Frequently Asked Questions

GENERAL INFORMATION

Q: Is there an actual BASIL & RUE Candle Co. storefront?

A: Not yet! You can always buy all your favorite candles through our website at any time of day or night.  Also, make sure to follow us on Facebook and Instagram for announcements on pop up shops and street fairs where you can come visit us in the flesh!

 

Q: Where are the candles made?

A: BASIL & RUE is located in Philadelphia, PA. All our fabulous hand-poured candles are made right here and shipped out across the United States!

 

Q: Do the candles ever go on sale?

A: Yes! In addition to our regular sale offerings, we create unique promotions and sales all year round. Make sure to subscribe to our B&R Newsletter and follow us on Facebook and Instagram so you won’t miss out on any awesome sales!

 

Q: Does BASIL & RUE make any other scents besides the Signature Collection?

A: We sure do! Every season we introduce some NEW and some Old Seasonal Scents for a limited time.  Like our favorite Pumpkin Spice in the Fall!

 

Q: What are the candles made of?

A: All our candles are hand crafted in all-natural soy wax with our own blend of essential oils and phthalate free fragrance oils.

SHIPPING & RETURNS

Q: How long does it take to process my order?

A: We ship domestic retail orders 1-2 business days after an order is placed. Wholesale orders ship anywhere from 1-10 business days after order is placed. Most wholesale orders are made-to-order.

 

Q: I placed my order, but haven’t received a tracking number yet.

A: No need to stress! We ship domestic retail orders 1-2 business days after an order is placed. You should receive a shipping notification with tracking information once your order leaves our studio.

 

Q: How long until my order arrives?

A: USPS Priority Mail is typically delivered within 1-3 business days, while USPS First Class usually takes 2-5 business days. You should receive a shipping notification with tracking information once your order leaves our studio. Please let us know if you need your order expedited and we will try our best to accommodate!

 

Q: Uh oh! My order arrived incorrect.

A: At BASIL & RUE, all of our products are carefully inspected before they are shipped. Unfortunately, sometimes mistakes happen. If your order arrives incorrect, please contact us immediately to correct and exchange the items.

 

Q: Uh oh! My order arrived damaged.

A: We will replace or refund products damaged during shipment if photographic proof of damage is submitted to BASIL & RUE within 7 days of delivery. In the event the package is damaged during shipping you may return your unused candle(s) for a full refund of your purchase price, less shipping and handling within 14 days of delivery.

 

Q: Uh oh! I’m not happy with my order.

A: At BASIL & RUE, all of our products are carefully inspected before they are shipped. Due to the nature of our products, used candles cannot be returned or refunded. You may exchange your unused product for another candle of the same size and price within 14 days of purchase. The buyer is responsible for shipping cost on all return items.

 

Q: Do you wholesale?

A: Yes! Please send us an email to be considered as a wholesale partner.

 

Q: Do you ship internationally?

A: No. Unfortunately, at this time we are not shipping candles internationally, but we will be soon!

CANDLE CARE

Q: Should I trim the candle wick?

A: Yes! The wick should always be trimmed to 1/4 of an inch before lighting. Take care to trim the wick when the wax has dried, and always keep the wax pool free from debris and wax trimmings.

 

Q: My candle isn’t burning evenly. How do I prevent this?

A: This is called tunneling and it is totally preventable! When you light your candle for the first time, make sure let the wax melt all the way to the edge before blowing your candle out. This will ensure that the candle will continue to burn evenly across with each use.

 

Q: My candle is giving off a lot of black smoke.  What should I do?

A: Blow the candle out! Once the wax has hardened, trim wick to 1/4 of an inch and make sure you move the candle to an area where there is no draft. When the wick is too long, or catching too much of a draft, the flame can get too high which leads to black smoke.

 

Q: There are small whitish crystals on top of the wax. What is this?

A: This is called frosting and it’s completely normal! Frosting is a natural occurrence with soy candles and usually happens during the cooling process, especially when things are added to the wax — such as fragrant oils. Don’t worry! Frosting has no effect on the candle burn or fragrance.

 

Q: What if I spill the wax?

A: Since your BASIL & RUE candle is made if soy wax, clean-up is super easy! Just wet a rag with warm water and the wax will wipe right up! Wet or dry.