FAQ

1. WHAT WAX DO YOU USE?

We use 100% soy wax This wax is not blended with any other elements besides soy, containing no other wax hardeners and no percentage of other waxes.
This variety is a pure, premium, natural, sustainable, vegan, non-toxic soy wax. You can expect an even and long-lasting burn from our candles.

2. AREN'T ALL SOY WAX CANDLES THE SAME?

Unfortunately, no. Label guidelines allow any candle that is at least 51% soy to be labeled as a soy wax candle. This means there is potentially 49% that is paraffin, beeswax, palm wax, or coconut wax. There are many pre-blended waxes available to candle makers, and those manufacturers do not disclose their full formulas, other than stating what waxes are in the blend. We ONLY use natural 100% soy wax.

 

3. DO YOU USE ESSENTIAL OILS?

We do not, as many essential oils can either become toxic or dissipate when burned. We only use high-quality, clean fragrance oils that are specifically made for candles and contain essential oil components. In addition, all of our fragrances are free of phthalates, parabens, and petroleum. The delicate and costly nature of essential oils does not lend to creating candles, so we recommend customers diffuse or otherwise enjoy their essential oils, and buy high quality, natural wax candles for burning.

 

4. WHAT ABOUT DYES AND OTHER ADDITIVES?

Nope, and nope. Our candles are natural wax and fragrance oil only, and we use cotton wicks free of metal, zinc and lead.

5. DO I HAVE TO TRIM MY CANDLE WICK?

Yes please! In order to maximize your candle’s burning time, scent and reduction in soot, please trim your wick to about 0.6cm before burning your candle. The easiest way to do this is by using a scissor, nail clipper or wick trimmer. You should regularly trim the wicks of your candles to ensure a crisp burn.

 

Wondering what happens if you don't trip your candle wick?

It will burn at a hotter, faster rate and the wax will be used up quicker. When a wick is too long, it is more likely to flicker and move or bend as it burns. This can create an uneven melt pool or candle tunnel. In addition to the fact that the wick may mushroom or drop debris into the candle as well as affecting the scent. Luckily, all of these issues can be avoided by trimming your wick to control the wax being drawn up the wick.

But, it's not just on the first light that a candle wick needs to be trimmed. Candle wicks need to be trimmed each time before lighting again.

You will thank us for this tip in the long run.

6. What does the notes on candle descriptions mean?

This is a very valid question! Here goes.

Top Notes:
They are light & volatile. They’re responsible for the cold smell, and are there as an introduction. They provide the intrigue. Since they’re volatile they are fleeting while burning.

They tend to be citrus, fruits & delicate florals. Very likely to be from some essential oil if using good quality FO.

Heart Notes:

Also called Middle Notes are the scents that come in after the fleeting top notes wear off. They’re the heart or body of the fragrance. Molecularly they are slightly more robust than the Top Notes.

You may be able to get an idea of these notes from cold wax but they mostly come out when you start burning. Think florals, spices, herbs, light woods (palo Santo etc)

Base Notes:
These are the notes that fully round out & complete the fragrance. Molecularly they are the heaviest so they are the notes that linger the most. They’re usually rich & mysterious. Deep & complex. It’s likely going to be mostly resinous woods, musks, ambers, or very heavy & perfume type florals.

7. WHAT SIZE CANDLE DO I NEED FOR MY SPACE?

One candle works great in bathrooms, small kitchens, bedrooms and typically sized living/work spaces. Larger rooms or spaces with high ceilings or open floor plans may need multiple candles for the best fragrance permeation. You can have multiple candles of the same scent, or mix and match them for your own unique blend.

8. WHY IS MY WICK MUSHROOMING?

Mushrooming is when your wick makes a top heavy, black end. It occurs from a buildup of extra carbon on the wick.

Due to the nature of the wick we use, mushrooming is normal. The wick has two silver threads of wire wrapped in cotton for safety when burning (so the wick does not lean to one side and heat one side of the jar). These wire threads curl while the candle is burning, forming a mushroom top. It is very important that you trim your wick in between burns to maximise your burning time.

9. WHY IS MY CANDLE SWEATING?

Sweating is when your candle has drops of oil on the surface. Sweating is perfectly normal when candles are made of soy wax. Soy wax is very sensitive to fluctuations in temperatures, so sweating can be caused by warm weather, direct sunlight, or changes of temperatures. Due to these changes in temperature, the natural oils in the wax start to separate and come to the surface of the candle.

10. WHY DOES MY CANDLE HAVE A ROUGH SURFACE AFTER BURNING?

It is not unusual for soy candles to have a rough top 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 soy wax candle and not a candle mixed with other waxes or additives.

11. WHEN WILL I GET MY SHIPMENT?

Once your order is ready, packages ship Monday through Wednesday only to avoid lengthy time in delivery/transport vehicles or warehouses over weekends. If your basket contain items that are in stock, it will be shipped on the closest day to Monday-Wednesday.

 

It may take between 7-10 working days to get your order ready if your product is not in stock and needs to be made or sourced.  If you ordered a back-order product as well as a product we have in stock, we will send all your product as one shipment as soon as the back-order product is ready to ship.

 

Back-ordered products, like our soy candles, can take up to 3 weeks to be ready since it is hand made and our soy candles need to cure for at least 2 weeks to allow the fragrance oil to "spread out" into the wax evenly and provide the best scent throw possible, before it can be burned or shipped. We know how exciting it can be to order something and waiting on it can be nerve wrecking, but it is so worth it!

 

We will keep you up to date on your order status via e-mail. You are also welcome to check in on your order status at any time by e-mailing us at hello@serendipityco.co.za if your excitement can no longer be contained.

12. DO YOU OFFER RETURNS OR EXCHANGES?

At Serendipity Co., we are committed to providing our customers with high-quality products and exceptional service. We want you to be completely satisfied with your purchase, and we stand behind the quality of our products.

However, please note that we do not offer returns or exchanges for any products purchased on our website. Once a product has been purchased, it is considered a final sale and cannot be returned or exchanged.

We understand that this may be a concern for some customers, but we assure you that we take great care in ensuring that our products are of the highest quality and meet our strict standards. We work hard to provide detailed product descriptions and images to help you make an informed decision before making a purchase.

We are always available to answer any questions you may have before making a purchase. So, if you have any concerns or questions, please do not hesitate to contact us.

We appreciate your understanding and trust in our commitment to providing you with great products that are sure to meet your needs and exceed your expectations.

13. MY ORDER ARRIVED DAMANGED. HOW CAN YOU HELP?

We try our best to ensure safe travels for our packages and it saddens us that there is still a possibility that your purchases may be damaged during transit.

 

Therefore, we are willing to replace any product that broke during transit under the following conditions:

1. If you receive a product that has been damaged during shipping, please contact us within 24 hours of receiving the product to report the damage.

2. To expedite the process, please provide us with clear photographs or video of the damaged product and its packaging.

3. We will review your claim and determine the best course of action, which may include providing a replacement product or issuing a refund.

4. Please note that we reserve the right to request that the damaged product be returned to us, in which case we will provide you with a prepaid return waybill.

5. Products that have been damaged due to customer misuse or mishandling are not eligible for return or refund.

 

We understand that receiving a damaged product can be frustrating, and we will do our best to ensure that the issue is resolved promptly and to your satisfaction. If you have any questions or concerns about our return policy, please do not hesitate to contact us.

 

 

14. Gift Cards - Terms & Conditions

Terms and Conditions - Online Gift Cards

These terms and conditions ("Terms") govern the purchase, issuance, and use of gift cards ("Gift Cards") provided by Serendipity Co. ("we," "us," or "our") through our website. By purchasing, redeeming, or using our Gift Cards, you agree to be bound by these Terms. Please read them carefully.

  1. Gift Card Redemption and Use:

    1. Gift Cards may be used as a payment method for eligible purchases on our website only.
    2. Gift Cards are non-transferable and may not be exchanged for cash or credit except as required by applicable law.
    3. Gift Cards cannot be used to purchase other Gift Cards.
    4. Gift Cards have no expiration date.

  2. Gift Card Purchase:

    1. You may purchase Gift Cards through our website using the available payment methods.
    2. Gift Cards are available in predetermined denominations.
    3. You must provide accurate and up-to-date information when purchasing Gift Cards.

  3. Delivery and Ownership:

    1. After a Gift Card is purchased, it will be delivered to the email address provided during the purchase process.
    2. The recipient of the Gift Card will be considered the owner of the Gift Card and solely responsible for its use.

  4. Loss, Theft, or Unauthorized Use:

    1. We are not responsible for any loss, theft, or unauthorized use of Gift Cards once they have been delivered to the designated email address.
    2. You are solely responsible for the safekeeping and proper use of your Gift Card.

  5. Prohibited Activities:

    1. You may not use Gift Cards for illegal activities or any purpose other than making purchases on our website.
    2. Any fraudulent or abusive activity related to Gift Cards may result in the suspension or termination of the Gift Card and related accounts.

  6. Refunds and Returns:

    1. Gift Cards are non-refundable, except as required by applicable law.
    2. Items purchased with a Gift Card and eligible for return will be refunded back to the Gift Card.

  7. Limitation of Liability:

    1. We make no warranties, express or implied, with respect to Gift Cards, including but not limited to, any implied warranty of merchantability or fitness for a particular purpose.
    2. We shall not be liable for any damages arising from the purchase, use, or inability to use Gift Cards, except as required by applicable law.

  8. Modification and Termination:

    1. We reserve the right to modify or terminate the Gift Card program or these Terms at any time without prior notice.
    2. In the event of termination, unredeemed Gift Card balances will be forfeited.

  9. Governing Law and Jurisdiction:

    1. These Terms shall be governed by and construed in accordance with the laws of South Africa.
    2. Any dispute arising out of or relating to Gift Cards or these Terms shall be subject to the exclusive jurisdiction of the courts in South Africa.

  10. Contact Us: If you have any questions, concerns, or feedback regarding our Gift Cards or these Terms, please contact our customer support team at hello@serendipityco.co.za.

By purchasing, redeeming, or using our Gift Cards, you acknowledge that you have read, understood, and agree to be bound by these Terms and our website's general Terms of Use and Privacy Policy. These Terms were last updated on 22 June 2023.