Product FAQ
Q1 What type of candles do you make?
We make 100% Soy Wax Candles which are vegan. Our SKU’s include; Structural Candles, Jar Candles, Wax Melts and Accessories.
Q2 Are these Candles Handmade?
Yes all the candles are hand poured by us
Q3 Can I customize the Candle?
Yes , We do take Customized Candle requirements but the only requirement is that you should take minimum 50 pieces of Scented Candle.
Q4 What all things I can customise in a Candle?
Customisation according to Candle Selected : - Scented Candle you can customise - Fragrance (50 options for bulk), Label on Top
Q5 How many days does it take for a parcel to reach me?
After we process your Order in 2 Business Days. It takes 3-4 Business Days for Metro Cities and 5-6 Business Days For Assam , Kerala , Jammu and Kashmir (all far off cities).
Q6 What if my Candles breaks during Delivery?
If your Parcel is mistreated by the Courier Company we will help you repair the maximum damage possible.
Please follow following steps to be eligible for claiming your damages.
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Send us through Whatsapp (+91 8591975309) or Email (femecandles@gmail.com) 5-6 pictures of your Broken Candle from all angles , 1 video showing all the damages of Broken Candle.
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After going through your images and the damage caused. We will either send a new candle all together but if we can’t remake them then you will get 100% refund into your account. It may take 7-8 days to reflect on your account.
Q7 Why is my Candle releasing Black Smoke?
If you notice that there is Black Smoke releasing from your Candle then it is because your wick is too large for the Candle. Trim your Wick to 1/4th inch ( trim a really small portion and check again)
Q8 Why can I see the tunnelling effect in my Candle?
Tunnelling is caused in a Candle when you burn it for the shorter amount of time for the first time. A Soy Candle remembers it’s melt pool and hence after a first burn of short hour , your candle will always burn only that much amount of wax , leaving the side wax unused. For a Cleaner burn let your Candle burn for at least 4 hours initially (or until the complete wax is used edge to edge) , this will reduce the chances of tunnelling effect. If you have already burnt it for less time initially then try giving your Candle a long run (5-6 hours) until complete wax is used.
Q9 If I am a local buyer and I want to collect my order from Store itself , how can I neglect the Shipping Cost?
If you are a local or somehow can arrange to pick up from our workshop itself. Then you can give a call on +91 8591975309. A custom code will be generated for you which gives you a FREE SHIPPING option. It has to be added during checkout. The Code will be Valid only for 24 hours.
Q10 Do you take Private Label Manufacturing orders?
Yes , we can customise a Candle for your Label and according to your design , if you have a minimum quantity of 250 Units.
Placing an Order FAQ
Q1 How will I know that my order has been successfully placed?
We'll send you a confirmation email so that you’ll come to know that your order has been successfully processed.
Q2 What happens if my payment is declined?
If your payment is unsuccessful for any reason, you'll see a denial notification displayed on the final checkout page. We suggest that you return to the checkout page to make sure all the details you entered are correct before trying to re-submit your order. You'll be able to update your payment options with a different method if necessary. If the declined message continues to pop up, call our Customer Helpline team on 91-8591975309 or email femecandles@gmail.com.
Q3 Can I cancel my order once I have received confirmation?
If your product hasn't been dispatched from our warehouse, then you can possibly cancel your order. Contact our Customer Helpline team on 91-8591975309.If your goods have already been dispatched, you can refuse the delivery of the order which will then be returned to us. Once the package has reached us, we will give you a full refund excluding the original postage and packaging cost.
Q4 What If I receive an incomplete or damaged order?
No need to worry, if your order is damaged in transit, you can call our Customer Care executive on 91-8591975309 or email - femecandles@gmail.com to inform about it. We will replace it as soon as possible.
Q5 Can I speak to your Customer Helpline?
A: Of course, we're more than happy to help. Simply call our Customer Care on 91-8591975309 or email femecandles@gmail.com.
Q6 Your website says that the product I want to purchase is out of stock. What do I do? How will I know when it is back in stock?
A: Thank you for your interest in our products and we apologize for this inconvenience. You can contact our customer care team to see when the product will be back in stock and they can even suggest another product in the meantime.
Delivery FAQ
Q1 How will I know my goods have been dispatched?
A: As soon as the products have been dispatched, we will send you an email and text notification confirming the details of your purchase.
Q2 How can I track my order?
A: Once your order has been shipped, we will send you an email right away. If you want to check the status of your order, please use the tracking number included in your shipping confirmation email. If you are a guest user, you can track through the link shared with you over email/SMS.
Q3 What happens if my goods arrive late?
A: Sometimes it may happen that products get delayed due to dispatch glitch; in that case, you can directly contact our customer executive on 91-8591975309 or email femecandles@gmail.com .
Q4 Can I upgrade my delivery service once the order has been dispatched?
A: Sorry, once an order has been dispatched you can't change the delivery service that you originally chose.
Q5 What happens if my order arrives damaged?
A: To ensure the products remain undamaged during the shipping process, we package our products in bubble wrap and sturdy boxes. We at Feme maintain a very high level of quality control during packaging.
Q6 Do you ship your products Internationally?
A: Currently we only ship in India but we’re working on expanding internationally as quickly as we can, and we hope to get to your country in the not too distant future.
Q7 What is your Return Policy?
A: Due to the nature of our products, all sales are final. We offer a replacement on items that may have been damaged during shipping. Returns other than damage incurred during shipping cannot be accepted.