Frequently Asked Quetions
Are Theia Fragrances products vegan friendly?
Yes, all products produced and sold by Theia Fragrances are vegan friendly. We make our candles from a blend of 100% coconut and soy wax. All products are free from animal testing, free from parabens, PEGS and contain no animal by-products.
Why are some fragrances stronger than others?
Fragrances can vary according to different factors such as the fragrance style, the fragrance notes used and their concentration. Here at Theia Fragrances, we assess the character of the fragrance before calculating its level of usage in a candle. Our mood, level of alertness or the environment in which we smell also play a major role in how we experience a fragrance. For example, a fragrance we smell at 8am may be perceived differently between 1pm and 3pm, when our body's circadian rhythm is at its most sleepy. For this reason, we always evaluate our fragrances before midday.
Additionally, some fragrances act similarly to a cloud, building over time in a room and lingering, whilst other fragrances are vivacious and outgoing.
Please note: the strength of each fragrance also depends on other factors, such as the size of the room the candle is being burnt in and the length of time it is being burnt for. For example, a 110G candle will likely not fill a large living space as it is not designed to do so. Similarly, a 385G candle placed in a bedroom, will likely be quite strong and cause an overload of senses as a result.
My candle no longer smells as strong, why is that?
After approximately 10 minutes into burning any given fragrance, our body experiences what we call "sensory overload" or "olfactory fatigue". This means that our brains have had enough of that particular smell therefore, switches the brain off so we no longer smell it. It is a protective mechanism of the body. If you can no longer smell the candle, it does not mean the scent has disappeared, it is more likely your brain has switched it off. To overcome this, leave the room for 10 minutes, clear your nose with fresh air or coffee beans and re-enter the room. You should immediately notice the smell again.
How long do your candles burn for?
Please see the following indications for all Theia Fragrances products:
215G = up to 30 hours
110G = up to 20 hours
Please note: Theia Fragrances aims to ensure all of our products are as long lasting as possible. However, burn times do vary based on a variety of factors. These factors include candle maintanence (whether wicks are being properly trimmed), the length of each continuous burn time (a longer burn that results in a deeper melted wax pool has a tendency to evaporate faster), candle placement (air-conditioned and drafty areas may affect burn time), and the age of the candle. To get the most out of your candles, we advise following the candle care instructions provided in each order.
Why do I need to burn my candles for more than 1 hour and less than 4 hours?
If you do not burn your candles for a minimum of 1 hour at a time, thereby allowing the wax to melt evenly from one edge of the candle vessel to the other edge, you will find your candle will develop a 'memory ring'. Once a memory ring has been formed, your candle will continue to tunnel, which means that for the remainder of its lifespan, it will not burn evenly from one edge to the other.
Whereas, if you burn your candle for more than 4 hours at a time, your wick will likely begin to "mushroom". In wood wicks, this occurs when the wood starts to curl over the top of itself. This mushrooming can cause the wick to become unstable as the flame may grow too large and your candle may begin to smoke. Therefore, it is important to follow all safety instructions.
Wooden Wicks
Are wood wick candles safe?
Yes, the wood wicks we use are FSC certified, derived from natural resources. They contain no harsh chemicals, making them safer than traditional cotton wicks.
What are the benefits of wood wick candles?
Not only are wood wicks dervied from all natural resources, they are also known to release a stronger scent throw and heat wax evenly, providing an even, clean burn that is soot-free. As an added bonus, they provide a soothing crackle aesthetic whilst burning.
Do I need to trim my candle wicks?
Yes, we advise you trim your candle wicks to 1/4 inch prior to every burn. Trimming your wick regularly helps control the amount of melted wax (i.e., fuel) that the candle has access to thereby ensuring a clean, even burn every time, which prolongs the lifecycle of your candle.
Black smoke is coming from my candle, what should I do?
All candles regardless of wick used will produce black smoke if you burn them for long enough. To avoid this occurring, simply trim the wick to 1/4 inch before each burn to get rid of the smoke. Similarly, if you do not trim your wick regularly enough, black smoke will occur. Trimming the wick ensures the candle is safe for the environment and makes it last longer.
I accidentally cut my wood wick too short and now my candle won't light, what should I do?
If your candle lights for a short period of time and then puts itself out, try using a napkin to soak up the melted wax and then relight once the wax is hard again as this should make it go back to normal.
If your candle is not lighting at all, scrape off some of the wax that surrounds the wick and try lighting it again.
Orders & Payments
What currency is your site listed in?
All products listed on our website are in AUD. However, at the bottom of our website, you have the option to change the currency (beware of exchange rates).
What payment methods do you accept?
We currently accept Visa, Mastercard, American Express, PayPal, Shop Pay, Apple Pay, Google Pay and Afterpay payments.
What are your processing times on orders?
Once your order is placed, there is a 24 - 72 hour processing window before your order is shipped. We do our absolute best to get orders processed and shipped as soon as possible. However, we create, produce and distribute all candles and wax melt products ourselves therefore, this timeframe may slightly differ during peak periods.
Please note: we do not process or ship orders on weekends or public holidays so if you place your order on one of these days, it will be processed the following business day.
I just placed my order, when will I receive it?
One you have placed your order, it will take 24 - 72 hours to process (please see 'What are your processing times on orders' for more information). Shipping within Australia will take approximately 2 - 4 business days to arrive using express shipping, and 4 - 8 business days to arrive using standard shipping.
Please note: due to the current delays Australia Post are experiencing, these timeframes may differ. You will find all your shipping information, along with your tracking number in your confirmation email.
How do I purchase a gift card from Theia Fragrances?
You can purchase a Theia Fragrances through our online website here. Our gift cards are available in $20, $50, $75, $100, $150 and $200 denomonations and will be sent to your inbox once your purchase has been completed.
How do I use a gift card to make my purchase?
There are two ways to use a Theia Fragrances gift card. Simply go to the checkout when you're ready to pay and select the credit card option. You will be prompted to supply the card details - this is where you will enter your gift card number.
The alternative option is to enter the gift card number into the 'discount code' section at checkout. After entering the number, click 'apply' and your gift card will automatically apply to your cart.
If you require help at any time with your gift card, please contact us here and we can assist you.
Can I change my personal details once I've placed an order?
Unfortunately, once you have finalised your order, we are unable to change the personal details provided.
Shipping & Delivery
How much does shipping cost?
The shipping cost will be determined at the checkout based off your shipping destination. We offer a flat rate of $5 standard domestic shipping within Australia (express domestic is available), $10 flat rate standard shipping to the USA and Canada and $15 flat rate standard international shipping to other destinations through Australia Post.
Do you ship internationally?
Yes, we offer standard international shipping to over 41 countries (and 200 regions) within New Zealand, The United States of America, Canada, The United Kingdom, Ireland, France, Germany, Italy, Netherlands, Norway, Spain, Sweden, Switzerland, Albania, Austria, Belgium, Bosnia and Herzegovina, Brazil, Bulgaria, Cyprus, Denmark, Estonia, Finland, Greece, Hungary, Iceland, Kosovo, Malta, Montenegro, Myanmar (Burma), Poland, Portugal, Romania, Russian Federation, Serbia, Slovakia, South Africa, Turkey and Ukraine.
We use standard shipping for international customers. Your eligibility for international shipping will be determined at the checkout based on your shipping destination. Please see 'How much does shipping cost?' for more information on our flat rate shipping.
How long does express shipping take to arrive?
For shipping within Australia, we generally advise allowing 2 - 4 business days for express shipping items to arrive.
Please note: due to the current delays Australia Post are experiencing, these timeframes may differ. You will find all your shipping information, along with your tracking number in your confirmation email.
How long does standard shipping take to arrive?
For shipping within Australia, we generally advise allowing 4 - 8 business days for standard shipping items to arrive.
Please note: due to the current delays Australia Post are experiencing, these timeframes may differ. You will find all your shipping information, along with your tracking number in your confirmation email.
How long does international shipping take to arrive?
For international shipping, we generally advise allowing 6 - 27 business days for items to arrive.
Please note: due to the current delays Australia Post are experiencing, these timeframes may differ. You will find all your shipping information, along with your tracking number in your confirmation email.
How can I track my order?
We offer tracked express domestic, standard domestic and standard international shipping through Australia Post. Upon successful processing and shipment of your order, you will receive an email with a tracking number.
Returns & Exchanges
What is your returns policy?
To visit our full returns policy, click here.
Do you have an exchange policy?
Yes, to view our full exchange policy, click here.
I've received my order but I don't like the smell, what should I do?
In the event you are not completely satisfied with your purchase, you may return it to us for a full refund or exchange within fourteen (14) days of the original purchase date. However, all returned items must be in a new and un-used condition and must be returned in its original packaging. Please note that you will be responsible for all return shipping costs.
If you wish to return your purchase, please contact us here. If your return is accepted, we’ll send you a return shipping label, as well as details on where to send your return. Items sent back to us without first requesting a return will not be accepted.
I've received my order but it is damaged, what should I do?
We are truly sorry to hear this has happened. Here at Theia Fragrances, we try our absolute best to ensure our products arrive in good condition to our customers and take precautions with our packaging to ensure the safe journey of our products.
In the event you have received an order that is damaged, you may contact us for a full refund or exchange within fourteen (14) days of the original purchase date. Please note that we require photographic evidence of the damage.
If you wish to return your purchase, please contact us here. If your return is accepted, we’ll send you a return shipping label, as well as details on where to send your return. Items sent back to us without first requesting a return will not be accepted.