FAQ's

Why do some candles tunnel?
My Candle is smoking what do i do?
How long do the reed diffusers last for?
Are any Skye Candles products tested on animals?
Do you only use Essential Oils?
Do you offer sample packs?
How do I use my promotional code?
Can I change or cancel my order?
How can I see when my order has been dispatched?
What are your Delivery times?
My item hasn’t arrived yet?
I have received the wrong product, what do I do?
Is your website secure?
Returns & Refunds

The main reason a candle will “tunnel” will be because it’s a cheap wick being used in it. Here at the Isle of Skye Candle Company, we only use the best quality wicks to make sure this is minimised. We use thick linen wicks that will burn out to the side within a couple of hours, ensuring that if burned as instructed, you will be left with nothing but the metal wick sustainer.

If your candles flame is too big or you have some debris in your jar this can cause your candle to smoke. Luckily this has an easy solution. Trim your wick until it's around 1cm tall and remove any debris from the melt pool of wax.

We say that our reed diffusers last approximately 10 weeks but in all honestly they can last a lot longer or sometime a bit less. This is because it varies so much based on room temperature, air flow, direct sunlight, how many reeds you insert etc etc. This is why we say approximately because for most people it will last a lot longer but we never want to disappoint people with false claims so we say a modest 10 weeks.

No we would never use or have products that are tested on any animal, we love them all too much!

Although we started off making candles only using only essential oils we found that after a while we couldn't quite get the fragrances range our customers wanted using only these oils. We did a whole lot of research into fragrance oils before we even considered using any as we didn't want to compromise our candles quality but we were pleasantly surprised to find only good things. The company we use for our fragrance oils make them using the same chemical compounds that the plants they are re-creating have, giving them the exact same fantastic smell but with a better more concentrated fragrance. To this day we still try and balance using essential oils in our products where-ever possible to give those aromatherapy benefits but we don't claim to use them exclusively.

Unfortunately, we cannot do samples at this time but we are looking into doing some sample packs since they haven’t invented smellograms for the internet yet.

To apply a promotional code to your basket, simply enter a valid code when at the checkout page and hit redeem. Please note only one promotional code can be used per order.

t’s no problem to cancel or amend your order, just give us a call on 01471 820 145 or send an email to info@skyecandles.co.uk as soon as possible so we can help you to sort it out.

If you log in to your account (beside the checkout page) you can view your order status, amend your address and see your order history.

Please see our Delivery Page for full information regarding delivery times.

If you haven't received your order after the delivery period has ended, please get in touch either by phone on 01471 820 145 or send an email to info@skyecandles.co.uk.

If you haven't received your order after the delivery period has ended, please get in touch either by phone on 01471 820 145 or send an email to info@skyecandles.co.uk.

It certainly is, when you order online with us, we use Secure Socket Layer (SSL) encryption technology so you can be safe that your order will be placed safely and securely.

RIGHT OF CANCELLATION

The United Kingdom’s Distance Selling Regulations 2000 provide you with a right to cancel your order for products at any time up to the end of the seventh working day following the day after the day on which you received the products. You do not need to give us any reason for cancellation. If you wish to cancel your order please email us: info@skyecandles.co.uk or call us: 01471 820 145 (Mon – Sat, 10am-5pm) with details of your cancellation. If you have already received the products you must carefully repackage and return them to us at the returns address shown below. Until you have returned the products to us, you must keep them in your possession and take reasonable care of them. We will credit the price of the cancelled products once we have received and checked that they are in a re-saleable condition. We will not refund any postage costs incurred.


DAMAGED GOODS

We will take great care to ensure that you receive your goods in perfect condition and that they are in good working order. However, if your goods are damaged or faulty, please email: info@skyecandles.co.uk within 3 working days of receipt of your order. We will either replace the goods or arrange a refund as appropriate. We will also pay you the cost of the return postage. Upon contact we will issue you a returns number (which you will need to include in the package) and instructions on how to return the goods to us. You will need to obtain a proof of posting certificate from your Post Office for us to be able to refund your postage costs.


RETURN ADDRESS

Isle of Skye Candle Company

Old Post Office Yard

Ford Road

Broadford

Isle of Skye

IV49 9AB


For all goods returned, we recommend that you use a secure delivery method which requires a signature upon delivery such as Royal Mail First Class (Recorded Delivery) as you will be responsible for the goods until they are received by us.

Free Delivery

On all UK orders over £39.

We Ship Worldwide

No matter where you live, we will make sure you get your candle fix.

Contact Us

Call us on 01471 820 145, 9am-5pm GMT