FAQ: Your "Burning" Questions ;)
How can I get a When’s Low Tide candle?
We launch candle batches every other Tuesday or more often on holiday weeks. Batch release times are announced on our Instagram and Facebook pages.
Why are they always sold out?
The candles are made in one of a kind beach found vintage containers sourced at coastal landfills through beachcombing and mudlarking - they are a limited resource so they cannot be made in unlimited quantities; they are handpoured in small batches according to container availability. We are working on supply and looking at expanding into vintage and recycled containers, all of which would still contain beach finds.
I had candles in my cart during the sale and then they were gone. What happened?
During the batch release there can often be over 100 people on the website at one time, and up to 20 people with the same candles in their shopping carts at the same time. Similar to the way concert tickets are sold, whoever checks out with the candle first will be able to purchase it and it will disappear from the other carts in order to ensure the same candle is not sold multiple times. We apologize for any inconvenience but this is the way the Shopify platform is set up in order to protect purchases for customers.
How do I know what the candle sizing means?
In order to simplify listings, we added sections within each scent for medium, large, and extra large white and blue jars, plain/fancy teacups and clear jars. Because hundreds of different container shapes, sizes and styles were made 50-100 years ago (the period of time of our beach-found containers), it is impossible to list container sizes by ounces— we have a range of container sizes/shapes within each general category size. Our smallest size jars are used for the “sampler” sets that give the opportunity for a sampling of 4 (or 8) of the current scents we are pouring. Medium is the next size up, then larger for the larger size and the largest are extra large. These are generally descriptive size guidelines as we sort the containers according to the amount of wax they require. There is a lot of inconsistency in container sizing because so few containers are alike but again we use rough guidelines based on wax used per ounce.
I made several purchases in one day, can you combine shipping?
Because people are sometimes rushing to buy a candle, we have found that often there are multiple purchases by individuals on a given day. We used to try to do refunds and combine shipping, but this caused us to have to recalculate new package and postage weights outside the system in addition to doing calculations and refunds for what soon amounted to many dozens of orders and it became impossible to spend the time tracking so we had to abandon this policy and now cannot offer shipping cost refunds. Postage paid on one order is often not enough to cover shipping two candles depending on candle weight. If we see that there are more than three separate orders we will try to refund the shipping cost on one of them when possible, we will often ship in one box to save on the cost of resources. Please note that when possible we use biodegradable packing materials and recycled cardboard. We upcycle/reuse all packaging material we receive as well.
What is your container refill/return policy?
NEW: Because of shop volume we have had to update this policy as follows: if you would like to return candle containers, we will offer a shop discount of 25% on a future purchase on 4 or more jar containers returned for recycling (two coupons for 8 jars, etc). We are no longer refilling standard container jars as custom orders due to volume. We can refill teacups, Extra Large white cosmetic jars, or oversized large size alternative containers (teapot, Barbasol jar, etc). We will charge $30 including a new beach find, plus shipping to refill and return the container to you. Unless you specify otherwise and are willing to wait for an in-house standard scent, we will pour the jar in a current scent we are pouring, thus making it a “surprise” scent.
What is a “Surprise Me” or Mystery Candle?
Surprise Me or Mystery candles are candles that are poured in unusual containers that don’t fit into our standard sizing, or a combination of two smaller jars left from a recently poured batch.
Have more questions? Email Chandler in Chief Mary McCarthy email@example.com