My order still hasn't arrived or tracking isn't updating, it's been weeks! What do I do?
Due to COVID, Canadian, USA, and INTL shipments may see processing (slow tracking updates) and delivery delays that may extend up to a week. Unless your tracking says "it's been delivered" and you haven't received the package or a notice slip, your package is STILL being transferred and is in waiting until it's safe to do so. It DOES NOT mean that your package is lost! PLEASE NOTE: Canada post in particular is currently only updating the tracking link once your package reaches your province, from our base here in Vancouver, BC.
We appreciate your patience and understanding so much and thank you again for your ongoing support even during this time! For pick up, we are still offering curbside pick up to locals in Vancouver, simply select this option at checkout and we'll email you with pick up details when it's ready to go.
Where is my discovery kit? It's been a long time!
Please note that our discovery kits are sent via regular letter mail so there is no tracking. Letter mail can take up to 2-3 weeks to arrive, if you're located in Eastern Canada. If it does not arrive within 3 weeks of your ship date, please contact us. If you want tracked shipping, please select the paid shipping option during checkout!
Help! My wood wick isn't staying lit?
For a proper burn, you must trim the wick before every burn and allow wax to fully melt to the edge of the can, both on the first burn and consecutive ones! Do this by breaking off the TOP black bits of the wick and/or using nail clippers (Weird but it works!) to shorten the wick to be about 1/8″ – 3/16″. The shorter height allows the wax to capillary up the wick to feed the flame properly. Our wicks light best with a BBQ lighter (hold it 5-8 seconds when lighting). If you think you've over trimmed the wick, use a butter knife to scrape out a bit of wax directly underneath the wick and relight with a BBQ lighter. If your candle starts to tunnel, your wick can have troubles staying lit. To fix this, use the butter knife to take out the tunnelling wax to level out the surface of the wax. Wax should all be level and approx 1/8" below the wick. Patience is key here, you're working with a mini fireplace! More help: https://www.malathebrand.com/blogs/news/why-your-woodwick-candle-wont-stay-lit
What can I do with my leftover wax/tunnelling candle?
Candle tunnelling happens when a candle burns down its centre, leaving a ring of hard wax around the outside. This is a result of your candle not given enough time to fully melt to the edges (1-2 hours). This leftover wax means your candle won’t achieve it’s maximum burn-time and the wick will become more and more difficult to light and eventually be drowned by melting wax. Thankfully, there are a number of things you can do to help your candle burn evenly and efficiently, leaving as little residual wax as possible. Our favourite method is using foil: 1. Light your candle. Poke a hole in a piece of aluminium foil and place around the top of the candle. 2. This allows the heat to stay in and melt the rim of hard wax on the sides. Keeping your candle in eye sight at all times, leave it sitting for 1-2 hours. Check every half hour, and eventually you’ll have a good even wax pool and a re-set candle. Please be careful when removing the foil, it will be hot! 3. Note: If there’s too much liquid wax that is now drowning the wick, use a tissue paper to soak up the excess and level out the wax! The aim of the foil method is to increase the heat trapped at the top of the candle, hopefully enabling the stubborn hard wax left up the sides to melt.
Why does my wax look funky after burning it?
Although it might look a little funny, this is completely natural and does not affect the performance of your candle. This is a result of using natural soy wax with no preservatives!
How do I return my used candle jar for $1 off my next order?
We're happy to accept used jars back for us to re-purpose them into new candles! You'll receive a dollar off your next purchase or a free candle with the return of 10 used tins. Contact us at email@example.com for our drop off/mailing location in Vancouver! Please note: We are PAUSING on our recycle program until further notice due to Covid.
If I live in Vancouver, can I pick up my order?
Yes, we offer local pick up at our warehouse in Richmond BC. Please note it's not a store front so you can not purchase at the door! You must place your order online, select local pick up, and receive an order ready confirmation before picking up. Address details is in check out, or email us for more info! firstname.lastname@example.org
How do you work to be eco-friendly?
In our candles, we use renewable soy wax, FSC (Forestry Stewardship Council) certified wood wicks (made of post-consumer waste), 100% recyclable cans, recycled stickers and cards are made with 100% post-consumer paper and feature a recycle compatible adhesive.
Our sample mailers are made with 100% reclaimed polyethylene liner (from 100% post-consumer recycled content) which is biodegradable. Our boxes are made of recycled content and is recyclable as well! Additionally, our packing peanuts are entirely plant-based and made of organic starch. These FDA compliant packing peanuts decompose in water in minutes! We are constantly working to find ways to improve so if you have suggestions, we are all ears. :)
What are your shipping rates?
All shipping fees are automatically calculated at checkout and international packages may be subject to customs fees, which are not included in our shipping rate and are the customer's responsibility to cover!
If you are wanting express shipping, please email us at email@example.com and we'll do our best.
All orders are processed and shipped from our Vancouver studio within 2-5 business days.
You will receive a shipping notification once your order leaves our studio. Orders within BC will arrive within a few days, anywhere else can take up to 7-14 days.
Do you accept returns or exchanges?
Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace or refund products damaged during shipment from www.malathebrand.com if photographic proof of damage and receipt is submitted to firstname.lastname@example.org within 48 hours of arrival.
Please note: Due to COVID-19 we are not accepting any returns or exchanges at this time. We also cannot accept exchanges, returns or refunds on sale items, gift cards, limited edition/collaboration items, or any item that is older than 30 days since date of purchase.
Purchased from a retailer? We unfortunately cannot accept returns, exchanges, or refunds that are not purchased from www.malathebrand.com at this time.
Do you do wholesale or custom orders?
Yes, we can do custom candles for your special event. Please note we're experiencing extreme delays so custom orders will take much longer. We are currently still accepting wholesale for retailers that are a fit. Please email us at email@example.com with your details!