FAQ
General Questions 〰
What is your shipping rate?
- FREE standard delivery on orders over $99 within Canada & USA.
- Standard flat rate of $8.99 within Canada & USA.
All parcels are sent via standard Canada Post & UPS (tracked) unless you upgraded your shipping method to Xpresspost.
How long will it take to process my order?
Once an order is placed, it may take up to 1-5 business days to be processed. After it has been process, you will receive a notification (email or SMS).
How long before I receive my order?
CANADA
- Standard shipping (tracked) 3-9 business days
USA
- Standard shipping (tracked) 4-19 business days
INTERNATIONAL
Shipping time may vary and is displayed at checkout (be aware that some options might not include a tracking number)
- Small packet international surface (not tracked) 20-60 business days.
- Small packet international air (not tracked) 6-12 business days.
- Tracked packet international (tracked) 11 business days
Please note that once your order leaves our studio, we cannot be held responsible for any unforeseen delays.
It is the customer’s responsibility to ensure the accuracy and safety of the shipping address provided. We will not be held liable for incorrectly entered shipping information or packages left, stolen, or missing from an unreliable or unsafe shipping address. The customer is responsible for paying the cost of re-shipping any packages returned to the sender due to issues with delivery.
I accidently entered the wrong shipping address. What now?
If your order has not already been shipped, we can fix that for you! Please send us a message here or email us at info@studioakiyo.ca as soon as possible with your order number and the correct shipping address. If the order has shipped, we are not responsible for missing orders sent to incorrect or undeliverable addresses provided by the customer.
Do you accept returns?
We offer a 14 days return policy after you receive your order (exceptions may apply). To be eligible, the products must be in the same condition as received, unused, in its original packaging and the free gits included in your order must also be returned in the same condition as received. The materials required and the shipping cost are at the customer charge. To make your return request, please send an email at info@studioakiyo.ca
Once we receive and confirm that your order is eligible for return, you will be automatically refunded in the same payment method you previously choose at the checkout and an email confirmation will be sent.
How long does a refund take?
Once it has been processed on our end, a credit card refund can take several days to process since it has to go through the credit card networks. Depending on your credit card issuer and the merchant, the refund process generally ranges between five to 16 business days.
My packaged was mark as ''delivered'' but, I didn't get it?
When the tracking tool indicates that a package was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to your door; please check a second location such as a mail room, community mailbox, front desk, or safe drop location.
We do not issue replacements/refunds on items that have been marked as 'delivered' by postal services or are unclaimed due to unpaid customs. If your tracking information indicates that the package has been delivered but you did not receive it. Please contact us immediately.
To qualify for an insurance claim for loss packages, customers must have purchased a tracked shipping service. Please reach out to us at info@studioakiyo.ca with your order number and details of your package within 15 days from the date that the package was marked as “delivered” by your postal service.
Do you do wholesale & bulk orders?
Yes totally!
If you are interested in stocking our candles in your shop you can contact us here.
Whether you want to place a large order for an event (wedding, baby shower, party favors, corporate gifts, etc.), simply contact us here and let us know the designs and quantities you are interested in as well as the deadline. Someone from our team will get back to you with a bulk discount price.
Do you offer candle making course?
Yes, it is something that we are not offering through our subscription on Instagram. Learn more information here.
What is the importance of candles free from phthalates & parabens?
Parabens are preservatives used to increase the shelf life of candles, and phthalates are compounds that help bind different fragrances together. The National Institute of Environmental Health Sciences has concluded that phthalates are known endocrine disruptors. These can wreak all kinds of havoc in our bodies. Because of that, we only use high quality fragrance oils that are free from paraben and phthalates.
Why are your candles made with soy wax?
Soy Wax is non-toxic and cleaner-burning being made with no toxins, carcinogens, or pollutants which means our candles are less likely to trigger allergies. As a vegetable-based wax, it does not give off any harmful byproducts or produce black soot that can stain walls and curtains like the other leading waxes.
Soy Wax is Natural, Renewable and Vegan derived from the soybean. This wax is a hydrogenated vegetable oil that turns into a solid at room temperature. You can even make your own soy wax from soybeans at home
Do you sell molds?
We do not but if you are looking for candle & concrete high quality molds — use the code STUDIOAKIYO for 10% OFF 🔗 Shop now
Is your home fragrances pet safe?
They sure are! Our home fragrances are entirely handmade using a high-quality blend of paraben & phthalate free fragrances or any carcinogenic ingredients that can be harmful to humans and pets.
Wood Wick Candles 〰
I bought a discovery kit and I was wondering why is there some scent that I cannot smell?
Fragrance fatigue is the hidden reason of why some people cannot smell certain scents.
Our sense of smell possesses an incredible ability to detect a wide range of scents. However, it can become desensitized over time when constantly exposed to the same type of aroma.
To put it simply, fragrance fatigue is your body’s natural desensitization to the same smells over time. Your body generally desensitizes itself to all stimulation over time to prevent overloading your nervous system so you can respond to new stimulation more easily.
What are the benefits of wood wick candles?
Wood wicks provide a soothing crackle to emulate a gentle fireplace! They also release a stronger scent throw without being overwhelming.
Why does my candle top looks bumpy ?
It is not unusual for soy candles to have cracks or rough tops after burning. This is another natural occurrence with soy wax. This occurs because the hot wax is cooling at different rates of speed. This is a good indication that you have a 100% natural soy wax candle and not a candle mixed with other waxes or additives.
Why does the candle top looks ''frosted''?
When the top of the wax has a crystalline, white-ish color coating, we refer to this as ''frosting'' or ''blooming''. Frosting is a natural characteristic of soy and it is one way that a customer can tell if their candle is really made with pure, all-natural soy wax.
Frosting does not affect the scent throw or the burning properties of the candle – it is just a particular crystal growth that can form on the top and sides of the candle.
To minimize frosting, try to keep your candle out of direct sunlight and fluorescent lighting. Changes in temperature when the candle is being cooled can also cause frosting. While these tips may help, it is almost impossible to completely control frosting – it is just one of the beautiful and natural features of this wonderful wax.
How do I light my wood wick candle?
Can be a little more trickier on the first burn as the wick has never been lit before but the best technique is to tilt it on the angle and let the flame draw across the length of the wick. When lighting for the first time, burn the candle until wax melt across the entire surface. This will prevent tunnelling and create an even burn for the duration of the candle's life.
I accidentally cut my wood wick too short and now it won’t light, what do I do?
Don’t worry this happens to the best of us! If your candle lights for a short period of time, simply use a napkin to soak up the melted wax and it’ll go back to normal. If your candle is not lighting at all, scrape off some of the wax around the wood and try lighting it again. The wax is the fuel to the wick, and there is just too much fuel for the candle to catch.
What happens if I don't trim the wick?
Leaving a wick long means that you'll have a larger flame, which will melt more wax and give the candle more fuel. This larger amount of fuel can lead to incomplete combustion, which in turn creates more soot, making your candle container black and dirty. Your candle will also last less longer that our approximated burning time which have been calculated by trimming the wicks. Make sure to always refer to our burning instructions before lighting your candles.
My candle is tunneling, what should I do?
You can cover the top of your candle with tinfoil and cut an opening on the top roughly 1″ wide, or small enough that tinfoil remains above the candle. Carefully light the candle and let it burn for a few hours. Once the burn completes, the tunneling should be smaller than before. As candles has ''wax memory'', this is why it is important that when you burn your candle (especially for the first time), to let it burn until the waxmelt across the entire surface. This will prevent tunnellingand create an even burn for the duration of the candle's life.
Does a candle loose it scent overtime?
Over time, an unlit candle's scent may begin to degrade due to the slow evaporation of fragrance oil molecules from the wax into the air. This scent degradation occurs very gradually, almost unnoticeable for the first year. If you are not ready to burn your candle, rest assured that there are things you can do in order to prevent this;
- Keep your candles away from direct sunlight and other harsh lights, especially near windows.
- Always make sure to place the lid on top or the dust cover in order to preserve the fragrance longer.
- Keep your candle in a dark, cool place and avoid areas with high humidity, moisture, or sudden changes in temperature.
Following these steps can help to extend the life of your candle, though it’s generally recommended to burn your candles within a year of unpacking them for the best experience.
Is it normal to notice discoloration inside of the jar?
Yes! Due to the nature of Jesmonite, it is normal to see discoloration on the inside of the vessels.
Car Diffusers 〰
I am not sure to understand how it works?
Whenever you will ''tip'' the bottle on the side, the fragrance will soak into the reed lid, diffusing the fragrance into the air just like a mini reed diffuser. Make sure to refer to the instructions before using.
I do not have a car, can I place it somewhere else?
You definitly could but keep in mind that our hanging car diffuser has been intentionally handmade for very small places.
Why do I need to keep the plastic stopper on?
As a car is moving, it is important to keep the plastic stopper on your hanging car diffuser to make sure that no spillage occurs, which can cause damage to certain surfaces.
In addition, keeping the plastic stopper on will prevent impurities from getting inside the diffuser, making the liquid appear more ''cloudy''.
How long does it last?
It last approximately 40 to 50 days but it all depends on how many times you ''tip'' the bottle to refresh the fragrance! Rest assured, we have refills available so you can continue to enjoy your favorite fragrance on the go.
Can the liquid freeze?
If the weather is below 0, there is a possibility of freezing.
Reed Diffuser 〰
What is a reed diffuser?
Reed diffusers are popular home fragrance products that allow aroma to continuously diffuse into the air throughout an entire room or area. Compared to scented candles, reed diffusers produce fragrances that usually last longer and don't require an open flame. They are low maintenance and require attention only once a week!
How does it work?
When the oils soak into the reeds, it diffuses into the air through evaporation – giving the room its fragrance.
Where should I place it?
You can add it in any room of your home that you wish to have a burst of fragrance when you walk buy. Our reed diffusers are perfectly suitable for entryways, bathrooms, offices and more!
How long does it last?
Our reed diffusers last up to 6 months!
Make sure to flip the reeds every 1-2 weeks to keep the scent fresh and strong and fully replace the reeds after 12 weeks of use.
Why do I need to change de reed sticks every 12 weeks?
Reeds should optimally be replaced every 12 weeks to maintain their effectiveness in diffusing scent.
Incense 〰
Why burn incense?
Incense sticks are an underrated tool for creating a calming, peaceful atmosphere. Their pleasant aroma can help reduce stress and tension while boosting your mood and energy levels. Not only that but the fragrant smoke is known to promote positive energies and ward off negative vibes in any space.
How do I lit the incense stick?
Light the end of the incense stick until a flame is established. Allow it to burn for a few seconds to ensure it is properly lit. You can then gently extinguish by blowing or fanning out the flame. Your stick should glow red and a gentle wisp of smoke should be seen.
How do I use the incense holder?
Place your holder on a safe surface that is heat resistant. If the holder does not collect all the ashes that will fall or you are unsure, make sure to place a tray or dish underneath the holder. Trim the incense stick as necessary to ensure a proper fit.
Will your holder collect all of the ashes?
Due to our various handcraft designs and shapes, not all of our holders will collect all of the ashes. That is why it is important to place your holder on a tray, dish or on a safe surface that is heat resistant.
Wax Melts 〰
How do I use wax melts?
Place a single wax melt in the well of your electric wax melt warmer or ceramic dish of your wax burner and light an unscented tealight below. Once the wax is warm, it will melt and spread fragrance. Add more melts if needed.
Is there a difference between an electric wax melt warmer and a tealight one?
Tea light wax warmers give a stronger scent throw from the wax melt due to the wax melting at a higher temperature. The downside with this is that the fragrance is burnt off a little more quickly. They can be moved from room to room and tend to be less expensive to purchase but there are the costs of buying tealight candles to use with them, and the inconvenience if you run out.
Electric wax warmers are safer as you have no naked flames. They give a longer lasting fragrance but the scent is not as strong and many have low wattage bulbs. You are limited with electric warmers on placement having to be near an electrical socket.
How do I change the wax melts?
If your wax warmer is not on and the wax has hardened, it is easier to remove the melts by turning the warmer back on or relighting the tealight for 10-30 seconds so the wax loosens in the dish as it is easier to remove as a solid piece. Apply a light amount of pressure to the melt and and the melt should pop out in a semi solid form. Be sure to wipe away any excess with a paper towel.
How to best store the wax melts?
Wax melts are sensitive to light and temperature, you can avoid your wax melts from cracking and melting by storing in a cool, dry place, away from direct sunlight. Keep your wax melts dust free by keeping the extra wax in there clamshells or back in the sealed packaging dispatched to you in.
They look yummy, can I eat them?
Do not eat. The wax melts are not made for human consumption.
The shimmer seems separated from the wax, is there something I can do?
That is totally normal. Simply take a toothpick or something else and stir the wax gently. You will see that the glitter will mix with the wax, giving a cute shimmer effect.
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