Product Care and FAQ
For the best possible experience and your safety, make sure to always refer to our product care guide recommended for each of our handmade creations.
CANDLES
Burning Instructions
- If you want to maximize the burning time, always trim the wick to 1/8'' (3mm).
- Keep candle free of any foreign materials including matches and wick trimmings.
- When not in use, place your candle away from direct sunlight and nearby heat sources.
- Only burn the candle on a level, fire resistant surface
- Do not burn decorative candle for more than 2 hours at a time.
- To prevent possible heat damage on the jar, you should always stop using the candle when there is only 1/4'' of wax left.
- Once you are done with your candle, it is time to clean your jar and reuse it!
Please visit our FAQ for more information regarding our wood wick candles.
General Safety
To prevent fire and serious injury: burn candle within sight. Keep away from drafts and vibrations. Keep out of reach of children and pets. Never burn candle on or near anything that can catch fire.
Disclaimer
Be aware that failure to follow these instructions can lead to inaccurate burning time, heat damage, injuries and fire.
HOME DECOR
Our home decor items are made from Jesmonite (eco-friendly & sustainable water-based ingredient) and are all poured, sanded and sealed by hand in our studio.
Care Instructions
- Wipe clean with a non-abrasive damp cloth and dry thoroughly.
- Prolonged exposure to water will lead to water marks.
- Do not put in the microwave or dishwasher.
- Avoid dropping as it may break
Need some help?
Frequently Asked Questions
General Questions (Shipping & Returns, Promotions, Cancellations)
Do you ship internationally??
Yes, we do.
What is your shipping rate?
- International shipping available and calculated at checkout.
- FREE standard delivery on orders over $125 within Canada & over $145 USA.
All parcels are sent via standard Canada Post & UPS (tracked) unless you upgraded your shipping method to Express Shipping.
How long does it take to process my order?
Once an order is placed, it may take up to 1-4 business days to be processed. After it has been process, you will receive a notification (email or SMS).
How long will it take to receive my order?
CANADA
- Standard shipping (tracked) 3-9 business days
USA
- Standard shipping (tracked) 4-19 business days
INTERNATIONAL
Shipping time may vary and is displayed at checkout (be aware that some options might not include a tracking number)
- Small packet international surface (not tracked) 20-60 business days.
- Small packet international air (not tracked) 6-12 business days.
- Tracked packet international (tracked) 11 business days
Please note that once your order leaves our studio, we cannot be held responsible for any unforeseen delays.
It is the customer’s responsibility to ensure the accuracy and safety of the shipping address provided. We will not be held liable for incorrectly entered shipping information or packages left, stolen, or missing from an unreliable or unsafe shipping address. The customer is responsible for paying the cost of re-shipping any packages returned to the sender due to issues with delivery.
Do you accept returns?
For Soap Bars: No. We do not offer returns or exchanges. All sales are final. If you have an issue with your order please email us at shopendlesshour@outlook.com and we will try to resolve the issue.
For Candles + Home Decor:
Yes. We offer a 14 days return policy after you receive your order (exceptions may apply). To be eligible, the products must be in the same condition as received, unused, in its original packaging and the free gifts included in your order must also be returned in the same condition as received. The materials required and the shipping cost are at the customer charge. To make your return request, please send an email to shopendlesshour@outlook.com
Once we receive and confirm that your order is eligible for return, you will be automatically refunded in the same payment method you previously choose at the checkout and an email confirmation will be sent.
Oh no! I’ve accidently entered the wrong shipping address! Can you send a new one?
It is your responsibility to inform us of your postal address. If you notice that you’ve entered the wrong address after purchase please email us straight away so we can update the shipping label if possible.
Promotions
Only one promotion code can be applied to each order. Promotion code eligible orders will have a section to input your code at checkout. Promotions can not be retroactively applied to orders placed prior to the start of the promotion. For cancellation requests, please see our Order Cancellation policy.
Order Cancellations
Cancellation requests must be received within 24 hours of purchase. Although the product might not be shipped, the inventory of orders and pre-orders are processed in our system and we are unable to accommodate any changes after 24 hours.
Please direct all cancellation requests to shopendlesshour@outlook.com
Soap Bars
Our soaps are 100% vegan, cruelty FREE, and palm oil FREE – always! Our soaps are made in small batches to ensure each bar is always top quality!
Are your soaps safe for sensitive skin?
Typically, commercial soaps are actually detergents, and they have a tendency to dehydrate and irritate your skin. In contrast, our soaps are meticulously crafted from scratch, following a unique recipe I've developed, and we employ the cold process technique. The carefully chosen oils we use are specifically intended to keep your skin well-moisturized and enriched, and all you need to do is select your preferred scent.
I always advise inspecting the ingredients before making a purchase. If you're new to our products and unsure if they live up to the hype, consider starting with our Lightly Scented Bars. These bars are free of artificial colors and feature a subtle fragrance. Give them a try, and if you're enamored, you're welcome to return and explore our array of colors and fragrances at your leisure.
How long will my soap last? The longevity of your soap mostly depends on how you store the soap and how often it’s used. Our suggestion is to employ a soap dish equipped with proper drainage and ensure the soap remains shielded from direct contact with running water. The ESSENTIAL method for extending your bar's lifespan is to allow it to thoroughly air-dry after each use. If you discover that your bars aren't drying completely even with these precautions, consider switching them out approximately every week. Simply set aside the current bar, introduce a fresh one, and continue this rotation. Alternatively, you can opt to cut your soap bar in half.
Do the soaps have a use by date? We recommend using the soaps within 6 months of first using it. The scents and colours will fade slowly over time though and some scents will start to fade after 4 months. Check individual product listings for specific details.
Candles - answering all your burning questions
How do I properly care for my candle?
ON FIRST BURN - When lighting your candle for the first time, burn for at least 2 hours to allow the top of the wax to melt completely. This will prevent tunneling in the future!
TRIM YOUR WICK - Always trim your wick to 3mm-5mm before each use (use your nails, wick trimmer or nail clipper).
TIME FOR A NEW ONE - Do not burn your candle for more than 4 hours at a time and never burn a candle all the way through - discontinue use when there is 1.5cm of wax remaining. Wash tin and re-use or recycle :)
Are your candles eco-friendly?
We are super transparent about how our candles are made and packaged. In our candles, we use coconut soy wax, FSC (Forest Stewardship Council) certified wood wicks, recyclable tin cans and reusable glass jars. Our packaging also contains biodegradable peanuts and the boxes we use are recyclable. Plus our samples are sent out using compostable mailers. The only plastic materials we use are adhesive on wick stickers and label stickers, although we are actively trying to find greener alternatives to this!
Do you offer samples?
Yes, we do! It’s hard to smell candles over the internet, which is why we’ve created a dedicated kit so you can try it before you buy. Our signature sample kit gives you 3x 20g tins and we’ll even throw in a special discount if you decide to commit to a candle later on. Shop our signature sample kit here.
I’d love to reuse my tins! How do I clean the tin jars?
Good question, we’re all about upcycling at ENDLESS HOUR! To properly clean your tins and glass jars, first you’ll want to remove any additional wax on the inside. You can do this by heating up your jar/tin in low simmering water to melt the wax. Once melted, discard the wick and add a little bit of water so it sets to a firm block. Remove the block of wax with a fork, then wash the inside with some soap and water. Another easy way is to simply place your jar/tin in the freezer for a few hours.