FAQ'S

Frequently asked questions

What is the burn time on your candles?


Our 9 OZ candles have a 45-50 hours burn time.




What is your return policy?


Due to the nature of our products, all sales are final. We do not give out refunds at any time. If you receive your order and see that the candle has been broken/damaged, please email hello@kiligcandleco.com within 2 days with a photograph of how your order was received, we will then look into your order and get back to you within 48 hours.




What kind of delays should I expect due to COVID-19?


Unfortunately due to COVID-19, there have been very high delays with shipments. Right now we have been experiencing delays up to 45-60 days however most shipments have not taken longer that 14 days. These shipping delays account for all types of shipping options. Thank you for your patience during this time!




Do you sell wholesale?


Yes we do! We love sharing our products with new stockists, please email hello@kiligcandleco.com with your wholesale enquiries.




Do you offer local pick up?


Yes we do! Just choose the option at checkout and you will be sent a confirmation email to let you know that we have recieved your order. Once it is ready we will send you an email to let you know along with details on what to do once you have reached our studio. Our studio is located at 510 Clark Drive, Vancouver and you will need to go there to pick it up. Our local pick up schedule is as follows: Thursdays: 12 noon-4 PM Fridays: 12 noon-4 PM Please be aware that the last day for local pick up before Christmas will be on December 22nd from 12 noon- 2 PM. We will be closed from December 23- January 5. Local Pick up will resume on January 6, 2022.




What can I do to ensure that I'm safely burning and caring for my candle?


Candle care and safety is VERY important and can prevent accidents, burns, and fires. Here are our must do's to prevent anything going wrong: - Always burn your candle within sight. - Keep away from flammables and anything that can catch fire. - Keep away from drafts, children, and pets. - Do not burn candle for more than 4 hours at a time. - Keep wax pool free of debris. - Always trim wick to 1/4" each time candle is lit. - Never touch or move a hot candle. - Stop burning when 1/2" wax remains. If doing so, you are taking a chance at creating a large heat source which can cause your candle vessel to break. If you have anything questions about candle care, please do not hesitate to reach out to us at hello@kiligcandleco.com




What should I do if my order is shipped and I want to change my address?


Unfortunatly we are unable to make changes to addresses on orders that have already shipped. If your order gets returned to us because of a change you'd like to make or because you did not input your address correctly, you will be charged a $15 return fee as well as a $10 reship fee regardless on the amount of your order. As a small business, this covers the costs from our shipping partner to receive your return and well as the cost to reship your order out to you. We do not make any money on these fees.




Why hasn't my order shipped yet?


We always do our best to ship orders within 5 business days of receiving them. Most times we are able to get orders shipped within 48 hours but during busier peak times it may take longer. Any orders placed from December 22, 2021- January 5, 2022 will not be shipped out or ready for pick up until January 6, 2022. Please wait for shipping and pick up confirmations to confirm.