Frequently Asked Questions (FAQs)

About Our Candles

1. What are Colugo Candles made of?

Our candles are made of 100% natural soy wax, ensuring an eco-friendly and cleaner burn compared to traditional paraffin candles. The scents are derived from essential oils farmed by indigenous growers in Borneo and beyond.

2. Why do you use soy wax?

Soy wax is a renewable, biodegradable, and toxin-free alternative to paraffin wax. It burns slower and at a cooler temperature, offering longer-lasting candles. Moreover, it's a cleaner burning option, producing minimal soot.

Production & Ethics

3. Where are your candles produced?

Our candles are handmade with love and precision in Borneo, harnessing the skills of local artisans and promoting ethical labour practices.

4. How do you ensure ethical production?

We work closely with local artisans, ensuring they are compensated fairly. Our commitment to 'Handmade in Borneo' means we actively support and uplift the local community, giving them a platform to showcase their craftsmanship.

Safe Candle Usage

5. How can I maximise my candle’s lifespan?

Ensure you burn your candle for 2-4 hours the first time, allowing the wax to melt across the width of the candle. Trim the wick to about 1/4 inch before each use, and avoid placing your candle in draughty areas.

6. Are there any safety tips I should be aware of?

Absolutely! Always keep your burning candle within sight and away from flammable objects. Place it on a stable, heat-resistant surface. Do not burn for more than 4 hours at a time. Keep out of reach of children and pets.

Supporting Endangered Animals

7. How does my purchase help endangered animals?

A portion of every Colugo Candles purchase goes directly to conservation initiatives in Borneo via our exclusive Charity partner Project Borneo. These contributions assist in wildlife protection, habitat preservation, and educational outreach about the importance of biodiversity.

8. Which specific animals are you aiming to protect?

Borneo is home to numerous endangered species, including orangutan, sun bears, proboscis monkeys, and clouded leopards. Our efforts are aimed at creating a safer environment for all these incredible creatures.

9. How can I learn more about your conservation efforts?

Stay tuned to our blog and newsletter for regular updates on our conservation partnerships and the positive impact your purchases are making. We believe in transparency and are always eager to share our journey with our community.

10. I have more questions. How can I get in touch?

Feel free to reach out to our customer service team at orders@colugocandles.com or drop us a message via our Contact Us page. We’re always here to help!

11. How long does shipping take?

Standard shipping (1^st Class, or equivalent) typically takes 1-2 business days within the UK and 7-10 business days for international orders.

12. Do you ship internationally?

Yes, we ship to international destinations. Please note that shipping rates and delivery times vary by location, and additional customs fees or taxes may apply depending on your country’s regulations.

13. What is your return policy?

We accept returns within 30 days of purchase. Items must be in their original condition and packaging. Please note that return shipping costs are not covered by Colugo Candles unless the item is defective or incorrect.

14. How do I initiate a return?

To start a return, please contact our customer service team with your order number and the reason for the return. We will provide you with instructions on how to send the items back to us.

15. Can I exchange a product?

Yes, if you wish to exchange an item, you can return the original item and place a new order for the product you prefer. Please note that availability of replacement items is not guaranteed.

16. How long does it take to process a refund?

Once we receive your returned item and inspect it, we will process your refund immediately. The refund will be credited back to your original method of payment within 5-10 business days.

17. What if my order arrives damaged?

We carefully pack our candles to ensure they arrive in perfect condition. However, if you receive a damaged item, please contact us immediately so we can address the issue and replace the item or offer a refund.