Questions, answered.

Before lighting your candle for the first time, trim the wick to approximately 5mm. This is the single most important step for a clean, even burn. Allow the wax to melt fully to the edges of the vessel on the first use — this prevents tunnelling and ensures the full surface burns evenly throughout the candle's life.

We recommend burning your Elyo candle for no more than four hours in a single session. Burning beyond this can cause the wick to become too long, the vessel to overheat, and the fragrance to become overwhelming. Allow the wax to solidify completely before relighting.

Yes. Trimming the wick to 5mm before each burn is the most effective way to extend your candle's life, reduce soot, and maintain a clean, steady flame. A long or mushroomed wick will produce more smoke and burn through the wax faster.

Use a candle snuffer where possible. Alternatively, you can dip the wick gently into the melted wax using a wick dipper or a non-flammable tool, then straighten it again. This prevents smoke and keeps the wick correctly positioned for the next burn. Avoid blowing out the flame directly, as this can cause the wick to drift.

Black smoke is almost always caused by an untrimmed wick. If your candle is smoking, extinguish it, allow it to cool, trim the wick to 5mm, and relight. Burning in a draught or near an air vent can also cause uneven burning and excess smoke.

Elyo candles are designed for indoor use. They perform best in enclosed spaces away from open windows, fans, or air conditioning units, which can cause the flame to flicker and the wax to burn unevenly. Always place your candle on a stable, heat-resistant surface away from flammable materials and out of reach of children and pets.

Each Elyo candle is designed to burn for approximately 40h when used correctly. This assumes a maximum of four hours per burn session and consistent wick trimming before each use. Actual burn time will vary slightly depending on environmental conditions.

The most common causes are an untrimmed wick, burning sessions longer than four hours, or burning in a draughty environment. A long wick creates a larger flame which consumes wax significantly faster. Trim to 5mm before every burn and keep the candle away from air movement.

Several factors influence how long a candle burns — wick length, burn session duration, room temperature, and whether the candle is placed near a window or air vent. A candle burned in short, correct sessions with a properly trimmed wick will always outlast one burned carelessly.

Stop burning your candle when approximately 1cm of wax remains at the bottom of the vessel. Burning below this level can cause the glass to overheat and potentially crack. At this point, the vessel can be cleaned and given a second life as a container, vase, or decorative object

Yes. Our fragrance load is calibrated to remain consistent from the first burn to the last. You may notice that the cold throw — the scent when the candle is unlit — becomes lighter as the wax depletes, but the hot throw during burning remains strong throughout the candle's life.

We use a premium blend of natural soy wax . This wax is sustainably sourced, free from paraffin and petroleum, and produces a clean, even burn with excellent fragrance throw. We never use synthetic wax blends or additives that compromise air quality.

Yes. Every Elyo candle is 100% vegan. We do not use beeswax, animal-derived fragrances, or any ingredient of animal origin.

Yes. Our products and fragrances are never tested on animals. We are committed to ensuring that nothing in our supply chain involves animal testing.

We use unbleached, natural cotton wicks in every candle. Our wicks are completely free from lead, zinc, and metal cores. They burn cleanly with minimal soot and are fully biodegradable.

Our fragrance accords are developed in partnership with professional perfumers and use a combination of natural botanical extracts and high-quality, skin-safe fragrance compounds. All of our fragrances comply with IFRA standards and do not contain phthalates, carcinogens, or restricted substances.

Yes. Our candles are formulated specifically for indoor use. The natural wax base burns cleanly, our wicks produce minimal soot, and our fragrances are composed without harmful chemicals. As with any candle, always burn in a well-ventilated space and never leave a burning candle unattended.

Some of our fragrance compounds may contain naturally occurring allergens present in botanical extracts. If you have specific sensitivities, please contact us and we will provide a full ingredient list for any candle in the collection.

We accept returns of unused, unopened products in their original packaging within 14 days of delivery. To arrange a return, please contact us at sales@elyo.com with your order number. Please note that return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

We pack every order with great care, but occasionally damage can occur in transit. If your candle arrives damaged, please contact us within 48 hours of delivery with a clear photograph of the item and the packaging. We will arrange a replacement or full refund immediately — no questions asked.

Yes. We offer exchanges on unused, unopened products within 14 days of delivery. Please get in touch with our team and we will guide you through the process. Please note that exchange shipping costs may apply.

We apologise for the error. Please contact us at sales@elyo.com with your order number and a photo of what you received. We will dispatch the correct item immediately and arrange collection of the incorrect one at no cost to you.

Once we have received and inspected your returned item, refunds are processed within 3 to 5 business days. The amount will be returned to your original payment method. You will receive an email confirmation once the refund has been issued.

We are unable to accept returns on candles that have been lit or used, as we cannot resell them. If you are unhappy with a product for any reason, please contact us — we always prefer to find a solution rather than leave a customer disappointed.

The best way to reach us is through our contact page. We read every message personally and aim to respond within 24 to 48 hours on business days. For urgent matters regarding a recent order, please include your order number in your message.

Our team is available Monday to Friday. We do our best to respond to all messages within one business day, though during busy periods such as new launches or seasonal sales, response times may be slightly longer. We appreciate your patience.

Yes. We offer gift packaging and the option to include a handwritten note with your order. You can select this option at checkout. It is one of our favourite parts of what we do.

We work with a small, carefully selected number of premium retail partners. If you are interested in stocking Elyo in your store or space, please contact us with details about your business and we will be in touch.

Yes. We offer bespoke gifting solutions for corporate clients, including custom packaging, branded options, and bulk pricing. Whether you are looking for client gifts, event favours, or office amenities, we would love to hear from you. Please contact us directly to discuss your requirements.

Each product page on our website includes full details on scent notes, burn time, materials, and care instructions. If you cannot find what you need, contact us and we will be happy to help — we know our products inside out and are always glad to guide you to the right scent.