Welcome to the LUMOS FAQs! If you need additional help, reach out via the chat button our contact form, or email us at info@lumosstores.com
Ordering & Product Information
Q: How many color and scent options are available for Lumos candles?
Lumos offers a diverse palette with several unscented color options to suit any decor. Additionally, our white wax candles are available in over five delightful scents, allowing you to customize your ambiance.
Q: Do you offer options for bulk or wholesale purchases?
Yes, we cater to bulk orders for large events. Contact us at info@lumosstores.com with information about your event and the products you're interested in.
Q: Can I order candles that are both colored and scented?
Currently, our scented candles are available only in white color. However, you can personalize our colored candles with your own desired fragrances. Instructions on how to add fragrances safely can be provided on request.
Q: Do you offer gift wrapping or special packaging options?
Yes, we offer gift wrapping and special packaging options. Please reach out to us at info@lumosstores.com after placing an order.
Wicks & Maintenance
Q: Is it necessary to replace the wick after each use?
No, you can use the same wick multiple times until it burns out. You can also trim it using our wick trimmer for a fresher use. Extra wicks are included with each candle for your convenience.
Q: Why might my wick burn out sooner than expected?
If the wick is too long out of the wax, it may burn out faster. Ensure only a 0.5 cm of the wick is exposed to achieve the optimal burn time.
Candle Usage
Q: What type of container is best for Lumos candles?
We recommend using fire-resistant containers with a minimum width of 10 cm. Ensure the container is large enough to prevent overheating and always leave a 4 cm gap of pearls around the wick for safety.
Q: How long can I expect my Lumos candle to burn?
Burn time varies, but generally, our 0.5Kg candles last up to 120 hours. Each 5 cm wick burns up to 8 hours while each 15 cm wick can burn up to 24 hours. A 0.5Kg box includes 30 * 5 cm wicks and each 5Kg comes with 75 * 15cm wicks.
Q: What methods are best for extinguishing Lumos candles?
You can extinguish your candle using a flame snuffer, wick dipper, or by gently blowing out the flame. Our pearls are designed to stay put even when blown out carefully.
Q: Can Lumos candles be used as floating candles?
Yes, only our white pearl wax is suitable for floating. We recommend using a layer of at least 5 cm of pearls on water, and trimming the wick to prevent it from touching the water.
Q: Can I reuse the pearls after floating use?
Absolutely! Simply scoop the pearls out of the water, let them air dry on paper towels, and they will be ready for reuse.
Fragrance Options
Q: How intense is the fragrance of your candles?
Our scented candles offer a subtle to moderate aroma, ideal for creating a pleasant atmosphere without overwhelming the senses. If you prefer a more pronounced fragrance, you can enhance our unscented candles by adding your favorite essential oils.
Q: Can I add my own fragrance to the candles?
Yes, you can add essential oils or fragrance oils to our scent-free candles. Add the oils before lighting the candle and experiment to find your preferred scent strength.
Safety & Ingredients
Q: Are Lumos candles safe to use?
Yes, our candles are made from high-quality, plant-based wax and burn cleanly with minimal smoke. They are designed to self-extinguish if spilled or left burning for too long.
Q: What ingredients are used in Lumos candles?
Our candles are made from plant-based materials, free from paraffin, soy, and common allergens.
Q: Are your candles safe around children and pets?
Yes, our candles are non-toxic and safe to use around children and pets. However, as they involve open flames, keep them out of reach.
Shipping & Delivery
Q: What should I expect regarding delivery times?
We strive to process and ship orders within 24 hours. Delivery usually takes 2-3 business days and may vary during peak periods.
Q: Is international shipping available?
Yes, we offer international shipping from the UAE. Shipping rates and options depend on your location. Please get in touch and we will assist you.
Order cancellations and Returns
Q: Do you accept returns?
Yes, we accept returns and offer full refund. The product should be in its original, unworn and unused condition. Please refer to our Return & Refund Policy for detailed information.
Q: What should I do if I receive a damaged or incorrect item??
If your order arrives damaged or incorrect, please contact us immediately at info@lumostores.com with your order number and a photo of the issue. We will assist you with a replacement or refund based on the situation.
Q: Can I cancel an order?
Orders that have not yet been shipped can be cancelled for a full refund. Contact us at info@lumostores.com to process your cancellation.
