Frequently Asked Questions
Below are some Frequently Asked Questions regarding: DW Home Loyalty Program, Candle Maintenance, and Candle Ingredients
DW Home Loyalty Program
Candle Maintenance
Fragrance Ingredients
Returns
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.
Yes. Rewards Points must be redeemed within 1 year and Candle Cash must be used within 6 months of being redeemed.
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.
No. Rewards Points can only be acquired through purchases made on the DW Home website.
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.
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.
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.
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.
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.
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.
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.
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.
Our wicks are 100% cotton and contain no traces of lead
Our candles contain essential, natural, and synthetic oils.
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.
DW Home does not cover return shipping costs or services.
Purchases made on www.dwhome.com may be returned by the customer for any reason within 30 days of shipment if the product is unused, and in new and original condition.