FAQ
Please check out the questions and answers below. You can also reach out to our customer service team here. We also offer chat below, or you can email us directly at: hello@nolacandles.co.nz
GENERAL
Where is NŌLA Candles products made?
All products from NŌLA Candles are proudly handmade in small batches in our workshop in Wairarapa, New Zealand.
Why was NŌLA founded?
NŌLA Candles was founded when Liv struggled to obtain employment with a huge twin belly & so she created a job for herself. She now works diligently in efforts to remain a stay at home mum, squeezing emails and orders in between naps & manufacturing products after bedtime.
Why does NŌLA support The Neonatal Trust?
Noah & Isla came a little earlier than expected at 34 weeks gestation and so they spent some time in The Neonatal Unit in Wellington Hospital. Because of this, NŌLA has decided to donate 10% of profits to this charity in hopes of helping other families who had similar experiences.
Does NŌLA have a brick & mortar/physical store?
We do not have a brick & mortar, however, we are stocked in stores around New Zealand. If you would like to check if we are in any stores near you, please see our stockist page.
Do you recycle the jars?
We certainly do! We have a huge environmental focus and therefore, would love the opportunity to recycle jars. Please get in touch with us if you any jars that you would like to return.
Where did my favourite scent go?
Do you wholesale?
Yes we do. Please contact us to apply.
ORDERS, SHIPPING & RETURNS
Do you offer free shipping?
Yes we do! On all NZ orders $125+
Shipping options are shown at checkout and will vary depending on the delivery address. All orders come with tracking which will automatically be emailed to you once the package is ready to ship. Please check your spam folders if you haven't received tracking information. All candles are dispatched from our little studio in Wairarapa, NZ the following day we receive an order via courier. Estimated delivery time is 1-3 days following dispatch.
- NZ Nationwide Standard - $8.50
- NZ Nationwide Rural - $13.50
- Australia Nationwide - $29
- Free NZ Nationwide Shipping On Orders $125+
Do you ship internationally?
Yes, we do! Currently you can order through our website for Australia and NZ. For all other international locations please contact us for a quote.
We try our best to get any packages off as soon as possible as it can take a couple of weeks in transit. We provide a tracking number with each order so the package can be tracked on its journey.
Australian Nationwide Shipping - $29
How long will it take to receive my order?
We usually will package everything up to be picked up the following day and will usually be delivered between 1-3 days. We will allocate a tracking number so you can track the progress.
How can I track my order?
Once you place your order online, you will be able to see the details of the purchase, follow its preparation and see shipping updates in the My Account area.
What payment methods do you accept?
Our Shopify payment options are: Visa, Mastercard, American Express, Union Pay, Shop Pay, Apple Pay & Google Pay. As well as Afterpay.
I would like to return my item
We are sorry that you are not loving your product! We understand that purchasing fragrances online can be tricky so we offer a 14 day no-question-asked return policy on all unused items.
WOODEN WICK CARE
My candle won't stay lit?
When wooden wicks are having trouble staying lit, this is usually because the wick needs to be trimmed. If problems persist after the wick has been trimmed, please get in contact with us so we can figure out what's going wrong.
The flame is very small?
If the wick has been trimmed too short, the wax can drown out the flame. If you take a bit of paper towel/tissue and absorb some wax, this should allow the flame to thrive. Please be careful when doing this and do not place the tissue directly over the flame.
If the candle has been burning for a while, this may be because the wick has been burning for too long and needs to be trimmed. Extinguish the flame & trim the wick before relighting (we recommend letting the candle cool before doing so).
How do I trim a wooden wick & how short?
No fancy scissors required! Just pinch or crack the charred wood off. The best length is 1/4 of an inch or 5-6mm
Why are wooden wicks better than cotton wicks?
Wooden wicks are a much more sustainable option than cotton wicks. Cotton required an astronomical amount of water during production; whereas one tree can produce thousands of wicks. Wooden wicks also burn cleaner, give off a better scent throw and create a cozy ambiance through the crackle sound they give off.
