Product
What are the candles made of?
Gentle Flame candles are hand-poured with a clean-burning blend of eco-friendly plant-based waxes, including coconut, paired with premium fragrance oils. Every candle is free from phthalates, parabens and harmful additives.
While our exact formulas are proprietary, we're committed to safe, high-quality ingredients that you can feel good about bringing into your home.
What are the fragrances in the candles? Do you use synthetic oils?
Our fragrances are carefully sourced from high-quality blends that include both natural and safe synthetic compounds. We choose them not only for their beautiful scent profiles, but also for their safety and clean performance in candles. In fact, many safe synthetics are more stable and reliable than certain essential oils, which can sometimes be irritating or unsafe when burned.
What are the wicks made of?
Our candles use cotton braided wicks that are free from lead or metal cores. Wooden wicks are also used for seasonal candles.
Where are your products produced?
All of our candles are currently carefully hand-poured and packaged in Southern California by our founder Kimi.
Our materials are sourced both locally and globally. We carefully select our manufacturing partners to ensure our products are of high quality and a fair value.
Do Gentle Flame candles have phthalates, parabens, and/or paraffins?
All Gentle Flame candles are created without phthalates, parabens, carcinogens, mutagens, and are made without paraffin wax.
Are Gentle Flame products cruelty-free?
Yes. All Gentle Flame candles are cruelty-free. Our ingredients and finished products are never tested on animals.
Are Gentle Flame products vegan?
Yes. Gentle Flame candles are vegan. We use plant-based waxes and fragrance blends that are free from animal products.
Safety & Usage
What is the best way to care for my candle? Is tunneling normal?
We recommend burning your candle for 3-4 hours at a time. Some tunneling at the beginning is completely normal. As the candle burns lower, the flame naturally grows hotter and will melt away any excess wax. If tunneling persists, allow the candle to burn a little longer or gently wrap foil around the top, leaving space for ventilation.
Keep your candle away from drafts, pets, and unattended spaces. Trim the wick to 1/4 inch if it gets too long, though Gentle Flame candles are designed to need very little trimming.
How strong are the scents?
Our candles are designed to hold space, not overwhelm it. A 7.5oz candle will comfortably fill a small room with fragrance, creating an inviting atmosphere without being overpowering. You'll also notice that candle scents naturally grow stronger the further down you burn, as more of the wax and fragrance are released.
Are the candles safe to use when pregnant?
Our candles are crafted without harmful ingredients, but every pregnancy is unique. To keep you and your little one extra safe, we recommend checking with your doctor before bringing any new scents into your space.
I have pets and/or children. Are these candles safe to use around them?
Yes! At Gentle Flame, we use only the coziest, cleanest ingredients that are safe enough to enjoy around family, little ones, and furry friends.
Just remember: some small pets like birds can be extra sensitive, so a little extra care goes a long way. Every pet is unique, so when in doubt, check with your vet before lighting up!
My candle is emitting black smoke when I light it. Why is this happening & what should I do?
This usually happens when the wick gets too long or if the candle is near a draft. Trim the wick before lighting and keep the candle away from drafts.
How long do the standard size candles (7.5 oz) burn for?
Our 7.5oz candle has a minimum burn time of 40 hours.
Ordering
Can I change or cancel my order?
We know things come up! If you need to make a change or cancel, just reach out to us as soon as you can at concierge@gentleflame.studio. We'll always do our best to accommodate your request.
Once an order has shipped, though, we aren't able to make changes.
Where are Gentle Flame products sold?
Right now, our candles are only available through our official website since we've just launched. As we grow, we hope to bring Gentle Flame to more places in the future!
What happens if a candle that I want is sold out?
Our candles are hand-poured in small batches so some scents sell out quickly. If the one you love is unavailable, don't worry! We aim to restock often. You can also sign up to our email list or follow our social media so you'll be the first to know when it returns :)
Is there a limit to how many products I can purchase at once?
Nope! Right now there's no limit. You're welcome to order as many candles as you'd like if they're available.
Shipping & Returns
What carriers do Gentle Flame use?
For domestic orders, we primarily ship with USPS, though UPS may be used in some cases.
Do you offer free shipping?
Yes! We offer free shipping on US orders $100+.
how much does shipping cost for orders under $100?
Shipping rates are automatically calculated at checkout and will vary based on your location and order size. We do our best to keep shipping fair and reliable, and you'll always see the cost before you place your order.
After I place my order, how long should I expect to wait to receive it?
For regular orders, processing and shipping usually takes about 3-7 business days. If your order includes a pre-order item, the estimated ship date will be listed on the product page. Once shipped, you'll receive tracking information so you can follow your package on its way to you.
Orders are typically sent out on Mondays, especially during hot weather, so they'll get delivered faster.
What is your return policy? Do you do exchanges?
Because each candle is hand-poured in small batches, all sales are final. At this time, we're not able to offer returns or exchanges. If your order arrives damaged or there's an issue, please reach out to us! We'll always do our best to make it right :)
What happens if my order was shipped to the wrong address? Can I change my shipping address after ordering?
Reach out to us as soon as possible at concierge@gentleflame.studio and we'll do our best to help if the order hasn't left yet.
However, once a package is on its way, we're unable to reroute it.
What if I only received part of my order?
Sometimes orders may ship in multiple packages, so the rest of your items may still be on the way. If you think something is missing, please reach out to us with your order number and we'll be happy to help.
What should I do if my order was damaged in transit?
We pack each candle with care, but sometimes accidents can happen along the way. If your candle arrives damaged, please email us at concierge@gentleflame.studio with your order number and a photo of the item. We'll make it right for you :)
Will my candles melt during shipping?
Candles can soften or melt if exposed to high temperatures. We recommend checking your local weather before ordering during hot months and bringing your package inside as soon as it arrives.
Because we use the maximum fragrance load in our wax, your candle may also "sweat" a little during shipping. This is just a bit of fragrance oil separating from the wax due to the warmth of transit. This is completely normal and simply reflects the high quality of our candles. It won't affect how they burn.
My order is marked as delivered, but I cannot locate it. What should I do?
Sometimes carriers mark packages as delivered a little early. We recommend checking with neighbors, your front desk, or any safe spots around your home. If it still doesn't turn up after a day or two, please reach out and we'll see if we can help. However, please note that we're not responsible for lost or stolen packages once they've been marked as delivered.
Gifts, Personalization & Collaborations
Is it possible to request personalized products such as candles with custom labels or fragrance formulations?
Our founder, Kimi, occasionally accepts custom requests on a case-by-case basis depending on her schedule.
If you're interested in a personalized candle, bulk order, bulk custom order, or wholesale, please email us at concierge@gentleflame.studio with the following information:
- Quantity amount
- Date that candles would need to be received by
- Additional details (ie. occasion, specific design requests, etc.)
Personalized candles will cost more than a standard candle depending on the request.
Can I send my order as a gift?
Absolutely! You can ship Gentle Flame candles directly to someone special. Just enter their name and address at checkout. We currently do not offer gift notes or personalized messages.
I am an artist/designer. Does Gentle Flame do collaborations?
Yes! We are open to working with artists and designers. If you're interested in collaborating, please email us at concierge@gentleflame.studio with your portfolio or ideas.
I own a business and/or am organizing an event. Does Gentle Flame do collaborations or bulk custom orders?
Yes, we occasionally take on collaborations or bulk custom orders depending on our founder Kimi's schedule. These are accepted on a case-by-case basis, so please reach out to us at concierge@gentleflame.studio with details about your idea or event. We'd love to hear from you!
Sustainability
Can the candle jars be recycled or reused?
Yes! While our jars aren't food grade, they can definitely be reused in creative ways.
To clean your used candle, carefully pour boiling water into the jar and let it cool. The wick will loosen and the leftover wax will rise to the top and can be removed. After thoroughly cleaning, your jar is ready to be repurposed as a pen holder, plant pot, or anything else you'd like!
Can the packaging materials (ie. packing paper and boxes encasing the candles) be recycled?
Yes! Our packing peanuts are biodegradable, and we do our best to use recycled materials when packing your order. The only exception may be plastic box tape on rare occasions, but most of what you receive can be reused, recycled, or safely composted.
Subscription & Rewards
Do you offer candle subscriptions?
Not yet, but we're planning to launch a subscription service in 2026! (Shhh!) Stay tuned for updates by joining our mailing list or following our instagram!
Do you have a rewards program?
Not right now, but we love surprises! Join our mailing list to catch limited-time discounts and special offers when they pop up :)
Have any unanswered questions?
We'd love to help! Please reach out to our team at concierge@gentleflame.studio or fill out an inquiry on our Contact page.
