FAQ's

What payment methods do you accept?

Here at Cougar Candle Co we accept Cash (on pickup), Direct Credit, Laybuy and Paypal. Our billing is all in New Zealand Dollars.

Do you ship Internationally?

Yes, we can ship internationally. Please email us to arrange your order for shipping purposes.

How long since i have placed my order will i receive my items?

Once your order/payment has been processed, we will ship goods within 3-5 business days. We use PBT Couriers. As above, International shipping can also be arranged. 

Do you do customized candles?

Yes! Absolutely. We can customize any orders and requirements from fragrances to personalized labels. Weddings, baby showers, parties, favors. Email us to find out more.

Why is there a white frosting look on my candle?

Because of how natural soy wax is, it is very common for a white frosted look to appear on the candles. Don’t panic, this is perfectly normal.

My candle has discoloured to a yellow colour, why has this happened?

As the fragrances have natural extracts, mainly from flora and fauna this can sometimes cause a yellowing effect when exposed to the sun. It will NOT effect the fragrance or the quality of the soy candle at all. Some fragrance oils, especially those with vanilla in them have the ability to discolour very easily and because our fragrance oils are made predominantly of raw materials meaning dis-colouration is more prevalent.

My candle has holes that look like “pitting” why is that?

Some of the fragrances, particularly flowery ones can sometimes create a pitting look in your candle, this is perfectly normal and will not effect the burning of your soy candle.

Why does my wick look like it has a bulb on the end?

You need to keep your wick trimmed to 1/8 “ before lighting and always extinguish by dipping the flame into the wax itself. This will prevent the smoke and burnt smell that usually occurs from “blowing” the candle out.

My soy candle seems to be “sweating” what is this?

Soy wax will sometimes release excess oil, especially during significant temperature changes. This often happens after shipping across the country. Generally, a small pool of moisture will form on the top of the candle. This will not affect the candle in any way and will not usually reappear after the initial burn.

To remove the oil, use a paper towel to gently wipe it clean. And always remember to store your soy candles in a cool place, out of direct sunlight.

Why is my candle starting to smoke?

There are normally only two possible reasons why a candle is smoking. The candle may be in a draft or the wick has gotten too long and/or mushroomed. Simply extinguish the flame, let the candle cool down, trim the wick back to 1/8th of an inch and move to a draft free area before relighting.