Find answers to the most common questions about our products, shipping, and making tutorials.
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Once your order is dispatched, you'll receive a shipping confirmation email with a tracking number and a direct link to track your package in real time. You can also log in to your CraftScent account and visit the My Orders section at any time.
If you haven't received a tracking email within 2 business days of ordering, please contact us and we'll look into it straight away.
You can modify or cancel your order within 2 hours of placing it, before it enters our packing queue. Please email us at hello@craftscent.com or use our live chat as quickly as possible.
After 2 hours, the order may already be packed and ready for collection. In that case, you can still return it under our 30-day returns policy once it arrives.
We accept all major credit and debit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are secured with SSL encryption and processed through Stripe.
We recommend soy wax flakes for beginners — they have a lower melt point (making them safer and easier to work with), a cleaner burn, and they hold fragrance beautifully. Our Golden Soy 464 is our bestseller for a reason.
If you want something with more structure for pillar candles, try our beeswax blocks. For absolute beginners, our Candle Starter Kit comes with everything pre-measured and a recipe card to follow.
For soy wax, we recommend adding your fragrance oil at around 180°F (82°C) — when the wax is fully melted but slightly cooled from its peak. This helps retain the fragrance molecules and gives you a stronger scent throw.
Always stir your fragrance in slowly and continuously for at least 2 minutes to ensure it's fully incorporated. The recommended usage rate is 6–10% fragrance by weight of wax.
Tunnelling usually means your wick is too small for the diameter of your jar. The first burn is the most important — always let your candle burn until the entire surface is liquid wax before extinguishing. This creates the "memory" of the full melt pool.
If tunnelling persists, try sizing up your wick by one size. Our Wick Guide in the DIY section has a full sizing chart based on wax type and container diameter.
Yes — with the right precautions. Lye is essential for cold-process soap making and when used correctly it is completely safe. Always wear safety goggles and gloves, work in a well-ventilated space, and add lye to water (never water to lye) to avoid a violent reaction.
All our lye products come with a full safety data sheet and beginner safety guide. There is no lye remaining in a properly saponified soap — the lye reacts fully with the oils during the cure period.
Cold process soap typically needs to cure for 4–6 weeks. During this time, the saponification process completes and excess water evaporates, resulting in a harder, milder, longer-lasting bar. Using the soap before the cure is complete can cause skin irritation.
Store your curing bars on a wire rack in a cool, dry place with good air circulation. Avoid stacking them until they are fully hardened.
For domestic US orders: Standard Shipping takes 3–5 business days, Express takes 1–2 business days. Free standard shipping on orders over $45.
International orders ship to 48 countries. Delivery typically takes 7–14 business days depending on your location and customs processing. Import duties may apply and are the buyer's responsibility.
Due to international shipping regulations, lye (NaOH/KOH) and some concentrated fragrance oils can only be shipped domestically within the US. All other ingredients ship internationally.
If you're unsure whether a specific product can be shipped to your country, please contact us before ordering and we'll confirm for you.
We offer a 30-day hassle-free return policy on all unopened products. If you receive something damaged or incorrect, we'll replace it or refund you in full — no questions asked, no return needed.
For opened products, returns are accepted if the product is defective or not as described. Please email us with a photo and your order number and we'll sort it out within 24 hours.
Refunds are processed within 2 business days of receiving your returned item. Once processed, it typically takes 3–5 business days for the amount to appear on your statement depending on your bank or card provider.
You'll receive an email confirmation as soon as your refund has been issued.
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