FAQ


 

When will items come back in stock?


Our next restock date is:


TUESDAY, MARCH 2ND, AT 6PM (GMT)


As all our candles are handmade by a small team of people, often items can be out of stock whilst we make more! We currently work in a restock drop format, meaning we restock all sold out items once per week, currently on Tuesdays at 6pm GMT. We really recommend making a note of the time, and making your purchase as soon as possible to avoid disappointment as some candles can sell out quickly! 

 


Where do we ship and how long will it take?

 

We ship to all European countries.

 

We aim to dispatch your items in 2-3 business days, you will receive an email notification once this has happened. 

 

For package delivery within the U.K. we use Royal Mail services at the 1st class standard rate, costing £2.95. This service aims to deliver within 1-3 working days, but due to differing Covid19 infection levels throughout the U.K., may take slightly longer depending on your location. 


We also offer an expedited shipping service with a guaranteed delivery date calculated at the checkout depending on your location. 

 

For orders to all other European destinations, we use UPS worldwide express, which costs £10.00, and aims to deliver within 5-10 business days. 


We really recommend leaving a phone number for our delivery partners to reach you on in case an item is held in customs, or your address gets muddled in translation. 


Due to the very sad recent Brexit transition, you may incur a small customs fee upon delivery of your item. For more details on this, please send us a message through our contact page and we can give you a comprehensive breakdown of costs you will incur based on your location, and the size and cost of your order. 

 


For our non-Europe based customers: 


Please visit our stockists page to see if we currently have a reseller in your part of the world. 


We are constantly working to expand Esh, so if your country isn't on our stockists page, do check back from time to time! 

 


I have a question about or would like to make a change to an existing order!

 

For all order enquiries please head to the contact page to send us a message. You can also simply reply to your order confirmation email from us.

 

If you would like to make a change to your order such as swapping a product, or changing your shipping address, please get in touch as quickly as possible to avoid dispatch delays.


DM's on instagram can often get lost, so please email us otherwise we may miss your message!

 


What is your return / refund policy? 

 

If you're unhappy with your candles from us for whatever reason, please get in touch via the contact page, citing your order number in the subject line, or simply reply to your dispatched email notification and we will make arrangements based on the situation. 


We are happy to refund any unburned candles should you change your mind, just send us a message through our contact page and we will send directions of how to get them back to us. We do ask that you pay the return postage yourself.  

 

Any items that arrive damaged will be replaced ASAP by us, or refunded should you prefer. Just send us a photo of the damaged goods and your compensation preferences. 


In the unlikely event an order from us goes missing in transit, and our delivery partner cannot locate it, we will refund you in full. 

 

 

How will my candles come packaged?

 

We use eco-friendly packaging wherever possible in our entire manufacturing process, including all our packaging. 

 

Your items will come wrapped in acid-free tissue paper, paper cushion wrap and/or biodegradable bubble wrap; and are shipped in a FSC approved cardboard box secured with 100% recycled packing tape. Everything is either recyclable, has been recycled, or biodegradable. 

 

We include directions of how best to recycle your packaging from us in your order. 

 

We also include a small note card, which if you wish can be personalised! Please leave directions of what you would like us to write in the checkout notes section, or simply send us an email. 


 

What are Esh Candles made from? 

 

All our candles are handmade with natural soy wax, manufactured in Europe, and natural, non-toxic, dyes. We also use our own blends of cold-pressed essential oils in some of our candles, as described in each product’s description. All our candles are vegan, cruelty free, and made in a professional candle studio. 

 

We have chosen to work with soy wax as opposed to synthetic paraffin wax because of the numerous health and environmental benefits. Paraffin wax, or ‘normal’ wax, is an inexpensive sludge waste product of the petroleum industry. Once burned it releases carcinogenic toxins such as benzene, which then lingers in the air that we breathe in. 


Soy wax, on the other hand, is made from pressed soya bean oil and is “clean burning”, which means minimal soot is released, and no known carcinogens. Soy wax is also biodegradable, and renewable. By buying a soy wax candle, you’re helping to support soybean farmers!

 

Our candles are made in a professional studio, where the utmost care has been made to be as sustainable as possible. All the tools in our candle making process are reusable, we don't use any single-use tools or equipment. 

 

We are required by law to keep on file a comprehensive chemical breakdown of each material that is used in each of our candles. Should you require this please reach out by post to:


Esh Ltd

7 Bell Yard

London

WC24 2JR 

U.K.

 

Are Esh candles safe to burn?

 

Whilst we have designed our candles with home decor and aesthetic in mind, they are safe to burn, so long as the proper safety measures are taken.

 

Like all soy pillar candles they will liquify and drip as they burn, due to the soft nature of soy wax. 


We recommend trimming your candles wick to around 5mm before each time the candle is lit, and only burning for short periods at a time, specified on each products page. 


We strongly suggest using a dish with a raised edge in order to protect your surfaces from melted wax. 


You can find specific burning tips and tricks for each candle in the respective product description, but please always follow these general guidelines when burning your Esh candle: 


1. Never leave a burning candle unattended. 


2. Keep away from things that could catch fire, such as clothes, home furnishings. 


3. Keep your Esh candles away from children, vulnerable adults, and pets at all time (lit or unlit). 


4. Use a heat resistant candle holder with raised edges, and ensure candle is placed secure and upright. 


5. Never move a burning candle, snuff flame and allow to cool fully first. 


6. Do not place in a draught or on/near to a heat source such as a radiator. 


7. Trim wick to at least 1cm or shorter before lighting, and snuff flames rather than blow out when extinguishing. 


All the above info is included on a safety card in your order so you can retain this info for future reference. 


See each products description for specific burning tips! 

 


What can I do with the ‘drippage’ from my candle?

 

If you choose to burn your candle, you can dispose of any wax remnants and drippage in your home compost or garden waste bin. All our candles are naturally biodegradable and will break down over time! 


Some of our candles are made with essential oil (see product description), so we recommend using a wax burner to get the most out of your candle burn.  



How do I become a stockist?

 

We are always looking for new brands to team up with, and would love to hear from you! Head to our contact page and write us a little about your company, where you are based, whether you are brick and mortar, online, or both. 


We would be particularly interested in hearing from you if your shop is based in North America. 


Please note that we receive a large number of wholesale requests, and our response time can take some time.