FAQs
ORDER
How to order?
Order can be placed through:
Email to duftandchandelle@gmail.com
Line Official to @duftandchandelle (with @)
WhatsApp Business to +62822111690
Contact form on this website
Web order through this website.
Kindly note we have two separated pages for global (international) and domestic (Indonesia) orders.
What is my order status?
Most orders will be processed D+1 after payment, Monday to Thursday excluding public holiday.
However please allow up to 3 working days for the goods to leave our warehouse.
Please contact us for shipping receipt should you have not received your order within the designated time frame.
What are the accepted payment methods?
Orders through Domestic Shop (Indonesia) will be processed through Midtrans with acceptable payment methods of bank transfer, GoPay and credit cards.
Orders through Global Shop (International) will be processed through PayPal with acceptable payment methods of PayPal balance and credit cards.
What are the available shipping methods?
All orders will be dispatched from Jakarta, Indonesia.
Indonesia
Our default shipping method throughout Indonesia is via JNE YES, otherwise requested.
Commercial instant courier (GoJek) or our private courier are also available upon request, please contact us prior placing your order.
Global (International)
Asia orders will be shipped via City-link and any other countries will be shipped via FedEx.
Other shipment methods such as EMS, DHL, UPS, etc are available by request.
Kindly contact us to get an exact quote on the shipping cost.
Do you have any gift wrapping service?
Yes definitely!
Our standard gift wrap is available for the capacity of single or double candles.
For any other capacity, we will be able to find a custom box for your gifts.
Simply contact us to consult on your options.
All gift wrapping comes with a ribbon, wrap paper and gift tag.
PRODUCT
What is soy candle and why is it better than other candles?
All of our candles are made using premium quality of soy wax and we only use 100% soy wax. This type of wax is softer and more prone to heat- though the scent throw is not as strong as paraffin wax, it is a cleaner and healthier option as it is naturally derived.
Soy candles produce less soot and does not disrupt your other senses (ie. sense of taste when eating with the candle on).
Duft and Chandelle candles are water soluble, which is easy to be cleaned if spilled on surface or fabric.
Why my candle only burns in the center?
This is called tunneling- when the candle only burns in a small diameter and not throughout the surface.
To avoid tunneling, first burn on a new candle is important. Make sure the new candle is burnt until the top surface is completely melted, this will take around 3-4 hours on our 9OZ candle and 1-2 hours on our 3OZ candle.
To fix tunneling, make a dome with aluminium foil to cover the candle as a lid. This will ensure the heat is transferred evenly across surface.
How to get rid of the black smoke from the candle?
Give the candlewick a good trim to 1cm after each burn. A mushroomed wick top is a good indicator that it needs to be trimmed. This will ensure the next burn is clean from black smoke and soot.
Why is the candle I received has an oil spot on top?
Some of the candles you receive may have of what we call a ‘candle sweat’, this will not affect the scent throw or the burnability of the candle.
This is an occurrence of which the candle is exposed to heat, possibly during shipping in transit.
To fix, simply dab the surface with paper towel, or place them in cooler temperature area to dry it up.
Why is the candle I received looks like it does not adhere to the container?
Some of the candles you receive may have of what we call a ‘wet spot’, this will not affect the scent throw or the burnability of the candle.
This is an occurrence of which the candle is exposed to a cold temperature, possibly during shipping in transit or storing.
To fix, simply place them in a room temperature area.
Why the candle scent throw is not strong enough?
This is affected by few factors such as the size of the room, the airflow of the room, the duration of the burn, etc.
Larger candles reach wider space and area, if you have a small candle, you will need more than one to cover bigger space with the scent.
Candles also need to be placed in a space with good airflow, so the scent is dispersed properly across the room.
Remember, the wider the melted pool, the stronger the scent gets. That being said, optimal scent throw wouldn’t be reached in minutes.