FREQUENTLY ASKED QUESTIONS

Currently we only deliver orders within Australia, New Zealand and Asia Pacific. However, we are in the process of extending our delivery service to include more international postage. Keep checking back on our website for future developments.

Australia: -Standard delivery is usually 4-5 BUSINESS days -Express Post delivery is usually 2-3 BUSINESS days. ​ New Zealand: -Standard delivery is usually 8-12 BUSINESS days -Express Post delivery is usually 4-8 BUSINESS days. ​ Asia Pacific eg. Philippines: * -Standard delivery is usually 10-18 BUSINESS days -Express Post delivery is usually 6-10 BUSINESS days. ​ *Asia Pacific countries include only the following: American Samoa Bangladesh Cambodia China Cook Islands Fiji French Polynesia Guam Hong Kong India Indonesia Japan Kiribatl Laos Macao Maldives Marshall Islands Micronesia Nauru New Caledonia Niue Nepal North Korea Northern Mariana Islands Pakistan Palau Papua New Guinea Philippines Pitcairn Samoa Singapore Solomon Islands South Korea Sri Lanka Taiwan Thailand Timor-Leste Tokelau Tonga Tuvalu Vanuatu Vietnam Wallis and Futuna ​ Rest of the World: We are not currently taking orders. Please keep checking for more international postage updates ​ Note: Peak season such sale periods, Christmas and exceptional circumstances are beyond our control such as bad weather or courier delays may cause deliveries to take a little longer thank expected. We ask for your kind understanding on this matter. Thank you in advance.

We will happily exchange your product if you have been sent the wrong product, or if upon receipt, the product is damaged or in any way faulty. Returns are not accepted if you change your mind after you receive your order. If you have accidentally ordered the wrong item, we are happy to change your order for you as long as it has not yet been dispatched. Just drop us an email at santoandhiraya@gmail.com as quickly as possible, and we will do our best to change your order for you. After all, we want you to 100% fall in love with your product and have a sensational experience!

Our candles are made with the most eco-friendly wax available on the market today; a beautiful creamy white Coconut wax made from the cold pressed meat of the coconut. Coconut trees are considered to be a sustainable 'high yield crop' (1 tree = lots of coconuts!) with natural crop renewal per hectare, which means that land is not being cleared to produce it season after season (deforestation), so it is both environmentally friendly and chemical free. The burn from coconut wax is beautifully clean, producing a gorgeous bright flame and sensational fragrance throw. Our production of coconut wax is free from toxins, GMO’s, the use of pesticides, and deforestation! The wax is made by a completely natural process, first by collecting the coconuts, chopping and shredding the coconut ‘meat’ and then cold-pressing the shredded coconut to extract the oil. This oil is then hydrogenated to produce a beautiful, natural creamy white wax. With an amazingly clean, long-lasting burn and superior fragrance throw, it is simply the best wax product available.

To enjoy the maximum amount of burn time from your Santo & Hiraya Premium Wooden Wick Coconut Wax Candle, follow these simple guidelines; ​ -Never leave a burning candle unattended. -Only burn on an even level, heat resistant surface. -Do not burn near flammable objects or draft areas. -The first time & every time you burn your candle, it is essential to burn long enough for the wax pool to reach the edge of the vessel. -Always keep your wood wick trimmed to 1/4 inch before each lighting and after use to ensure optimal burn time and flame height. -Before relighting your candle, clip the burned portion of the wick, taking care not to get any ash into the wax. -Only trim wicks on a thoroughly cooled candle. -Do not burn longer than 2 hours at a time. -Keep out of reach from children and pets. -Glass will become hot when lit, do not touch or move. Enjoy approximately 40+ hours burn time*. * The quoted burn time of each candle is approximate Climate, fragrance, and variance in burning habits will affect how many hours in total your Santo & Hiraya candle will burn.

We were taken back and deeply disappointed when we learned that the soy industry ranks second, just after the fashion industry, as a major contributor to global warming and deforestation. It came as a surprise to us. Although soy wax is derived from a plant, it is important to note that this does not automatically make it "organic" or "natural" as often claimed. Contrary to what marketers would like us to believe, the concept of "100% natural organic soy wax" is simply not true. Soy wax has been presented as an environmentally friendly product by the soy industry and well-intentioned, but uninformed, candle makers and marketers. In order to distinguish themselves in the market and generate significant profits, the soy farming industry giants take the lead in a chain involving misinformed manufacturers, suppliers, and mainstream media. They all echo the same misleading marketing claims, resulting in the widespread belief that soy wax is a chemical-free and "natural" product. In reality, soy wax is neither "natural" nor environmentally friendly. It undergoes a highly chemical-intensive process as a byproduct of the soybean industry, which is primarily based on genetically modified soybean oil (GMO). This cheap byproduct, originating from an industry that ranks second in contributing to over-farming and deforestation of natural habitats, goes through chemical distillation with hexane, bleaching with chlorine, deodorization with boric acid, and hydrogenation to transform it into a solid wax. Additionally, most soy waxes contain palm oil under the deceptive label of "vegetable wax." The intensive farming methods employed to mass-produce soybeans involve the application of extremely toxic pesticides, herbicides, fertilizers, and chemicals. These harmful substances seep into our waterways and air, causing long-lasting damage to the environment. Using such chemicals poses significant risks to the environment and our health. With the knowledge we have acquired, we are thrilled to be using coconut wax. Our wax is organic in its essence and crafted through a completely natural process. First, we gather coconuts and proceed to chop and shred the coconut "meat." The shredded coconut is then cold-pressed to extract the oil, which undergoes hydrogenation to create a beautiful, creamy white wax of pure natural origin. It offers an exceptional burn that is clean and long-lasting, while also providing a superior fragrance experience. We confidently assert that it is the finest wax product currently available. To reduce our carbon footprint, we source our coconuts from local suppliers in South East Asia. Coconuts are recognized as a sustainable crop, boasting high yields and crop renewal per hectare. Our coconut wax production is devoid of toxins, GMOs, pesticides, hazardous farming chemicals, and herbicides. Most importantly, it does not contribute to deforestation or global warming. Admittedly, our coconut wax carries a higher price tag compared to other options, but we firmly believe that we are making the best choices for our planet and our customers. We are confident that our customers will recognize the long-term value associated with our commitment to sustainability.

Your candle may be smoking because the wick is too long and it needs to be trimmed to the recommended height. If the wick has become too long, small amounts of unburned carbon particles (soot) will escape from the flame as visible wisps of smoke. To avoid this, always remember to keep the wicks trimmed to approx. 0.5mm before each lighting and after use. ​ Also, make sure there are no open windows or drafts when burning your candle, as this will disturb the airflow causing the flame to smoke, blackening the glass. In the case of blackened glass; extinguish the flame, allow the wax to cool to room temperature, wipe the blackened glass with a dry paper towel, relight, and your candle is as good as new. If a candle is continually flickering or smoking, it is not burning properly. Extinguish the flame, allow the candle to cool, trim the wick to 1/4 inch, make sure the area is draft-free, then relight and enjoy.

We use wooden wicks for the following reasons; REFINED AMBIENCE Similar to the sounds found at a bonfire or fireplace, wooden candle wicks make a crackling sound as they burn. Not only does the soft glow of the candle set the mood of the room, but the soft crackling noises are calming and soothing to the listener. The cut of a wooden wick gives your candle a modern feel, further adding to the improved ambiance of any room. ​ WOOD WICKS HAVE LONGER LIFESPANS Another benefit of wooden wick candles is that they burn for much longer than their cotton counterparts depending on size. For example, say you have one 10oz wooden wick candle and one 10oz cotton wick candle. Even if both are lit at the same time with similar conditions, the wood wick candle will burn much slower and out last the cotton wick candle. ​ WOOD CANDLE WICKS ARE SUSTAINABLE Everyone is looking to make more sustainable choices with their purchases, and wooden wicks are one way to accomplish this. Cotton production places a severe demand on the environment. On the other hand, wood wicks are harvested with sustainable forestry methods, and thousands of wicks can come from a single tree! ​ CLEAN AND EVEN BURN While you may love your candle, you probably hate the sooty residue it leaves behind. Several cotton wicks are treated with paraffin to help them burn easier. Still, this same paraffin releases harmful carcinogens into the air that can negatively affect the health of you and your family. Cotton wicks also tend to burn unevenly, leaving wax stuck on the sides of the jar while the middle burns away. Wooden wicks heat your wax evenly, allowing you to get the most out of your candle. Our wood candle wicks flame equally on all sides, giving you a clean and even burn that is soot-free. All you need to do is trim off the charred part of the wick, and you’ll have a bright and clean burn every time.

We only use mica powder to add colors and glitters in our candles. ​ Mica is a naturally occurring mineral found in rocks all over the world. The small, shiny flakes from the rocks are then ground down to form mica powder. The powder looks like a fine glitter and comes in a wide range of colors and effects which make great natural colorants. ​ The Micas we use are cosmetic grade and can be used for eyeshadows, nails, soaps and cosmetic products. Made of mica platelets coated with titanium dioxide, our colors are free of solvents and heavy metals. They comply to EU, US, Japanese regulations for cosmetics and are approved by FDA. Cosmetic grade Mica is used to add pearlescent sheen, metallic shimmer or iridescence to cosmetics, bath & body products and many more.

Absolutely not! We can guarantee that our fragrance suppliers do not test their fragrances on animals. The fragrances we use are vegan friendly and comply with the strictest global RIFM and IFRA standards.

As with any individual that is sensitive or who has individual health issues such as asthma and allergies, it is always possible that a particular fragrance might trigger a negative reaction. These individuals with known sensitivities to certain fragrances may want to avoid those fragrances also.

‘Tunneling’ is when the wick burns a hole straight down the middle of the candle, leaving a rim of solid, unused wax around the edges of the candle jar. Not only is tunnelling disappointing and unsightly, but it is also wasteful and greatly reduces the burn time of your candle. Ideally, you want a clean, even burn which uses all of the wax for maximum enjoyment. Our candles have been tested and are designed not to tunnel, however, if you find your candle is slightly tunnelling, here are some possible causes and ways to fix it: BURN TIME Tunneling may occur if the candle has not been allowed to burn long enough on the first lighting. The first time a candle is lit, the entire top layer of wax should melt into a liquid pool that reaches to the edge of the glass. Wax has a ‘memory’ so if, on the first burning, you don't allow it to burn long enough to melt the entire top layer, on the next burn the candle will not melt any further out that the first 'ring' of melted wax. This is why we recommend burning your Santo & Hiraya candle for a minimum of 2 hours every time it is lit (but NEVER more than 4 hours), allowing the candle to burn to the edges of the glass. If you notice your candle has not completely melted across the top layer, let it burn for a little longer. If your candle won’t stay lit because it is “drowning” in a wax pool, try using a paper towel to soak up the excess wax. Wait for few minutes and relight your candle. Repeat this process until your wick has room to breathe! DRAFT AND AIR FLOW Any amount of draft, disruption to airflow, air-conditioning, or mounting your candle on an uneven surface can cause tunnelling in candles. If the flame is blowing in one direction or heating up the wax more in one ‘hot spot’, this will encourage the formation of an uneven wax pool. Just remember to light your candles in a zero-draft area, and place on an even surface.

WARNING Please remember; CANDLES CAN CAUSE FIRES PLEASE FOLLOW THESE SAFETY GUIDELINES WHEN USING YOUR SANTO & HIRAYA FRAGRANCED CANDLE. FAILURE TO FOLLOW THESE INSTRUCTIONS CAN RESULT IN PERSONAL INJURY AND OR PROPERTY DAMAGE CANDLE SAFETY GUIDE Please follow these safety measures when burning your Santo & Hiraya candle: - Always trim your wicks to 1/4 inch before each lighting and after use. - NEVER burn a candle for longer than 3-4 hours per session. - Never leave a burning candle unattended. - Always keep candles out of reach of children and pets. - Never burn a candle near flammable objects, open windows and air drafts. - Glass may become very hot. Burn only on a heat resistant surface. - Keep candle wax clean of wick trimmings and other foreign objects. - Do not light candle if glass is cracked, chipped or damaged in any way. - Do not move a burning candle. Extinguish the flame first and allow wax to cool before moving. - Do not use the lid to extinguish the flame. - NEVER extinguish a candle flame / wax with water; it will expand and explode. - After you have extinguished the candle, make sure they are not smoking and that the flame is completely out and the wax cooled before you put them away CANDLE CARE To ensure maximum enjoyment and burning hours from your SANTO & HIRAYA candle, follow these important candle care guidelines: - Trim wicks to 1/4 inch before each lighting and after use. (Keeping wicks trimmed prevents a large, smoking flame from developing and prevents glass from blackening or overheating and cracking). - When the candle is first lit, allow it to burn long enough to melt the entire top layer of wax to form a liquid wax pool that reaches the edge of the glass. This will ensure your candle doesn't ‘tunnel ‘ on subsequent burnings. - Do not burn candle for less than 2 hours or for more than 4 hours at one time. - Burn candle on a flat, even, heat resistant surface. - Re-centre wicks after burning while wax is still molten. ​ The product information contained herein is for general information purposes only. SANTO & HIRAYA will not be liable under any circumstances for any loss or injury arising from the use of this product.

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