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How are your products made?

We're Artisans! We make our products with our hands, and of course with the assistance of our tools and work shop equipment! All items are handmade individually by ourselves from unique handmade moulds (for this reason some products may differ ever so slightly in appearance; we're all unique, and so are our products!) We work with a high strength casting plaster, the finest resin, and soy wax blend for our candles. Any other questions regarding a product; just ping us an email and we'll be happy to help.

Can you make a custom/bespoke order?

Yes we can make products in custom colours and to varying specifications (i.e. height for lamps). Send us an email if you'd like to discuss what you're looking for: support@theblackenedteeth.com

How do I clean and care for my products?

Our products (resin and plaster) are painted by hand and sealed with a durable matt or gloss varnish, however we don't recommend using cleaning products (i.e. polish or the likes) on your items. A simple, smooth (non-abrasive) dusting cloth will do the job nicely. Our products are not designed to be used outdoors.

Once I’ve placed an order, can I change my shipping address?

Addresses can be changed up until your order is labelled. Our making process starts pretty quickly after receiving the order, so let us know the correct address as soon as possible; once the order is in transit we cannot change the address. Please send any address amends to: support@theblackenedteeth.com

I forgot to use a discount code. Can you apply it afterwards?

Unfortunately discount codes must be applied at the time of checkout, and we cannot refund you the difference if you forget to use it.

Can I use PayPal?

Yes we accept PayPal as a payment method.

Why has my order been cancelled?

Orders may be cancelled in the event that our system identifies them as fraudulent. If you believe this to be a mistake, please contact support@theblackenedteeth.com and we will ask you some questions to confirm the legitimacy of the order. On rare occasions, we may oversell on a product. In these cases, your order will be split (if it contains other items), or cancelled, and you will be contacted to arrange either an alternative product, a refund, or a voucher code of the same value.

My order has been marked as delivered but I haven’t received it.

We use Tracked services, so if you haven’t received your order despite it being marked as delivered, then please check the tracking information as to where it was delivered. Sometimes in the event the courier cannot deliver to your address, they will deliver to a neighbour, or place parcels in a safe place. If this is not the case then please first contact the courier as they will in most instances only discuss deliveries with the receiver (i.e. you), not the sender (i.e. us).

I’ve received a faulty item.

In the event you receive a faulty item, please contact support@theblackenedteeth.com as soon as possible, including your order number, a description of the damaged item, and photographic evidence. Please also do not return any faulty items back to us unless advised to do so by a customer services agent.

I’ve received the wrong item.

In the event you receive the wrong item, please contact support@theblackenedteeth.com as soon as possible, including your order number, the missing item, the item you received instead, and photographic evidence. We will normally ask you to return the incorrect item, but please follow whatever instructions you are given by our customer services agent in order to rectify the problem quickly and efficiently.

There’s something missing from my order.

In the event you receive your order with an item missing, please contact support@theblackenedteeth.com as soon as possible, including your order number and the missing item.

Do I have to pay to return my order?

We only offer refunds on postage for items that are faulty. We would encourage you to only order items you do not plan on returning to reduce unnecessary emissions in transporting the item to and from us.

What happens once you receive my return?

Please allow up to 5 working days to process returns. Once we have received your return, if you have requested an exchange for which you are eligible, we will process this for you and you will receive a confirmation email. If you have requested an exchange for which you are not eligible (i.e. item was returned outside of 14 days, etc.) we will contact you to ask how you would like to proceed. In the event that you request an exchange and the item you have requested is out of stock, we will contact you to ask if there is an alternative item you would like.

An item I recently bought has now been put on sale. Can I be refunded the difference in cost?

Prices can be reduced depending on a number of factors without prior warning—this is simply the nature of sales. In making a purchase you are accepting the amount you are being charged, so we cannot refund you the difference. However, you are of course free to return any items, provided they comply with our Returns Policy.

We're here to help you get the best out of your candles, and take good care when using them. We all need to remember that candles are 'mini fires', so there's safety measures and a little science that we need to think about!

CANDLE INFORMATION

What safety measures should I take when burning The Blackened Teeth's candles? (and candles in general)

It is vital that you follow these safety tips when lighting your candle:
1. Never leave your candle burning unattended; you've now committed to watching this flame.
2. Keep your candle out of the reach of children and pets.
3. Never burn your candle on or near anything that might catch fire (curtains, furniture etc)
4. Be sure your candle is placed on a stable heat-resistant surface. Most of our candles require you to place them on a heat-resistant dish with a lip. The shapes of our candles mean that wax dripping may occur.
5. Keep burning candles away from any drafts; a dancing flame may look funky, but it won't contribute to an even, central burn for your candle.
6. Don’t burn your candle all the way down - it's sad; but know when to say goodbye (1.5cm of wax left means it's goodbye time)
7. Never touch or move a burning candle when the wax is liquid.
8. Place burning candles at least 10cm apart from one another (its nice to have them clustered with a ritualistic vibe going on, but safety first)
9. Use a snuffer to avoid hot wax splattering, and never use water to put out the flame.
10. Trim your wick before burning. Wicks are best trimmed when they have been extinguished, ready for when you next lift. A cared for wick will give you a good flame.

'I have a ‘Frosted’ effect on my candles'

If you've ever seen a white-ish color coating on chocolate, then you have a good idea of what frosting looks like in soy wax. It is a natural byproduct of a natural wax and in no way affects the burn ability or fragrance of a candle. It is caused by tiny crystal growth that form on the top and sides of the wax. We can limit frosting taking place by making your candles well; using our knowledge of the materials we work with. But frosting can still happen after production and its namely down to how they're stored/displayed.

Frosting can be more frequent on darker candles (your reds, your blacks) and the way you care for them can help limit this.

To limit frosting, keep your candles out of direct sunlight, in a room with ambient temperature is perfect. Try to not store on windowsills (lit or unlit).

'My flame is pretty damn big?'

You need to extinguish your candle and trim your wick. This is really important. A huge flame may look pretty cool but it isn't safe to let it grow. Wicks NEED to be trimmed when they've been extinguished, not upon lighting. Trimming a cold wick can affect the longevity of your candle - cold black wicks are brittle things so it could break off entirely and leave you with no wick to light. That'd be sad. Allow the wax to reset before igniting again.

'Is there anything I need to do after I've extinguished my TBT candle?'

We're glad you asked! Firstly, don't leave a candle alone when you've just extinguished it. Secondly, there's some quick aftercare that can improve the burn and longevity of your candle. Pillar candles require a little 'hugging' before the wax has fully reset. Hugging back in the top edges of your candle gently with your hands will allow it to hold its form well and stay central (not have a flared top). Pushing the outer top edge in toward the wick will allow these edges to melt a little on next burn and contribute to good wax consumption. Be sure to not hug in too much; we still need to ensure adequate oxygen flow to your flame (and not create a chimney)

JAR CANDLES

Jar candles need to be cared for too. The vessel (jar) is your candles 'walls' and you need to take measures in order to make sure your jar is being looked after.

Your jar candles come with 'Candle Care' instructions, please read them before committing to your burn session. We recommend you commit to around a 4 hour burn for your very first burn. As always, you've now committed to watching this candle burn. If you spot any signs that your wick is fooling around (large flame, excessively smoking, dancing a lot) then you need to extinguish the flame, trim the wick (rule out drafts) and re-light your candle before the wax melt pool sets. The first burn is a really important time for your jar candle; wax has a memory and the memory is defined predominately by its first burn.

Short burning sessions can lead to your jar candle tunnelling, which will lead to a shorter candle life. To prevent tunnelling, stick to minimum 3 hour burns after your first burn - our candles have been tested and these timings will give your jar candle a full and good life.

After Burn: Use a candle snuffer to extinguish flame (this is the safest method). Trim your wick to 0.5cm before it gets cold. Allow the wax melt pool to fully reset/cool before relighting or before placing the lid on. Cease using the candle when there is only 1.5cm of wax left. If you wish to repurpose your jar; gently use a spoon to remove any wax left (don't use something sharp, that could end horribly)

LAMP INFORMATION:

Declaration of Conformity (DoC)

EC DoC’s are available upon request for all (luminaries) products that we produce. DoC’s are internally audited to ensure information is updated to remain accurate and are supported by relevant documentation from suppliers, independent test certificates and The Blackened Teeth’s own internal testing process. All EC DoC’s form part of our technical files which underpin our CE mark (as per the EU directive) and UKCA mark.

Using our products outside of the EU (USA, Canada, Australia, NZ, etc)

The Blackened Teeth are a UK company, therefore our compliance certifications only cover European Union (EU) directives (the legal jurisdiction we operate according to). Many customers have chosen to use our (luminaries) products in various parts of the world (outside of EU) through buying from ourselves and using an international courier. In this instance, the purchaser accepts sole responsibility for establishing the products compatibility and compliance with a relevant qualified/accredited agency in their region.

Any further information required please email: support@theblackenedteeth.com

Frequently asked questions

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