Help
Frequently asked questions
Burning tips, orders, shipping and returns. Can't find your answer? Email info@zoescandles.com.
Candles
How do I burn my candle safely?
The glass gets hot while the candle burns, so let it cool before you move it. Burn it on a heat-resistant surface, or use a coaster if you're unsure. Keep the wick centred. When the candle is nearly finished the wick can drift if you move the jar, so check it and nudge it back with a match.
The wick flickers or smokes. What do I do?
Trim the wick to about 1 cm before you light it. Most wicks keep their length on their own, but a quick trim before each burn helps the candle burn evenly.
There are white spots on the glass. Is that a problem?
No. They can appear when hot wax meets cool glass during pouring. They aren't gaps in the glass and usually fade once the candle has burned for a while.
Something seems wrong with my candle.
Send us an email at info@zoescandles.com with a photo and a short description. Every candle is made by hand, and we're happy to help.
How strong is the scent?
It depends on the scent and the room, but most people describe it as somewhere between soft and strong. Each product page lists the notes, so you can choose by what you like.
What kind of fragrance oils do you use?
We use fragrance oils made for candles. Zoe chooses each one by how it smells, in the jar and while it burns.
Orders
Can I ship my order to another address?
Yes. Enter the delivery address at checkout. We'll email you the invoice instead of putting it in the parcel.
Which countries do you ship to?
We ship within the European Union and to Norway, Switzerland and the United Kingdom. You'll see the shipping cost for your country in the cart and at checkout.
Can I pick up my order?
Not at the moment. Every order is shipped with PostNL.
Will I get an order confirmation?
Yes, by email right after you order. Can't find it? Check your spam folder or email info@zoescandles.com.
How can I pay?
By card, iDEAL | Wero, Apple Pay and Google Pay.
Shipping & delivery
How much is shipping?
It depends on the destination and is shown in the cart and at checkout. Shipping within the Netherlands is free from € 75.
When will my order ship?
Usually within 3 to 4 business days.
Can I track my order?
Yes. You'll receive a Track & Trace code by email once PostNL has your parcel.
Who delivers my parcel?
PostNL. Outside the Netherlands, PostNL works with a local partner for the last part of the journey.
Returns
Can I return my order?
Yes, within 14 days of receiving it, as long as the item and packaging are unused and in their original state. Return shipping is paid by the customer. Used candles can't be returned. Full details are in our Terms & conditions.
My candle arrived broken.
We're sorry. Please keep the box, packaging and candle, take a photo, and email info@zoescandles.com. PostNL may ask for the photos, so keep everything until it's sorted.