FAQ

You may find your question in our FAQ section,

otherwise please fill in our contact form.

Our products

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

Max 10 : 60h

Max 16 : 150h

Max 24 : 400h

Maxi Max: 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 Maxi Max 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 Maxi Max 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 difficulty of removing the wicks varies from candle to candle.

There are several ways to clean the glass and remove the wicks:

- Pour on boiling water and wait for the water to cool in order to remove the wicks.

- Put your candle in the freezer and remove the wicks using a knife or a fork.

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, 2 l or 5 l 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 1 l
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.

My account

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.

 

Retailers purchases

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

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

Online purchases

Payments made on baobabcollection.com are secure and may be made by Shop Pay, Google Pay, Apple Pay, Sofort, Bancontact, Visa, American Express, Mastercard

As soon as we receive your order, Baobab Collection will send you an order number.

Once your order has been shipped, you can track it online with our carrier using the tracking number received by email.

If you require more information, you can contact us at the following address: onlinesales@baobabcollection.com

Please give this order number in all correspondence.

As Baobab Collection candles make great gifts to give to yourself or others, you can select the gift option, simply by ticking this on the product page before adding the item to your cart. You can also write a personalised card which will be added to your package.

Baobab Collection makes respect for its customers and their privacy a priority.

A secure payment system has therefore been put in place for every order.

Payments are made via an external payment platform – Shopify Payment.

In addition, if you have given your consent when entering your personal details (name, address, email address and purchasing history), you will find these details automatically in your personal account the next time you place an order.

To enable you to obtain our Baobab Collection products even more easily, it is now possible to make your online purchases on our e-commerce platform.

To do this, simply select the item that interests you and click on ‘Add to cart’.

Once you have placed the items you require in your cart, go to the ‘Cart’ page to see a summary and possibly remove items should you wish to do so.

Then click on the ‘payment’ button.

If this is your first order, create your customer account by entering your personal details.

If you have already ordered Baobab Collection products on our website previously, identify yourself using your email address and the password chosen when you registered.

In order to finalise your order, enter your billing address, your shipping address and your payment details.

Once the payment has been confirmed, you will immediately receive an email confirming your order.

When you buy a gift card, you receive a code to be used on our website, baobabcollection.com, which is valid for six months.

Add the items you would like to your cart and then, when you confirm this, simply enter the code received in the box
intended for promotional codes.

Any promotional code entered in another part of the website cannot be taken into account.

If you experience a problem with your promotional code, please contact our customer service. No codes can be added once your order has been confirmed.

Please note that this gift card can only be used on the website baobabcollection.com.

The promotional code should be entered when you confirm your cart on the check-out page.

In part 5, ‘Check your order’, simply click on  ‘Do you have a discount code?’ and enter the code.

Any promotional code entered in another part of the website cannot be taken into account.

If you experience a problem with your promotional code, please
contact our customer service. No codes can be added once your order has been confirmed.

Please note that our promotional codes cannot be used together.

Our team is at your disposal to advise you on your next purchases. You can contact our customer service at the following address: onlinesales@baobabcollection.com or call us on +32 10 84 01 24.

Our customer service is available Monday to Friday from 9.00 am to 5.00 pm.

You can consult and download your invoice at any time by logging in to your personal account. If you experience difficulties, please send your request to the following email address: onlinesales@baobabcollection.com

If an article is temporarily unavailable on our online website, it will be displayed as being out of stock. In this case, you can ask to be informed by email when the item is back in stock.

Would you like to keep your favourite items and always have them to hand?

This is now possible thanks to our wishlist function.

Every time you click on the heart icon,, you will add this item to your list. To finalise the purchase, it will be necessary to click on the item, add it to the cart and continue by following the usual steps to make a purchase.

N.B. The wishlist does not guarantee that the
items are in stock.

Shipping

We do our utmost to process your orders as quickly as possible. The standard shipping times are between 3 and 8 working days. Owing to Brexit, the shipping times to the UK are 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 www.baobabcollection.com/us.
for deliveries to the USA or to Canada.

 We work with UPS for our shipments to France, the Netherlands and the United Kingdom.

We work with DPD for shipments to Germany, Belgium, Luxembourg, Austria, Denmark, Spain, Estonia, Hungary, Ireland, Italy (including Sardinia and Sicily), Latvia, Lithuania, Monaco, Poland, Portugal, Czech Republic, Slovakia, Slovenia, Sweden, Bulgaria, Croatia, Finland, Greece, Romania.

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 www.baobabcollection.com/us.

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.

Return

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 follow the procedure set out below:

Log in to your customer account and go to the ‘Order history’ section.

Select the order for which you would like to make a return, tick the item or items to be returned and describe the reason for the return in the ‘Comments’ section. Click on ‘Create a return slip’ to confirm your request.

As soon as we have approved your request, you will receive an email that will enable you to generate your return slip.

Print the return slip, which must be inserted in the package.

The return slip should be affixed to the top of your box.

Return your item in the original wrapping and packaging.

Choose a drop-off point to which you can take your package.

Wrapping instructions for your return will also be sent to
you. 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.

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 from now on, items shipped to the United Kingdom can no longer be returned.

Privacy

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.

Cancellation

It may be that orders or parts of an order are cancelled by our system for various reasons. These reasons may include the
following:

If we have cancelled your order, you will receive an email explaining the reason for this cancellation.

If you wish to alter or cancel your order before it is shipped, please send us an email to the following address: onlinesales@baobabcollection.com

Becoming a retailer

Use the form on our contact page and select the subject: Commercial partners. Our commercial department will contact you as
soon as possible.