FAQs
Our most frequently asked questions
How can I contact someone on your team?
For all customer service related issues, general feedback or wholesale inquiries please reach out to support@siblings.co and we will be happy to help you!
Where can I find the wick and the wick holder?
In the bag! Yep, that's right, everything you need comes in the bag, ready to go. If you ordered an extra wick as well, you'll find that in your shipping box, outside the candle bag.
Can I change my shipping / billing address?
We will do our best to accommodate changes to addresses up until you’ve received your shipping confirmation email. Once an order has shipped, you will need to place a new order and/or make a return. We cannot guarantee changes to orders can be made, even before it has shipped. Reach out to support@siblings.co to inquire about changes.
Are your candles pet safe?
Our candles are safe for humans and furry loved ones to breathe. Please make sure to keep candles out of reach of pets though, both when lit and unlit.
Where is my order?
You will receive a shipping confirmation email with tracking info once your order has shipped. Please use this number to follow the delivery of your package.
- On rare occasions, orders are lost in shipping. In these cases, we ask that you file a claim with the carrier to receive a reimbursement. As a small company, unfortunately we cannot cover the cost of UPS or USPS mistakes. If it was shipped UPS Smartpost, file with USPS. If it was shipped UPS it can be filed with UPS.
- If order says delivered, but it hasn’t arrived and UPS Smartpost was used, please check the USPS tracking number listed with the tracking email. The USPS tracking is under ‘more details’ in the UPS tracking number from your tracking email.
- If you are outside the US, and need help tracking your package please reply to help@passportshipping.com with your order number.
What are your candles made of?
Our candle wax is a blend of coconut wax with soy and bees wax for stability. And a little apricot oil too. It is free of parabens and phthalates.
Our fragrance oils are a mix of non-toxic fragrance and essential oils. They are paraben and phthalate free and we never use harsh chemicals. We work with a renowned fragrance house who tracks the production of essential oils from seed to scent to ensure the highest standard of ethics in production, for people and planet.
How do I compost the bag?
Our bags are made of 99% plant-based materials and 100% compostable. Please dispose of in your home compost or use an industrial composting facility nearest you. The bag is certified to biodegrade within 180 days in an industrial compost facility. Home compost biodegradation time will vary depending on conditions.
Orders
Can I change or cancel my order once I’ve placed it?
Unfortunately, we can't accommodate changes or cancellations at this time. Once an order has been placed, you will need to place a new order and/or make a return.
What if something comes damaged or broken?
We take care in packaging our goods safely and sustainably. But occasionally despite our best efforts, things happen during shipping. In the event something arrives damaged, please reach out to support@siblings.co with a photo or description of the issue and we'll send a replacement straight away.
Is it possible to place a custom / bulk order?
Yes! If you’d like to place a special order for a wedding or other event, please reach out to support@siblings.co about options and pricing.
Booklets and Matchbox?
All orders come with 1 booklet and 1 matchbox. If you are ordering more than one candle for gifts, please order extra matchboxes and booklets if you would like to include the booklet and matchbox with the gift.
Gift notes?
We currently offer the ability to add gift notes to packing slips in each order. When checking out, please see the gift note prompt field. Packing slips do not include prices.
Shipping & Returns
Shipping?
We offer free shipping for orders over $60 in the US.
Current estimated timelines once goods have shipped:
Processing time for orders can vary 2 - 4 days (we're a small team and demand has been high, thanks for the patience). Processing time are the time from order until the product ships from the warehouse. Once the order leaves the warehouse the estimated shipping times kick in. Please note for 2 day shipments.
Free Shipping - UPS or USPS - 4 to 6 days depending on location. HI and AK can be up to 4 weeks.
UPS Ground - 2 to 5 days depending on location.
Express 2 Day - 2 days depending on location.
Where do you ship to?
Currently we ship within the USA, Canada and UK.
How much does shipping cost?
Orders $60 and over are eligible for free shipping in the US. For orders under $60, we offer a $6 UPS Smartpost or USPS option, a $9.99 UPS ground shipping and $19.99 2 Day express shipping.
For Canada and UK, actual shipping, duties and tax rates are shown when checking out. These costs vary depending on location.
What is your return policy?
New, unused products may be returned at any time in original packaging. Orders will be refunded in full minus shipping costs if shipping was paid for. Unfortunately we cannot offer free return shipping* at this time.
* If this is your first order, you are eligible for our first candle guarantee program which includes free return shipping.
First candle guarantee program is not valid for International customers.
Please reach out to support@siblings.co to get the return process started.
About our candles
What is a Siblings Clean Candle?
Our candles come in a 100% compostable bag and you can pour them into a reusable vessel of your choice. The bag contains everything you need to make a new candle—scented wax, wick, wick holder and simple step-by-step instructions.
What's included?
10 oz of eco-friendly coconut blend wax, lead-free cotton wick and wooden wick holder.
All candle making supplies are included inside the bag — wick, wick holder and warning label.
How do I make a Siblings candle?
Watch our easy how-to video below, or reference the instructions that come with your candle.
What kinds of vessels can I make a candle in?
Get creative. Have fun. Be safe. Here are some tips for selecting a suitable vessel.
As a rule of thumb, stick to tumblers, cups, and jars that can withstand heat, and won’t leak, crack, or catch fire.
| ✔️ 3" wide | ❌ Easily tips over |
| ✔️ Glazed Ceramic | ❌ Porous ceramic ie. terra cotta |
| ✔️ Sturdy glass | ❌ Wood, coconut shells, plastic |
| ✔️ Sealed metal | ❌ All flammable materials |
| ✔️ Enamel | ❌ Unable to hold water |
What if I don't have a microwave?
No microwave, no worries. You can still make a Siblings candle. Simply bring a pot of water to a low boil on your stovetop. Place the open bag of candle wax in the water and let it simmer until all the wax is melted—about 5 minutes. Carefully remove the bag and when it is cool enough to touch, pour liquid wax into your vessel, let it set and enjoy.
Care & Safe Usage
How can I burn my candle safely?
- Burn candle within sight and never leave unattended.
- Keep away from wind drafts, flammable objects, pets and small children.
- Recommended burn time is no less than 1 hour and no more than 4 hours at once.
- Stop use when candle has ¼” wax left. Remove remaining wax and refill.
How can I care for my candle?
- To avoid that sooty effect that darkens your vessel (and make your candle last longer) always trim your wick to 1/4” before lighting.
- Does your candle sometimes resemble a tunnel (i.e. wax sticks to the sides)? You can avoid that by letting your candle burn until the surface of the candle is completely melted. This usually takes about an hour per inch in diameter of your vessel. This is especially important on the first burn as wax has a memory.
- Size matters. Get creative with your vessels, but try to stick to 3 inches in diameter to prevent tunneling and ensure the optimal candle experience.
How do I clean remaining wax out my vessel?
Place your vessel in the freezer until it is cold, then gently scrape the frozen wax out with a spoon. Any wax residue can be washed out with warm water and dish soap. Pro tip—make sure to put any remaining candle wax in the bin, not down your drain.
How should I care for my ceramic Forever Vessel?
Our handcrafted ceramic vessels are waterproof, but should never go in the dishwasher. Always clean your vessel by hand with warm water, soap and a soft sponge.
How should I care for my brass Forever Vessel?
Our brass vessels are made of un-lacquered brass. They will naturally develop a beautiful patina with time and use. If you prefer a more polished look, you can clean it with a brass metal polish. The stains tell a story, but it is possible to make your vessel look like new as it ages.
Subscriptions
How do subscriptions work?
Subscriptions will be shipped and billed to you according to your selected frequency. In your account you can switch your shipping frequency or your scent whenever you like. And you can pause or cancel your plan anytime.
How can I create an account?
You'll receive an email with a link to create an account shortly after your first subscription purchase. Follow the link and use the email address you made your purchase with to create an account. Can't find that old email for whatever reason? That's alright, just visit our create account page and sign up with the email you used at checkout.
Have other questions, ideas or feedback?
Customer service and general inquires—support@siblings.co
Press? Here's a helpful kit
