Frequently Asked Questions.
How long do your candles burn?
The burn time depends on the size of the candle. You can find the approximate burn hours on the label.
Please note: Burn times may vary based on room temperature, air circulation, and how well the candle is maintained.
How should I use and take care of my candle?
Proper care extends the life of your candle and keeps it looking beautiful. Each candle comes with a card for instructions and tips. Please keep it for reference. To get the most out of your candle, follow the care recommendations.
What should I do if the candle is not burning evenly?
This can happen if the wick has shifted or if the candle is placed on an uneven surface. To fix this:
- Place the candle on a stable, flat surface.
- Burn the candle for 1-2 hours, especially if the wick is off-center, as you may notice leaking before the wax fully covers the surface.
- Extinguish the flame and gently reposition the wick to the center while the wax is still soft.
What kind of wax do you use?
Depending on the formulation for different candles, we use a carefully selected blend of paraffin, palm oil-free, and plant-based waxes.
How can I optimize the fragrance release of the fragranced candle?
The strength of the fragrance can depend on:
- Room size and ventilation
- Candle size (larger surface pools release more scent)
- How long the candle has been stored before use
For best results, let the candle burn until the entire surface has melted, releasing the fragrance more effectively.
My candle’s flame is too small or too large. What should I do?
- Small flame: To fix this, burn the candle for at least 3-4 hours to give the wick time to recover. A small flame is usually caused by a combination of a short and long burn cycle, where the short cycle buries the wick (like digging a hole), and the long cycle floods it. The wick needs time to lengthen and adjust itself again.
- Large flame: The wick may be too long. Extinguish the flame, trim the wick to 10-12 mm, and relight.
My candle is smoking. Is this normal?
A little smoke at the start is normal, but if the candle continues to smoke, check:
- Wick length (trim to 10-12 mm)
- Ensure the candle is not placed in a drafty area (away from open windows, fans, or air vents)
- For fragranced candles, check if the glass is clean and wipe gently if soot builds up.
What should I do if my candle glass breaks?
Please contact our customer service team for assistance. We may offer a replacement glass.
What should I do if candle wax drips onto my furniture?
If wax drips onto surfaces, allow it to cool before gently removing it. You can also use a hairdryer and absorbent paper to melt and absorb the wax.
Can I refill my Gabrielle candle once it’s finished?
Yes, you can order a refill. Each refill comes with a card containing instructions and care tips. Please keep it for reference to get the most from your candle.
How should I store my candles when not in use?
Store candles in a cool, dry place, away from direct sunlight, to preserve their color and scent.
Do you offer customization on candle colors and fragrances?
Currently, we offer a select range of colors and fragrances for each collection, but custom requests are welcome! Please reach out to our customer service team for more details.
Can I use the Immanuel holders for other candles?
No, the Immanuel holders are designed specifically for Immanuel candles. Using them for other candles might be unsafe and could damage the holder.
Are there more colors and sizes available?
Yes, we offer a variety of colors and sizes for all candles. New colors and sizes will be available when stock runs out.
How can I contact customer support?
If you have any further questions or need assistance, feel free to contact our customer support team. We're happy to help!
We take great care in producing and inspecting every candle. If you have any questions about your purchase, please contact us and provide:
- Your order number
- A photo of the product
- The batch number
Our team will assist you in addressing any issue.