Candle FAQs
Ordering
How do I place an order?
Simply browse our store, add your chosen candles to your basket, and check out. If you have any trouble, feel free to contact us and we'll be happy to help.
Can I cancel or amend my order?
Please get in touch as soon as possible at info@kimliboocandles.co.uk if you need to make changes. Once your order has been dispatched, we may not be able to amend it. See our Terms of Service for full details.
What happens if an item I ordered is out of stock?
We'll contact you to let you know the expected restock date. If that date doesn't work for you, you're welcome to cancel for a full refund.
Shipping
How long will it take for my order to arrive?
We aim to dispatch orders within 1–3 working days. During busy seasonal periods (such as Christmas), this may extend to up to 5 working days. Once dispatched, Royal Mail delivery times are:
- UK Tracked 24 — £5.15 (aims to arrive the next working day)
- UK Tracked 48 — £4.05 (aims to arrive in 2–3 working days, including Saturdays)
You'll receive a dispatch confirmation email as soon as your order is on its way. See our full Shipping Policy for more information.
Which courier do you use?
We currently use Royal Mail for all UK deliveries. Postage costs are calculated by the weight of your order.
Returns & Refunds
What is your returns policy?
We offer a 14-day return window from the date you receive your order. Items must be unused, in their original packaging, and accompanied by proof of purchase. Read our full Return and Refund Policy for details.
How do I start a return?
Email us at info@kimliboocandles.co.uk to request a return before sending anything back. Items returned without prior authorisation will not be accepted. Once your return is approved, we'll send you a returns label and instructions.
When will I receive my refund?
Once we've received and inspected your return, we'll notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. If more than 15 business days have passed since approval, please contact us.
My order arrived damaged — what should I do?
Please inspect your order on arrival and contact us immediately at info@kimliboocandles.co.uk if anything is defective, damaged, or incorrect. We'll make it right.
Are there any items I can't return?
We cannot accept returns on custom or personalised items, sale items, or gift cards. Please contact us if you're unsure whether your item is eligible.
Contacting Us
How quickly will I get a response?
We aim to respond to all enquiries within 24 hours. You can reach us by email at info@kimliboocandles.co.uk or via our Contact Us page.
Bubble Candle Care
How do I care for my bubble candle?
Bubble candles are stunning as decorative pieces, but can be burned too. See our dedicated Bubble Candle Care guide for full advice. Key tips:
- Trim the wick to 5mm before every burn to keep the wax clean.
- Burn for no more than 1–2 hours at a time to reduce the risk of wax leaking through the sides.
- Place on a heatproof surface (such as a tray or candle mat) to catch any wax that may escape.
- Extinguish when around 1cm of wax remains.
How long will my bubble candle burn?
Our bubble candles have a burn time of around 8 hours in total, based on burning in 2-hour intervals and allowing the wax to fully harden between burns.
Will my bubble candle leak wax?
Leaking is more likely to occur during the final stages of the burn. To minimise mess, always place your bubble candle on a heatproof tray or candle mat. Burning in short intervals (1–2 hours) also helps reduce leakage.
Container Candle Care
How do I care for my container candle?
For best results, follow the guidance in our Container Candle Care guide. Key tips:
- Trim the wick to 5mm before every burn.
- On the first burn, allow the wax to melt all the way to the edges of the container — this prevents tunnelling and ensures an even burn throughout the candle's life. This may take 2–4 hours depending on the size.
- Avoid burning for more than 3–4 hours at a time; allow the candle to cool for at least 2 hours before relighting.
- Extinguish when around 1cm of wax remains.
Why is trimming the wick important?
Trimming the wick to 5mm before every burn keeps the wax pool clean, prevents excessive smoking, and prolongs the life of your candle. We recommend doing this every single time before you light your candle.
Should I avoid burning my candle near draughts?
Yes — draughts (drafts) will decrease burn time, cause uneven burning and smoking, and reduce the scent throw of your candle. Always burn in a sheltered spot away from open windows, fans, or air conditioning.
What is wax frosting, and should I be concerned?
Frosting is a natural characteristic of soy wax and is common, particularly on coloured candles. It appears as a white, powdery coating on the surface of the wax. It does not affect the performance, scent, or burn of your candle in any way — it is simply a sign that your candle is made from natural soy wax.
Still have a question? Get in touch — we're always happy to help.