FAQs
Have questions? We have answers.
What are your candles made from?
What are your candles made from?
Our candles are hand-poured in Auckland using a premium, sustainably sourced vegetable wax, natural cotton wicks, and high-quality fragrance oils. Produced in small batches, each candle is carefully made to ensure consistency and quality.
The vessel is designed in New Zealand and crafted abroad from ceramic. Subtle variations and natural imperfections may occur, making each piece uniquely its own.
How long do your candles burn for?
How long do your candles burn for?
Our 1100g candles burn for approximately 90-110 hours with proper care. Always trim the wick before lighting and allow the wax to melt to the edge on the first burn to maximise longevity.
Can I reuse the jar?
Can I reuse the jar?
Yes! We designed our candles with sustainability in mind, creating reusable vessels to help reduce waste. Once your candle has burned down, simply clean out the remaining wax and wick base using warm, soapy water. Our containers are perfect for repurposing as vases, planters, or stylish storage for your makeup essentials.
Why does each ceramic vessel look slightly different?
Why does each ceramic vessel look slightly different?
Our ceramic vessels are kiln-fired, and you may notice tiny pinholes in the glaze. These occur naturally when gases escape during the high-temperature firing process. They’re a hallmark of authentic ceramics and make each piece subtly unique.
Why are there small variations in the wax?
Why are there small variations in the wax?
Each candle is hand poured, so you may notice subtle variations in the wax surface. These small differences are a natural result of the artisanal process and part of what makes every piece unique.
You may also notice some 'shrinkage'. As the candle wax cools after being poured, it naturally contracts slightly. This can sometimes create a small gap between the wax and the ceramic vessel, which is completely normal and does not affect the performance of the candle.
My candle is tunnelling. What can I do?
My candle is tunnelling. What can I do?
Tunnelling happens when the wax doesn’t burn evenly across. To prevent this, let your candle burn for at least 2–4 hours on the first use. If it’s already tunnelling, use a foil tent trick by creating a dome of aluminum foil over the top, leaving a hole for the wick, which traps and reflects heat to melt the excess wax on the sides and create an even surface.
Need more help? Contact us at hello@ceene.co, we’re happy to offer tips!
Can I cancel my order?
Can I cancel my order?
Depending on the status of your order, it may be possible to cancel the order. Reach us at hello@ceene.co
Do you do wholesale orders?
Do you do wholesale orders?
Yes! Get in touch via email hello@ceene.co - we'd love to collaborate.
Do you ship internationally?
Do you ship internationally?
Currently, we ship within New Zealand only. We're working on expanding to other regions, follow us on Instagram to be the first to know when we do!
What is your return policy?
What is your return policy?
If your candle arrives damaged, let us know within 7 days and we’ll make it right. We offer exchanges or store credit for eligible issues. Revisit our Returns page for more detail.
How can I start a return?
How can I start a return?
1. Contact Customer Support at hello@ceene.co
2. Provide your order number and reason for the return. Our team will consider this carefully
3. Follow the instructions we send for returning your item
4. Send your item back using the provided label or ship at your cost (unless otherwise stated)
5. Once we receive and inspect your return, we'll process your refund or exchange