FAQs and Help

Product Help

What is the best way to burn soy candles?
When burning your soy candle for the first time, it is important to allow the candle to burn for 2 1/2-3 hours. Soy wax has a "memory" and helps to avoid the candle from "tunneling" down the center of the container and may cause you not to get the best scent throw. By allowing your soy candle to create it's initial memory burn, will help the candle to create a full melt pool of wax, and increases the candle's scent throw. To prevent your soy candle from producing black soot, always trim your wick to 1/4" before lighting your candle. Always burn your candle on a level, heat resistant surface. If the wick begins to have a large flame, starts flickering constantly, or if the wick becomes larger than 1/4" extinguish the flame with a wick dipper (a great tool for extinguishing your candle without creating a lot of smoke) let cool for 1-2 hours, re-trim wick and re-light. Always keep the wick centered, this is best done after the candle has been extinguished and the wax is still soft.
What type of wax is used to make Keiora's Candles?
We use premium 100% natural soy wax, specifically formulated for candles. These candles are made from finest renewable soy wax derived from natural soybean oil. Our soy wax contains a soy-based additive that is natural and kosher and free from pesticides.
What are the benefits of soy wax?
Cost effective  - Soy candles can last as much as 50% longer than regular candles so you won’t have to replace them as often. Eco-friendly - Although soy candles do produce smoke, the amount is much less than normal candles and because the candles are all natural, the smoke does not contain any of the toxins and carcinogens that regular candles do. All natural - Soy candles are made out of natural ingredients like soybean and hydrogenated soybean oil. Both these products are totally biodegradable as well as renewable resources. Clean burning - While it can be hard to see, regular candles produce soot while burning. This can leave a thin film on ever surface in your home. Soy candles are soot free and burn 100% clean. Easier to clean - Soy wax is water soluble. If you do spill the wax of a soy candle, clean-up is incredibly easy, unlike the horrible mess that exists after a traditional candle wax spill. They burn evenly - It has been proven that fragranced soy candles distribute the fragrance evenly while burning, unlike the often uneven burning of traditional paraffin wax candles. They don’t get as hot - Soy candles burn much cooler than traditional candles making them safer for you and your family. Longer Burning - Soy wax has a lower melting point which means it burns up to 50% longer than paraffin wax candles. Non-Toxic - As soy wax is made from vegetable oil it is clean burning and releases no known carcinogens when it is burnt. Better Fragrance - Due to the lower melting temperature of the wax, a healthier ‘wax pool’ around the wick is created. This ‘wax pool’ allows the fragrance oils to more easily vaporise, and thus releasing more fragrance into the home. Renewable Resource - Soybeans are an environmentally friendly, sustainable and a renewable resource.
What kinds of wicks are used in the candles?
We use both cotton and wooden wicks. While the candle burns, the wooden wick which is made out of natural timber makes a crackling sound just like burning of log fire. Both cotton and wood wicks lasts longer and has good fragrance throw. Wooden Wick Burning Tip - Wooden wick takes a bit of more time to ignite than cotton wick. For best results, light the wick all the way across and not just on one end. This helps the candle burn evenly. Allow the candle to burn until the wax melts out to all the edges of jar.This usually takes about 30-60 minutes. Keep the wick trimmed to between 1/8 and ¼ inch. Trim the wick by gently running your finger across the top of it.
The candle has surface imperfection. Is this normal?
As these candles are handmade and not mass produced, every effort is made to make all of them look similar and perfect. When using natural soy wax, sometimes you may notice darker patches or wet spots in your container. This is not a fault of the candle – simply a characteristic of natural soy wax where the wax has not 100% adhered to the glass. This does not affect the candle in any way. It’s how you know it’s completely natural soy wax.
Are the candle jars reusable?
Yes absolutely! Once the candles has finished, clean the jar with hot soap water and recycle or reuse the jar by filling it up with wax and new fragrance again or you can also use them for household storage purpose.

Order Help

How do I pay for my order?
When shopping online we accept payment via credit card or PayPal. Checkout is completed via PayPal providing a safe and highly secure method for payment. You can read about PayPal’s privacy, security and buyer protection here.
Do I have to use PayPal?
Direct Debit is an additional payment option and details will be provided during checkout.
Do you offer wholesale?
We certainly do! If you feel Keiora would be a good match for your business, we would love to hear from you! We have a full wholesale pricing list so for more information please get in touch with us at info@keiora.com.au. There is a minimum order requirement for all wholesale orders.
How long will my order take to arrive?
We aim to ship all products within 2 days of order (unless it is a custom order) and recommend allowing 5 working days for final delivery. All packages are sent via express courier.
What is your returns policy?
Please inform us via info@keiora.com.au within 7 days of receiving your order if your delivery is either not what you ordered, damaged or you believe it to be faulty. We will replace or refund (at our discretion) any candle that you’re not entirely satisfied with. We may ask you to provide additional documentation, such as photos, for any products reported as damaged when received. Unfortunately we will not offer a refund for change of mind.
How much is postage/shipping?
Postage for orders within Australia is charged at a flat rate of $8.95. All orders above $100 receive free postage. We use an express courier for all orders. Please be advised we cannot deliver to PO BOX addresses or Parcel Lockers.
Do you post internationally?
We certainly can! For all international orders, please email your details to info@keiora.com.au so that we can quote you delivery charges.