Frequently Asked Questions

 

Jewellery

[su_spoiler title="What’s the value of my jewellery?"]The beautiful jewellery inside your candle is valued at between $10 to $2,000. Every jewel inside your candle will have a tag that indicates its value. If you got a $2,000 ring tag, please contact us so we can send you details on how to claim your prized jewel.  [/su_spoiler] [su_spoiler title="I want a specific jewellery size."]As of now, you can’t specify your jewellery size, but the most usual jewellery sizes (6-8) are placed in our candles. If you find your jewellery too small or too big for you, then worry not, because our jewellery are perfect to give as gifts. Now, if you’re a winner of $2,000 Jewellery Reveal, then you can choose your own style and size in our jewellery boutique.[/su_spoiler] [su_spoiler title="Will the jewellery cause my finger to turn green?"] Royal Essence Candles are made of the finest materials. Typically, our jewellery won’t make your fingers green, but it will still depend on your body chemistry. A quick tip: Coat the interior of your jewellery with a clear nail polish. It will stop the colouring. [/su_spoiler] [su_spoiler title="How can you afford placing a jewellery inside each candle?"]Instead of investing so much in advertisements, we used our money practically by making sure our products are safe, and that our consumers are heavily satisfied. Though the jewellery inside our candles are not worth thousands of dollars, you can be assured that they are of superior quality. And here’s a tiny secret: the jewellery shops around you probably have the same suppliers as us, and we get discounts like them because we buy in bulk. [/su_spoiler] [su_spoiler title="I can’t see a jewellery in my candle."]Every Royal Essence Candle has a jewel inside and our team makes sure you get one once you reach the marker of your candle. If it’s not there, then maybe it has only fallen a little deeper than where it’s supposed to be. Have a little more patience and you will definitely get your reward. :) [/su_spoiler] [su_spoiler title="Where did my jewellery come from?"]Your $10-$100 jewellery was purchased in bulk from the same suppliers of a department store and a high-end jewellery shop. [/su_spoiler] [su_spoiler title="What is the approximate retail value of my jewellery?"]The value of a jewellery is highly subjective. Depending on the appraiser, your $100, $1000, or $5000 jewellery reveal jewellery might get a lower value. Why? Because appraisers work in their best interest and this is something we cannot control. However, always be assured that when we say your jewellery is valued at a certain price, that’s how much you would be able to buy it in a department or jewellery store.[/su_spoiler] [su_spoiler title="Where exactly is my jewellery?"]See that gold marker over your candle jar? That’s where your jewellery is at. Keep igniting that wick! :) [/su_spoiler] [su_spoiler title="There is wax on my jewellery."] Considering the situation, this is likely to happen. But there’s nothing to worry about! Here are simple steps to keep your beautiful jewellery wax-free: Immerse the jewellery in a cup of boiled water. Brush it off using an old toothbrush and a tiny bit of toothpaste.[/su_spoiler] [su_spoiler title="Is my jewellery conflict-free?"]Definitely. We choose the world’s best suppliers only—and that’s not an exaggeration. [/su_spoiler]

Candles

[su_spoiler title="I’m afraid of allergic reactions. Can your candles cause them?"]Our team of experts makes sure that more essential oils than synthetic ones are used in our candles. In fact, we only use the latter to produce some specific scents. To avoid allergic reactions, please read the candle’s description carefully. Rest assured that all our candles are paraben, phthalate and lead free. [/su_spoiler] [su_spoiler title="How to properly handle your candle."]To prevent tunneling, the first burn should happen for at least 2 hours. All lightings after that should not exceed four hours. It is also good to trim the wick of your candle after the first lighting (about a quarter inch above the wax is recommended). This process will ensure that the flame will ignite smoothly and leave no traces of soot. [/su_spoiler] [su_spoiler title="Safety measures to follow"]Never burn your candle with flammable objects nearby. These include paper, curtains, wick trimmings, and most especially, matches. Always keep your candle out of children’s reach. These little beings are always curious, and you don’t want them doing things that one shouldn’t do with a candle. Like eating. These guys can get seriously creative. Cool your jar before picking it up. We love you so please don’t burn yourself. Never neglect a burning candle. You don’t want your entire house to catch a fire. Do not burn candles for more than 4 hours. This will make the wick longer and burn at an unsafe length. Speaking of wick length, always make sure it’s about a quarter inch long. Just be safe. Please. [/su_spoiler] [su_spoiler title="Are my candles peanut-free?"]Absolutely. [/su_spoiler] [su_spoiler title="Do you allow wholesale reselling?"]Yes, but we carefully choose from the applicants. [/su_spoiler] [su_spoiler title="Getting rid of tunneling issues."]Oh, we understand your needs. Here are our recommended solutions: Level the candle again by removing the higher wax with a knife. Ignite the wick to make the surface even. Another way to melt the disproportioned parts of your candle is to blow dry it.[/su_spoiler] [su_spoiler title="Are testers available?"]Unfortunately, this service is not yet available. However, you could always check out our product reviews online. [/su_spoiler] [su_spoiler title="I want a paper catalog."]We do not provide this service at the moment. Our products are all listed on our online page. [/su_spoiler] [su_spoiler title="The candle’s wick is not lighting."] Wax may have accumulated on the wick. Melt it using a blow dryer, a match, or a lighter. If it still doesn’t light, please contact our Customer Support service. We will gladly assist you. [/su_spoiler] [su_spoiler title="What goes in my candle?"]Aside from the fragrances, only 100% natural soy wax. Period. [/su_spoiler] [su_spoiler title="Candle sizes."]All candles are about 11cm in height, and 10cm in diameter. Wax weight is 350 grams and Candle weight is approx 1 kg. [/su_spoiler] [su_spoiler title="Is the soy wax you use non-gmo?"]Sadly, most soybean harvests have already been genetically modified. Our candles are not organic at the moment, but we are always searching for a non-GMO supplier. Our goal is to always give you the best service. [/su_spoiler] [su_spoiler title="Is my candle wick lead-free?"]100%. Our wicks are made of organic cotton. [/su_spoiler] [su_spoiler title="Is my candle fragrance synthetic?"]As much as possible, we only use essential oils—fragrances that are bestowed by nature. However, there are cases that we want a candle to give off a specific scent. If this smell isn’t naturally available, that’s when we use synthetic fragrances. Rest assured that all our fragrances are paraben and phthalate free. [/su_spoiler] [su_spoiler title="What colours can I choose from?"]Colours are all striking, but they vary. Please check the photos on our page. :) [/su_spoiler] [su_spoiler title="My candle looks frosted."]Then good, because that assures you that your candle is 100% made of natural soy. :) The frosted look in 100% Natural Soy Candles is very common and has many names. Some of those names are indicative of their specific traits: "cauliflower bursts", "Frosted", "Snowflakes", "star-bursts", These are some of the names they are described by. Frosting has no effect on the burn quality of your candle, and may be more extreme in darker colored candles. Many Customers look for these frosted bits as it is a natural characteristic of 100% Natural Soy candles. You know for a fact if it has these bursts it isn't a soy blend or paraffin wax, it is that Natural Soy we all have grown to love :) Since our candles are All Natural Soy and very Eco-Friendly we do not add harmful chemicals and preservatives that would normally prevent frosting. We do try to minimize the appearance of frosting by switching the pouring temperature and changing the environment the candles cool in. It is practically impossible to have a 100% Natural Soy candle without frosting. Temperature shifts can create frosting after the fact as well, so going from a hot delivery truck to an air-conditioned home or a cold delivery truck to a nice and cozy home can definitely affect the candle. It's just one of those things we grow to love about our 100% Natural Soy candles![/su_spoiler] [su_spoiler title="My candle has no scent."]Know how sometimes people tell you that you smell great, but you can’t even smell yourself? Well, sometimes, our noses can get too used to some scents, and maybe this is what has happened to you. The good thing to do is lighting another candle—one that smells differently—for about 3 days, then go back to lighting that candle you can’t smell. Still smell nothing? Please contact us and we would love to assist you.[/su_spoiler] [su_spoiler title="What’s that giant ball at the end of my wick?"]A mushroom—that’s what it’s called. It does not affect the quality of the candle, but it’s better to trim it. [/su_spoiler] [su_spoiler title="There is liquid on my candle."]That’s a pretty harmless liquid called Soy Sweat. It is caused by a difference in temperature, but usually does not occur again after the first burn. It also ensures you that the fragrance oils are getting released. [/su_spoiler] [su_spoiler title="Cleaning my candle jar."]We love people who love to recycle! Here are two ways to clean your jar: Put the jar in a freezer for a few hours. It will help you remove the wax easier with a knife. Pour some hot water in your jar and scrub the remaining wax off. (Note: Try to remove as much wax as possible before doing this step, as wax can clog drains.) Once the jar is clean on the inside, remove the label. You can now use it for other purposes! :)[/su_spoiler] [su_spoiler title="I miss a scent!"]Maybe this scent is not as requested anymore, leading to its removal. We love experimenting with new scents to make sure our customers are always satisfied.[/su_spoiler] [su_spoiler title="Have an issue? Let us know within 14 days of purchase."]Please contact us as soon as possible when you have an issue with the candle/s you received. Going past that time limit may hinder us from giving assistance. [/su_spoiler] [su_spoiler title="I received a broken candle."]Please take a photo of the candle/s and its/their shipping box, then email them to us at support@royalessence.com.au. Feel free to add significant details to your email if you wish to. We will respond as soon as possible. NOTE: Lighted candles will not be replaced anymore.[/su_spoiler] [su_spoiler title="I want to sell royal essence candles."]We are not accepting Royal Essence sales representatives at the moment. [/su_spoiler] [su_spoiler title="I received the candle as a gift but have issues with it."]If there are any issues, please let the person who originally purchased the candle to contact us. We would love to assist you. [/su_spoiler] [su_spoiler title="Are bulk discounts available?"]Bulk discounts are not available at the moment. [/su_spoiler]

Payment

[su_spoiler title="What are your refund and return policies?"]As long as the candle is 100% unused, you can ask us for a refund or a return. However, please send us an email within 7 days from the time of delivery. Note that only the products—and not the shipping fees—are refundable. Please contact our Customer Support team for more help. We would love to assist you![/su_spoiler] [su_spoiler title="Are discount/coupon codes available?"]Yes. You may use them once per transaction only. If you have a discount code for both the product and the shipping, you may only use one. [/su_spoiler] [su_spoiler title="Are there promos?"]Of course! And if you love them as much as we do, then make sure to order during the promotional period. Everybody deserves a Royal Essence candle! [/su_spoiler] [su_spoiler title="When should I use my discount codes?"]Only one discount code is allowed to be used per order. This means that if you have multiple discount codes, you can only use them for separate orders. [/su_spoiler] [su_spoiler title="What are the accepted modes of payment?"]We accept Visa, PayPal, Discover and Mastercard. [/su_spoiler] [su_spoiler title="Referrals"]Getting $5 discounts and credits are now made easy with our referrals! After making an order, a special referral link will be given to you. You can share this with anybody, and once they buy a candle using the link you shared with them, they will receive an automatic $5 discount, while you get a $5 credit. Isn’t that the most amazing thing? Just make sure you have an account once you purchase![/su_spoiler]   [su_spoiler title="When are refunds not made?"]We will not refund when the candles have already been used and when the jewellery has already been removed. However, since some customers experience situations that are unique to one another, it’s better to contact Customer Support. We would love to help you out.[/su_spoiler]

Gift cards

[su_spoiler title="Can coupon codes be used on a purchase with a candle and a gift card?"]This is not allowed at the moment. [/su_spoiler] [su_spoiler title="Are gift cards refundable?"]Yes. You may use it for the non-gift card purchase. [/su_spoiler] [su_spoiler title="Gift cards shipping cost."]No. [/su_spoiler] [su_spoiler title="Why don’t gift cards include the cost of shipping?"]Typically, gift cards have free shipping, but other shipping options are available. [/su_spoiler] [su_spoiler title="Are physical gift cards shipped?"]Yes, we could now do that for you. :) [/su_spoiler] [su_spoiler title="Gift card amounts"]Gift cards are available in amounts of $50, and $100. Other specific amounts cannot be requested at the moment. [/su_spoiler] [su_spoiler title="Am I required to use my entire gift card amount in a single purchase?"]You don’t have to use the amount of your gift card all at once. Leftover credits are allowed, and you may purchase another product some other time with your remaining gift card balance. Your credits won’t ever expire, too. :) [/su_spoiler] [su_spoiler title="When will my gift card credit expire?"]Never. It will stay on your account eternally until you finally use all of it. :) [/su_spoiler]

 

Sponsorships

[su_spoiler title="Do you have fundraising programs?"]There are none at the moment. [/su_spoiler] [su_spoiler title="I have a charity event. Can you sponsor it?"]Yes. Please apply by sending us an email regarding your event. All relevant information will be appreciated, but some specifics are: How are Royal Essence products going to be used in your event? How many people will attend your event? Since we receive tons of requests daily, please understand that it’s always better to send your application months before your actual charity event. Also, bear with us as it usually takes us about a month before responding to chosen applications. And we repeat, CHOSEN applications. We do not notify applications that were not picked, so if you do not hear back from us for more than 30 days, then we highly suggest that you buy Royal Essence products on your own. As much as we would love to help out everyone, this process is very crucial for us. We thank everyone for their love.[/su_spoiler] [su_spoiler title="Can I apply for a position in royal essence?"]Yes. Please visit our job board to know if you’re qualified to be a part of our growing team.  [/su_spoiler] [su_spoiler title="Can I make a product review of your candles on youtube?"]Absolutely! We would love to hear from you. In fact, we even want to help you get discovered, so here are some tips to get more views: Make your title creative and catchy. Something along the lines of “I Found a Jewel inside a Candle!” could work. Include the link of the Royal Essence product you reviewed in your description box. In this manner, your viewers would be able to easily get a grasp of what you’re talking about once they see the product. Make your video short but substantial. Create and add tags that are easily searchable. Eg. ‘royal essence’, ‘candle’, ‘jewellery’, etc, and please use #JewelleryReveal[/su_spoiler] [su_spoiler title="Please sponsor my blog / video review!"]Please send us an email if you want us to sponsor your review. Explain in detail why we should pick your application. Also, please include your monthly traffic figures, the number of your subscribers, and anything relevant to your application. Note: Since we receive tons of requests daily, we only reply to applicants whom we really want to work with. If you don’t receive a response within 30 days, then your application was not chosen. Thank you so much for the love and support.[/su_spoiler]

Account Help

[su_spoiler title="How can I contact you?"]You may  email us at support@royalessence.com.au Looking forward to hearing from you! :)[/su_spoiler] [su_spoiler title="I can’t find an answer to my question."]Please contact us at +61 423 671 834, or email us at support@royalessence.com.au for your inquiries. [/su_spoiler] [su_spoiler title="Can I sign up with facebook?"]Yes. Some customers don’t like having multiple accounts, so we decided to include this feature. :) [/su_spoiler] [su_spoiler title="I can’t make a purchase."]Have you signed up yet? If not, then sign up to start shopping now! :) [/su_spoiler]

Shipping

[su_spoiler title="Is international shipping available?"]International shipping is not available at the moment, but we are working on it for your convenience. Thank you. [/su_spoiler] [su_spoiler title="How long should I wait before my candle arrives?"] The process is divided into two major steps: ORDER Orders are typically processed within 2-4 business days, but may exceed that limit during busier seasons. NOTE: Orders placed on Friday, Saturday, and Sunday will not be processed until Monday. [/su_spoiler] [su_spoiler title="How much does shipping cost?"] Shipping may be any of the following: STANDARD: Takes about 3-5 business days. EXPRESS: Takes 2 business days. P NOTE: We do not ship internationally. ORDERS ECONOMY SHIPPING STANDARD SHIPPING EXPEDITED SHIPPING NOTE: Depending on the situation, orders with more than one candle may be received in multiple shipments.[/su_spoiler] [su_spoiler title="I put the wrong shipping address! What do I do?"]Once your order gets processed, changes cannot be made anymore. Therefore, if this happens to you, please contact us RIGHT AWAY. Major mistakes may lead to your order getting shipped back to us, meaning you have to wait even longer for your package to arrive. If it’s a minor typographical error, shippers can usually correct them. [/su_spoiler] [su_spoiler title="What does a pending order mean?"]If your package has arrived, but the status in your account still says PENDING, please disregard it. However, if your package has not arrived yet, and the status says PENDING for more than 4 days, contact Customer Support immediately. We would gladly help you track your parcel. [/su_spoiler] [su_spoiler title="How do I get my tracking number?"]Please click the Order Status button in your Royal Essence account to get a hold of your tracking number. If you see nothing, contact our Customer Support team. [/su_spoiler] [su_spoiler title="I want to track my order."]Please get your tracking number on the Orders sections of your Royal Essence account. NOTE: Please wait for the allotted time period of the shipping option you chose. If you still haven’t received your package after that time period, contact our Customer Support team.[/su_spoiler] [su_spoiler title="Blank tracking information."]Sometimes, the tracking information will not manifest in our system right away, but rest assured that once you get a notification stating your tracking information via email, then your package has already been shipped and will be at your doorstep in a few days. [/su_spoiler] [su_spoiler title="Missing candle/s"]For large orders, we usually ship them in two or more shipments. Please wait for the allotted time period before contacting our team about a missing item. If it has not arrived a day after that period, then we will happily assist you. Contact our Customer Support team. [/su_spoiler] [su_spoiler title="I got the wrong candle!"]Contact our Customer Support team immediately and we will do our best to take care of the situation. [/su_spoiler]

Jewellery Reveal

[su_spoiler title="Entering a jewellery reveal code"]Log in to your account, then go to the jewellery Reveal Page: www.royalessence.com.au/jewellery-reveal Once on this page, enter your code in the box. Press REVEAL and get a chance to win the finest jewellery. Good luck! :)[/su_spoiler] [su_spoiler title="How will I know that I won a jewellery reveal?"]The jewel hidden in every candle has a tag that indicates its value. If you received a tag saying that You've won a $2,000 jewel, please notify us so we can arrange the shipment of your prize. [/su_spoiler] [su_spoiler title="I want to know my jewellery size."]Please print or have a look at this chart to know your jewellery size. If no size fits you perfectly, remember that it’s safer to go for the larger size. [/su_spoiler] [su_spoiler title="What exactly is jewellery reveal?"]Jewellery Reveal is a new way to say thank you, and to emphasise that we appreciate our customers’ support. Winning in jewellery Reveal means you can get jewellery valued between $100, to $2,000! You will also get the chance to choose your own jewellery style and size. :)[/su_spoiler]