FAQs
General
Why '& Chai'?
We're proudly a British ESEA-owned small business, founded by sisters Michelle and Louise. After much experimentation (mostly using our favourite colours and foods!), we chose to name our business using our surname, Chai.
Where are you based? Where do you ship?
& Chai is based in Hertfordshire, England. We're a little studio, making all of our products by hand in small batches. We ship internationally to all corners of the globe, and always do a happy dance when spotting your orders come through!
How will my order be packaged?
Your order will arrive in a recyclable cardboard box, carefully cushioned by dissolvable packing peanuts. Our Soy Candles are wrapped in recyclable paper. We're always seeking to do good for the planet around us. We also try to reuse shipping products from our own studio, which is why your deliveries may look slightly different from time to time.
Selected a gift box? Their present will arrive encased in a Kraft candle box, nestled amongst foiled terrazzo tissue paper and bound with twine and a gift tag. Don't forget to let us know your gift message in the 'Notes' box at checkout!
Do you accept wholesale orders? How can I become a stockist?
We do! For all wholesale orders, please visit our Faire storefront or fill this form out.
Can we work together?!
Sure! Fill out this form and let's discuss ideas!
Soy Candles
What are your candles made of?
Our candles are crafted from 100% soy wax, which means they burn slowly and evenly, and are kind to the environment. We use sustainably sourced wooden wicks, and paraben- and phthalate-free fragrance oils. They're 100% vegan and cruelty-free!
Why is my candle tunnelling?
We always recommend taking care with your first burn of each new candle. You should burn it for a minimum of 3-4 hours to ensure a full melt pool (to the sides), so that it won't tunnel.
Why is there smoke when I light my candle? Why won't my candle stay lit?
Make sure your wick is trimmed to 5mm. You can use a trimmer, nail clippers or pinch the wick between your fingers before lighting. Do not burn your candle for more than four hours at a time. Extinguish it, let the wax set, re-trim the wick, and then relight.
Why is my candle frosting at the top?
Because & Chai candles are made from 100% soy wax, the wax will try to return to its natural state. This means the surface of your candle may frost or look uneven. This is completely normal and doesn't affect how your candle burns.