FAQ

Looking for more info about one of our products, services, or a pending order? Check out our FAQ below for some quick answers. If you can’t find the answer, please get in touch.

 

Can I reuse the tin/glass jars Iconic Flame Products come in?

You can reuse them. To help you clean your vessel you can use the double boil method to remove all the residue easily. Wipe with alcohol and a cloth and after removing the remaining wax you can clean with warm soapy water. Try not to dispose of wax in your sink to avoid any future clogging.

Can you not find your desired product/scent/size?

It might be out of stock or for new scent ideas you have we would love to know.  Either way, drop us a message and we can follow up with you – if it is out of stock we will let you know when we produce the next batch or if the scent doesn’t exist yet and we get lots of inquiries we may even think of starting a new scent!

Payment options:

PayPal 

Bank Transfer

Cash

Afterpay (4 instalments) 

Click and Collect available?

Click and Collect is available at Eden Terrace, Auckland, 7 days a week with the previous arrangement.

How long will my order take to arrive?

Normally around 1-3 working days for us to process your order and our aim is to send via overnight courier. We will send an update once it is sent or ready to be collected.

Due to COVID-19 parcel may be delayed 

Shipping cost?

There is a flat rate of $7.99 for non-Iconic Club products.

Free delivery on orders over $65.00

I changed my mind and now I want a different scent and/or a product. Can I get a refund or swap?

We want you to have the best experience possible. Make sure you do not use the products and maintain as received (good condition) and we will be able to swap for the desired scent. 

Please contact us within 7 days of receiving your order with your query and if applicable return goods within 14 days. 

The delivery fee is non-refundable and a new delivery fee will be charged if applicable. 

Can I cancel my order?

You can cancel your order free of charge during the first hour. Contact us by replying to your Order Confirmation e-mail sent to you after your order. 

If the goods have been sent, do not open the package and forward it back to us.

 

The delivery fee may not be refunded.

Received damaged goods, what to do?

Please send a photo and e-mail us within 48 hours of receiving the damaged goods. If damaged, we can ship a new product once we receive the damaged goods via courier or back to the click and collect spot.

Please contact us within 7 days of receiving your order with your query and if applicable return goods within 14 days. 

Let us know what you need and we’ll do our best to assist you.

 
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White Candles with Plant Decor

Candle Care

  • Light your candle in a safe space, please check Warning at the bottom of this section.​

  • Always trim the wick to 6mm before lighting.​

  • Burn your candle for at least 1 hour and let the wax melt all the way across. to avoid tunnelling. 

  • Do not burn the candle for more than 4 hours straight and don't burn the candle until the end, always allow 1cm at the end.

  • Extinguish the candle with a snuffer or blow it out gently, NEVER use water. 

EXTRA TIPS FOR MASSAGE CANDLES: 

  • ​Extinguish the fire out before applying it to the skin,

  • For external use only, do not use it on your eyes or eat it. 

  • Wait a few seconds/minutes so you can protect your skin from the heat, which everyone has a different limit. Recommend checking the temperature before pouring a large amount straight to the skin.

 
Scented Candles

Warning

  • Do not walk away from your candle. Never leave your candle unattended. Make sure the flame is completely out and you cannot see the wick glowing anymore before leaving your candle unattended.​

  • NEVER use water to extinguish your candle, use a candle snuffler or blow it gently. 

  • Only light your candle on a flat surface and away from anything that is flammable.​

  • Keep away from kids and pets.​

  • Avoid moving the candle while it is burning.​

  • Avoid draft, vents, and air currents – this will help to avoid rapid, uneven, and excessive dripping.

  • Do not burn the candle for more than 4 hours.

  • Don't burn the candle till the end, allow 1cm of wax at the bottom. 

  • Allow 10cm or more between two candles that are burning at the same time.