FAQ’s

Frequently Asked Questions

Published v1.1 – April 2021

Thank you for visiting the Cain Candles website at www.caincandles.co.uk this page contains Frequently Asked Question.

Products

Can you explain the significance of ‘Tunnelling’ in a candle?
Certainly, for the first 2 or 3 burns ensure you continuously burn your candle for 3-4 hours (this will vary depending on the fragrance type and ambient conditions). By doing this the wax pool will spread sufficiently across the diameter of the candle. If the candle is not burnt sufficiently, it is likely ‘tunnelling’ will occur. ‘Tunnelling’ is where the candle continues to burn down but the burn pool does not spread across the diameter of the candle. As the candle is burnt and the wax level reduces tunnelling will likely become less of a problem.

What products do you use in candles?
For candles, we use soy wax derived from vegetable-based sourced renewable crops, it is classified as pesticide-free and considered suitable for both vegans and vegetarians. All of our fragrances are classified as vegan and cruelty-free. Our wicks are only constructed from cotton threads and twisted paper, they do not contain any metal elements. Glass and metal containers are only ever painted and decorated using water-based products. Container candle lids are either formed from stainless steel or aluminium or from cast metal. Primary packaging and labelling is 95% recyclable and made from either velvet fabric or bright white cardboard. The hot foiling foil used for decorating primary packaging is classified as ‘no hazardous material’.

What products do you use in reed diffusers?
For Reed Diffusers, we use a diffuser base derived from renewable sources. All of our fragrances are classified as vegan and cruelty-free. We only ever use natural rattan reeds due to their sustainability credentials. Glass containers are only ever painted and decorated using water-based products. Primary packaging and labelling is 95% recyclable and made of bright white cardboard. The hot foiling foil used for primary packaging is classified as ‘no hazardous materials.

How long does a Reed Diffuser typically last?
Typically a reed diffuser will last for approximately 2-3 months. The final time will be dependent upon evaporation and this will be based on several factors i.e. the no of rattan reeds being used, the location, degree of air movement and local temperature.

My Reed Diffuser appears to have lost some of its smell?
Where it appears your reeds have lost their smell they simply need a refresh, this is easily done by gently flipping the reeds over. Gather the reeds together in one hand, carefully turn them over and place them back into the diffuser container. Doing this once a week should keep the scent should remain strong. Be careful when turning the reeds to ensure the fragrance oil does not come into contact with your skin. Should this happen, we recommend you wash your hands immediately.

Are your products safe to use whilst pregnant or around newborn babies?
While none of our ingredients is toxic and does not include essential oils, we would always recommend you consult with a GP before using our products.

Account

How do I create an account?
Create an account by clicking on the ‘MY ACCOUNT’ option at the top right of your screen, next to the basket. Next, you will be prompted to provide a valid email address and also a memorable password. If you have any issues with this process, please contact us at …..

I have forgotten my password, can you assist me?
This should not be a problem. When on the login page you will see an option ‘Forgotten Password’, click on this and follow the instructions and you will automatically be emailed a password link. This will allow you to reset your password. If you have not received an email from us, please let us know and we will assist you in resolving the situation, however, would you please check your spam/junk email folders.

Am I able to change my account information?
Yes, this is very easy to do. Log into your account in the normal manner and select ‘Account Details’. From here you can amend your first and last name, and your email address and reset your password. If you wish to amend your billing and/or delivery address please click on addresses and enter the new details.