How can we help?

Welcome to the Seven + Ember Help Centre. Whether you're choosing your perfect fragrance, caring for your candle, or looking for information 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 candles designed to shape mood, memory, and atmosphere. Each candle is crafted in small batches in the Kinglake Ranges using a coconut-soy wax blend and thoughtfully developed fragrance profiles inspired by mood, nature and emotion.

Are your candles handmade?

Yes. Every candle is hand-poured in small batches with care in our Kinglake Ranges studio. This allows us to maintain quality, consistency, and attention to detail 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?

Seven + Ember focuses on emotional fragrance design, candles created not just to scent a room, but to shape how it feels, and to scent your mood.

Each fragrance is designed around mood and ritual, rather than just scent notes, with collections that reflect themes like relaxation, grounding, creativity, and comfort.

Is Seven + Ember owner-operated?

Yes. We're an independent, owner-operated business, with every candle created and packed with care.

What are your sustainability practices?

We use a coconut-soy wax blend and thoughtfully selected ingredients, and all candles are hand-poured in small batches in Victoria to reduce overproduction. We also aim to minimise packaging waste wherever possible.

Sustainability is an ongoing focus as we continue to refine our materials and processes.

 

Our Candles

What wax do you use?

We use a premium coconut-soy wax blend for a clean, even burn, excellent fragrance throw and performance, and renewable origins compared to traditional paraffin wax.

Are your candles non-toxic?

Our candles are made with a clean-burning coconut-soy wax blend and carefully selected fragrance ingredients chosen for quality and safety. We do not use paraffin wax, or any additional additives, and focus on creating a cleaner home fragrance experience when used as directed.

Are your candles cruelty-free?

Yes. Seven + Ember is proudly cruelty-free. We do not test on animals and only work with suppliers who align with this commitment.

Do your candles contain essential oils or fragrance oils?

Our range includes both essential oil candles and premium fragrance blends, depending on the collection. Botanica Field Notes features essential oil formulations, while Mood Story, Petite Patisserie and Arcadia candles use layered fragrance compositions designed for mood and atmosphere.

Are your candles safe for pets?

Our candles are designed for home use when burned responsibly in a well-ventilated space. As with all home fragrances, 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 + Gourmand styles → richer, more immersive scent profiles

How do I choose the right candle?

We recommend choosing 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

 

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 has not been allowed to form a full melt pool on the first burn. We recommend always burning long enough for wax to reach the edges of the vessel.

How long do your candles burn?

Burn time varies depending on size, but our candles are designed for long-lasting use when cared for correctly. Please refer to 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 the minimum spend threshold of $150 is reached.

How long does shipping take?

Orders are typically dispatched within 1–3 business days. Delivery times vary by location but generally range from 2–7 business days across Australia.

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 for selected locations. Please contact us for availability and a shipping quote.

Do you offer local pickup?

Yes. Local pickup is available from our Kinglake studio when selected at checkout.

How do I track my order?

Once shipped, you’ll receive a tracking link via email to follow your delivery.

Can I change or cancel my order?

If you need to change or cancel an order, please contact us as soon as possible and we’ll do our best to assist before it is dispatched.

Returns and Exchanges

What is your return policy?

We accept returns on eligible items that are unused and in their original condition. Please contact us to request a return.

Do you accept store credit?

Yes, store credit may be offered in certain return cases depending on eligibility.

What if my order arrives damaged?

If your order arrives damaged, please contact us as soon as possible with photos of the item and packaging, and we will arrange a replacement or resolution.

Gifting and Wholesale

Do your candles make good gifts?

Yes. Seven + Ember candles are designed to be meaningful gifts that suit a wide range of occasions including birthdays, housewarmings, weddings and seasonal gifting. We have three different Gift Boxes available for gifting.

Can I send a candle as a gift?

Yes. Simply enter the recipient's shipping address at checkout.

Do you offer gift wrapping?

Gift wrapping options are available, simply leave a note in checkout that your purchase is a gift and we will gift wrap 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 mood, how a 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

Do you offer customer support?

Yes. You can contact our team via our website contact form, or email us directly at help@sevenandember.com.au. We aim to respond within 1–2 business days. We also have a chat box on our website.

How can I contact Seven + Ember?

If you have a question that isn't answered here, we'd love to help.

Use the contact form on our website or email us directly at help@sevenandember.com.au, and we'll respond as soon as possible—typically within 1–2 business days.

Still Need Help?

If you can't find what you're looking for, our team is here to help. Whether you need advice choosing a fragrance, have a question about your order, or would like to discuss a wholesale enquiry, we'd love to hear from you.

Contact us at help@sevenandember.com.au or phone us on: 0418 404 316