Frequently Asked Questions

Everything you need to know about our candles, how to care for them, and getting your order to your door.

Our Candles

What kind of wax do you use?: I use 100% soy wax, renowned for its clean burn and excellent fragrance performance. Unlike paraffin, it's renewable and biodegradable, so you can enjoy a longer-lasting candle that's kinder to your home and the environment.
Are your candles cruelty-free?: Yes! All ingredients, from wax to wicks to fragrance oils, are cruelty-free. We never test on animals, and neither do our suppliers.
Are your fragrance oils clean and safe?: Our fragrance blends are phthalate-free and carefully chosen for both safety and scent. We aim to balance clean-burning performance with beautiful, lasting aroma.

How should I care for my candle?: Always trim the wick to 1/4" before lighting. Allow a full melt pool on the first burn, and never burn for more than 4 hours at once. Stop burning when 1/2" wax remains.
Why does the top of my candle look frosted or uneven?: Soy wax can develop a frosted or textured surface. It's one of the natural traits of using plant-based waxes. It won't affect performance and is often seen as a mark of authenticity in hand-poured candles.

Where do you ship?: We're excited to share our candles with customers across Canada. At this time, we're not able to offer international shipping, but we hope to in the future.
How long will my order take to arrive?: Orders are processed within 3-5 business days. Once shipped, you'll receive a confirmation email with tracking details. Please allow 24-48 hours for tracking information to update.
Can I change or cancel my order?: You may cancel your order before it ships. Once dispatched, cancellations are no longer possible. Contact us at info@elmandember.ca as soon as possible if you need to make a change.

What is your return policy?: We accept returns or exchanges on unused, unlit candles in their original condition and packaging. Please email us within 5 days of receiving your order to start the process. Return shipping costs are the responsibility of the customer.
My candle arrived damaged. What do I do?: We're so sorry! Please email info@elmandember.ca with a photo of the damaged item within 5 days of delivery. We'll send a replacement free of charge, or issue a full refund.

We're happy to help. Drop us a message and we'll get back to you within 1–2 business days.