Because we work with natural wax and handcrafted batches, small cosmetic differences can occur. Most are normal and do not affect burn quality or scent performance. If something seems off, we’ll investigate quickly and fairly.
Normal variations (typically not a defect)
- Minor surface texture changes (smooth vs slightly matte).
- Small wax color tone differences between batches.
- Natural frosting or subtle patterning in soy wax.
What may be a quality issue
- Product arrives damaged (jar cracks, severe leakage, broken lid/packaging).
- Severe performance problems that persist across sessions (after trying standard care steps).
- Incorrect item received or missing items in the box.
How to report a concern (fastest resolution)
- Contact support and include your Order #.
- Attach clear photos:
- Front label (so we can identify the product)
- Top view of the wax surface
- Full jar + packaging (if shipping-related)
- Describe the issue briefly: what you observed, when it happened, and any relevant room conditions (drafts, room size).
Tip
The more clearly we can identify the product and condition, the faster we can resolve the case—often in the first reply.
