Frequently Asked Questions

 

 

Candles and Products:

 

What type of wax is used?

Here at Maple & Ivory, we use 100% soy wax for all our candles. We use soy wax over others like paraffin because:

• It is more natural and a more renewable alternative.
• It provides a cleaner and non-toxic burn, which means a healthier product for everyone and the environment.
• It is longer lasting, meaning you can enjoy our candles for longer.

 

How are the candles made?

Unlike larger candle companies, we create our candles in small batches, ensuring each one is crafted with care and attention to detail. Every candle is hand-poured in Melbourne, Australia, using 100% pure soy wax and premium fragrance oils sourced from exceptional local businesses. This hands-on approach allows us to focus on quality, consistency, and the little details that make each candle a joy to use — from the smooth wax to the clean burn and beautifully balanced scent.

 

How long do the candles last for?

We have multiple candle jar sizes available, depending on the collection.

• 200g Jar - Approx. 35 Hours
• 300g Jar - Approx. 50 Hours
• 500g Jar - Approx. 80 Hours

 

My candle looks a little funny - Is it normal for it to be a bit discoloured or look a bit different?

Each Maple & Ivory candle is hand-poured with care, so small variations in color, texture, or surface are completely normal. These little differences don’t affect the burn or fragrance — they just make your candle uniquely yours!

 

How should I light my candles on the first burn?

Candles actually have a “memory,” which is why the first burn is so important. We recommend burning your candle for 2–3 hours, or at least until the wax melts evenly to the edges of the jar. This helps your candle “remember” to burn across the full surface, preventing tunneling and ensuring an even, long-lasting burn every time.

 

Are the jars reusable?

Yes! We’ve carefully chosen our jars so they can be reused once your candle has finished burning. Some of our favourite ways to give them a second life include organising your home office, storing make-up brushes, or keeping small bits and pieces tidy around the house.

 

Are the jars reusable?

Yes! We’ve carefully chosen our jars so they can be reused once your candle has finished burning. Some of our favourite ways to give them a second life include organising your home office, storing make-up brushes, or keeping small bits and pieces tidy around the house.

 

Custom and Wholesale Orders:

 

Do you make custom candles for events?

Absolutely! Whether it is for a wedding, birthday or christening, we can create the perfect candles for your event!

Message us through or 'Contact Us' page or email us at mapleandivoryaus@gmail.com with all your details.

 

Do you offer wholesale prices?

We do! If you are looking to get more information about becoming a stockist and having our candles as part of your range, send us a message through our 'Contact Us' page or email us at mapleandivoryaus@gmail.com with your details and information about your business.

 

 

Delivery:

 

I've accidentally put in the wrong address!

It happens! Please email us at mapleandivoryaus@gmail.com as soon as possible, with your details and order number. If your order hasn't been shipped yet, we will be able to amend the delivery details on your order. 

 

What if I'm not at home or not available when my order is being delivered?

All orders that are shipped out through Australia Post are given the authority to be left in a safe place unless stated otherwise by the customer. We suggest adding a shipping address to the most convenient location for you to accept the delivery (e.g. workplace during work hours). 

Once you place your order, it is your responsibility to ensure that someone is present to accept delivery. We accept no responsibility if no one is present at the delivery address to accept delivery, nor be held responsible for products that are damaged or stolen as the result of the recipient not being available and the parcel being left outside upon delivery. 

 

What happens if my order hasn't arrived yet?

On some occasions, orders can take a little longer to arrive due to external circumstances like weather, traffic and public holidays. Parcels generally do arrive on time, but please allow a few extra days for it to arrive. Please note that more remote locations in Australia will take a little longer for orders to get to, so please be patient. If you are purchasing an order for an event or occasion, we recommend ordering ahead of time to avoid delivery delays.

If your order still hasn't arrived, please contact us on mapleandivoryaus@gmail.com with your details and order number, and we will do our absolute best to help you with your situation. 

 

 

Ordering & Refunds:

 

I would like to get a refund - how can I do this?

Unfortunately, we do not accept refunds for change of mind. If a product is not to your liking, you can choose from a store credit or a exchange for another Maple & Ivory product. To be eligible for a store credit or exchange, the product must not be used and be in its original condition and packaging. 

To complete an exchange, please email us at mapleandivoryaus@gmail.com with your details, order number and choice of new scent or store credit within 14 days of receiving your order. Return shipping costs will be at the expense of the customer.

Please note, exchanges can only be accepted with full priced items. We also do not accept any products returned to us for a refund unless a request for a refund or exchange has been made first.

 

My item got damaged in transit - what do I do?

We do our absolutely best to make sure all products are wrapped and carefully packed so that your product will no get damaged in transit - however on the very rare occasion, it does happens!

We ask that you please contact us as soon as possible at mapleandivoryaus@gmail.com, with your name, order number, proof of purchase and photo of your damaged products, and we will help you out with your issue!