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F A Q  & 
P R O D U C T  C A R E

FAQ

PRODUCT

What type of Wax does Lee & Lou Collections use for their candles?


We use only the best highest quality 100% natural CocoSoy Wax. It is Biodegradable, free from pesticides, and herbicides. Composed of non-petroleum renewable resources and derived from 100% natural soybean and Coconut oils. Kosher certified and also no genetically Modified Materials. Our wax is not tested on animals.




Why are soy wax candles better?


Lee & Lou Collections candles are made with 100% natural CocoSoy Wax. Soy is non-toxic, burns cleaner then other paraffin wax candles and therefore far better for the environment. They produce 95% less soot then paraffin candles, and far less smoke. They burn at a safer, cooler temperature, unlike paraffin candles – which have an extremely high & dangerous burn temp. And the CocoSoy wax is much easier to clean up, as it is water soluble – just use warm soapy water.




What kind of wick is used in Lee & Lou Collections Candles?


We use all natural wood wicks in every one of our candles. They are beautiful to watch & listen too. Yes you can hear a slight crackling sound as they burn - reminiscent of a log fire! They have a cleaner burn with no leftover debris or wick buildup like the cotton wicks. Wood wicks also have a longer burn time which helps maximize the life of your Lee & Lou Collections Candle.




How do I care for my Lee & Lou Collections candle?


What to do for the first light of your brand new candle -

When lighting your soy candle for the first time, it is very important to allow the wax to melt all the way out to the sides of the vessel. This will ensure a consistent burn each and every time. If the flame is extinguished before the melted wax has reached the sides of the vessel, this will become an ongoing problem for the candle, causing what’s knows as “tunnelling” where the candle burns deeper and deeper down the center of the vessel leaving a rim of wax around the edge of the jar and eventually the candle will suffocate & wont stay lit anymore.

Here is a tip to try if your candle is tunnelling -

If you have noticed your candle starting to “tunnel” try “pinching” off the soft black ashy part of the wood wick & relight, this might take a few goes – but you might be able to save your candle from continuing to “tunnel”

Relighting tip -

Each time you relight your candle, always pinch the black fine ashy part off the wood wick, this will always give you the best flame! Your candle will thank you for it...

The recommended maximum burn time of a Lee & Lou Collections candle is for no longer then 4 hours.

For added safety, ensure the flame is extinguished as the wick nears the base of the jar or as the wax is close to being completely melted. At this point the glass can become extremely hot and there is a risk that the glass can become so hot that it can damage furniture beneath the base or even crack. We always recommend placing a burning candle on something to protect the surface beneath like its own lid, a coaster, or marble tile etc.




Can I reuse my Lee & Lou Collections vessel?


Yes Please Do! We would love you to re-cycle, and the vessels are much too pretty to throw away! Once you have finished burning your Lee & Lou Collections candle, completely remove the left over wax and wick - just wash with warm soapy water. These vessels are a unique way to store everyday household items including cotton wool, make-up brushes, or as a vase for flowers etc. Just use your imagination…




How can I burn my Lee & Lou Collections candle safely?


Don’t burn a candle near curtains, clothing, or anything else flammable.

Never leave a burning candle unattended.

Place the Lee & Lou Collections candle on a stable and heat-resistant surface.

Keep out of the reach of children and pets.

Place burning candles at least 3 inches apart from one another.

Always burn in a draft free area.




I’ve spilt some soy wax – how do it remove it?


As CocoSoy wax is a 100% natural and biodegradable product, it is extremely easy to clean any spills. Allow the wax to completely harden and then remove any larger pieces of wax. It is water-soluble so therefore it is very easy to clean the remaining residue with hot soapy water.




Where should I store my Lee & Lou Collections candle?


Always store your Lee & Lou Collections candle in a cool, dry place, out of direct sunlight.




My Lee & Lou Collections candle has surface imperfections. Is it ok to use?


All Lee & Lou Collections candles are hand poured and not massed produced. Therefore there will be the occasional imperfection on our candles – this is how you know they are handmade with 100% natural CocoSoy wax, unlike other mass-produced candles!

CocoSoy wax will sometimes release excess oil during sudden warm temperature changes, this is knowing as “sweating” and can happen in the warmer climates, sweating is also known to happen when shipping across the country. This will not affect the candle in any way, and shouldn’t reappear after the initial burn.

We make every effort to ensure consistency with our candles; each and every one is unique. This is not a fault of the candle – simply a characteristic of natural CocoSoy wax.




Do I need to trim the wood wicks ?


No, wood wicks do not need to be trimed like cotton wicks do. But we do advise you to "pinch" the soft ashy part of the wood wick off prior to each use to ensure a strong even flame each time.




How long will a Lee & Lou Diffuser last for ?


Our 200ml Diffusers will last 8+ months. Depending on the size of the area, we have had some of our diffusers lasting over 18months! There is no need to flip our sticks as they are Dacron fibre which will not dry out (unlike timber sticks)




How often should I flip my Diffuser sticks ?


There is no need to filp your sticks! We use Dacron fibre sticks, so they won't dry out like timber sticks do, hence no need to flip. But if you like a stronger, more intense smell from your diffuser, you can flip the sticks every so often if preferred.




How long will my Lee & Lou Candle burn for ?


Each Lee & Lou candle has a different burn time - Ranging from 50 hours to over 100 hour burn times. (the burn times for each candle can be found in the information section on each individual product listing)




What will happen to my Candle if I blow it out before the wax has melted out to the sides of the jar?


If you blow your candle out before the wax has melted all the way to the outside edges of the jar, your candle may start "tunnelling" If this happens, this can result in the candle forming a pattern of tunnelling, leaving unmelted wax around the edges which can effect the fragrance throw and drown the wick. Before lighting your candle, always make sure you have sufficient time to leave the candle lit before having to extunguish it to allow the melt pool to reach the edges.




How do I open and set up my Diffuser?


Unscrew the lid, remove the plastic or rubber stopper from the glass bottle, then replace the lid and insert the sticks until they are fully immersed in the fragrance.




Do you offer refills ?


Yes we do! If you live on the Sunshine Coast, we are more then happy to refill our Lee & Lou empty jars. Just give them a wash with hot soapy water, and get in contact with us to organise to drop the jar back to us. We do sell refills for our Car Fragrance Diffusers and also for our Reed Diffusers too.





GENERAL ENQUIRIES

How much is postage/shipping?


Standard Australia wide shipping is $8.50 FREE SHIPPING on orders over $149 Free local pickup is available from Mooloolaba 4557




What is your returns policy?


You will need to notify us within 7 Days of receiving your order if your delivery is either not what you ordered, damaged or you believe it to be faulty. We may ask you to provide additional documentation, such as photos, for any products reported as damaged or faulty when received. We will replace or refund (at our discretion) any product that you are not entirely satisfied with. Unfortunately we will not offer a refund for change of mind.




Do you offer wholesale?


Yes we do! If you think Lee & Lou Collections would be a perfect match for your business, we would love to hear from you! We have a full Wholesale price list and a Wholesale Look Book which we can send to you. To apply to become a stockist of Lee & Lou, fill in the "Become a Stockist" form and we will be in touch.




The product I want is listed as “Out of Stock” when can I reorder?


As all of our products are handmade, and most are made to order. Therefore some products may be unavailable from time to time. We reserve the right to alter or discontinue a product without notice. Please contact us to ask when the product will be back in stock, or keep checking back on the website, as it is kept up-to-date with stock control regularly.




Where are your products made ?


All Lee & Lou products are hand poured on the Sunshine Coast, QLD. Australia.




Are Lee and Lou products tested on animals?


No, Lee and Lou products are not tested on animals.




When did Lee & Lou Collections Start?


Lee & Lou Collections started in 2015. Read "Our Story" for more information behind the brand.




Do you offer Gift Vouchers ?


Yes we do ! We have a virtual gift card availble in any dollar value.




How do I become a stockist of Lee & Lou Collections?


Please fill in our "Become a Stockist" form (found in the Contact us section) We are always on the hunt for more stockists, so if you think your business aligns with our brand, we would love to hear from you.




What is the best way to ask a question or get in touch with customer service ?


-Email us at - sales@leeandlou.com.au -Fill in our "Contact us form" -Send us a message on Instagram or Facebook.




Who can i speak with in regards to collaborations ?


All collaboration questions can be asked via email, sales@leeandlou.com.au or get in contact via our website (contact us form) or send us a message on one of our social media accounts.




What payment methods do you accept ?


-Credit Card -Paypal -AfterPay




Do you offer free shipping?


Yes we do! All orders over $149 recieve free shipping





ORDERS & PAYMENTS

Do you post internationally?


Unfortunately at this point in time we don’t post internationally.




How long will my order take to arrive?


As all of our products are handmade and most are made to order, we aim to ship within 7 working days of receiving the order and we recommend allowing 10 -14 working days for final delivery. We do our best to ship your orders as quickly as possible. All packages are sent via Australia Post with tracking.




I live on the Sunshine Coast... Can I arrange pick up from you?


Yes we do offer free local pick up! We are situated in Mooloolaba on the Sunshine Coast. Use the local pickup option at checkout to organised this.




Do you do gift wrapping ?


At the moment we do not have gift wrapping services.




I am sending my order as a gift, will there be an invoice with prices ?


No, all receipts will be emailed to the purchaser only.




What currency are your products in ?


All products are shown in AUD.