How may we assist you?

Simply select the product you would like to purchase, choose any available options, add it to your cart and proceed through checkout. You will receive an order confirmation once your order has been successfully placed.

If you need to change or cancel an order, please contact us as soon as possible. We will do our best to accommodate your request, but changes may not be possible once your order has entered processing or has already been dispatched.

Please first check your spam, junk or promotions folder. If you still cannot find your confirmation email, contact us and we will help you verify the status of your order.

Available payment methods are displayed during checkout. The payment options shown to you may depend on your location, device and the payment services currently available through our store.

Please check that your payment details are correct and that your payment provider has approved the transaction. You can also try again using another available payment method. If the issue continues, please contact us.

Available delivery destinations are displayed during checkout. Shipping availability may vary depending on the destination and the products included in your order.

Estimated delivery information is shown during checkout and may also be included in your shipping confirmation. Delivery times can vary depending on the destination, carrier and circumstances outside our control.

Where tracking is available for your shipment, tracking information will be provided once your order has been dispatched.

If your parcel or product arrives damaged, please contact us as soon as possible and include photographs of the packaging and the affected product. This allows us to assess the issue and determine the appropriate next step.

Returns are handled according to our current return policy and applicable consumer protection rules. Please review the relevant terms before sending an item back.

Approved refunds are generally processed through the original payment method used for the purchase. The time required for the funds to appear may depend on your payment provider.

Please contact us as soon as possible with your order number and photographs of the product received. We will investigate the issue and assist you with the next steps.

Product descriptions specify when an item is handmade, hand-finished or individually produced. Please refer to the individual product page for the specific details of each item.

Handmade and naturally finished products can show subtle differences in colour, texture, surface appearance or finish. These variations are part of the character of individually produced pieces and do not necessarily indicate a defect.

During the first burn, allow the wax to melt evenly toward the edges of the vessel. This helps establish an even melt pattern and can reduce the risk of tunnelling during future burns.

A typical recommended burning session is approximately 2–4 hours, depending on the candle. Do not leave a burning candle unattended or burn it for longer than the recommended maximum stated in the candle care instructions.

Yes. Before each burn, allow the wax to cool and trim the wick to approximately 5 mm. A properly trimmed wick helps maintain a more controlled flame and can reduce soot and excessive smoke.

Tunnelling can occur when a candle is repeatedly extinguished before the wax has had enough time to melt evenly across the surface. Following the recommended burning time and keeping the wick properly trimmed can help prevent this.

Soot can be caused by an overly long wick, drafts or an excessively large flame. Trim the wick to approximately 5 mm and keep the candle away from moving air.

Stop using the candle when approximately 1–1.5 cm of wax remains at the bottom of the vessel. Do not burn a candle all the way down to the base.

Store your candle upright in a cool, dry and dark environment. Avoid direct sunlight, excessive heat, humidity and strong temperature fluctuations. For ideal storage, approximately 15–25°C is recommended.

Personalisation is available on selected products where indicated on the product page. Available personalisation options and character limitations will be displayed with the relevant product.

Please contact us immediately if you need to change personalised information. Changes may not be possible once personalisation or production has started.

Contact us as soon as possible with your order number and the correct address. If the order has not yet been dispatched, we will do our best to help correct the information.

If guest checkout is enabled in our store, you can place an order without creating an account. Available checkout options are displayed during the purchasing process.

The quickest way to contact us is by email: officine.arktiqa@gmail.com

We aim to respond as soon as reasonably possible. Response times may vary depending on enquiry volume, weekends, holidays and the complexity of your request.