Question 1

How strong are your candles?

Accepted Answer

Strength depends on room size, ventilation, and scent profile. As a guide, our 10–12 oz single-wick candles comfortably scent small–medium rooms (~150–250 ft²). Multi-wick, larger-diameter vessels are better for open spaces (~300–500 ft²). Results vary by airflow and wick trimming.

Question 2

What wax and fragrances do you use?

Accepted Answer

We use high-quality soy/coconut-based waxes and premium fragrance blends designed for clean, luxe burn and excellent hot/cold throw.

Question 3

Do you use essential oils?

Accepted Answer

Many scents include essential-oil components within professionally crafted aromatic blends for consistency and safety.

Question 4

Why does my candle look slightly different from the photo?

Accepted Answer

Our products are handmade; small variations in color, marbling, or surface are part of their character.

Question 5

I see “frosting” or a slight line on the wax. Is that normal?

Accepted Answer

Yes—natural waxes can develop crystal patterns (“frosting”) or adhesion lines. These do not affect performance.

Question 6

How long should I burn each time?

Accepted Answer

First burn: 2–4 hours to reach a full melt pool. Thereafter, burn no more than 3–4 hours at a time.

Question 7

My flame is too high/smoking. What do I do?

Accepted Answer

Extinguish the candle, let it cool, trim the wick to 1/4", and relight. Keep away from drafts.

Question 8

Can I reuse the vessel?

Accepted Answer

Yes—when ~1/2" of wax remains, extinguish and allow to cool. Warm the leftover wax slightly and wipe clean. Use vessels for dry storage or décor (not food). Avoid soaking/immersing.

Question 9

Can I change my order?

Accepted Answer

Email hello@nicoletteandco.com ()within 12 hours; we’ll help if it hasn’t entered production.

Question 10

Do you accept returns if I don’t like a scent?

Accepted Answer

Please see our Return & Refund Policy—unused items within 14 days are typically eligible. For new scents, we recommend ordering a sample first.

Question 11

My order arrived damaged.

Accepted Answer

Email us within 48 hours with photos of the box, packing materials, and items. We’ll take care of you.

Question 12

When will my order ship?

Accepted Answer

In-stock items ship in 3–5 business days; custom vessels in 7–14 business days. You’ll receive tracking once dispatched.

Question 13

What if my package says “Delivered” but I can’t find it?

Accepted Answer

Check with neighbors/building management and your local carrier. If still missing after 3 business days, contact us with your order #.

Question 14

Do you offer gift notes or gift wrap?

Accepted Answer

Yes—add a note at checkout and we’ll include a complimentary card. (Gift wrap by request/fee; availability may vary in peak seasons.)

Question 15

Do you offer wholesale, white label, or custom orders?

Accepted Answer

We do. Please email wholesale@nicoletteandco.com ()with your business details and desired quantities.

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