Help & Questions

If you have a question, you’re in the right place.

Here you’ll find answers, guidance, and tips to help you get the most out of your candles.

Candle Care

To ensure the best burn and scent experience, follow these simple steps:

Trim Your Wick
Before each burn, trim your wick to about 1/4 inch to prevent smoke and uneven burning.

First Burn Matters
Allow the wax to melt evenly across the entire surface during the first burn.
This helps prevent tunneling.

Burn Time
Do not burn your candle for more than 3–4 hours at a time.

Safe Placement
Always place your candle on a heat-resistant surface and keep away from drafts, children, and pets.

Extinguishing
Use a candle snuffer or gently blow out the flame to avoid splashing wax.

Frequently Asked Questions

How long does shipping take?
Orders are processed within 2–3 business days. Shipping times vary based on location.

Why does my candle have a slight variation in appearance?
Each candle is hand-poured, which means slight variations are completely normal and part of the process.

Why isn’t my candle burning evenly?
This usually happens when the first burn wasn’t long enough. Be sure to allow a full melt pool across the surface.

Do you offer custom orders?
Custom requests may be available. Please reach out via email to discuss options.

What if my candle arrives damaged?
Please contact us within 48 hours with photos, and we’ll make it right.

Still have a question?

Reach out anytime at
jewelleesab@thephoenixessence.com

Every candle is created with intention—thank you for being part of the experience.