FREQUENTLY ASKED QUESTIONS

Product FAQs

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Do you use soy wax in your candles?

Yes, we only use soy wax in our soy candles, we do not colour or add chemicals to our wax as this will compromise the quality of a soy wax candle.

What kind of wick do you use?

All our wicks are cotton and do not contain any lead

Do you refill candle jars?

No, we do not refill candle jars as we want to uphold the highest safety standards, we do hope that you re-purpose your jars for other uses around your home or office.

Do you sell diffuser refills?

No, we do not sell diffuser refills, after six months+ your reeds will also need to be replaced, so we recommend purchasing a new complete diffuser pack.

Are Original Soy Co Products tested on animals?

No, we do not test any of our products or product components on animals EVER!

Why is there black residue on the inside of my candle jar?

Black residue may appear on the glass of your candle if the wick is not trimmed. Ensure the wick is always upright and trimmed to 5mm before use and each time you re-light your candle. The black residue can be removed easily with a wet cloth.

Am I able to buy gift vouchers online?

Yes, you can purchase online gift vouchers HERE

Website, Order & Delivery FAQs

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How do I know you received my order?

When an order has been placed, you will receive an ‘order confirmation’ to the email you have entered when completing your purchase or the email stored in your account profile. Be sure to check your junk inbox too, in case the email has been placed there. If you do not receive the order confirmation, please contact us HERE and we will check that your order has gone through.

How do I get in contact with you?

You can get in touch with us via the contact us page through our website or you can email us directly at  sales@originalsoyco.com.au we will get back to you asap

I can’t remember my password, how do I log into my account?

If you have forgotten your password, please select the ‘forgot password’ option. This will send a temporary password to your email address and you will then be able to login using this.

What do you do with all my personal details?

Your privacy is something we take very seriously. We collect your personal information to process and dispatch your order, you can read through our Privacy Policy here

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