Frequently Asked Questions

Delivery Questions

How long will it take to receive my Candled order ?

Due to our candles being a high quality handfinished product, there is potential for a one week lead time. If your Candled order is urgent, please get in contact and we will do our best to deliver within your time frame. Bespoke orders could take up to 2-3 weeks.

Do I need to pay extra for postage and packing and how much?

Yes the postage and packing will start at £6.50 for a single candle to mainland UK only and from there will go up in price according to the size, weight, and distance, we’ll do our best to accommodate minimum cost. All orders over £75.00 to mainland UK only, will receive free postage and packing.

Can you deliver to the EU ?

EU Orders

We only supply orders to UK customers from this Candled website. If you are shopping from the EU please visit www.mynovelty.eu

How long will it take to receive my Candled order ?

Do I need to pay extra for postage and packing and how much?

Do I need to sign for my delivery ?

Yes, our courier will require a signature on delivery. If you are not home a card will be left informing you when the next attempt of delivery will take place or give you the option to schedule it or collect from your local branch.

Product Questions

Can I use my LED candle outside?

Yes, they are perfectly safe outside, even when there’s a rain shower – perfect for those British BBQs! When they are being used outside they should be kept upright and shouldn’t be immersed in water, if this does happen there is no safety issue, but the electronics may become damaged. If our candle is returned to us and we see that the electronics are damaged due to being immersed in water, then we are unable to validate your 1 year warranty.

Please don’t subject candles to extreme temperatures. The Pillar Candle can withstand up to 50 degrees heat (the Dinner Candle 40 degrees). In both cases exposure to sub-zero temperatures could result in damage.

Are the LED candles made of real wax?

Yes, the wax for our candles is blended from our own recipe creating a hard durable texture with perfect colouring. The blending of the wax and the production of our candles is all done in our premisis. We currently just make the popular ivory/cream colour but are considering making other colours in the future.

Do the LED candles get hot?

No, they do not get hot, the “flame” is cold to the touch. They are highly recommended for safe use in any environment from tents to wedding marquees, thatched cottages to estately homes.

How long do the batteries last?

For example, if you have either the 12” or the 6” pillar candle, if using rechargeable batteries, then you can have them on for 100 hours on the full brightness setting before having to recharge them or 300 hours on the lowest brightness setting. In other words, if you put the candles on for 3 hours a day, every day, that’s 33 to 100 days of continuous use depending on your brightness setting. Rechargeable batteries can typically be recharged 1,000 times. For further information, please find our battery life chart at the bottom of this page.

Do I have to use rechargeable batteries or can I use non-rechargeable ones?

Our LED candles will take both types. However, the candles are designed to last many years, therefore over time, it makes sense to use rechargeable ones from the start.

How long do our LED Candle's last?

We offer a 1 year no-quibble warranty on every candle, and the LED light and electronic components should last for more than 10 years.

Do I need a remote control for each candle I have?

We always supply a standard remote control with every candle, further remotes can be ordered separately. The remote control works using infra-red and therefore is directional. Just like the remote for your TV. Our remote control will turn a quantity of our LED candles on together and the range of the infra-red is at least 10 metres. We have also designed and developed a high powered remote control ideal for chandeliers in tall buildings or large rooms with a lot of candles in.

Can I switch them on without a remote?

The candles do need a remote control. However, if you can’t find your remote control, the candles can be switched on by removing/disconnecting the base cap and putting it back on again. To switch it off you would have to loosen the base cap and take the batteries out.

Without a remote control you can’t change the brightness or flicker rate settings or use the timer feature.

What if I lose my remote?

See above about switching on and off your candle without a remote. Otherwise you can buy another one from us for a small extra charge.

What happens if I damage the candle?

Firstly the wax. Our LED handmade wax candle is extremely robust, stronger than a traditional wax candle, but If dropped or thrown against a hard surface, it could chip some of the wax. We offer a re-waxing service at a small extra charge.

Secondly, the LED flame. Again, this part of the candle is robust and cannot break under normal use. It would certainly take some intended force to break or snap the flame, if this happens then I’m afraid it is not repairable and not covered by our 1 year warranty.

The one year warranty covers the electronics and the flame operation, if these fail then we will replace the candle within the warranty period.

Are the candles made from sustainable products?

Yes, the LED candle lifetime is equivalent to burning 7,000 traditional candles with a CO2 footprint a thousand times less. The materials are 95% recyclable and conform to RoHS standards and regulations which stipulates no harmful materials can be used.

How long does it take to recharge the batteries?

Rechargeable batteries take approximately 4 hours to recharge if using our recommended battery chargers. Our battery charger will stop charging once the batteries are recharged, hence if you accidentally leave the batteries in a long time, it won’t damage the batteries. The battery charger has a display showing how full the batteries are.

Please note some other battery chargers might take longer and might not have the automatic switching off function when charged.

How should I clean my candles?

When cleaning your candle, please don’t use any solvent based products or detergents. For cleaning, we recommend using a lint free cloth and a soft clean paint brush for the molten pool area. This will prevent surface scratches.

All batteries should be removed from the candle when it’s not in use for a long period of time (3 months+). This will prevent any possible battery or candle damage occurring.

Troubleshooting Questions

My candle is not working?

Potential Cause – No batteries, batteries inserted with incorrect polarity or batteries have no charge.

Remedy – Insert known good batteries, ensuring correct polarity.

Candle light blinking?

Potential Cause – Battery power running low.
Remedy – Replace / recharge batteries

Potential Cause – Setting timer mode
Remedy – Refer to timer instructions

Remote control not working?

Potential Cause – Check to see if battery pull tab has been removed.
Remedy – Pull out tab

Potential Cause – Depleted battery
Remedy – Replace depleted battery

Potential Cause – Battery inserted incorrectly
Remedy – Insert batteries with correct polarity

Timer not working?

Potential Cause – Incorrect timer setup
Remedy – Refer to timer instructions

Candles not always responding to remote control?

Potential Cause – Very strong sunlight / Interference from fluorescent lighting / Remote control too far away from candles.

Remedy – Point remote control closer to candles / Use our very high powered remote control – Available to purchase / Use in darker environment / Turn off fluorescent lighting.

Please Note NiMH batteries can be recharged up to 1,000 times.

Approximate Burning Times

Based on Alkaline Non-Rechargeable Batteries

LED Candle Description	AA-Cell (LR6) Alkaline [3,000mAh] Nominal voltage 1.5V	D-Cell (LR20) Alkaline [15,000mAh] Nominal voltage 1.5V	Approximate burn time Full brightness	Approximate burn time Low brightness
12″ Dinner	3 x AA	–	75 hrs	150 hrs
10″ Dinner 6″ Dinner	2 x AA 1 x AA	– –	35 hrs 16 hrs	70 hrs 32 hrs
6″ and 12″ Pillar	–	2 x D Cell	190 hrs	360 hrs
All 4″ Pillars		1 x D Cell	75 hrs	150 hrs

IMPORTANT BATTERY INFORMATION AND CARE

We highly recommend you use Vapex rechargeable batteries. For cost and performance, we have found them to be the most efficient. The majority of batteries can only be charged 500 times, while Vapex batteries can be re-charged in excess of 1000 times. However, if you do decide to use a different battery brand, it is important that you do not mix batteries, e.g. alkaline, standard (zinc-carbon) or rechargeable (nickel cadmium) or (nickel metal hydride) batteries.

Batteries of the same chemistry and voltage must be used.

To preserve the health of your re-chargeable batteries follows these golden rules.

Never leave rechargeable batteries depleted for longer than 2 weeks.
Depleted batteries should always be removed from the candle and promptly recharged– whether you intend to use them or not – this will optimise their efficiency and preserve the life of the battery cells.

Long term storage

Before storing your batteries always make sure they are fully charged. However, please note – batteries will self-drain when in storage, loosing approximately 20% of their charge over 12 months. So, they may need a top up charge before using again in your candle.

Our Vapex Micro Processer Chargers

Correct use of our Vapex micro processing chargers, will optimize the life span of your re-chargeable batteries. Inbuilt safety features, such as an automatic trickle charge, means the batteries can be left in these smart chargers for unlimited time without harming them. For your batteries to reach their maximum potential, be sure to follow all manufacturer’s guidelines. For full product details please visit https://www.vapextech.co.uk

In order to protect your 1-year warranty, please take care to follow these guidelines – which are standard for any product which uses rechargeable or non-rechargeable batteries.

If you have any questions you would like to ask us, please email us at info@candled.co.uk