do quality checks to make sure we only ship high quality candles.
However, if a candle is not quite perfect, feel free to contact us! We will definitely find a solution for you.

Please note that our candles are a natural product. Soy wax has different shades and each candle is unique. We do not use dyes or other additives - for this reason your candle may be marbled.

Since we do not use dyes, the candles also differ in color. Some scents leave the wax completely white and some color the wax slightly yellowish. This is normal and not a quality defect.

I have received the wrong product. What can I do?

If you received the wrong candle, contact us at service@candle-guy.com. Please send us a picture of the wrong product.

Can't find what you're looking for?

Send us an email to tell us what’s up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please email us at service@candle-guy.com