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We know how important it is to be informed about the small businesses you buy from. We’ve got answers to our most commonly asked questions so you feel confident in your Ambient Flames purchases.  

General

Yes, Ambient Flames products are proudly West Australian-made and owned.

Yes, Ambient Flames products are not tested on animals.

candles

Our candles are made from 100% professional-grade soy wax which is both natural and kosher.

At Ambient Flames, we use lead-free, textile-grade cotton wicks with a special paper filament core. This increases the rigidity and enhances burning qualities. Our wicks are specifically designed to bend at the tip into the hottest part of the flame contributing to a cleaner burning candle.

Candles can “tunnel” or burn unevenly due to the movement of air across the flame, which might happen if you place your candle under air conditioning or a draft. We recommend always positioning your candle on a flat, stable and heat-resistant surface, away from any noticeable drafts.

Tunnelling can also happen if you don’t follow the recommended burn time (see next question).

We know this seems like a strange rule! Burning for less than one hour will not ensure the wax is melted to the edge of the vessel. When this occurs, the candle forms a “melt memory” which will result in tunnelling. This will leave unmelted wax around the edges, may reduce the overall fragrance potency and eventually can even drown the wicks so the candle will not stay alight.

If you burn for longer than four hours, the candle wick can become quite long and may fall onto the side of the glass or overheat the vessel.

Yes. As the wax level drops, the wicks effectively become longer. To ensure a clean and safe burn, we advise that you trim the wicks to 6mm and ensure they’re upright prior to each new burn.

The black residue is caused from carbon being emitted as the candle burns. Candle wicks require trimming to about 6mm between burns, this process reduces the amount of carbon being emitted. If there is black residue around the rim of your candle vessel, use a damp cloth and wipe clean.

If you burn lower than this, there may not be enough wax left in the candle to absorb the heat of the flame, which can result in the vessel becoming very hot and/or cracking.

Reed Diffusers

Once opened, the Reed Diffuser liquid starts to oxidise. The fragrance oil in the diffuser interacts with oxygen which can affect its colour. Discolouring will not cause any issues with the performance or longevity of your Reed Diffuser.

A 200ml Reed Diffuser will last, once opened, up to three months. Environmental factors, such as direct sunlight and breezes, and the frequency with which you flip your reeds, may impact the life of your Reed Diffuser. For best performance, refer to the enclosed care instructions.

Yes. Over time diffuser reed sticks may become clogged with fragrance oil. We recommend replacing your diffuser reed sticks if you notice diminished fragrance throw.

Delivery & Returns

Standard shipping is calculated automatically via your postcode and the weight of your goods. Freight prices are set by Australia Post and are out of our control.

Please note that due to the high alcohol volume, orders containing more than 250ml of fragranced diffuser liquid are considered a Dangerous Good and are not eligible for free or express shipping. Any order containing more than 250ml of fragranced diffuser liquid will be sent via a courier and an additional $9.95 surcharge will apply on top of the standard shipping costs.

All delivery timeframes are calculated from the date of dispatch and serve as an estimate only. Ambient Flames are not liable to you for losses suffered or incurred due to delivery delays.

Orders are dispatched within 1 – 3 business days, however dispatch may be delayed up to 48 hours during peak promotional periods.

Once your item has been shipped you will receive an email from us with your tracking details. If you haven’t received this, please check your junk mail. If you need to get in contact with us about the whereabouts of your order, please email support@ambientflames.com.au.

No, we currently only ship within Australia.

Yes. Orders sent via Australia Post will require a signature on delivery. If no one is home to sign, a card will be left with directions to collect your order from your nearest Post Office. Orders sent via courier (this includes orders containing more than 250ml fragrance diffuser liquid) will also require a signature on delivery. 

Please email support@ambientflames.com.au with information and/or images detailing the issue and one of our friendly staff will be in touch.

We accept returns within 30 days of dispatch, provided products are unopened unused and in resalable condition. Please note shipping costs for returns/exchanges are at your own expense. We recommend using a registered service for returns. To enquire about making a return or exchange, please email support@ambientflames.com.au with your order number and details of the item/s you’d like to return.

As soon as your purchase is complete, we begin the handling and packing process to ensure your items arrive to you on time. If you have provided an incorrect or incomplete delivery address, please call 0412 657 889 Mon-Fri 9am-4pm AWST. Alternatively, if it is after hours email support@ambientflames.com.au and we will do our best to assist where your order has not already been dispatched.

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