FAQ

General Questions 〰

Do you ship internationally?

Yes we do.

What is your shipping rate?

- International shipping available and calculated at checkout.
- 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 1-4 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.

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.

Can I come pick up my order at the studio?

Yes of course! We are located in Cold Lake, Alberta. If this apply to you, simply send us a message and we will give you a coupon code for free shipping and our address!

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

Wood Wick Candles 〰

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.

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.

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 fragrance oils that are free from paraben and phthalates. 

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.

Decorative Candles 〰

Can I burn my decorative candle?

Our decorative candles are designed for decorative use. However, if you do choose to light them up, burn time may vary due to the irregular shapes and sizes of our designs. 

How does a decorative candle burn?

Decorative candles are the total opposite of jar candles. As the decorative candle becomes the vessel itself, the flame is meant to burn more hallow, which can vary for all of our designs.

Is it normal that my decorative candle has wax drips?

Yes, wax drip is totally normal and to be expected with decorative candles. Once the wax has cooled, you can simply remove the excess of wax from your tray or candle holder. Make sure to always refer to our burning instructions before lighting your candles.

I accidentally cut my cotton 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 wick 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.

Is it normal that my decorative candle might have some imperfections?

As our sculptural candles are handmade and hand poured, slight imperfections and color variations may appear by nature. They may also come with small white marks known as ‘frosting’. 

Tell me more about 'frosting' ?

Sometimes candles may develop frosting. It is a natural occurrence with soy wax and especially with colored candles. This appears because the wax is trying to return back to its natural form and as a result it begins to crystallize. Please note that it doesn’t affect the performance of the candle in any way.

Do you sell candle molds?

We are NOT mold suppliers and do not sell molds.

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