FAQ
What type of wax do you use?
Our candles are hand-poured using a luxurious coconut apricot wax blend designed for a smooth, beautiful burn and excellent fragrance performance.
What type of wicks do you use?
Urban Luxe candles are made with wooden wicks, which create a soft crackling sound while burning and add to the cozy candle experience.
Are your fragrance oils phthalate-free?
Yes. We use premium phthalate-free fragrance oils in our home fragrance products.
How long should I burn my candle?
For best results, we recommend burning your candle for approximately 3–4 hours at a time. Allow the wax to melt evenly across the surface before extinguishing whenever possible.
Do I need to trim my wooden wick?
Yes. Trim your wooden wick to approximately 1/4 inch before each burn and remove any loose or charred wick pieces before relighting.
Why is my wooden wick flame low?
Wooden wick flames can naturally fluctuate during the burn. A lower flame does not always mean there is a problem. Make sure the wick is properly trimmed and that the candle is placed away from drafts.
Why is my candle tunneling?
Tunneling can occur when a candle is extinguished before the wax has had enough time to melt evenly across the surface. Longer, consistent burn sessions can help promote a more even melt pool.
When should I stop burning my candle?
Discontinue use when approximately 1/4 inch of wax remains at the bottom of the vessel.
What are Discovery Candle Sets?
Our Discovery Candle Sets are a fun way to experience multiple Urban Luxe fragrances in smaller sizes before choosing a full-size favorite. Each set features a curated selection of scents.
Can I choose the scents in my Discovery Set?
Discovery Sets may be offered as curated collections, depending on the season or collection. The included fragrances will be listed in the product description.
Do you offer custom candles?
Yes. Select candle collections may be customized with options such as color, fragrance, label design, and candle size. Availability and customization options vary by product.
Can you make candles for birthdays, weddings, memorials, or events?
Yes. Custom candles can be created for a variety of special occasions, including birthdays, weddings, bridal events, baby showers, memorials, corporate events, and more. Contact us for custom-order availability and pricing.
What is the Urban Luxe Candle Bar Experience?
Our Candle Bar is an interactive candle-making experience where guests can explore fragrances, create a custom scent blend, and pour their own candle.
Do you offer private or mobile Candle Bar events?
Yes. We offer private and mobile candle-making experiences for celebrations, corporate events, team-building activities, birthdays, bridal events, girls' nights, and more.
How long does it take for Candle Bar candles to be ready?
Freshly poured candles need time to cool and set properly. Pickup or shipping details will be provided based on the specific event or booking.
Do you offer wholesale or bulk ordering?
Yes. We welcome wholesale, corporate gifting, event favors, and bulk-order inquiries. Contact us with your quantity, product type, desired date, and customization details.
How long does order processing take?
Processing times may vary depending on order volume, product availability, and whether your order includes customized or made-to-order items. Current processing estimates should be listed at checkout or within the product description.
Are custom orders refundable?
Because custom and personalized products are created specifically for you, they are generally final sale once production has begun. Please review all personalization details carefully before submitting your order.
What should I do if my order arrives damaged?
Please contact us as soon as possible and include your order number, photos of the packaging, and photos of the damaged item so we can review the issue.
Can I return my empty candle vessel?
Eligible Urban Luxe vessels may be accepted through our vessel recycling program. Contact us for current eligibility and program details.
How should I use Urban Luxe Fragrance Mist?
Our fragrance mists can be used to refresh spaces such as bedrooms, bathrooms, linens, upholstery, and other suitable surfaces. Always test fabric surfaces in a small, inconspicuous area first and avoid spraying directly onto delicate materials.
How do I use wax melts?
Place the desired amount of wax into an approved wax warmer and follow the manufacturer's instructions for your warmer. Never add water to wax melts.
How do I use a car diffuser?
Remove the stopper according to the product instructions, securely replace the diffuser top, and briefly tip the bottle to allow the fragrance to absorb into the wooden cap. Keep the bottle upright afterward and avoid allowing fragrance oil to spill onto vehicle surfaces.
How can I contact Urban Luxe?
For questions about orders, custom products, wholesale inquiries, Candle Bar bookings, or general assistance, please use the Contact Us page on our website.