Frequently Asked Questions

Everything we get asked about Naldony soy candles — and what to do when something doesn't go to plan.

Product

What kind of wax do you use?

100% natural soy wax in every Naldony candle. Soy burns cleaner and slower than paraffin, throws less soot, and is renewable and biodegradable. We avoid paraffin and paraben fragrance carriers.

How long does a candle burn for?

Burn times vary by jar size and how you care for the wick, but most of our candles give you 35–55 hours of total burn time when burned in 2–4 hour sessions and the wick is trimmed to 5 mm before each lighting. The exact figure is on each product page.

Are the fragrances natural?

Our scents are a mix of essential oils and IFRA-compliant fragrance oils — the same standard used by the British Candlemakers' Federation members. The exact mix varies by scent profile (some are pure essential-oil blends, others use fragrance oils to capture notes that essential oils can't reproduce cleanly). Every candle is allergen-labelled per the EU/UK CLP Regulation.

Are Naldony candles safe around children and pets?

The candles themselves are made from food-grade soy wax with cotton wicks. Open flame is never safe around children or pets — so please follow the burn-care guidance below regardless of which brand you buy. Keep lit candles out of reach, on stable heat-resistant surfaces, and never leave them unattended.

How do I get the best scent throw?

Trim the wick to 5 mm before lighting. On the first burn, let the wax melt evenly across the whole jar surface (about 2–3 hours for most jar sizes) — this prevents "tunnelling" and gives you the strongest scent throw for the rest of the candle's life.

Can I reuse the jar after the candle is finished?

Yes — please do. Once the wax is fully burned (or once you scrape out the last 5–10 mm, which is the safety reserve we recommend keeping unlit), the glass jar can be washed with warm water and washing-up liquid, and reused as a tumbler, a small storage vessel, a make-up brush holder, or a planter for a small succulent. We designed the jars to look as good empty as they do filled.

How should I store unlit candles?

Keep them upright, away from direct sunlight, and at room temperature (ideally 15–25 °C). Sunlight can fade the wax colour and warp the scent profile over time; extreme heat can soften the wax and dislodge the wick. Stored properly, a Naldony candle keeps its full fragrance for 18–24 months from purchase.

Do Naldony candles make any health or therapeutic claims?

No. We sell candles as a decorative and fragrance product. We make no medical, therapeutic, wellness or aromatherapy claims of any kind. Scented candles can pleasantly change the mood of a room — that's all.

Shipping

Where do you ship to?

United Kingdom only — England, Scotland, Wales, Northern Ireland and UK postcodes served by our four carriers. We do not currently ship to the Channel Islands, Isle of Man, BFPO addresses, or any international destination.

How long does delivery take?

5–7 business days from order to doorstep. That's 1–2 days of handling (we pack each jar carefully) plus 4–5 days of transit with the carrier. Orders placed before 16:00 UK time, Mon–Fri begin handling the same day.

How much does shipping cost?

Free on every UK order, no minimum spend, no hidden fees. Prices on the Store include UK VAT where applicable.

Which carriers do you use?

Royal Mail, DPD, Evri or UPS — whichever offers the best fit for your parcel size, postcode and current capacity. You'll get the carrier and tracking number by email when your order is dispatched.

Can I track my order?

Yes. As soon as we dispatch your candle, you'll receive an email with the tracking number and the carrier's tracking link. You can also check the status on our Track Order page.

What if my parcel is lost or damaged?

Email support@naldony.com with your order number (and photos if the parcel arrived damaged). We open a claim with the carrier on your behalf, and once it concludes you choose between a free reship or a full refund. You don't have to chase the carrier yourself.

Returns

What's your return window?

30 calendar days from when you receive your order — longer than the 14-day legal cooling-off period, because we want you to feel comfortable taking your time.

What's the condition for return?

Candles must be new, unused, wick untrimmed and uncut, no burn marks, in original packaging. We can't accept candles that have been lit or had the wick trimmed.

Who pays return postage?

• Defective, damaged or wrong product: we do. We email you a pre-paid label after you contact support.
• Change of mind: you do. After we approve the return, you download and print a return label and post it back at your chosen carrier's rate.

How fast is the refund?

Within 7 business days of the returned candle arriving at our fulfilment partner ShipBob's UK warehouse in Birmingham. The refund goes back to your original payment method.

Are there restocking fees?

No. We don't charge restocking fees for any return.

Do you accept exchanges?

Yes — within 30 days of receipt. Wrong scent, gift recipient wanted something different, sizing where applicable — email us with the order number and we'll arrange the swap (subject to stock).

Payment

What payment methods do you accept?

• Cards: Visa, Mastercard, American Express, Discover, Diners Club, Maestro, UnionPay
• Digital wallets: Apple Pay, Google Pay, Shop Pay
• Buy-now-pay-later: Klarna

All payments go through Shopify Payments, powered by Stripe Payments UK Ltd — PCI DSS Level 1 certified with 3-D Secure on card payments.

Is checkout secure?

Yes. All transmissions are encrypted with TLS 1.2+ SSL. We never see or store your full card details — they're processed directly by Shopify Payments. The padlock icon in your browser confirms the secure connection.

What currency are prices in?

British Pounds Sterling (GBP, £). All prices include UK VAT where applicable.

Are there any hidden fees?

No. The price you see on the product page is the price you pay — UK shipping is free, there are no handling fees, no surcharges, no surprise customs duties (we ship UK-only, no imports).

Can I get a VAT invoice for a business purchase?

Yes. Email support@naldony.com within 30 days of your order with your order number and your full company details (registered name, address, VAT number if applicable). We'll send a VAT-compliant invoice in PDF within 1 business day. Standard order-confirmation emails are receipts only and may not meet HMRC requirements for business expense claims.

What name will appear on my bank statement?

Naldony.

Orders

Can I change or cancel my order after placing it?

Yes, if we haven't dispatched it yet. Email support@naldony.com as soon as possible with your order number. If we've already handed the parcel to the carrier, you can refuse delivery or return it under our standard 30-day return policy.

I placed an order but haven't received a confirmation email — what should I do?

Check your spam / junk folder first (order confirmations from noreply@naldony.com occasionally end up there). If it's not in spam after 30 minutes, email us at support@naldony.com with the email address you used at checkout and the approximate time of order — we'll resend the confirmation manually. The order is still being processed; the email is just a copy.

Can I add a gift note or have a candle wrapped for a present?

Yes — for free. Add a note in the "Order notes" field at checkout (visible after entering your delivery address) with the message you'd like, and let us know if you want the candle gift-wrapped in unbleached tissue with cotton string. We don't include a price on the dispatch note for orders marked as gifts.

My discount code didn't apply at checkout — what now?

Email us with the code and your order number. If the code was valid at the moment of order, we'll refund the difference to your original payment method within 7 business days.

How do I get in touch with customer support?

• Email: support@naldony.com (fastest)
• Phone: +44 20 8040 3375 (Mon–Fri, 9:00–17:00 UK time)
• Contact form: /pages/contact

We respond within 1 business day, usually the same day for emails sent before 16:00.

Wholesale & partnerships

Do you offer wholesale or bulk discounts?

Yes — for orders of 12+ candles (mixed scents allowed). Email support@naldony.com with the SKUs and quantities you're interested in, plus your business details (company name, address, VAT number if applicable). We respond within 1 business day with a quote and lead time. Larger orders (50+ candles) may have extended handling times — we'll confirm before invoicing.

Do you do hospitality, corporate gifting, or private-label?

Yes — case by case. For hospitality (hotels, spas, restaurants), corporate gifting (event hampers, employee gifts), and private-label runs (your branding on the jar/label), please write to support@naldony.com with a brief outline of what you have in mind, quantities, and timeline. We'll come back within 1–2 business days with what's feasible and a tailored quote.