FAQs

WELCOME to Pip & Mi. 

 

 

Thank you for visiting our website.   We strive to create high quality products using the highest quality ingredients.  We value your business so if you have any feedback or questions not answered below, please don’t hesitate to email us at pipandmi@gmail.com.

 

Where can I purchase your products?

Visit our website at www.pipandmi.com. We are also on Facebook and Instagram where we post regularly about new products and sales.

We are also at the Brisbane Botanical Gardens Markets every Sunday from 8am – 3pm, as well as the Carseldine Farmers Markets every second and fourth Saturday of the month.

 

What wax do you use?

We use the best natural soy wax available.  Our soy wax is 100% plant based and is completely renewable, eco-friendly, sustainable and carbon neutral.  Soy wax burns cleanly and slowly.

 

What wicks do you use?

We use appropriately sized wicks that are made from all natural cotton fibres and are specifically made for soy wax. They do not contain any harmful chemicals or heavy metals such as lead. Remember to trim wicks before reuse.

 

What fragrances do you use?

We use high quality fragrance oils produced here in Australia using the finest raw materials.  All our fragrance oils are designed and tested specifically for the use in candle making and reed diffusers.  Many of our fragrances contain a high percentage of essential oils.  Generally fragrance oils work better in candles as they are fine-tuned for wax whereas essential oils are fixed in composition and can be difficult to work with.  All our fragrances adhere to RIFM and IFRA standards for safety and purity.  All the fragrance oils we purchase are packaged in phthalate-free, recyclable, PET plastic bottles.  None of our fragrances are tested on animals.

 

What reeds to you use?

The reeds we use are material/fibre diffuser reeds (not bamboo).  These reeds provide a superior scent throw with very little need to flip them.  They can be easily trimmed if needed.

 

How do I burn my candle safely?

  • Don’t leave candle burning unattended

  • Keep away from children and pets

  • Don’t burn candle for more than 4 hours at a time

  • Don’t burn candle down to bottom of jar below 5mm

  • Never move a burning candle

  • Do not use the lid or water to extinguish a burning candle

 

How do I care for my candle?

  • Always burn candle till wax is melted out to the sides of the jar to prevent tunnelling

  • Store away from direct sunlight and keep in a cool place

  • Keep covered with lid when not burning

  • Trim wick before re-use

 

How do I care for my diffuser?

Remove the diffuser stopper and place reeds in.  Usually there is no need to flip the reeds as we use premium diffuser base and high quality fragrance oils.  If you do flip the reeds, be careful not to spill the diffuser liquid.  Clean up any spills on the jar or surface immediately.

 

I have noticed some imperfections.  Can I still burn my candle?

Yes. Every candle is individually created by us by hand, not produced on mass and as such may not be exactly the same.

There may be occasions when there are slight imperfections in our candles and this may be due to handling during delivery or weather conditions at the time. With very warm temperatures the candle can appear to be sweating on the top and in colder temperatures there may appear small cracks around the jar edge.  This will not affect the burn of the candle and will disappear after the first burn.

With a natural soy wax there can also be wet spots, frosting or may be slightly uneven on top but these in no way impact on the quality or performance of our candles.  This indicates a natural soy wax hand poured candle.

 

Can you make personalised or custom candles?

Yes!

Do you have a special event coming up that you would like a unique gift that will have a lasting impact? Our travel candles or our smaller size candles would be perfect and can be personalised and customised for that special day!

They can be used as a memorable table setting, wedding thank you gift or an elegant bomboniere.  We can customise labels, branding and fragrances to suit your needs for anything from:

–       Weddings, Bridal Showers, Bridesmaid gifts

–       Christenings, Baby Showers

–       Corporate Events and Functions

–       Birthdays or Memorial Candles

Please email us at pipandmi@gmail.com for any inquiries about this.

Travel Candle with customised ‘Thank You’ stickers.

 

Can I remove spilt wax?

Yes.  It is very easy to clean up spills.  Allow the wax to harden then scrap off wax.  You can clean the rest of the residue with soapy hot water.

 

Can you refill my candle?

Yes we can do refills.  Just email us and we can give you a quote and get this organised.

 

Can you refill my diffuser?

Yes we can do refills but cannot post these in the mail.  Just email us for a quote and then you can visit us at our Market Stall to collect your refill.  We are also happy to deliver to you if you are local.

 

Can I use my candle jar after the wax has burnt out?

Yes.  The jars we use for candle making are beautiful and can be recycled as jewel boxes, storage containers, trinket boxes or for household items or at the office.   Clean out the jar and wash with soapy hot water.  We can also do refills.  Please contact us via email to organise a refill.

 

What is your return/refund policy?

We strive to create high quality candles.  If you are not completely satisfied with your purchase, or it is not what you ordered, or it is  damaged, please contact us within 7 days of delivery.  We may require you to return your unburned, undamaged purchase for credit or replacement or may require a you to send us a photo.  Replacement or refund will be at our discretion but we aim to provide customer satisfaction.

We cannot accept burned or damaged candles.

Please note that all candles sold at any of our Market Stalls or Pop Up shops cannot be returned.  You have the opportunity to fully inspect the product and should be completely satisfied before you purchase. We do not offer refunds for change of mind.

 

What is your postage/shipping policy?

We post within Australia at a flat rate of $10.90.  Orders above $100.00 will receive free postage.  We cannot deliver to PO Boxes or Parcel Lockers.  If you are local and in close enough proximity to us, we are happy to  deliver or you can collect your candle from any of our markets.

 

How long will it take for me to receive my order?

We create every candle to order and we ship products within 2 days of receiving each order. Products will then take approx. 2-3 business days to be delivered within Queensland, and 4-7 business days interstate.

 

Do you ship Internationally?

Unfortunately at this stage we do not ship Internationally.

 

Can I become a retailer of Pip & Mi’s products?

Yes we would be happy to work with you.  Please email us for further information.

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