FAQs

Is your Factory Shop open?

Our factory shop is now permanently closed. For a list of St. Eval stockists closest to you, please contact our Customer Services team via email info@st-eval.com.

What wax do you use in your candles?

Our wax is a unique blend of both mineral and vegetable waxes.  The mineral wax is from naturally occurring paraffin derived from crude oil which contains the organic wax of plants from millions of years ago and simply separated from the oil and cleaned.

In our experience, we have found that our wax blend delivers superior quality for a stable, consistent burn.  All our candles are tested to the highest UK safety standard in our science lab to ensure they have an excellent fragrance throw, stability and beautiful appearance.

Look for our mark of quality.

What are the key differences between paraffin wax and other waxes, such as soy?

All types of wax have their strengths and weaknesses, including paraffin and soy. When it comes to looking for the perfect candle wax, there is no simple answer. There are a multitude of considerations which need to be balanced such as appearance, burn performance, stability and importantly no sooting, smoking, tunnelling or clubbing. As well as these key attributes, it is important the wax looks good naturally and has a great cold and hot throw performance too. Candle making really is a fine art!

For more information, please visit    'Making Candles'.

Are your candles tested on animals?

Our candles are not tested on animals and the wax does not contain any animal products. Our hand care range uses natural plant extracts and is also cruelty free. 

How long will my order take to reach me?

Our standard UK delivery takes 3-5 working days to reach you from dispatch. International orders can take 7-14 working days to arrive so please make sure you place your order allowing plenty of time.

There is a problem with my order.  What should I do?

As we are only human, sometimes mistakes do happen. If you have received your order and there is something not quite right, please let us know right away so we can rectify it for you. You can call our friendly Customer Service team on 01841 540 850 or send an email to info@st-eval.com.

I've made a mistake on my order.  Can I make an amendment?

Unfortunately, we are unable to make amendments after you have placed your order. We apologise for any inconvenience. 

How do I exchange or return an item from my St. Eval order?

If the goods supplied are damaged or are not what you ordered, St Eval Candle Company can return, replace or exchange them as long as you notify the Company of the problem by 4pm on the day after delivery. All original transit packaging and damaged items must be kept until the claim has been reported and appropriate action decided. Any box that arrives damaged can be signed for as such and retained (remember to report by 4pm the next day) or alternatively the goods can be refused and subsequently returned to us.

If goods are not received within 7 working days from the order/ invoice date please notify the Company.

Notification of Breakage Claims, Incorrect Orders and Goods Not Received should be made by email or phone to info@st-eval.com or 01842 540 850. It should be made clear if a replacement or refund is required.

Once these conditions have been met St Eval Candle Company's obligation will be to issue replacement goods for non-deliveries and damaged goods. Refunds are at the discretion of the Company.

How long will my return take to process?

We are usually pretty quick to process your returns but please do bear in mind that there may be delays after very busy periods like sales. We aim to process your returns within 1 week but it may take up to 2 weeks.

The item I want is showing as out of stock.  Do you have any left?

We restock regularly and make all of our candles onsite however, there are occasionally items out of stock. If an item is out of stock and due to come back into stock, there will be an email notification option on the product page. Simply enter your email to be notified as soon as this product is available to purchase again on our website, it's that simple.  

When is the next St. Eval SALE?

We know everyone loves a bargain and we do run sales from time-to-time.  The best way to keep informed is to make sure you are signed up to our newsletter and keep a keen eye on our Facebook, Twitter and Instagram pages. 

How can I ensure candle safety?

Our candles come with a safety label.  This is to ensure our customers are well informed on the correct and sensible use of our products.  In addition to standard safety guidelines, please see   Candle Safety for good advice on using candles.

What ingredients are in your Reed Diffusers? 

Our Reed Diffusers contain a mixture of MMB and fragrance. The MMB (3-Methoxy-3-Methyl-1Butanol) we use is an eco-friendly solution which is non-toxic, has low colouration and good biodegradability. It is listed as an eco-friendly solvent on the CleanGredients website and is commonly used across home fragrancing in products such as air fresheners, laundry detergents and hand cleaning such as sanitisers. 

CAUTION: Keep out of reach of children and animals at all times. Not for consumption, if swallowed seek medical advice. Please retain packaging for future reference.

How do I get the most out of my Reed Diffuser? 

In normal conditions, our Reed Diffusers last up to 3 months. To use, carefully decant the oil from the refill bottle into the glass display bottle, insert the reeds and enjoy. You can extend the use of the reeds by turning them carefully over and exposing the reeds that were in the oil to boost the scent. In addition, when purchasing a new refill oil always use new reeds as your old ones will have become saturated.

We recommend turning the reeds after a week so that the reeds become fully immersed in oil. This way, you will get the full fragrance being dispersed.

How do I subscribe to the newsletter?

We’re so happy that you want to hear from us! It is quick and easy to sign-up to our newsletter and be the first to hear our latest news, product launches and special offers.

Once you fill in your details, you will be sent an email receipt confirming your subscription. After your subscription has been confirmed, you will then receive our welcome email with a 10% discount code as a thank you. There may be a small delay in receiving this second email, and sometimes it can be caught in your spam and junk folders. To redeem your 10% discount, simply enter the code that you received in your welcome email at the checkout.

And that’s it! Enjoy beautifully curated content that will delight your senses, ignite your imagination and keep you feeling inspired.