FAQ

FAQ

What should I do if my container does not light up?

- Check that the container is fully charged,
- Check the condition of your battery.

How to change the battery?

The battery is located under your spark plug cassette, to change it first disconnect your battery and make sure it is off. Then remove your cassette containing the spark plug.

Can the candle be used outdoors?

It is not recommended to use our candles outdoors: in fact, the wick has not been designed to really resist wind, cold and any other bad weather, so you may experience disappointments such as the drowning of your wick, blackened smoke or electronic malfunctions.

How do I clean the outer container?

Take a damp cloth soaked in a small amount of washing-up liquid. Gently wipe the outside of the container with a soft type cloth to ensure the maintenance of your candle.

My candle emits black smoke, what should I do?

- Your wick is too long: it's important to keep it to between 0.5 and 1 cm maximum,
- The candle has been burning for too long: if the wax in your candle becomes completely liquid, you should extinguish it within the hour. Otherwise, the inside of the candle will heat up, the wax will evaporate from the wick and the candle will become less stable,
- Your candle is in a draught: the flames move and emit soot, so it needs to be moved,
- Your vase has not been cleaned enough: the wax has accumulated and the mixture of wax and soot creates black smoke,
- The room where you burn your candle does not have a high enough ceiling.

Is the candle guaranteed?

Art Lighting & Design Company gives its commitment to the quality of products and services a concrete dimension by granting its lighting components, its Lighting Management Systems and its LED modules and systems, a 2-year guarantee.

My candle is not burning properly?

- If your candle doesn't burn straight, it's possible that your surface isn't flat, so you need to replace it on a flat surface. Be careful, allowing a candle to burn for too long on a sloping surface can create holes in the wax and threaten to drown the candle, so always remember to wait until the wax has completely melted before extinguishing it,
- Your wick is off-centre: wait for your wax to melt after burning, extinguish your wick and pinch it between your fingers. Pull it towards the centre and repeat this operation gently with each burn until you obtain a well-centred wick.

Where do you deliver the candles?

In France only for the moment.

What is your return policy?

If you are not satisfied with your product, you have 14 days from receipt of the parcel to inform us of your withdrawal. ( download the withdrawal form ). You will then have a further 14 days to return the package.
The product must be returned in its complete packaging, with the delivery note. Incomplete, damaged, soiled, burnt wicks or lit bases will not be accepted.

Share by: