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Frequently Asked Questions
Product & Care
Helpful tips: Candles (Dos)
- Before lighting your candle, trim the wick to 3mm.
- Place it on a heat-resistant tray. Light your candle in a well-ventilated space, away from draughts and flammable materials.
- Burn for at least 1 hour to create a melt pool but for no longer than 3 hours at a time.
- Before relighting your candle, trim your wick to 3mm and remove any wick debris.
Helpful tips: Candles (Don'ts)
- Do not burn candles completely- discard when wax is 5mm from the base.
- Never leave a burning candle unattended.
- Keep out of reach of children and pets. Never touch or move a burning candle.
- To safely extinguish the flame, use a candle snuffer to prevent hot wax from splattering.
- Never throw water on a lit candle or candle fire.
- When not in use, store your candle in a cool, dry place away from direct sunlight and nearby heat sources to prevent discolouration.
My candle won’t stay lit - how do I fix it?
The flame draws the wax up through the wick, so if the wick is too long or has thin, fragile, charred bits at the top, or if the wick has burned below the surface of the wax - the wax cannot make it to the flame. You may then find that your candle goes out continuously. Should this happen, trim the wick, cleaning off any charred or flaky bits and re-light.
You may also try using a paper towel or cotton pad to soak up some of the excess wax. Then wait until the wax has solidified a little to relight your candle - repeat until your wick has room to breathe or enough space to burn. If the above still won't work, you can scrape out the top wax with a spoon until the wick it tall enough to stay lit.
Payment & Gift Cards
What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, ShopPay, Apple Pay, and Afterpay
Do you sell Gift Cards?
Gifting Artesano is a beautiful gesture! Gift cards can be purchased for any occasion here.
Is the Artesano Gift Card an electronic card?
Yes, we believe in being green! Artesano Gift Cards are delivered via email.
Shipping & Returns
Where is my order being sent from?
Orders placed on our website are dispatched from our home studio in Auckland, New Zealand.
Where do you ship to?
We ship NZ wide and Australia. We are still in the set up process to ship to other countries.
Who do you ship with?
We offer local and International Express shipping with NZ Post and Aramex.
How long does shipping take?
From dispatch - standard shipping is 1-3 days while rural takes 3-5 days. International takes 5-10 days.
Can I change or cancel my order?
As we aim for immediate dispatch (so you have your Artesano Candles ASAP!) We might not be able to change or cancel orders on time. If your order is incorrect you will need to wait to receive the order but can always conduct an exchange/return once it arrives here.
Can I track my order?
Of course! Once your order is dispatched you will receive an email letting you know your order is on it’s way. This email will have your tracking number and relevant information.
Can I change the address of my order?
This can be a tricky one! If your order hasn’t left yet our team can do what we can to make the changes. Otherwise you will need to organise for a redirection with the carrier who has your order.
What is your Exchange/Return Policy?
Whilst we are confident you will love our candles and scents, in the event that you are not 100%, reach us at returns@artesano.co.nz. We have a 14-day no questions asked return policy. However, we would very much appreciate it if you can share with us the reason/s for the return.
How do I exchange/return an item?
What do I do if I have a faulty product?
General
Can I find Artesano in a store?
We run our store solely online at the moment but you can catch us on occasional booths/ famers markets. And find your nearest Artesano partner here.
My question isn’t covered!
No worries reach out to our team on help@artesano.co.nz and we’ll love to get you a (human) answer.