Frequently Asked Questions (FAQ)
PRODUCT
1. What ingredients are used in your candles?
Our candles are crafted using a high-quality blend wax, cotton wicks, and 100% fragrance oils. Each candle is carefully formulated to deliver an intense and long-lasting scent experience. In line with our respect for nature and all living beings, our products are free from phthalates, pesticides, parabens, and sulfates. We never test on animals.
2. What is the burn time of your candles?
Burn time may vary depending on the size of the candle and how it is used. For example:
• A 120g candle burns for approximately 20–25 hours.
• A 200g candle burns for approximately 35–40 hours.
Detailed burn time information is available on each product page.
3. Are your candles safe for children and pets?
Our candles are made with natural, high-quality ingredients designed to create a peaceful ambiance. However, as they are flammable products, they should always be used under supervision. We recommend placing candles on stable, heat-resistant surfaces, out of reach of children and pets.
4. What should I consider before lighting a candle?
• Use your candle on a flat, heat-resistant surface, away from direct drafts.
• For an even and long-lasting burn, trim the wick to about 0.5 cm before each use. This prevents sooting and ensures a controlled flame.
• When lighting your candle for the first time, allow the wax to melt fully across the
surface (approx. 4 hours) to avoid tunneling.
• Remove any charred wick debris before each use to maintain a clean, even burn
and maximize performance.
5. Are your products vegan and cruelty-free?
Our candles contain no animal-derived ingredients and are never tested on animals. All production processes align with standards and reflect our commitment to ethical manufacturing.
6. Do you offer products suitable for people with fragrance sensitivity?
Some of our collections are formulated with lighter scents, ideal for those with sensitivities. You can find detailed ingredient information on each product page.
7. Are your fragrance oils natural?
Our fragrances are developed using a blend of natural essential oils and IFRA-compliant safe components.
This unique balance ensures long-lasting diffusion, while remaining mindful of human health and environmental impact.
8. What fragrance notes do you use?
Our curated selection includes notes such as Magnolia, Strawberry, Green Tea & Grapefruit, Peony, Lily & Lotus, Lavender, Ocean, Patchouli, Sandalwood, Apple & Cinnamon, Vanilla, and Coffee.
9. How long does the scent last, and will it fill the room?
Thanks to our 100% fragranced formulation, the scent begins to emerge within 15–20 minutes of lighting and gradually fills the space with a lasting, elegant atmosphere.
Our candles are ideal for small to medium-sized rooms. For larger areas, we recommend using multiple candles.
10. Do you offer personalized candle orders?
We currently do not offer custom or personalized candle production.
However, we regularly launch special collections and seasonal releases. Please visit our website or follow us on social media to explore new offerings.
11. Can I send a candle as a gift?
We currently do not offer gift wrapping as a standard option.
However, we’re happy to receive your feedback and are actively working on introducing special packaging solutions in the future.
12. Do you offer bulk or corporate gifting options?
Absolutely! For bulk or corporate orders, please contact us at info@rubycandles.com — we’d be delighted to assist you.
ACCOUNT
1. Can I shop without creating an account?
Yes, you can shop on rubycandles.com without registering.
However, we recommend creating an account to track your orders more easily, access exclusive offers, and receive timely updates.
2. Should I update my account information?
Keeping your contact and shipping information up to date helps us serve you better.
All notifications related to your order will be sent to the email or phone number linked to your account.
3. What is Iyzico?
Iyzico is one of Turkey’s most trusted payment infrastructure providers. All payments on rubycandles.com are protected with 256-bit SSL encryption via Iyzico for a secure shopping experience.
SHOPPING
1. How do I place an order?
Log in to your account and start browsing. You can search for products, add items to your cart, enter your shipping and payment details, and complete your purchase in just a few steps.
2. Can I shop from anywhere in Turkey?
Yes! You can place an order from anywhere in Turkey via rubycandles.com
3. Are your prices inclusive of VAT?
Yes. All prices listed on rubycandles.com include VAT.
4. Can I shop from my mobile device?
Absolutely. Our website is mobile-friendly and accessible from all devices.
ORDER
1. When will my order be shipped?
In-stock items are typically dispatched within 1–3 business days. Since we don’t offer custom products, our shipping process is fast and standardized.
2. Which shipping company do you use?
We ship all orders via Yurtiçi Kargo. Once your order is shipped, you will receive a
tracking number by email.
3. What is the estimated delivery time?
Orders are shipped within 3 business days of confirmation. Delivery times vary based on your location. During peak sales periods or promotions, shipping may be slightly delayed — thank you for your understanding.
4. Can I change my delivery address after placing an order?
Once your order is placed, the delivery address cannot be changed.
If the order hasn’t shipped yet, you may cancel it and place a new one with the correct address. If it has already been dispatched, please contact the courier directly for further assistance.
5. Can my billing and shipping addresses be different?
Yes. You can enter different billing and delivery addresses during checkout.
6. What should I do if my order is incorrect, incomplete, or damaged?
If the package appears damaged upon delivery, please ask the courier to prepare a damage report and do not accept the package. For damages discovered after delivery, you must notify us within 14 days. You can do this via the “Orders” section under your account using the “Request Return” button.
Once your request is reviewed, we’ll provide return instructions and shipping details within 48 hours. If the damage is confirmed to be non-user-related, the item will be replaced at no cost.
Please include the original invoice with your return. If the invoice is issued to a company, a return invoice will also be required.
7. Under what conditions can I cancel my order?
If your order is still marked as "Order Received" or "Preparing," you can cancel it via your account. Once it’s being processed or shipped, cancellation is no longer possible — in this case, you can submit a return request.
Refunds for canceled orders will be issued to the original payment method. For more information, please see our Return Policy page.
8. What are your return and exchange policies?
You may return unused items in their original packaging within 14 days of delivery. At this time, we do not offer product exchanges. However, we’re always happy to help — if you encounter any issues, please contact us at info@rubycandles.com.
9. What payment methods do you accept?
We accept all major credit cards, debit cards, and virtual cards. You may also securely save your payment information for faster future checkouts.
10. How can I track the delivery of my order?
You can track your shipment at www.yurticikargo.com using the tracking number provided by email.
If you’ve shared your mobile number with us during checkout, the courier company will also send you SMS updates.