Frequently Asked Questions

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Our Candles

What are your candles made from?

All At Our House candles are made from 100% natural soy wax, using premium fragrance oils and cotton wicks. They are hand-poured right here in Australia — no mass production, just genuine care in every pour.

What are the benefits of soy wax?

Soy wax is a natural, renewable resource that offers a number of advantages over traditional paraffin wax:

• Cleaner burn — produces significantly less soot and toxins
• Longer lasting — soy wax burns slower, so you get more hours of fragrance
• Better scent throw — releases fragrance more evenly throughout the room
• Biodegradable — better for the environment and easier to clean up
• Supports sustainability — made from a renewable crop

How long do your candles burn?

Burn times vary depending on the size of the candle. As a general guide:

• Tin Travel candles — approximately 10 hours
• Standard candles — approximately 30-35 hours
• Apothecary candles — approximately 35 hours
• Extra Large candles — approximately 60–80 hours

For the most accurate burn time, please refer to the individual product listing. Actual burn time may vary depending on conditions such as airflow and how the candle is cared for.

How do I get the best burn from my candle?

A little candle care goes a long way! Here are our top tips:

• First burn matters — allow the wax to melt all the way to the edges on the first burn to prevent tunnelling. This usually takes 2–3 hours.
• Trim your wick — trim the wick to approximately 5mm before each burn for a cleaner, safer flame.
• Burn time limits — avoid burning your candle for more than 4 hours at a time.
• Keep it still — burn on a stable, heat-resistant surface away from drafts, children, and pets.
• Know when to stop — stop burning when approximately 1cm of wax remains at the bottom.

Why does my soy candle look different to what I expected?

Natural soy wax can sometimes develop a frosted or uneven appearance — this is completely normal and is a sign of the natural soy content. It does not affect the quality, scent, or burn of your candle. We think it adds character!

Wax Melts

How do I use wax melts?

Simply place one or two wax melt pieces into the dish of an oil burner or electric wax warmer and allow the heat to gently release the fragrance. Replace the wax when the scent fades. Never add water to the dish.

How long do wax melts last?

Each wax melt can typically provide 8–12 hours of fragrance, depending on the strength of the scent and the type of warmer used.

Gifting

Do your products come gift-ready?

Yes! Our candles are presented in beautiful, colourful gift boxes — perfect for gifting straight from the bag. No extra wrapping needed. The exception are those candles that are in our Farewell Scents range that are presented in a plain white box - this is called out in the product description so it's easy to know if you're selecting a Farewell Scent.

Can I send a gift directly to someone?

Absolutely. Simply enter the recipient's address as the shipping address at checkout. We recommend leaving a note in the order comments if you'd like us to include a personal message.

Shipping & Orders

Where do you ship to?

We ship Australia-wide. Please check our store at checkout for current shipping options and rates to your location.

How long will my order take to arrive?

Orders are typically processed and dispatched within 2–5 business days. Delivery times vary depending on your location:

• ACT & NSW — 1–3 business days
• VIC, QLD, SA — 3–5 business days
• WA, NT, TAS — 5–10 business days

Please note these are estimates and may vary during peak periods.

How will my order be packaged?

We take great care in packaging your order to ensure it arrives safely. Candles are securely packed to prevent movement and damage during transit.

Can I track my order?

Yes! Once your order has been dispatched, you'll receive a shipping confirmation email with tracking details so you can follow your parcel's journey.

What if my order arrives damaged?

We're so sorry if this happens! Please contact us within 48 hours of receiving your order with a photo of the damage and your order number, and we'll make it right.

Still have questions?

We're always happy to help. Send us a message and we'll get back to you as soon as we can.