FAQ Help Centre
How can we help?
Welcome to the Seven + Ember Help Centre. Whether you're choosing your perfect fragrance, caring for your candle, or have a question about shipping and returns, you'll find everything you need here.
About Seven + Ember
What is the Seven + Ember story?
Seven + Ember is an Australian home fragrance brand creating hand-poured coconut soy wax candles designed to shape mood, memory, and atmosphere. Each candle is crafted in small batches in the Kinglake Ranges, with fragrance profiles thoughtfully developed around mood, nature, and emotion.
Is Seven + Ember owner-operated?
Yes. We're an independent, owner-operated business, with every candle created and packed with care.
Are your candles handmade?
Yes. Every candle is hand-poured in small batches at our Kinglake Ranges studio, allowing us to maintain quality and consistency across every product.
Where are your candles made?
All Seven + Ember candles are made in our studio in the Kinglake Ranges, Victoria, Australia.
What makes Seven + Ember different from other candle brands?
We focus on emotional fragrance design, candles created not just to scent a room, but to shape how it feels. Each fragrance is built around mood and ritual rather than scent notes alone, with collections reflecting themes like relaxation, grounding, creativity, and comfort.
Are the balms and salves natural?
Yes, nourishing botanical oils, rich plant butters, and natural beeswax, packaged in reusable glass jars and recyclable tins.
Can I try a scent before committing to a full-size candle?
That's exactly what our Tealights are for — hand-poured with the same wax and scents as the full-size range, so you can sample before you commit.
Are the room sprays free from synthetic fragrance?
The Essential Oil Room Spray Mists are 100% pure essential oils and plant-based ingredients, no synthetics. The Signature Room Spray Mists use clean, non-toxic ingredients without harsh chemicals, though not exclusively essential oils, they do include fragrance oil.
What are your sustainability practices?
We use a coconut soy wax blend and thoughtfully selected ingredients, hand-pouring every candle in small batches to reduce overproduction, and aim to minimise packaging waste wherever possible. Sustainability remains an ongoing focus as we refine our materials and processes.
What are Seven + Ember candles made from?
Every candle starts with natural coconut soy wax and sustainably sourced ingredients, scented with either essential oils or premium fragrance oils depending on the collection. All candles are vegan, non-toxic, and eco-friendly. Our wax melts use beeswax.
Our Candles
What wax do you use?
A premium coconut soy wax, chosen for a clean, even burn, strong fragrance throw, and a renewable origin compared to traditional paraffin wax. We do not use paraffin wax or additional additives in any of our candles.
For our wax melts we use a Beeswax and Soy wax blend which is not vegan.
Are your candles non-toxic?
Yes. Our candles are made with a clean-burning coconut soy wax blend and carefully selected fragrance ingredients chosen for quality and safety. We don't use paraffin wax or unnecessary additives, for a cleaner home fragrance experience when used as directed.
Are your candles cruelty-free?
Yes. Seven + Ember is proudly cruelty-free, we don't test on animals, and we only work with suppliers who share that commitment.
Do your candles contain essential oils or fragrance oils?
Both, depending on the collection. Botanica Field Notes is scented purely with essential oils — never synthetic fragrance. while our other ranges, Mood Story, Petite Patisserie, and Arcadia use premium fragrance oils for layered fragrance compositions, since scents like these simply can't be captured with essential oils alone.
What is the Botanica Field Notes collection?
Our essential oil range, pure coconut soy wax, 100% essential oils, and finished in amber glass jars with aluminium lids and natural lead-free cotton wicks.
What is the Mood Story collection?
Our signature range, built around connecting scent with emotion. Each candle is crafted around a specific mood, calm, clarity, creativity, or comfort.
Are your candles safe for pets?
Our candles are designed for home use when burned responsibly in a well-ventilated space. As with any home fragrance, we recommend keeping candles out of reach of pets and ensuring proper airflow during use.
How strong are your candles?
Fragrance strength varies by collection:
- Botanica Field Notes — light to medium, nature-inspired essential oil candles
- Mood Story — medium to strong, emotionally expressive blends
- Arcadia and gourmand styles — richer, more immersive scent profiles
How do I choose the right candle?
Choose based on the atmosphere you want to create:
- For relaxation — Bonne Nuit, Quiescence
- For warmth — Love Notes, La Maison
- For fresh spaces — Fable, Blossom
- For grounding — Woodland, Forest Bathing
- For focus — Focus, Fable
Are the wax melts made from beeswax?
Yes. A natural beeswax and soy wax blend, infused with pure essential oils and designed for flame-free use in a warmer.
Candle Care
How do I get the best burn from my candle?
- Allow the first burn to create a full melt pool
- Trim the wick to approximately 5mm before each burn
- Burn for 2–4 hours at a time
- Keep away from drafts
- Stop burning when around 1cm of wax remains
Why is my candle tunnelling?
Tunnelling usually happens when the candle wasn't burned long enough on its first use to form a full melt pool. Always allow the wax to reach the edges of the vessel on the first burn to prevent this.
How long do your candles burn?
Burn time varies by size. Our candles are designed for long-lasting use when cared for correctly, check the individual product page for estimated burn times.
Shipping and Delivery
Do you offer free shipping?
Yes. Free shipping is available on eligible Australian orders once you reach the $150 minimum spend.
How long does shipping take?
Orders are typically dispatched within 1–3 business days, with delivery generally taking 2–7 business days across Australia via Australia Post depending on location.
Do you offer express shipping?
Yes, express shipping is available at checkout for faster delivery within Australia.
Do you ship internationally?
International shipping is available to selected locations. Contact us for availability and a shipping quote.
Do you offer local pickup?
Yes, limited local pickup is available from our Kinglake studio when available at checkout.
How do I track my order?
You'll receive a tracking link via email once your order has shipped.
Can I change or cancel my order?
Contact us as soon as possible and we'll do our best to help before your order is dispatched.
Returns and Exchanges
What is your return policy?
We accept returns on eligible items that are unused and in their original condition, contact us to request a return. We do not accept returns for change of mind.
Do you accept store credit?
Yes, store credit may be offered in certain return cases depending on eligibility.
What if my order arrives damaged?
Contact us as soon as possible with photos of the item and packaging, and we'll arrange a replacement or resolution.
Gifting and Wholesale
Do your candles make good gifts?
Yes. Seven + Ember candles make great gifts, and suit a wide range of occasions, including birthdays, housewarmings, weddings, and seasonal gifting. We also offer Gift Boxes to make it easy.
Can I send a candle as a gift?
Yes, simply enter the recipient's shipping address at checkout.
Do you offer gift wrapping?
Yes, leave a note at checkout that your purchase is a gift, and we'll wrap it and make it extra special.
Do you offer wholesale?
Yes, we welcome wholesale enquiries from boutiques, lifestyle stores, interior retailers, and corporate gifting partners.
Final Thought
Seven + Ember is built on the belief that scent is emotional architecture, it shapes how your home feels, how memories are formed, and how everyday moments become rituals. Every candle is designed with that philosophy in mind. Your home. Scent your mood.
Contact Us
How can I contact Seven + Ember customer support?
Reach our team via the contact form on our website or email help@sevenandember.com.au We typically respond within 1–2 business days.
