FAQ
WHEN CAN I PLACE AN ORDER?
Orders can be placed anytime, 24/7 on our website.
HOW DO I PAY FOR MY ORDER?
We process all our online sales through PayPal. If you do not have a PayPal account you can pay with Visa, Mastercard, American express card through PayPal as a PayPal guest, simply follow the steps on PayPal website.
After placing your order, you will receive an order confirmation from us including the pricing and purchase details.
Please email us at hello@muniocandela.eu if you have any payment questions.
HOW LONG DO I WAIT FOR MY ORDER TO ARRIVE?
All orders are processed and shipped within 3 business days.
You can see our shipping times at delivery page
DO YOU SHIP TO MY COUNTRY?
We ship to selected locations only. Please visit our delivery page to find your country. If your country is not listed feel free to reach out to our team (e-mail hello@muniocandela.eu) to arrange a special delivery.
WHAT ARE THE SHIPPING CHARGES AND DELIVERY TIMES?
Please find more information on delivery page
Please note that shipping time may vary during Christmas holiday season as well as if there are local holidays in shipping or receiving country.
WILL THE ORDERS BE DELIVERED TO MY HOME?
We ship with DPD or TNT. All orders will be delivered at your door. Please provide a phone number for smoother delivery.
IS IT POSSIBLE TO PICK IT UP?
Yes, it's possible to pick up your order in Latvia at Munio Candela office, Andrejostas street 4a, Riga.
I PLACED AN ORDER BUT I DID NOT RECEIVE THE CONFIRMATION E-MAIL.
If you haven't received your order confirmation e-mail please e-mail us at hello@muniocandela.eu. If you have paid with credit card, please,check your bank statement if the money has been transferred to us. If you have paid with PayPal account please let us know your transaction number.
CAN YOU TELL US MORE ABOUT YOUR PRICES, CUSTOMS AND CURRENCIES?
The price of the item does not include additional fees, such as shipping cost and customs duty. You can check our shipping costs on delivery page.
Any payments made in other currencies than provided on website will be calculated accordingly with the exchange rate at the date of purchase.
Munio Candela is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use during the billing process in your local currency.
Munio Candela does not cover customs duty fees. Please check your local import policies before placing an order. We ship from Munio Candela studio in Riga, Latvia.
WHAT IS YOUR RETURN AND REFUND POLICY?
All returns and exchanges can be done within 14 days of receiving your order. You can exchange your purchase with a different item of the same value or have a full refund less the shipping cost. The returned/exchanged item(s) should be in the same condition i.e in its original packaging with all original tags attached. You may exchange an item only once. The customer covers all related return and exchange shipping or customs fees.
To expedite your returns/exchanges, please contact us via hello@muniocandela.eu, state your order number, the purchase date and reasons for the return/exchange.
We do not take responsibility for any items lost during the return shipping. If you do not contact us before returning the item, you run the risk of not receiving your refund or exchange.
There is a no refund policy during a sale unless there is a defect or any damage to the purchased item.
If your product is damaged, please contact us at hello@muniocandela.eu, state your order number, description of the issue and a photo of the product. We will either process a refund or ship a replacement.
If you haven't received your order or have received incorrect item please contact us at hello@muniocandela.eu
Are your items in the exact colors and size as i see on the website?
We try our very best to closely represent our products in our photos. However, as some computer monitors and screen settings vary, we cannot guarantee that the product on your screen will look identical to the one you receive. As all our products are handmade the size of some products may vary by 0.50 cm. If you have any concerns about the colors or sizes of our products please contact us at hello@muniocandela.eu.
IS MY ITEM IN STOCK?
We are usually fully stocked with all collections items. Should we be low on any styles in particular, it will be stated on the item page.
WHAT ABOUT YOUR WARRANTY DETAILS?
For any warranty questions please check product description on each product's page.
WHAT ARE THE PRODUCT INGREDIENTS?
All product ingredients are mentioned on each product's page under product description.
WHAT IS THE CANDLE BURN TIME AND DIMENSIONS?
For more detailed information please visit each product's page under product description.
WHAT IS THE EXPIRATION DATE?
We suggest to use your product within 2 years from the purchase date.
WHAT SAFETY PRECAUTIONS SHOULD I TAKE?
The wick - keep wicks trimmed to about 1cm. Keeping the wick short means your candle will burn at the right temperature and it will be less smoky. Re-trim the wick before every use. Center the wick after each burn.
Let it melt - Each time you light your candle, allow the top surface to melt completely. Giving the wax a chance to melt so that the whole top surface is a runny liquid, will mean your soy wax candle will melt down correctly and at an equal rate the whole way down.
Burn time - We recommend burning your candle for between 1 and 3 hours at a time for optimal results. If it burns for less than an hour, you may end up with wax sticking to the side of your glass container, which may reduce burn time and may drown your wick. Discontinue use when 0,5-1cm of wax remains at the bottom of the container
Burn candle within sight and never leave a candle unattended. Always keep pillar candles on a or fire resistant holder. Do not move candle when lit or the wax is still liquid. Glass containers may become hot to touch. Burn out of reach of children and pets. Burn away from other sources of heat. Place the candle on a stable and heat resistant surface to prevent damage to furniture. Ensure flame is kept away from flammable material. Keep away from drafts and vents.
HOW TO STORE PRODUCTS?
Do not store candles close by strong light sources such as sunlight or fluorescent light. Soy wax is sensitive to fluctuations in temperature. Candle surface could melt at temperatures above 30ºC. Soy candles are therefore best stored at room temperature, in a dry place and avoiding high temperatures. Candles may change the look at cold temperature. This is a normal feature of soy wax and does not affect the performance of the candle. Candles that are poured into glass may have areas where the wax appears not to be adhering to the glass. It will not affect candle burning. Store candle in a cool, dry place and away from direct sunlight.
Do you have any questions that weren’t covered by our FAQ? Please contact our helpful customer service team at hello@muniocandela.eu and let us know how we can help. Please allow two business days for us to respond to your inquiry. Do include your order details (if related) so we can expedite your case.