FAQ

How long will delivery take?

Standard delivery will take 2-3 working days including Saturdays. Delivery time frame may vary due to bad weather conditions.

What happens if I don’t receive my order?

Please get in contact straight away and we will send out another candle or process a refund.

If my candle/candles arrive and It’s damaged can I get a refund?

Yes however you must notify Downtime Scents within 14 days of receiving the goods and photographic evidence will be required before processing a refund. Delivery charges are non refundable.

How long will my refund take?

Refunds will be processed back to the original method of payment in 3-5 working days.

What type of payment methods are available?

Are current payment methods are PayPal, Visa Debit, Mastercard, Maestro and American Express.

Do you deliver out with the UK?

Unfortunately not at the moment but will update our website if this changes.

How long should I light my candle for the first time?

To get the best use out of your candle on the first burn, allow to burn 3-4 hours to establish an even melt pool which allows the fragrance to disperse more completely in the room.

Why is there black smoke appearing from my candle?

The black smoke appearing from your candle is called soot. This usually occurs when the candle is placed near a draught or if the wick is too long which will cause the candle to flicker a lot. If soot starts appearing extinguish candle immediately.

What is the benefits of trimming the wick?

Trimming the wooden wick helps your candle burn more cleanly, efficiently and less soot will appear.

Why does my candle make a crackling noise?

This is due to wooden wick and is perfectly normal.

How long does my candle burn for?

Approximate 30 hour burn time.

Where do our wooden wicks come from?

The wooden wicks we use is made from US native, sappy fruit trees and are naturally processed and sourced from Forest Stewardship Council (FSC) certified mills and manufactured in the USA.