Frequently Asked Questions

It is a refillable candle system made with loose plant-based wax pearls and separate cotton wicks. Pour the pearls into a suitable heat-safe container, insert the wick and light it. Once the wax around the wick has cooled, the small wax disc can be removed or broken up so the surface can be refreshed.

No. The pearls are used loose. Only the small area around the lit wick melts during use.

Yes. Once the melted wax has cooled completely, the disc can be removed or broken into the surrounding pearls, depending on the condition of the wick and wax.

Our wicks are free-standing rather than fixed to the base of a vessel. This allows them to be positioned for the container being used and supports the Emilie Free-Wick System.

A small flame may be caused by too little exposed wick, a wick sitting too deeply or a wick that has been used for too long. Allow everything to cool before adjusting or replacing it.

Extinguish the candle if the flame becomes unusually large, unstable or smoky. The wick may be exposed too far or the candle may be in a draft. Let everything cool before making changes.

The correct number depends on the internal width and shape of the container. Wider vessels may require more than one wick with even spacing.

Yes, provided it is stable, undamaged, heat-safe and suitable for candle use. For one wick, use a container with an internal width of at least 10 cm.

Many candle-suitable glass, ceramic and metal vessels can work, but the material alone does not guarantee suitability. The vessel must tolerate heat and remain stable.

No. Each vessel is made and finished individually, so small differences in colour, texture and surface are natural.

Scented refills contain an added fragrance and are currently available in white. Fragrance-free refills contain no added fragrance and are available in our colour range.

We do not describe any real-flame candle as pet-safe. Fragrance-free only means no fragrance has been added. Keep candles and loose wax away from pets.

Fragrance preference is personal. Contact us before use if you selected the wrong option. Used products cannot usually be returned solely because the fragrance is not to personal taste.

UK delivery is free when the order reaches the current threshold shown on the website. Orders below it are charged the rate displayed at checkout.

Some products are prepared or made to order, especially handmade vessels and selected sets. The current estimate is shown on the product page where applicable.

Contact us promptly with your order number and clear photographs of the outer packaging, internal packaging and damaged item. Keep all packaging while we review the issue.

Unused, unopened and resaleable products may be eligible for return within the period stated in our Returns & Refunds policy. Contact us before sending anything back.

Used wax, wicks and vessels cannot usually be accepted as a change-of-mind return. If you believe there is a fault, contact us with photographs or a short video.

Eligible unused products may be returned under our stated terms. For a genuine issue with a used product, we will investigate and may provide guidance, replacement, store credit or another suitable resolution. Statutory rights are unaffected.

No real-flame candle should be treated as risk-free or guaranteed to extinguish in every situation. The loose pearls and free-standing wick influenced the system design, but supervision and a stable setup remain essential.

Emilie uses a real flame and must be kept away from children and pets. Never place it where it can be reached, knocked or disturbed.

Never add liquid to a burning candle. Only use the product according to the supplied instructions. Added oils or other materials can alter the burn and create a safety risk.

Decorations must never be placed close to the wick or flame, and flammable items should not be used. Follow the styling and safety guidance.