Luna FAQ's


Do you do wholesale or custom orders?

Yes, we are currently still accepting wholesale orders and custom candles for any event! Please email us at with your details.

Where can I find my order/tracking confirmation emails?

Once your order has been placed, you will receive an email with the order confirmation, then a shipping confirmation email containing the tracking number for your package. If you haven't received either of these emails, please check your spam folder to ensure it hasn't gone to junk! If you still can't find it, please reach out at

About our candles:

What are your candles made of?

We use 100% premium soy wax for a clean, slow burn. Our wax is composed of non-petroleum, renewable resources and derived from natural soybean.

How long do your candles burn for?

Our 250g, wooden wick candles burn for approximately 40-45 hours. Burning times are best achieved when candle care instructions are fully followed.

Why won’t my candle light? My wood wick keeps flaming out.

If your wood wick isn’t staying lit, it could mean that your wick is either too long or short.

If your wick is too long, the easiest way to trim your wick is by pinching off the top burnt bits with your fingers. You should regularly trim the wicks of your candles to ensure a crisp burn. We recommend a length of 3mm – 5mm.

If you have trimmed your wick too short, the wax around the wood drowns out the flame. If this happens, simply use a napkin to soak up the melted wax and you will see the flame growing stronger. If your candle is not lighting at all, scrape off some of the wax around the wood and light it again.

Why is my candle flickering or dwindling?

Wooden wicks are more delicate than traditional cotton wicks and can take more care and patience to maintain.

Relying on the natural properties of wood means that the flame may vary as the timber grain can vary between wicks. If your candle goes out, it has likely come across a 'glitch' in the grain, and relighting will generally move you past this. Some wood wicks can take a few goes to get started. A few relights may be required but once lit, it should burn well! We’ve had some experiences where it took 4-5 tries.

Are your candles safe for pets?

Yes! Animals are incredibly important to us, which is why all of our products are vegan and cruelty-free. We developed all of our scents with our furry friends in mind!

Why is the surface of my candle rough and bumpy after burning?

After burning, you might notice that the surface looks a bit bumpy and rough, which is actually the best way to know your candle is made from 100% soy. This happens because soy wax cools down and sets a little differently than other waxes. Many store bought candles contain unnatural additives to achieve the creamy smooth tops, and although synthetic additives can be used to help prevent frosting, we opted to keep our candles free from unnatural ingredients!

Candle care:

How do I properly take care of my candle?

  • When lighting your candle for the first time, burn for at least 2 hours to allow the top of the wax to melt completely. This will prevent tunneling in the future!

  • Before each use, always trim your wick to 3mm-5mm.

  • Do not burn your candle for more than 4 hours at a time and never burn a candle all the way through - discontinue use when there is 1.5cm of wax remaining. Wash tin and re-use or recycle :)

Read our full guide here!

Shipping & Returns:

Do you offer returns / exchanges?

Due to the nature of our products, used candles cannot be exchanged or refunded. Please note we also do not offer refunds on change of mind purchases. However, we will replace or refund products damaged during shipment from within 48 hours of arrival. If your candle was damaged during shipment, please contact us at with proof of damage within 48 hours of receiving the order.

We cannot accept exchanges, returns or refunds on sale items, limited edition/collaboration items, or any item that is older than 30 days since date of purchase.

Read more here

Do you ship internationally?

Yes! We ship to 200+ countries. Please visit our shipping and returns page here to check shipping rates for your country.