Questions
Questions, answered plainly.
If yours is not here, email hello@auroracandleworks.com or call (941) 218-8273 — every message answered within one business day.
Before you order
- Will the candle I receive look like the photograph?
- Close, but not identical, and every product page tells you exactly how it will differ. Soy wax frosts — a white bloom on the top and against the glass — and can show wet spots where it has pulled slightly away from the glass. The tint of the glass varies a little by batch, and natural beeswax ranges from pale gold to deeper amber. None of that changes how the candle burns.
- How strong are the scents?
- Moderate rather than room-filling. Solstice and Fireside are the strongest of the six; Fjord and Tundra are the lightest. An 8 oz candle is right for a bedroom, bathroom or a medium living room once the melt pool reaches the edge. For a larger or open-plan room, the three-wick candle carries further.
- What are the candles made of?
- A blend of soy and coconut wax, phthalate-free fragrance oils, and lead-free braided cotton wicks, in frosted glass, a ceramic bowl or a brushed tin. The beeswax tapers and pillar are 100% beeswax and unscented. There is no paraffin in any of them. The wax, wick & vessel page covers each material.
- How long will a candle burn?
- About 50 hours for an 8 oz candle, 80 hours for the 22 oz three-wick, 25 hours for a 4 oz tin, 8 hours for each taper and 60 hours for the pillar. Those numbers assume what the product pages say: the wick trimmed to 1/4 inch before every burn and burns of no more than 4 hours. Untrimmed wicks and very long burns shorten them.
- Are there reviews?
- Not yet, and we would rather say so than invent them. This is a new shop. When there are real reviews from real customers they will appear here, attributed. In the meantime the product pages carry the full product record, which is more useful than a star rating anyway.
Payment
- What will appear on my card statement?
- AURORA. If you do not recognise a charge, please email or call us before disputing it with your bank — we can identify an order from the amount and the last four digits of the card in a few minutes, which is far faster than a dispute.
- What currency am I charged in?
- All prices are shown and charged in US Dollars (USD). If your card is issued outside the United States your bank may add its own conversion fee, which we do not see and do not receive.
- Is my card safe on this site?
- The card fields at checkout are hosted by our PCI-DSS Level 1 certified payment provider and displayed inside the page, so what you type goes directly to them and never touches our servers. We receive a token, the last four digits, the brand and the issuing country — that is all the card information that exists on our side. The payment security page explains it in full.
- Why was I asked to verify the payment with my bank?
- That is 3-D Secure, an additional check run by your bank rather than by us. It is more likely on higher-value orders and on a card being used at a new shop. Complete the step in the window that opens — closing it leaves the order unpaid.
- Is there a subscription or a recurring charge?
- No. There is no subscription, no membership, no auto-renewal and no recurring charge of any kind on this site. Every order is a single purchase, charged once.
Shipping
- What does shipping cost and how long does it take?
- Standard shipping is a flat $7.00, free over $75, delivering in 3–6 business days from dispatch. Express is a flat $18.00 and delivers in 2 business days. We pack once a day on business days.
- Where do you ship?
- Within the United States only. Candles, tins, beeswax and tools ship to all 50 states. The room mist, the reed diffuser, the match cloche and the Winter Gift Set (which contains matches) are restricted for air transport, so they ship by ground to the 48 contiguous states only. We do not ship internationally at this time.
- I chose express, but my order has a room mist or matches in it.
- Those items cannot travel by air. We ship them by the fastest ground service available and refund the difference between express and standard shipping to your card. If the rest of your order needs to arrive quickly, email us and we will send it separately by express at no extra cost.
- How are candles packed?
- Every glass vessel is individually wrapped, separated with corrugated dividers and packed with clearance to every wall of the box. Packing materials are paper-based and recyclable. In hot months a candle can soften in transit; if one arrives with the wax melted out of shape, tell us and we will replace it.
- My tracking has not updated.
- If there has been no movement for three business days, email us with your order number and we will open a trace with the carrier. If a parcel is confirmed lost we replace or refund the order at our cost — we do not ask you to claim against the carrier yourself.
After it arrives
- Something arrived broken.
- Send a photograph to us within 14 days of delivery with your order number, and keep the packaging until we reply. We replace the item or refund it in full including shipping — you choose which. You will not be asked to send a broken candle back.
- Can I return something I simply do not want?
- Yes, within 30 days of delivery, for any reason or none, as long as it is unburned, unused and in its original packaging. Email us and we will send a prepaid label. There is no restocking fee. A candle that has been lit, or a diffuser or room mist that has been opened, cannot be resold and cannot be returned — unless it is faulty.
- My candle is tunnelling, sooting or the flame is very small.
- Almost always the wick. Tunnelling comes from a first burn that was put out before the wax reached the edge; soot and a tall flame come from a wick longer than 1/4 inch; a tiny flame comes from a wick trimmed too short or drowned in wax. The burn care page covers each. If a candle still does not burn as its page describes, email us — that is a defect and we will treat it as one.
- How long does a refund take?
- We process it within 5 business days of a return reaching us, or 2 business days of agreeing a breakage claim. Card networks then take a further 3 to 10 days to post it to your statement, which is outside our control and varies by issuer. Refunds always go back to the card that paid.