FAQs

Frequently Asked Questions

Last Updated 28th August 2026

We’ve answered some of our most frequently asked questions below. If you can’t find what you’re looking for, please get in touch — we’ll be happy to help.

Candles

How should I burn my candle?

For the best burn, allow the wax to melt all the way to the edge of the container on the first burn. This helps prevent tunnelling and ensures you get the most from your candle.

Before each burn, trim the wick to approximately 5mm.

Always place candles on a stable, heat-resistant surface, away from draughts, children, pets and anything flammable. Never leave a burning candle unattended.

Why is my candle tunnelling?

Tunnelling happens when a candle burns down the centre while leaving un-melted wax around the edges.

The best way to prevent this is to allow the wax to melt all the way to the edge of the container during the first burn.

What is frosting on my candle?

Frosting is the white or cloudy appearance that can sometimes develop on natural wax candles.

It is a natural characteristic of soy wax and does not affect the fragrance or performance of your candle.

What are the marks or “wet spots” on my candle glass?

You may occasionally notice areas where the wax appears to have pulled away slightly from the glass. These are commonly known as “wet spots” and are caused by changes in temperature as the wax cools.

They are completely normal and do not affect how your candle burns or smells.

Why does my candle look slightly different from the last one?

Our products are handmade, so small variations in colour, finish and appearance can naturally occur. These little differences are part of what makes handmade products unique.

Wax Melts

What is a wax melt?

Wax melts are scented pieces of wax that are gently warmed in a wax melter to release fragrance into your home.

They offer a simple, flame-free fragrance option when used with an electric melter, or can be used with a suitable tea-light wax melter.

How do I use wax melts?

Simply place your wax melt into the dish of a suitable wax melter.

For our snap bars, we recommend starting with 1-2 chunks, depending on the size of your melter dish. 

Switch on your electric melter or light a suitable tea-light underneath your burner and allow the fragrance to fill your room.

Never overfill the dish and always follow the safety instructions supplied with your wax melter.

How long do wax melts last?

As a guide, our snap bars provide approximately 60+ hours of fragrance.

Fragrance time can vary depending on the scent, amount of wax used, room temperature and type of melter.

You can continue to remelt your wax until you can no longer smell the fragrance.

What size tea-light should I use?

We recommend using standard 4-hour tea-lights with suitable tea-light wax melters.

Please do not use larger 8-hour tea-lights, as these can generate considerably more heat and may cause the wax to become too hot or damage your melter.

Always follow the instructions supplied with your wax melter.

How do I change my wax melt?

Allow the wax to cool and fully set.

One simple method is to light your tea-light for around 30 seconds, just long enough to slightly soften the bottom of the wax. The wax should then gently slide out of the dish.

Wipe the dish clean before adding your next fragrance.

Never use knives or sharp metal objects to remove wax, as these can damage your melter.

Car Diffusers

How do I use my car diffuser?

Remove the stopper, replace the lid, and add the two pom-pom reeds to the bottle. The reeds will absorb the fragrance and gently diffuse the scent into your car.

Keep the diffuser upright and securely positioned to help prevent spills.

How long does a car diffuser last?

This will vary depending on the temperature inside your car and the fragrance itself.

Warmer temperatures can cause fragrance to evaporate more quickly.

Can the diffuser liquid damage my car?

Fragrance oils can damage or mark certain surfaces.

Always keep your diffuser upright and avoid allowing the liquid to come into contact with your dashboard, plastics, leather, fabrics or other interior surfaces. Any spills should be wiped away immediately.

Our Products & Ingredients

Are your products vegan friendly and cruelty free?

Yes. Our products are vegan friendly and cruelty free.

Why do you use soy wax?

We choose soy wax because it is plant based and works beautifully for home fragrance.

As a natural wax, you may occasionally notice small variations such as frosting or changes in appearance. These are completely normal and do not affect the performance of your candle or wax melts.

What glitter and colouring do you use?

Where glitter is used, we use biodegradable, plant-based glitter rather than traditional plastic glitter.

Our mica-style colouring powders are synthetic rather than naturally mined mica.

We also use candle safe dyes, on occasion.

Why might colours vary between products?

Because our products are handmade, slight variations in colour can occur between batches.

Some fragrance oils can also naturally affect the colour of wax over time. This doesn't affect the fragrance or performance of the product.

Are your fragrances safe to use?

We carefully formulate our products using fragrance oils suitable for their intended use and provide the relevant safety information with our products.

As with all home-fragrance products, please follow the instructions and safety information provided.

Are your products safe around pets?

We recommend keeping all home-fragrance products out of reach of pets and never allowing pets to ingest wax, fragrance oils or diffuser liquid.

Because animals can have individual sensitivities, we recommend speaking to your vet if you have concerns about using fragranced products around a particular pet.

Packaging & Sustainability

Is your packaging recyclable?

We aim to make our packaging as environmentally considerate as possible.

Our packaging materials are selected to be recyclable, reusable or biodegradable wherever possible. Please check your local recycling guidelines, as recycling facilities can vary by area.

Can I reuse my candle container?

Yes! Once your candle has finished, the container can be cleaned and repurposed.

Fragrance

How do I choose the right fragrance?

Fragrance is very personal, so our scent descriptions are designed to help you find something you'll love.

Look at the fragrance notes rather than choosing purely by the fragrance name. If you already know you enjoy scents such as fresh, floral, fruity, woody, sweet or clean fragrances, this is a great place to start.

Why does a fragrance smell different in my home?

Fragrance can vary depending on room size, temperature, airflow and even the other scents already present in your home.

Some fragrances are naturally softer and more subtle, while others have a stronger scent presence.

How should I store my home-fragrance products?

Keep your candles, wax melts and diffusers in a cool, dry place away from direct sunlight and extreme temperatures.

This will help maintain their appearance and fragrance for longer.

Orders & Gifts

Are your products handmade?

Yes. Our home-fragrance products are made by hand in small batches, with care and attention given to every product.

Because they are handmade, you may notice slight variations between batches. This is completely normal.

Can I send an order as a gift?

Yes. Our home-fragrance products make lovely gifts, and electronic gift cards are also available. Gift cards are valid for 12 months from the date of purchase.

How long will my order take to arrive?

We aim to dispatch orders within 2–3 working days. Orders are sent using Royal Mail, with 1st Class and 2nd Class options available at checkout.

Orders over £50 qualify for free Royal Mail 2nd Class delivery. If you would prefer 1st Class, you can select this at checkout and pay the applicable delivery charge.

As our products are handmade, please allow additional time during particularly busy periods.

What happens if my order arrives damaged?

We take great care when packing every order, but occasionally damage can happen in transit.

If your order arrives damaged, please contact us as soon as possible with your order number and photographs of the damaged item and packaging so we can help.

Email wendy@ankerwyckecandles.co.uk

Do you accept returns?

Yes. If you change your mind, you generally have 14 days from the day you receive your order to let us know that you wish to cancel it, followed by 14 days to return the goods.

For change-of-mind returns, you are responsible for the return postage. Different arrangements apply if an item is faulty, damaged, incorrect or not as described.

Please see our full Returns & Refunds Policy for more information.

Still have a question?

We’d love to help. If your question isn’t answered above, please email us at wendy@ankerwyckecandles.co.uk.

Ankerwycke Candles Limited