Below are some Frequently Asked Questions regarding: DW Home Loyalty Program, Candle Maintenance, and Candle Ingredients
Question: Why is my candle releasing soot?
Answer: Soot is a natural occurrence for any candle. If your candle is continuously releasing soot, it can be the result of carbon build-up on the wicks, not trimming the wicks of the candle, over-burning the candle, or burning the candle in an area that is receiving a draft from a vent.
Tip: If you are experiencing excess sooting, try trimming your wicks to 1/8’’, moving your candle to another location, or extinguishing your candle if it has been burning for more than 3-4 hours.
Question: Why isn’t my candle releasing a strong fragrance?
Answer: Fragrance is subjective, and some fragrances are stronger than others. Try to move the candle to another location.
Rule of thumb: single wick candles for smaller rooms, double wick candles for medium sized rooms, and triple wick candles for larger rooms.
Question: Why is my candle tunneling? (Wax build up on the edges of the candle)
Answer: When a candle tunnels, it is likely that the candle has not been burning long enough for the wax to pool from edge to edge.
Tip: If the candle has begun to tunnel, burn the candle for 3-4 hours to allow the candle to self-correct. Continue to burn in 3-4 hour increments until the candle self- corrects.
Question: Why isn’t my wick staying lit?
Answer: Wax and fragrance can occasionally clog the wick.
Tip: Extinguish the flame, wait for the candle to cool, trim the tip of the wick, then twist the wick with your fingers to loosen the fibers in the wick. This will allow for the fragrance and wax to more freely absorb through the wick.
Question: What type of wax is used in the candles?
Answer: Our candles are made from proprietary wax blends that include coconut, palm, and small traces of refined paraffin. Additionally, our candles are non-toxic for humans and pets.
Question: How many ounces of wax are in each candle?
Answer: Depending on the candle's vessel, the average ounces will vary.
For our Signature Candles, the average ounces of wax per size is:
Single Wick: 9 oz.
Double Wick: 15 oz.
Triple Wick: 13 oz.
Question: Do your wicks contain lead?
Answer: Our wicks are 100% cotton and contain no traces of lead
Question: Are the candles made with natural fragrances?
Answer: Our candles contain essential, natural, and synthetic oils.
Question: Are your candles vegan and cruelty free?
Answer: Yes, our candles are 100% vegan friendly and cruelty free, as they do not contain any animal products, nor have they been tested on animals.
FAQ: DW Home Loyalty Program
Question: Can I combine my Candle Cash with a discount code?
Answer: No, Candle Cash cannot be combined with any discount codes. A customer can use Candle Cash on one order then a discount code on a separate order, but the two cannot be combined.
Question: Do my DW Home Rewards expire?
Answer: Yes. Rewards Points must be redeemed within 1 year and Candle Cash must be used within 6 months of being redeemed.
Question: What happens to my Rewards Points if I return a candle?
Answer: If a candle is returned or refunded for any reason, the points earned for that candle will be deducted from the customer’s Loyalty Program.
Question: Can I receive Rewards Points for DW Home candles purchased outside of the DW Home website?
Answer: No. Rewards Points can only be acquired through purchases made on the DW Home website.
Question: Can I receive free shipping if I apply Candle Cash to an order?
Answer: Yes. Free shipping can be applied on any order over $75. If Candle Cash is used on an order, free shipping will automatically apply at checkout as long as the total remains over $75 after Candle Cash has been added.
Question: Does my DW Home Loyalty Tier Status (Bronze, Silver, Gold, or Platinum) remain the same each year?
Answer: Yes. You can remain in the same tier as long as the sufficient points per tier are acquired each year.
Example: To remain in the Silver Status, a customer must maintain 500 or more points each year to maintain the Silver Status. If Rewards Points drop below 500, the status will move from Silver to Bronze. If Rewards Points increase to 1500 or more, the status will move from Silver to Gold.