FAQs
What are your candles made from?
We use natural ingredients and avoid harsh chemicals, making our candles a safer option for those with sensitivities. Candle and wax melts are made from 100% American Soy Wax.
How long do your candles burn?
Our candles offer a burn time of approximately 70 hours, depending on usage and conditions.
Are your candles safe for people with allergies?
We use natural ingredients and avoid harsh chemicals, making our candles a safer option for those with sensitivities. Each individual’s allergies are unique and we can’t offer a 100% guarantee.
How do I properly care for my candles?
We recommend the following for all of our candles:
- 1. Always light candles in a well ventilated area.
- 2. Never leave a lit candle burning unattended.
- 3. Always trim your wick before each use.
- 4. Never burn for more than 4 hours at at time.
- 5. Discontinue use of your candle when there is 1/4 inch of wax remaining. Burning a candle when it is lower than 1/4 of an inch can cause the candle jar to crack or break.
Can I reuse the candle jars?
Yes! Once you have finished with your candle jar, you can soften remaining wax with a blow dryer, wipe it out with a paper towel and use as decoration, pencil/pen holder, utensil holder or anything you can think of!
My candle arrived broken. What do I do?
While we pack each candle to withstand breakage during shipping, accidents can happen. If your candle arrives broken, please send us a picture to admin@emberwater.com within 7 days and we will send you a replacement candle out.
What if I don't like the scent I ordered?
If you are unhappy with the fragrance you order, you are more than welcome to send it back for an exchange. (This is only if the product is UNUSED) You will be responsible for packing and shipping it back to us.
Do your wicks contain lead?
No! We use a braided cotton wick that contains no lead.
When will my order ship?
Every order that comes through is made to order. We want to ensure that you get the best product possible. With that said, our lead time is 3-5 days. Sometimes it can be sooner depending on products ordered. Ember Water is not open on the weekends, please keep that in mind.
Can I cancel my order?
Orders placed can not be cancelled. It is our goal to ship your order as quickly as possible, so we begin processing your order immediately after it has been placed.
I received the wrong item, what do I do?
While we do our very best to ensure each and every shipment is correct, we do make the occasional mistake. If this happens, no worries! We will happily get this fixed for you. Please send us a picture of the candle you received to admin@emberwater.comwith your name and order number. We will get back with your asap.
My candle doesn't seem to be burning right. What should I do?
Please make sure you are trimming your wick before every burn. Most of the time, it is just a matter of making sure your wick is taken care of. Black smoke, soot or debris usually comes from a wick not being trimmed properly or a fun/air vent blowing on the candle while it is burning.
Since our candles are 100% soy wax, they can produce “ugly” tops after burning (not smooth). This is normal.
As each of our candles are hand poured, there is always the possibility one might not burn correctly. Send a picture of the top of your candle and the front of your candle. Then send the images with your name and order number to admin@emberwater.com and we will get back with you.
Do you have a brick and mortar store?
While we do have retail stores that carry our products, we do not have a brick and mortar store. Ember Water sells all of their products online at emberwater.com. The factory is not open to the public.
My Room + Linen Spray looks like it has separated. Is this normal?
Yes! We do not use any chemicals in our products, so that means no binders to hold them together. We recommend shaking your Room + Linen Spray before each use to mix the ingredients back together. This will ensure a balanced scent disbursement.
Do I use my shower oil in the shower?
No, we recommend showering and then lightly towel drying before using your shower oil. We wouldn’t want you to slip and fall when using an oil in your shower! Shower oils should be used in place of lotions
Do your products taste as good as they smell?
While some of our scents are made to smell like the best known foods out there, please do not ingest them. They are not edible.