FAQS

 20 Margaret St, London
Great Britain, 3NM98-LK

 Free standard shipping
on all orders in New York

 Support forum provide
for over 24h, every day.

FaQs. General Information

How do your products work?

Pictures speak a thousand words .  Click here for a pictorial on how our products work.

What type of jewellery comes with your products?

You can choose your preferred jewel type from ring, necklace, earrings or bracelet. Each jewellery prize will be made from either 925 Sterling Silver or Yellow/White Gold with an RRP value between £10 - £2,000.

Can I select my ring size?

You have the option to choose your ring size from UK standard L to Q before placing an order. We will do our best to accommodate your preferred ring size, however, please note that we are not able to guarantee fit 100%. ** With our Bath Bombs, a ring size selection is not available; the ring size placed inside will be random if ring has been selected. **

How can I find out the value of my jewel?

Every surprise jewel will have a tag attached to it. To find out how much your new jewel is worth, please enter the code displayed on the tag here: https://appraise.imperialcandles.co.uk/and follow the steps mentioned. Please note that the retail value is an approximation and prices may vary. To find an exact value of your jewel you can ask a jeweller for an appraisal. All the jewellery with a retail price between £1,000 and £2,000 will come with an insurance certificate.

What is the difference between your collections?

Candles: 1. Classic Collection: You have the option to select either a necklace, earrings, or preferred ring size, bracelet is also available in select scents. The candles are 21 oz., approximate burn time of 120 hours, and come in luxurious glass jars with a lid. 2. Deluxe Collection: You have the option to select either a necklace, earrings, or preferred ring size, bracelet is also available in select scents. The candles are 10 oz., approximate burn time of 70 hours, and come in a luxurious tube with a metallic lid. Bath Bombs: Each bath bomb weighs appr. 210g and comes packaged in cellophane with a ribbon. *Note: some products will differ* We do not test our finished products on animals. We also only purchase from ingredient suppliers who do not test on animals. Please be advised that this product may cause skin irritation/ allergies. We recommend consulting a doctor or test the product on a small skin area before use, especially if you do have a sensitive skin. Wax Melts: 1. Wax Pots: Soy wax melt without the hidden jewel. Weighs appr. 40g and has a burn time of appr. 30 hours. Comes in a plastic container with a lid. 2. Wax Bars: Soy wax bar without the hidden jewel. Weighs appr. 90g and has a burn time of appr. 60 hours. Comes in a rectangular plastic container.

Can I win anything else other than jewellery with your products?

Yes. We know that you love the chance to reveal a jewel valued up to £2,000, therefore, to make the experience more exciting we are offering different prizes throughout the year. Any prize promotions will be posted on our Facebook page (http://facebook.com/imperialcandles) including all relevant information.

How are Imperial Candles made?

All our candles are hand poured with love in the United Kingdom, using the best quality materials to achieve the perfect gift for you and your loved ones. They are made with 100% natural soy wax, with no added additives and blended with the finest fragrance oils, especially for you. Our candles are dye-free and each candle contains cotton wicks to ensure a clean burn. * If you find that your candle varies slightly in weight or finish this is because every candle is individually handmade and therefore unique. Our Natural Soy Wax Candles do tend to have a colour variation considering we do not add any chemicals to stabilise the colour.

Why do your candles have two wicks?

“Imperial Candles” uses two wicks to prevent tunnelling. Tunnelling occurs when your candle burns straight down the centre, leaving wax around the walls of the jar. **Please be advised that tunnelling may occur if the candle doesn’t reach a full pool during each burn.**

Why has my candle moved in the glass?

Due to cold weather, sadly the wax may shrink, pulling away from the glass. This can cause the wax to move in the jar, which may result in a gap at the bottom of the candle. If this occurs, simply place the candle in a warm environment for a few hours before use. The wax will then expand and adhere back to the glass.

**Please understand that this aspect cannot be controlled as soy wax is naturally soft and very sensitive to temperature changes given that we do not blend our candles with toxic additives or paraffin.**

How do I care for my Imperial Candle?

* Always use a candleholder specifically designed for candle use. The holder should be heat resistant, sturdy, and large enough to contain any drips or melted wax.

* to trim the wicks before and after each burn to 3-4mm

* do NOT burn the candle for more than 3-4 hours at the time

* do NOT leave a candle unsupervised

* if the flames are getting too big extinguish them immediately, trim them and let the candle cool completely before relighting it * do NOT leave the candle burning near any drafts that can make the flames too big * if the glass container is getting too hot extinguish the candle immediately

* make sure the wicks are equally apart from the glass container and do not burn any candle that has the wicks too close to the sides of the glass

* make sure that when you remove the jewel you do not move or touch the wicks

* NEVER burn a candle with less than 1/4 inch wax remaining in the glass container

* do NOT let the wax liquefy completely in the container, stop burning the candle when this happens and relight only after it cools completely *do NOT extinguish the candle using the lid or any liquid, this will make it worse

Why do your candles have two wicks?

“Imperial Candles” uses two wicks to prevent tunnelling. Tunnelling occurs when your candle burns straight down the centre, leaving wax around the walls of the jar.

Why has my candle moved in the glass?

Due to cold weather, sadly the wax may shrink, pulling away from the glass. This can cause the wax to move in the jar, which may result in a gap at the bottom of the candle. If this occurs, simply place the candle in a warm environment for a few hours before use. The wax will then expand and adhere back to the glass.

Why is there frost on my candle/wax melt?

The white spots on the candle are called “frost”. Frosting is a natural characteristic of soy wax and it is not considered a flaw. This aspect won’t interfere with the scent throw or burning properties of your product.

Having frost on your soy candle/wax melt is a way of telling that your product is made with 100% pure soy wax and not “soy-blend” which is a mix of paraffin and soy to achieve a more appealing product and therefore a more toxic one.

To prevent this effect from continuing you should keep your candle/wax melt in a dry and cool place. Keep it away from direct sunlight.

You will also find that:

  • Small droplets sometimes appear on the top of your candle/wax melt. This is often caused by temperature changes and will not affect the burn quality.
  • Small droplets sometimes appear on the top of your candle/wax melt. This is often caused by temperature changes and will not affect the burn quality.

How do I care for my Imperial Candle?

* Always use a candle-holder specifically designed for candle use. The holder should be heat resistant, sturdy, and large enough to contain any drips or melted wax.

* to trim the wicks before and after each burn to 3-4mm

* do NOT burn the candle for more than 3-4 hours at the time

* do NOT leave a candle unsupervised

* if the flames are getting too big extinguish them immediately, trim them and let the candle cool completely before relighting it

* do NOT leave the candle burning near any drafts that can make the flames too big

* if the glass container is getting too hot extinguish the candle immediately

* make sure the wicks are equally apart from the glass container and do not burn any candle that has the wicks too close to the sides of the glass

* make sure that when you remove the jewel you do not move or touch the wicks

* NEVER burn a candle with less than 1/4 inch wax remaining in the glass container

* do NOT let the wax liquefy completely in the container , stop burning the candle when this happens and relight only after it cools completely

*do NOT extinguish the candle using the lid or any liquid , this will make it worse

Is the jewel protected?

All the jewellery are placed inside a zipped bag and then wrapped in two layers of protective foil to prevent any damage. If you find your jewel faulty please contact us and we will gladly assist you with this issue.

What if I don’t like the jewel I receive?

As much as we would love for every customer to enjoy their jewel, sometimes this may not be the case. Considering the jewel is a bonus within our products we won’t be able to exchange it as this is one of the risks taken when playing this sweet scented lottery.

Are the £1,000 jewellery placed inside the products?

Due to security reasons, all the jewellery with an RRP of £1,000+ will NOT be placed inside the product. Instead, you will receive a congratulations message letting you know you are a winner and instructions on how to claim your jewel. Once contacted we will post your prize via courier along with a certificate of authenticity for your jewel.

How are Imperial Candles made?

All our candles are hand poured with love in the United Kingdom, using the best quality materials to achieve the perfect gift for you and your loved ones.

They are made with natural soy wax, with no added additives and blended with the finest fragrance oils, especially for you. Our candles are dye-free and each candle contains cotton wicks to ensure a clean burn.

* If you find that your candle varies slightly in weight or finish this is because every candle is individually handmade and therefore unique.

Our Natural Soy Wax Candles do tend to have a colour variation considering we do not add any chemicals to stabilise the colour.

Why soy wax?

Compared to paraffin, soy wax is non-toxic, burns cleaner, lasts longer and also it does not damage your home with sooty deposits.

  • Soy candles are made with soybeans which are naturally occurring, biodegradable, renewable sustainable resource.
  • It burns up to 50% longer and cleaner than paraffin wax
  • It is free of palm wax, petroleum and paraffin
  • It can be easily cleaned up with soap and hot water and it does not stain in its pure form
  • It is not tested on animals
  • Contains NO pesticides and NO herbicides

Can I receive a candle without a jewel?

We are 100% sure that there is a jewel in EVERY candle we make, considering that all of the steps below are based on the piece of jewellery being present in the product. If the jewel was missing, the next stage could not be completed.

  • Step 1: The jewel is manually sized for accuracy, labelled, placed in a plastic bag, then wrapped in coloured foil.
  • Step 2: Next the wrapped jewel is glued to the side of the jar to make sure it stays in place and is placed at an exact level so it is near the top after the wax is poured. (if the foil was empty it would be very noticeable (visibly and physically) when the jewel is pressed against the side of the jar).
  • Step 3: Next the wicks and wick holders are installed. The wrapped foil is glued to the side of the jar parallel with the gap between the 2 wicks. Each jar is inspected to make sure the jewel is present. You can’t miss the coloured foil in an empty glass jar.
  • Step 4: The person who is pouring the wax is instructed to use the jewel as the marker to fill the container. If there was no jewel to pour the wax to it would be a huge red flag.
  • Step 5: When the wax gets creamy and starts to cure we have to place a wick centre parallel with the jewel and every time you do any action after this (cutting the wicks, cleaning the jar, placing a lid, almost every action will imply to notice if a jewel is there or not)
  • Step 6: For the smaller candles, they have to know where the jewel is placed to label the jar parallel to it. If there was no jewel they would spin round and round searching, if not found they are instructed to discard the product.

The conclusion is that we could not even finish making the candle without jewel being present and we do NOT accept “NO JEWEL” claims.

How do I return a product?

To find out more about our Return Policy please visit our Return Page here

How much do you charge for Shipping ?

Area

Standard Delivery Cost

Standard Delivery Time

Express Delivery Cost

Express Delivery Time

UK £5.99
(Free over £75)
3 – 5 working days £7.99 2-3 working days (Order before 12 PM)
Northern Ireland, Scottish Highlands and Scottish Islands £5.99 3 – 5 working days
Channel Islands, Guernsey, Jersey, Isle of Man, Isle of Wight, Scilly £5.99 3 – 5 working days

What’s your delivery time frame ?

Every Imperial Candle is handmade freshly on order and for this reason the current processing period for consignments within the UK is 2-4 working days (Monday to Friday only, excluding public holidays) of receipt of order. Orders then will be delivered the next working day from dispatch. For orders placed after 12 PM allow an extra business day. Note: Delivery during busy periods may take longer than our recommended timeframe estimates.

* United Kingdom: Your package will be with you 3-5 working days (Monday – Friday only)

* Europe: Your package will be with you 5 -7 working days (Monday – Friday only)

Ask a Question

Response Time : up to 72 hours (Monday-Friday)

Phone Support : 03300435097

EMAIL: support@imperialcandles.co.uk

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