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 to ensure a great quality product for you to enjoy every day.

 

How long do the candles last for?

We currently have two sizes in our candle range:

• 200g Jar - Approximately 33 hours
• 100g Travel Tin - Approximately 20 hours

 

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

Soy wax is a natural product, and can be affected by a number of different factors - such as environmental factors (being left out in the sunlight) and fragrance oil. These have absolutely no affect on the candle, and provided you follow the correct safety tips, your candles will burn normally.

 

How should I light my candles on the first burn?

What many people dom't realise is that candles actually have a memory, which is why it is so important to take care on your first burn. We recommend burning your candle for 2-3 hours on its first burn, or at least until the wax pool reaches the edges of the jar. This will help your candle 'remember' to burn to the edges, and this is prenet any tunneling from happening in the future.

 

Are the jars reusable?

We have selected our jars to make sure that they can be reused after you have finished burning your candles. Our favourite ways to reuse our candela candle jars have been to help organise our home office and keep our make-up brushes in check!

 

 

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 Sendle or 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 convienent 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 occassions, orders can take a little longer to arrive due to external cicrumstances like weather, traffic, public holidays, and even COVID! Parcels generally do arrive on time, but 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 occassion, 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?

Unfortuantely, 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 opened 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 recieving 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 surfe all products are wrapped and carefully packed so that your product will no get damaged in transit - however on the very rare occasion, it happens!

We ask that you please contact us as soon as possible at ampleandivoryaus@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!