customer service

What's the quickest way to get assistance?
Our team will be happy to check on your current order, resolve a problem or answer your product questions. Contact us via email (info@blackcandlesoc.com).

Can I get a product sample?
if you are a buyer looking to wholesale our products we're happy to provide a few samples. Contact our team for details: (info@blackcandlesoc.com).

Send a comment or suggestion?
We always look feedbacks to better serve our customers. Your comments are always welcome, positive or negative, send your feedback to (info@blackcandlesoc.com).

HOW TO ORDER

How do I shop online?

Select what you would like to buy and click on the "ADD TO cart" button. item selected will be added to your shopping cart with an option to continue shopping. when you are done, click on "checkout" or "Shopping cart" and you will be directed to the checkout menu.

At the checkout menu you are able to enter your shipping and billing information. The site will then calculate the shipping cost for your order. Once you are ready to pay, you will be asked to enter your credit card information at the secure checkout page. Once your order has been received and processed, you will receive an email alert from us with a tracking number of your order. 

Will I see my total cost before ordering?
Yes. Your total cost, including estimated shipping, handling and tax, will be displayed for your review at checkout before you submit your order.

How do I check order status?
a tracking number will be sent to you via email once your order has been shipped. click on the tracking number and it should take you to the carrier's site where you can check the status of your package. if the link does not work, please copy and paste the tracking number on the carrier's site.

Can I change or cancel an order?
we can only offer a full refund if the order has not been processed. full credit can be issued if the order has been processed.

Can I get a discount if i buy multiples?
price breaks are only offered to wholesalers. if you are a buyer who's looking to wholesale our products, email our team at info@blackcandlesoc.com

Can I order a custom Candle?
In rare case, we do offer custom work, all depending on the specifications required and how busy we are. Email our team and see what we can do, no guarantees though. 

What are Soy Candles?    
Soy candles are made using the oil extracted from the Soya bean plant, a renewable resource. They are a biodegradable, environmentally friendly alternative to paraffin candles which are made from petroleum derived products. BCS uses EcoSoya- a guaranteed and certified non GMO and all natural soy wax. It is vegan friendly! and lead and zinc free cotton wicks in all its candles.

What is the difference between Soy and Soy Blends?    
Soy wax candles can be called soy wax if there is as little as 25% soy wax used.  There are Soy/Paraffin blends, Soy/Palm Wax blends, or Soy/Botanical wax blends which could refer to palm wax.  Some soy candles include other additives such as stearic acid which is a hardening agent, and used particularly in pillar candles, UV Inhibitors, which prevent premature fading of colour.  The use of any of these blends or additives does not produce a 100% natural Soy wax candle.

By purchasing BCS Candle you ARE GUARANTEED A 100% all NATURAL soy wax candle.  

why do soy candles burn longer than paraffin candles?  
soy candles burn longer due to its low melting point (120f - 125f). a lower melting point makes for an excellent scent throw with fragrance and essential oils.

What types of oils are used in BCS candles?  
BCS uses a blend of the highest quality ESSENTIAL OIL and phthalate free fragrances oil which have been tested and are designed to ensure compatibility and maximum scent throw in Soy wax candles.  fragrance oils are a complex blend of essential oils, essences and aroma. Because not all essential oil are suitable for candle making as it tend to evaporate when they are burned because the flash point is so low, phthalate free Fragrance oils are used to create a stronger and lasting scent throw.  

Are BCS Candles Vegan friendly?
Yes. our candles and fragrances are considered vegan! The wax we use Are NOT tested on animals and Contain NO animal products. It is also kosher certified.

How strong/ Fragrant are your candles?
for smaller rooms like office and bathroom we find that our tin container candles are sufficient enough to fill the space. For greater scent throw, try burning container candles in a glass vessel. For larger rooms or rooms with high ceilings we recommend our double-wick cement candles or two or more tin container candles. Travel mini candles are great for sampling scent. unlike paraffin candles, our fragrant candle tends tend to be fuller and longer lasting rather than overwhelming or overly synthetic. 

why doesn’t my candle burn to the edge?   
the first time you light your candle, and each time after, burn it until the pool of wax has extended to the outside rim to prevent your candle from forming a "tunnel" in its centre. this may take 1-2 hours or more, depending on the diameter of the pool. try to maintain a full melt pool each burn.

why is my candle sweating?   
soy wax is a natural material and is sensitive to extreme temperature change. the natural oil can separate from the soy wax but it does not affect the quality of the candle, the way it burns or the scent throw.   simply wipe the excess oil off with dry paper towel and light up!

Why does the surface of candle look frosty?

Frosting is a natural characteristic of soy, It is not a flaw, and it is strictly unique to pure soy candles. It is a way that a customer can tell if their candle is really made with pure, all-natural soy wax. Frosting does not effect the scent throw or the burning properties of the candle However. Frosting is a particular crystal growth of vegetable oils. 

To minimize frosting, try to keep your candle out of direct sunlight and fluorescent lighting. Even changes in temperature when candle is being cooled can cause frosting. It is almost impossible to stop the soy wax from blooming. It's just one of the beautiful and natural features of this wonderful wax.

Are BCS candles safe for skin play?
Although soy wax melts at a lower temperature (120f - 125f) and is likely safe upon skin contact, we do not recommend it. If you choose to do so, please use caution and apply wax on skin at your own risk.

how to clean up a spill?
small mess can be easily cleaned up with a damp towel or paper towel. if it's a bigger mess, let the wax harden, scrap off as much as possible and then wipe clean with warm soapy water.

candle care
 

For best burn result, follow these guidelines:

*The first time you light your candle, and each time after, burn it until the pool of wax has extended to the outside rim to prevent your candle from forming a "TUNNEL" in its centre. This may take 1-2 hours or more, depending on the diameter of the pool. Try to maintain a full melt pool each burn.
* Always trim the wick to about 1/4" before lighting or re-lighting.
* do not allow the wick to ‘mushroom’, to ensure minimal soot.
* Remove wick debris from melt pool.
*Always place candle on a heat and stain resistant surface
*Avoid placing candle in direct sunlight/strong lighting.
*Keep out of reach of children and pets.
*Do not place lid on the jar while burning.
*never burn a candle on or near anything that can catch fire, or within a confined space.
*Never leave a burning candle unattended!