FAQ's
FOR HOW LONG DOES A RÉLAUXE CANDLE BURN?
The burn time for our Essence of Nature collection is up to 65 hours.
The above is indicative only and can vary from one candle to the other. The indicated burning time assumes the correct usage of the candle. A candle with an already liquid wax gets used up faster than a candle with partially solid wax. For that reason, we recommend that you blow out your candle an hour after the wax has completely liquefied. This will allow it to last longer.
HOW DO I PROPERLY CARE FOR MY RÉLAUXE CANDLE?
In order to care for your Rélauxe candle and get the most out of it, please consult the following instructions:
Burning
The quality of our scented candles implies a specific burning protocol. During burning, it’s important to wait for the entire surface of the candle to liquefy before putting it out. This will prevent the formation of craters, which are both aesthetically displeasing and make future burning difficult. The first time you light your candle should be longer than the following times. Put aside some time so that the entire surface may liquefy. The length of this phase varies depending on the size of the candle: Our current products take about 1 to 3 hours.
We also recommend that you blow out the candle an hour after the surface has liquefied. This will make the candle last longer since liquid wax evaporates quickly. Make sure never to leave your candle unattended and not to expose it to sources of heat or wind. Exposing your candle to wind gusts will cause the flame to flicker and give off black smoke. Also make sure never to burn your candle when it has one centimetre of wax left. Lighting your candle without sufficient wax can cause the glass to burst.
Care
In order to preserve the appearance and shelf life of your scented candle, it’s important to care for it once the flame has been put out.
In order to avoid the formation of soot, please trim the wicks regularly with a maximum height of 0.6cm and clean the interior surface of the glass with an alcohol-free cleaner. After each burning, reposition the wicks if necessary.
HOW ARE RÉLAUXE CANDLES MADE?
Rélauxe candles bring together exceptional craftsmanship and high-quality materials. A Rélauxe candle is made by hand and with great care by industry-leading artisans. Each candle vessel is hand blown by master glass craftsmen, and our timber wood holders are each created by hand with unique ancestral knowledge. Every candle is naturally unique.
Our high-quality wax is hand poured, and can require up to six successive layers and four days of labor depending on size/volume. Once the wax has been poured, the candles are carefully polished. They then receive their attributed label and are packed in a Rélauxe gift box, in our studio in London, UK.
The materials used are meticulously selected in order to create a perfumed candle experience of the highest quality. All ingredients are sourced in Europe and our high-quality wax and hand-blown glass vessels are made in Belgium. We use 100% natural cotton wicks and paraffin wax. These are assembled and hand poured in the same workshop in Belgium. Our exclusive fragrances are developed by expert perfumers in Grasse, France.
ARE RÉLAUXE CANDLES REFILLABLE & REUSABLE?
Absolutely YES! Due to their artisan fabrication, Rélauxe candles have been specially developed to last for years to come. Our natural wood holders have been designed to fit all of our Essence of Nature glass inserts, and our refillable service is simple and very easy to use.
MY CANDLE DOESN’T BURN EVENLY, WHAT SHOULD I DO?
It’s possible that your candle has been placed on an uneven surface. In that case, simply turn your candle. It’s also possible that your candle has been placed in an area where there could be a draft. In that case, either turn your candle or place it in an area less exposed to wind. It is important that the surface of your candle always remains on an even surface in order to avoid the formation of holes that could drown the wicks. We therefore recommend that you do not put out your candle before the surface has entirely liquefied.
MY CANDLE’S FLAMES ARE VERY SMALL AND THE WICKS LOOK LIKE THEY ARE DROWNING. WHAT SHOULD I DO?
There are many potential reasons for this:
When the surface of the wax is almost entirely liquid, the flames sometimes shrink for 1 to 2 hours before the level of the candle evens out.
When there is only a few cm of wax left in your candle, less air can access the flame. Blow out your candle and re-light it at least fifteen minutes later. The flames will burn brighter.
MY CANDLE IS GIVING OFF A LOT OF BLACK SMOKE. WHAT SHOULD I DO?
There are many potential reasons for this:
The wicks are too long.
We recommend that you cut your wicks down to no longer than 0.6 cm, even if the candle is still burning.
The candle has been burning for too long.
Once the wax is entirely liquid, we recommend that you blow out your candle no later than an hour after this has occurred. Once the surface is liquid, the inner wax of the candle heats up and begins to evaporate very quickly. The candle is then unstable, causing the flame to burn irregularly. The more the flame moves, the more likely it is to give off soot.
The candle is exposed to winds.
This causes the flame to move and give off soot. In this case, either turn the candle or move it to a less exposed area.
The interior of the glass has never been cleaned.
In this case, the accumulated soot from previous burning falls into the wax and heats up. This blend of soot and wax creates black smoke. It is therefore recommended that you regularly clean your candle with a rag and alcohol-free cleaner (never use an alcohol-based product to clean your candle.)
HOW DO I USE A RÉLAUXE REFILL?
Simply recycle your finished Rélauxe candle, and pop in your new glass vessel. It is that easy!
HOW DO I LOCATE A RÉLAUXE STORE CLOSEST TO ME?
Rélauxe products are exclusively available at www.relauxe.com
WHAT PAYMENT TYPES DO YOU ACCEPT ONLINE?
Payments can be made securely using most major card issuers, and other payment methods such as Paypal, Google Pay, Apple Pay and Shop Pay. For any questions regarding payments please contact us at info@relauxe.com
HOW CAN I CHECK THE STATUS OF MY ORDER?
Upon receipt of your order Rélauxe will send you an order confirmation number, and where possible and depending on your shipping preference, a tracking number. Please contact info@relauxe.com for any further support, and please include your order number in your inquiry so that we can assist you in the fastest way possible.
IS IT POSSIBLE TO RECEIVE MY ORDER GIFT WRAPPED WITH A GIFT NOTE?
Rélauxe products are great gifts, for others or even for yourself. With that in mind it is possible to have your order gift wrapped, and we can add this to your purchase when placing your order. Please contact us first so we understand exactly what you need, and create the best possible gifting solution for you.
For a highly personalized touch, it is possible to order a made-to-order gift. Please contact us directly at info@relauxe.com or via social media @relauxelondon for more information. Made-to-order gifts will have a considerably longer order fulfillment period as the item will be exclusively made for you.
ARE THE TRANSACTIONS PROCESSED ON YOUR WEBSITE SECURED?
At Rélauxe client confidentiality is a priority. A secure payment system has been put in place in order to protect every individual order. All payments are processed via an external payment platform – powered by Shopify, with a 3D secure high-security payment system.
Moreover, you will be able to store your personal information (name, address, email, and purchase history) on your Rélauxe Club account and save time during your next purchase.
WHEN WILL MY CREDIT CARD BE CHARGED?
In order to guarantee a seamless transaction, your credit card will be charged at time of purchase.
CAN I MAKE ONLINE PURCHASES?
Rélauxe is sold exclusively online via our official website www.relauxe.com
First select the product you are interested in and click on “add to cart.”
Once you have placed the items in your cart, visit the “Cart” page in order to review your order. You will be able to delete items from your cart should you wish to do so.
Now click on the “payment” button.
If this is your first order, please create an account by filling in your personal information. If you have ordered Rélauxe products online before, sign in with the email address and password you selected when you first created your account.
In order to complete your order, fill in your billing address, shipping address, and payment information.
Once the transaction has been confirmed, you will immediately receive a confirmation email with the details of your order, your order number and later a shipping tracking number depending on your chosen shipment method.
HOW MUCH DOES SHIPPING COST? HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
The shipping cost and time of delivery depend on your order’s destination. It will be calculated before payment and will be specified in the order details. Please visit our Shipping & Returns page for more information. If you cannot find the answer to your question, please contact us at info@relauxe.com or via our social media channels via @relauxelondon
HOW LONG DOES IT TAKE YOU TO PROCESS AN ORDER?
All orders made on our website before 4pm (GMT) will usually be dispatched within 1-2 business days (with the exception of UK public holidays)
ARE TRANSACTIONS MADE ON YOUR WEBSITE SECURED?
We use the latest security technology in order to guarantee that all information related to transactions is protected in accordance with industry standards. This information includes credit card numbers, personal information, any other names and addresses you provide, and account history. Every time you log onto your Rélauxe Club account to make a new purchase, you must enter all of the information related to your credit card in order to ensure maximum protection.
WHAT IS YOUR POLICY ON PERSONAL INFORMATION?
In order to place an order on the Rélauxe website, you must be signed up and provide personal information, including your email address. We will use this information to confirm your order and to contact you in case of any problems relating to your order. We vow not to send you any information or documentation that you have not directly requested, unless you have indicated that you would like to be kept informed regarding news, offers, events, etc.
Please note all of the information you have provided on our website will be securely stored, and inline with the latest General Data Protection Regulations (GDPR) guidelines.