Frequently Asked Questions

Our candles are hand-poured in New Zealand using 100% natural soy wax and premium fragrance oils. We craft each candle with care to ensure a clean, even burn and a beautiful scent throw that elevates any space.

Burn for 2–4 hours at a time.

Keep away from draughts and air conditioners.

Always trim the wick before lighting.

Snuff the flame gently rather than blowing it out.
Caring for your candle properly will ensure a longer, cleaner burn.

We only use 100% natural soy wax to make our scented and non-scented soy candles. Soy wax is a plant-based wax that is GMO FREE and contains NO paraffin, NO unnatural additives and is also VEGAN and KOSHER. Soy candles produce little or no soot at all, so they are gentle for those who have breathing issues and allergies.

All Abbey Rose Candles, Diffusers and Body Wash products are made locally in Auckland New Zealand. Each hand-crafted using the finest natural ingredients.

We use flat braided candle wicks made from textile-grade cotton and are developed to work best with natural soy wax. These wicks will have a slight curl, produce a consistent flame and ensure’s an even and clean burn. All of our wicks are natural cotton and are Zinc and Lead-free.

Our soy candles are made of natural soy wax, which is GMO-FREE, contains NO paraffin and NO unnatural additives. Soy waxes are biodegradable, renewable and environmentally safe.

Our fragrances are all highly purified and are guaranteed to be free of phthalates, paraffin and UV inhibitors.

The most common reason for black soot release from your candle is an untrimmed wick. This is an important step in clearing off burnt pieces of the wick to control the flame and reduce soot release. Simply snuff the flame, wait for it to cool, and use tissue paper or scissors to trim the wick clean before relighting it again. 

Bumpy tops are extremely common in natural candles after burning. It is a sign that your candle is made with 100% natural wax without additives, hardeners or paraffins. It does not affect the performance of your candle and is completely normal to see!

It’s not uncommon for a soy candle to change colour. The surface might look a bit dry or flaky if the candle hasn’t been burnt for a while. This is because soy wax is a natural product. When you relight the candle, the surface will return to normal.

When a candle burns down the center without melting the wax around the edges, it is referred to as "tunneling." Tunneling typically occurs when the candle is burned for a short duration. To prevent this, ensure the initial burn lasts for at least two hours or until the melted wax pool reaches the edges of the container. If tunneling has already occurred, you can correct it by carefully removing the excess wax with a spoon and relighting the candle. Allow the candle to burn until the wax pool extends fully to the edges to avoid further tunneling.

Burn within sight.

Keep away from things that catch fire.

Keep away from children and pets.

Keep the wax pool free from debris.

DO NOT allow flame to touch glass.

STOP burning when 1/2 inch (12.7mm) of solid wax remains to avoid.

DUPLICATE

Yes, our scented candle jars and lids are crafted with longevity in mind. Once your candle has burned to completion, simply insert one of our scented candle refills, relight, and indulge in the ambience all over again.

Reed diffusers gently release fragrance through fibrous reeds, which absorb the scented oil and diffuse it into the air. This provides a continuous, flame-free fragrance that subtly elevates your space all day long.

On average, our 200 ml diffusers last 6–8 months, depending on room temperature, airflow, and placement. To keep the fragrance vibrant, we recommend flipping the reeds every 1–2 weeks.

For the most even fragrance distribution, place your diffuser in a well-ventilated area away from direct sunlight, heaters, or air conditioners. High-traffic spaces such as entryways, living rooms, and bathrooms are ideal.

Absolutely. Our diffuser vessels are designed for longevity. Once the oil has finished, simply empty any remaining diffuser oil from the bottle, insert a fresh diffuser refill, and replace with new reeds for best performance.

If the scent becomes faint, try flipping the reeds to refresh the fragrance. If it’s been several months, it may simply be time to top up or replace the oil.

While each scent is designed to shine on its own, you may place multiple diffusers in different rooms to create beautifully layered scent zones throughout your home.

Yes. For a softer scent, use fewer reeds. For a stronger fragrance, use all the reeds provided and flip them regularly.

For optimal use, we recommend saturating both ends of the reed sticks in diffuser oil upon first use. To do this, simply insert the reeds into the oil, then flip them over. The reeds work by drawing fragrance oil through tiny capillaries, allowing the scent to disperse evenly into the surrounding air.

To maintain freshness and enhance scent diffusion, reverse the reeds regularly—approximately every one to two weeks. If the fragrance intensity is too strong, reduce it by removing one or two reeds until you achieve your desired level. On average, a diffuser will last for several months with proper use.

Once your diffuser or candle has been used up, rinse the container with a small amount of dishwashing liquid and hot water ensuring all product has been removed before placing it in the recycling bin. Reed sticks can also be washed briefly and added to compost for environmentally friendly disposal.

Each diffuser comes with our luxury fibre reeds that are carefully selected to ensure optimal fragrance diffusion. These premium reeds draw up the oil and release the captivating aroma steadily over time, creating a consistent and long-lasting ambience in any room. Fibre reeds require less maintenance and have a better fragrance throw than alternatives, providing a longer-lasting and more fragrant experience.

If nothing is coming out, it may simply be that the product hasn’t been used for a while and has settled back into the bottle. Gently press the pump a few times to reactivate the flow—your product will be dispensing beautifully again in no time.

Our hand and body wash/moisturiser dispensing caps feature a unique locking mechanism designed to prevent accidental dispensing of the product. To unlock the cap, ensure it is securely tightened, then turn the nozzle counterclockwise until you feel it release. Once unlocked, you can press down on the nozzle repeatedly to dispense the product.

We are always seeking new opportunities to collaborate with luxury retailers and would be delighted to discuss potential partnerships. If you're interested, please email us at info@abbeyrosecollection.co.nz, and we will respond promptly. We offer a range of exclusive, specially curated offerings tailored for the retail market.

We are pleased to offer nationwide shipping throughout New Zealand at a flat rate of $10 $15 for our rural friends. For customers who spend over $150 on products, we provide free shipping as a thank you for your order. Whether you're purchasing a small or large selection, we aim to ensure your items reach you efficiently and promptly, with no additional shipping costs for qualifying orders.

At present, we only offer courier services within New Zealand. However, if you are located outside of these regions, please don’t hesitate to contact us at info@abbeyrosecollection.co.nz. We will make every effort to assist you with your request and explore possible shipping options.

If you are not fully satisfied with your purchase, you may return it for an exchange or refund. Returns must be postmarked within seven (7) days of the purchase date, and all items must be in new, unused condition.

Please note that return shipping costs are the responsibility of the customer. We strongly recommend using a trackable shipping method to ensure the safe return of your item. To request a return or refund, please contact us via email at info@abbeyrosecollection.co.nz