FAQ's
Frequently Asked Questions
About our Candles
| How are your candles made? | All of our candles are housed in mouth-blown glass, which means every candle is unique and the shape may vary slightly. Each candle is then hand-poured and each label is applied by hand. |
| How should I care for my candle? | We recommend following our candle care instructions here. |
| What is your packaging made from? |
We've taken care to reduce the use of plastics throughout all of our packaging, which is why we use cardboard and paper. |
| What are your fragrances made from? | Our fragrances are made of a combination of safe synthetics and natural ingredients. We're 100% transparent with our ingredients, and you can see them listed on the bottom of each product. Our fragrances never contain any of the following: parabens, phthalates, formaldehyde, or known or suspected carcinogens or endocrine disruptors. |
| Do your candles contain parrafin wax? | Our wax is a natural blend, but it does contain parrafin to ensure a clean and consistent burn. While we believe the olfactory experience is heightened in candles which contain parrafin, we are actively searching for a 100% natural alternative. |
| Where are your products made? | Both our candles and packaging are made in Europe. |
| Are your candles vegan? | Aather candles are not vegan. However, we are actively researching vegan alternatives that perform to the same standard as our current wax blend. |
| How fragrant are Aather candles? | Our 220g Aather candles create fragrance to fill a small to medium sized room. We always recommend burning your candle in a well ventilated space. |
| How long do your candles burn for? | Each 220g Aather candle burns for up to 55 hours. |
| What should I do with my container when the candle's finished? | We encourage our customers to recycle or upcycle our candle packaging. Once cleaned, Aather jars are great for storing small household items, while our glass candle vessels make beautiful drinking glasses or even decorative containers. When it comes to recycling, we recommend separating components before sorting glass from cardboard in your household recycling bins. |
| Do you offer gift cards? | Aather does indeed offer gift cards. You can purchase a gift card here and select an amount you'd like to give. |
Orders
| How long will it take for my order to arrive? |
We aim to ship all orders within 24 hours. Orders to UK addresses should be delivered with 1-2 days after dispatch. International deliveries can take anywhere from 7-16 working days to arrive, depending on the selected shipping service. We also offer DHL International Express (at an extra cost) which takes 2-3 working days. Delivery details will be provided in your confirmation email. |
| Which shipping carriers do you use? | We ship all orders with DHL. |
| How do I track my order? | Once your order has left us, you will receive an email containing your tracking number which you can use to track its progress online. If you are a registered customer, you can also follow your delivery by signing into your account and selecting My Orders. |
| Where can I buy your products in-store? | Please see here for full details of Aather stockists. |
Contact us
| I have a query about my order. | Please email customerservice@aather.com with any queries. Our customer care team aims to reply to all emails within 24 hours. |
| I am interested in becoming a wholesale partner. Who do I contact? | You can email sales@aather.com with any enquiries about becoming a wholesale partner. Please include as much relevant information about your business as possible, including photos and links to your websites, social media accounts and/or other review sites. |
| I would love to collaborate with Aather. Who do I contact? | At Aather, we're always looking to grow our community and collaborate with like-minded creatives and individuals. Please email marketing@aather.com with your proposal, contact details, social handles and links to your website. We look forward to hearing from you! |
Shipping
| How long will it take for my order to arrive? |
We aim to ship all orders within 24 hours. Orders to UK addresses should be delivered with 1-2 days after dispatch. International deliveries can take anywhere from 7-16 working days to arrive, depending on the selected shipping service. We also offer DHL International Express (at an extra cost) which takes 2-3 working days. Delivery details will be provided in your confirmation email. |
| Which shipping carriers do you use? | We ship all orders with DHL. |
| How do I track my order? | Once your order has left us, you will receive an email containing your tracking number which you can use to track its progress online. If you are a registered customer, you can also follow your delivery by signing into your account and selecting My Orders. |
| Where can I buy your products in-store? | Please see here for full details of Aather stockists. |
Returns
| How do I return or exchange an item? |
At Aather, we do everything we can to make sure our customers love our products — but if you do need to return an order, we’re happy to help. As soon as you’ve decided you’d like to make an exchange or return, let us know. You have 28 days from the date you received your order raise your return/exchange request. In this email, please include details of the items you would like to return and the reasons why. We will then provide you with instructions specific to your order. Please note that any refunds or exchanges will only take place once the items arrive back at our warehouse. |
| When will I receive my refund? | Please note that refunds can take up to 10 working days to show on your account; this is due to varying processing times between payment providers. Your shipping costs will not be included in the refund unless the item is faulty or canceled. If your order has been sent to a destination within the UK, all sales taxes will be refunded. Outside the UK, customs duties and sales taxes are non-refundable through Aather. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker. |
| What is your Returns Policy? | All items must be returned new and unused, within 28 days of receipt, to qualify for exchange or refund. Aather is unable to accept returns that do not meet these criteria, and the relevant items will be sent back to you. Late Returns: Your item(s) should be sent back to us within 28 days of receiving you order to qualify for return or exchange. Returns outside this timeframe may be accepted at the discretion of Aather and may only be refunded as store credit. Faulty goods: Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged as a result of normal wear and tear, by accident, or through misuse, will not be considered faulty. If your item is faulty when it arrives, you can return it for a refund within 30 days from the date you received it. If you have owned your item for longer than this, please contact Customer Care. Colours: We have made every effort to display the colours of products on the Aather website as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display will be completely true to life. |
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