Frequently Asked Questions (FAQ)

This is where you should answer the most common questions prospective customers might have. It’s a good idea to cover things like your return policy, product warranty info, shipping and returns, etc. Check out the examples below.

What’s your return policy?

Please contact us if you have any issues with your order.  Some melts may get slightly broken but this will not affect their use.  Always contact us as we will do our best to help.  Return any of our products except custom made collections–within 10 days of purchase. We do not pay return shipping unless the fault is ours.

Do you ship overseaS?

Yes, we’ll ship your package anywhere that can accept deliveries.  Shipping is set rate up to 2kg, if you require more or just 1 or 2 collections please message us to arrange a way to save on shipping.  If your shipping cost less than you paid you will be refunded the difference.

Do you have customer service?

Of course! Our friendly and knowledgeable customer services reps are available to answer your questions 24/7/365.

WHY ARE SOME OF THE MELTYS PATCHY AND FADED IN COLOUR WITH WHITE SPOTS?

Yes this is very common and is known as frosting.  It is a natural byproduct of a natural wax and in no way affects the burn ability or fragrance.  It is caused by tiny crystal growth that forms on the top and sides of the wax melts.  This is similar to how sometimes it happens on chocolate.  I try to minimize it as much as possible but its just something that occurs with 100% pure soy wax.  It can also occur over time too, its simply a natural occurrence in a natural wax.  This is something that cannot be helped and will be more common in darker colours. Once melted will still give a beautiful wax pool.

WHAT WAX DO YOU USE?

I use different waxes.  My favourite wax is beeswax due to its healing properties and brilliance with moulding.  It also has a natural scent if you cannot use fragrance oils.  The bees are happy and free, they are not farmed and mistreated.  I also use soy wax with a little high quality paraffin wax to help shape the moulds (the soy candles are pure soy).  There are many opinions on paraffin wax.  My supplier has ensured me that the paraffin wax I use is highly refined and does not contain any harmful substances.  This purity is high quality and regularly tested to ensure its quality.  I use the soy wax to fulfil vegan needs.

WHAT COLOURING DO YOU USE?

We use mostly mica colours which are all natural, cosmetic grade and beautiful.  We also use some candle dye in some melts not all, which is high quality and not tested on animals.  Some darker colours may stain some surfaces due to the high amount of colour used to achieve the stong colouring, mostly the black and red colours.  So please be aware when using them on lighter melters.  However, some wax melters that are light do seem to not stain, so it really depends on your melter too.  Careful of other surfaces too that you do not want stained.

DO YOU USE ESSENTIAL OILS?

No I use Fragrance oils.  I am not a trained essential oil specialist.  All my oils are high quality and safe for candle use.  All candles and melts are supplied with warning information and allergy ingredients for the fragrance oils.  All my fragrance oils are not tested on animals.  All oils are professionally handled and manufactured. All my products are CLP compliant, all info required is supplied.  Essential oils can also cause allergens.  Fragrance oils are synthetically made in a controlled environment and rigorously tested.  Some also contain some essential oils.

WHAT IF I HAVE AN ALLERGY?

All products come with information on the oils used.  If you do start to have an allergy please stop using.  Some FO’s are stronger than others.  Stop use and seek medical help if necessary.  Please note I can do your melts and candles fragrance free if need be.

DO YOUR CANDLES AND WAX MELTS HEAL?

The beeswax used has healing properties, beeswax is well known for this.  However, we do not claim that our products cure or help any illness.  They are simply to help raise awareness and create a sense of community.  They are to help make people see that they are not alone and make a fun gift.  We have had many customers say that their melts and candles help them to feel better emotionally and a part of something.

HOW LONG WILL MY ORDER TAKE?

Each item is handmade, I am a spoonie so please always allow for that. I try to get them out asap and try to carry some stock, but this is not always possible.

DO YOU HAVE A COMMUNITY GROUP?

Yes got to my facebook page and request to join the Melty Army Group.  Its a place for us all to chat and support each other.

DO YOU WHOLESALE?

Yes, please contact us to discuss further.