Frequently Asked Questions
Yes, you can choose from any fragrance if the container is the same size and material you purchased originally.
We do not change size of your container at refill; however, you can purchase a new container of any size with the fragrance of your choice.
Yes, you can swap candle containers at refill (between glass and ceramic) in the small size only as they are the same wax volume.
Yes, you can choose any colour ceramic in the same size range.
Yes, we would love your friend to come and get refills to ensure longevity of their gift.
We understand that accidents happen. If you send us a photo of your broken container, we will give you a 20% discount off a full priced replacement when you are next in.
No, we will take care of the cleaning for you.
Not to worry, you can buy a new bag at refill for $10.
Ideally, we would love you to use our bag given it has some padding to help protect the candle, however you can use your own bag.
We will take the upmost care of your candle containers (both CandleXchange branded or your own containers), however should an accident occur, we will replace your candle with one of equivalent value.
There is three common ways to clean a candle container.
- Freezing method
Cold causes wax to harden and shrink, making it easier to remove. Place the candle in the freezer for several hours or until it is frozen. The wax should pop right out of the container, but you can also loosen it with a butter knife if necessary. Scrape off any residue and then clean the container with soap and water. This method is best for ceramic (not glass).
- Boiling Water method
Hot water can also be used to remove wax. Put the candle on a surface protected with a towel or newspaper. Pour boiling water into the container, leaving room at the top. (If your candle is made of a soft wax, such as soy wax, you can use hot water that is not boiling.) The boiling water will melt the wax and it will float to the top. Let the water cool and remove the wax. Strain the water to get rid of any small wax bits. Do not pour wax down the drain. Scrape any remaining wax and clean with soap and water.
- Double Boiler method
Remove as much wax as you can with a butter knife or a spoon. Place the candle inside of a pot or large metal bowl on a heat-safe surface. (You can put a folded dish towel under the candle to keep it from moving in the pot.) Pour boiling water into the pot around the candle, making sure that the water does not get into the candle jar. Let the jar sit in the hot water until the wax has softened. Hold the jar in one hand and use a butter knife to loosen the wax. Remove the container from the water, pop out the wax, and then wash with soap and water.
Caution should be taken when using hot water or heating wax.
We understand these things happen. We will share the cost and refund you 50% of the difference between your new candle and exchange price.
Simply email firstname.lastname@example.org and we will ship you new packaging to return your used container.
Simply email email@example.com with the tracking ID or your parcel and we will identify any issues. Should the courier be responsible for the lost parcel, we will refund you the difference between your new candle and exchange price.
All refunds will be made directly to credit card or paypal account. We welcome you using this for future purchases.