FAQ

The table below gives the approximate burning times, depending on the candle size:

Max 10 : 60h

Max 16 : 150h

Max 24 : 400h

Max 35 : 800h

The above burning times are indicative and may vary from one model to another. The burning times given assume that the candle is used correctly.

A candle burns more rapidly when the wax is totally liquefied than when it is still partly solid. We therefore recommend that you extinguish your candle one hour after the wax has become totally liquid. This will extend its useful life.

In order to enjoy an optimal burning experience, please read the following instructions carefully:

Burning

The quality of our scented candles involves a specific burning ritual. Each time the candle is burnt, it is important to wait until the entire surface liquefies before extinguishing the candle. This will prevent the formation of craters which are unattractive and make burning more difficult. The first time you light your candle, it will always burn for longer than on subsequent occasions. Allow time for the first layer of wax to liquefy completely. The length of time this takes varies depending on the size of the candle: a Max 10 candle will take 3 to 4 hours, a Max 16, 5 to 6 hours and a Max 24 or a Max 35 between 8 and 10 hours.

We also recommend that you put out the candle within one hour once the surface of the wax has liquefied completely. This will ensure that your candle lasts longer, as the liquid wax evaporates far more quickly.

Take care not to let your candle burn unattended and do not expose it to sources of heat or to draughts. Exposure to draughts will cause the flame to flicker and give off black smoke.

In addition, take care not to burn the last centimetre of wax as a flame burning against the glass may cause it to shatter.

Care

To maintain the aesthetics and extend the life of your scented candle, it is important to care for it properly once it has finished burning.

Keep the burning instructions leaflet supplied with your candle in a safe place. To avoid soot forming, cut the wicks regularly to a maximum height of 0.6 cm and clean the inside of the glass using an alcohol-free product. Every time after the candle has been burning, reposition the wicks in the centre if necessary.

You will find the accessories needed to look after your candle on the Accessories page.

To look after and burn your Baobab Collection scented candle as well as possible, please consult our Art of Burning page and read the safety instructions carefully.

Baobab Collection scented candles and home fragrances combine outstanding craftsmanship with top quality raw materials.

Craftsmanship

Each Baobab Collection scented candle is made by hand and given very special care. The glasses are hand-blown by master glassmakers with unique know-how. So each glass is unique. The scented wax is carefully poured in by hand. A Baobab Collection scented candle may require up to six successive layers of wax, so takes four days to make.

Once poured, the candles are carefully cleaned. They are provided with their label and a black ribbon is tied on by hand. They are then packed in their case.

The raw materials

The materials used are meticulously selected to offer you a scented candle of the best possible quality. All the components are sourced in Europe.

We have selected the purest wax on the market, made in Germany. The glasses are hand-blown in Poland, the Egyptian cotton wicks are assembled in Germany and the limited edition leathers come from Italy. Finally, the fragrances are created by the best aroma companies located in Grasse and in Switzerland.

To find out all about our candle manufacturing process, please consult our Craftsmanship page.

Due to their artisanal manufacturing process, Baobab Collection candles cannot be refilled.

Each glass is hand-blown and therefore unique. Their size and shape are not standard and vary from one glass to another. Consequently, it is not possible to develop refills that could be adapted to each glass.

Please note that we do not accept any liability should a problem arise if you refill your Baobab Collection candle or have it refilled with new wax.

Your candle may be standing on a slightly sloping surface. If so, turn the candle gently.

Your candle may also be in a draught. In this case, turn the candle or place it gently in a less exposed area.

The surface of your candle must always remain even to avoid the formation of holes that could drown the wicks. We therefore recommend that you do not put out your candle until the wax has liquefied completely.

There may be many reasons for this:

- When the surface of the wax is almost entirely liquid, the flames may shrink for an hour or two before burning evens out again.

- When your candle has only a few centimetres of wax remaining, the air intake is lower. Put out your candle and re-light it at least a quarter of an hour later. The flames will burn brighter again.

There may be many reasons for this:

The wicks are too long.

We advise you to cut them down to 0.6 cm, even while the candle is burning if necessary.

The candle has been burning for too long.

Once the wax surface becomes totally liquid, we advise you to blow out the candle within the hour. When the surface of the wax is liquid, the interior of the candle heats up and a large quantity of wax evaporates through the wick. The candle therefore burns in a less stable manner and the flame flickers more. When a flame moves too much, it gives off soot.

The candle is in a draught.

This makes the flame flicker and therefore give off soot. In this case, turn the candle or place it gently in a less exposed area.

The inside of the glass has never been cleaned.

In this case, the soot that has accumulated inside the glass during previous burnings falls back into the wax when the glass heats up. This soot mixed with wax burns badly and produces black smoke.
It is therefore advisable to clean the inside of your candle regularly with a cloth soaked in an alcohol-free product. (Never use a product containing alcohol to clean your candle).

The room in which you are burning your candle is too small.

All candles give off a little soot. A Max 35 with 7 wicks is fairly tall. The ceiling therefore needs to be high enough for the smoke to disperse. Candles of this size are best used in large spaces.

Over time, the fragrance in the upper layer of the candle evaporates. Naturally, therefore, this will give off less fragrance the first time it is burnt.

Generally speaking, the more liquid wax there is, the stronger the scent will be as it escapes more easily.

We advise you to wait until the wax surface has liquefied completely and to use your candle more so as to reach the wax with more concentrated fragrance.

The Baobab Collection fragrance diffusers are very popular, especially in places where people sometimes hesitate to light a candle, such as in bedrooms or bathrooms.

The Baobab Collection diffusers contain 500 ml of fragrance and can be refilled. They are supplied with a separate case containing natural-coloured or black rattan reeds.

Baobab Collection Totems contain 250 ml, 2L or 5L of fragrance and can also be refilled. They are supplied with a separate case containing natural-coloured or black rattan reeds.

Tip for use

Having taken the bottle out of its wrapping, unscrew the black top and remove the airtight plastic seal. Then screw the black top back on and remove the patch in the centre so as to slide in the reeds.

We advise you to turn the reeds over once a week in order to ensure that the fragrance is diffused consistently.

A fragrance diffuser lasts at least five months. This will depend on how often you turn the reeds, the temperature of
your room and the season. Note that the first half of your diffuser will be used up more quickly as the reeds have to absorb the fragrance.

You are advised not to turn the reeds over a delicate piece of furniture. Do this over a surface that is not likely to be harmed by splashes of fragrance. Always take care to ensure that the outside of your diffuser is kept clean and without any splashes of the fragrance that could run down the bottle and stain your furniture.

In order to avoid a circular stain of fragrance on your furniture, we suggest that you purchase our plexiglass base, on which you can place your fragrance diffuser.

The diffusers must not be left within reach of children or near a heat source (flame or kitchen stove).

The refills contain 500 ml or 1L of fragrance.

It is important to pour the entire contents of the refill into the diffuser to ensure that the fragrance is properly replenished and protect it against the detrimental effects of UV rays.

The refill will last as long as the diffuser.

When you pour in the refill, be sure not to let the fragrance overflow. This could damage the container of certain diffusers and your furniture.

The diffuser refills must not be left within reach of children or near a heat source (flame or kitchen stove).

In order to offer you the best possible service, our lighters are covered by a two-year warranty.

Create your Baobab Collection account to receive our invitations, add items to your wish list or track your orders.

Follow these steps to create a customer account:

- Click on log in, in the top right of the home page on your computer, or on the menu from your mobile.

- Click on registration and enter your email address on the identification page.

- Enter the information requested and confirm.

A message will be sent to your email address to welcome you.

To log in to your customer account, click on ‘Log in’, in the top right of the home page on your computer, or on the menu from your mobile. Enter your email address and your password, then confirm.

You can register your shipping addresses so that you do not have to enter them every time you place an order, or you can delete them. To do this, please go your my account/my addresses space.

If you have forgotten your password or you are unable to log in to your account, please change your password.

Follow these steps:

- Go to the my account space in the top right of the home page

- Enter your email address

- Click on "Forgot your password?".

You will then receive an email enabling you to retrieve this password and then log in.

To edit your password, go to your my account, my details space and click on the “edit’ button under your email address.

You can also edit or delete your personal details such as your date of birth, telephone number, etc.

Our newsletter gives you important information and shares with you the latest new products in the Baobab Collection, tells you about the items leaving the collection and much more.

To receive our invitations, simply go to the bottom of the home page on our website and enter your email address.

If you do not receive our invitations, please check your spam.

If you no longer wish to receive our invitations, simply click on the unsubscribe link at the bottom of each of our newsletters.

Our products are available in official stores all over the world!

To find your nearest store, please consult the Stores page.

We do our utmost to process your orders as quickly as possible. The standard shipping times are between 2 and 8 working days depending on the destination country. Owing to Brexit, the shipping times to the UK might be longer.

For deliveries to islands or should you require any additional information, please contact customer service.

For our American and Canadian customers, please go to our US website us.baobabcollection.com.

We work with BPost for our shipments to Belgium and the Netherlands.

We work with DPD for shipments to other countries.

All orders placed on our website before noon from Monday to Friday (except public holidays) will be processed within 48 working hours.

When you have confirmed your cart and identified yourself through your customer account, you can enter your shipping address and your billing address.

Our European online store ships to Europe only. To ship to the United States or Canada, please visit our American store at us.baobabcollection.com

You have the choice between home delivery or delivery to a pick-up point.

We are unfortunately no longer able to ship lighters with the gas refill.

Owing to restrictions on shipping to the United Kingdom, we can only supply the empty lighter. This can be refilled with any gas refill.

Purchases made online cannot be returned to or exchanged at Baobab Collection retailers.

To find out more about our returns policy, please consult the ‘Returns’ page of these FAQs.

We hope that you are fully satisfied with your Baobab Collection products. However, if this is not the case, you can return the item or items by following the procedure below.

You have a period of fourteen days after receipt of your order to return your items to us. They must be in their original packaging, unopened and unused. The transport costs will be borne by you. We will therefore deduct these costs when making the reimbursement.

Please contact our customer service at onlinesales@baobabcollection.com to proceed to your return.

Our customer service will provide you with wrapping instructions for your return. Please note that if this wrapping procedure is not followed and the article is damaged upon arrival, we reserve the right not to reimburse you for the product.

If you took advantage of a promotional offer at the time of purchase, entitling you to a free product, please note that the free item must also be returned. However, an exception applies if the total of your order, minus the returned products, still complies with the original conditions of the offer.

When your order is delivered, please check with the carrier that the items are in good condition and have not suffered any damage during shipping.

Nevertheless, it is usual for the shipping box to show signs of wear.

However, if your items have suffered significant damage during transport, you do not have to accept the package and should return it to the carrier immediately.

If you notice that an item is damaged after the carrier has left, please inform us immediately by contacting our customer service.

To ensure rapid processing, please keep the box, the wrapping and the damaged items for inspection by the carrier and take photos.

Once a package has been returned to our warehouse, we will be in a position to reimburse you or send you a new item, as you prefer.

This policy applies only to purchases made online at baobabcollection.com. We are not able to process returns of items purchased in store.

Items purchased online will not be accepted for return or exchange in a Baobab Collection store or at one of our retailers.

Please note that items shipped to the United Kingdom or to Switzerland can't be returned.

We use the latest strong encryption technology to ensure that all information concerning transactions is protected in line with the most stringent standards. Information concerning transactions includes your bank card details, your personal contact details and any other names and addresses provided when the shipping address is not your own, as well as the history of your purchases.

Each time you log in to your Baobab Collection account to place a new order, you will have to enter the details of your bank card again in order to ensure that you have the highest level of security.

In order to make a purchase on the Baobab Collection website, you have to be registered and you have to provide personal details, in particular your email address. We will use this information to confirm your order and contact you should a problem arise relating to your order.

However, we undertake not to send you documentation that you have not requested, unless you indicated when you registered that you would like to be kept informed of our news, offers, events, etc.

Please note that all information collected about you is stored with the greatest security.