FAQ

General

Where are Nevé Candles made?

Nevé candles are proudly hand-poured in New Zealand’s beautiful Deep South, Queenstown. On the 27th of March we will be relocating to Christchurch!

Where does your name Nevé come from?

Nevé (nei-vei): the partially compacted granular snow that forms the surface part of the upper end of a glacier.

Named after the striking Southern Alps glaciers, Nevé was born in Queenstown – a region renowned for its picture perfect lakes, flowing rivers and majestic mountains. Founder and Southern lass Tess Lyes draws inspiration from the region’s natural treasures to craft luxury candles that add style and ambiance to any space.

Is my candle jar re-useable?

Absolutely. Once you have finished burning your candle, we encourage you to recycle or reuse the glass jar – they make really pretty storage containers. After the wax has completely melted, wash the jar with warm soapy water to remove any remaining wax. Refills may be available, please contact us for more information.

What is your ‘charity of choice’ initiative?

It’s important to us to support local charities that really make a difference here in New Zealand, so each season we raise awareness for a different charity and the fantastic work they do. We also donate 5% from every online order placed through www.neve.co.nz.

Right now, we’re proud to support Kākāpō Recovery. With just 149 kākāpō remaining, protecting this critically endangered bird requires the combined efforts of scientists, rangers, volunteers and donors.

Do you have a physical store?

Currently we only have an online store, however we are stocked in many locations around New Zealand. Please visit our ‘Stockists’ page to find your closest retail location. We’re always open to suggestions for new stockists, so let us know if you’d like to see us at a store near you.

Do you offer gift wrapping?

Yes. We are happy to gift wrap your purchase in tissue and our premium Nevé gift wrap at no additional cost.

Simply tick the ‘gift wrap’ box at cart and we’ll send it directly to the recipient’s door with a personal message from you, or send it to you if you wish to deliver it yourself.

Discount Coupons, how do they work?

If you are lucky enough to have a discount coupon, input it at the Checkout Page. Only one coupon can be used at a time. Please email hello@neve.co.nz if you discount code isn’t working or you need help.

Who do I contact for help or questions?

If this page does not answer your questions, our friendly customer service team will be happy to help you out with any other questions or concerns you might have.  Please email hello@neve.co.nz.

Do you offer wholesale?

Yes. If you would like to stock Nevé candles, please complete the form at www.neve.co.nz/wholesale or email us at hello@neve.co.nz for more information. If you’re an existing stockist and want to make an order, you can log into your account here.

Are you able to make custom orders for weddings and events?

Yes. We would love to work with you to find the perfect jar and fragrance combination, while our personalised labels let you add your own message – a truly delightful way to surprise the special people in your life.

Our packages start with a minimum order of just 50 candles offered at a discounted price. You can select from a wide range of unique designs and fragrances to perfectly match your event styling. Depending on your order size, we recommend allowing a minimum of four weeks from sign-off for us to create your unique order.

·       Wedding Day Decorations

·       Wedding Gifts

·       Bridal Showers

·       Corporate Gifts

·       Birthday Parties

·       Baby Showers + Christenings

How do gift cards work?

If you’re having trouble deciding on the perfect gift, then one of our online gift vouchers is a great alternative.

Our gift vouchers never expire. Our gift vouchers are digital only and can be sent straight to the recipient’s inbox with a personal message from you, or send it to you to give to them.

Gift vouchers are for online use only, purchase of gift vouchers can be made from the site www.neve.co.nz and redeemed on the site only. They are not redeemable at other Nevé stockists.

Gift vouchers amounts are in NZD only. Gift vouchers are non-transferable and may not be returned or exchanged for cash. Gift vouchers must be used in one transaction. If under redeemed the remaining amount will not be reissued or refunded. If your order total exceeds the value of the gift voucher, the remaining balance must be paid for by credit or debit card.

Nevé Limited is not liable for delivery of gift vouchers to an incorrect or non-existent email address. This is the sole responsibility of the purchaser. Nevé Limited is not responsible if a gift voucher is lost, stolen, destroyed or used without permission.

 

Candle Care

What do I need to do when lighting my candle for the first time?

The aim is to get an even burn, so always light the wick on both ends. We recommend using a lighter to ensure your wood wick catches easily on first light.

Take the time to enjoy your first burn; you’ll want to wait until the wax has completely melted to the edge of the candle before extinguishing the flame to avoid creating a ‘memory ring’. These rings will continue to tunnel through for the life of a candle, so it’s best to burn properly the first time around.

Do I need to trim the wick of my Nevé candle?

Absolutely yes! To get an even burn every time, keep your wick trimmed between 3.5mm – 4.5mm and remove any wick debris before lighting your candle. You can 'snap' the burnt wood, or trim it using our wick trimmers or a pair of nail clippers. If the candle has been burning for a long period of time and the flame is getting too low, you may need to tap off any excess ash or burnt wood along the top of the wick. However, be careful to never break off the entire charred wick as it won’t leave you with enough wick to relight the candle.

How do I keep my candle burning at its best?

To get an even burn every time, keep your wick trimmed between 3.5mm – 4.5mm and remove any wick debris before lighting your candle. You can 'snap' the burnt wood, or trim it using our wick trimmers or a pair of nail clippers. If the candle has been burning for a long period of time and the flame is getting too low, you may need to tap off any excess ash or burnt wood along the top of the wick. However, be careful to never break off the entire charred wick as you won’t be able to relight the candle.

Should I use a lighter or a match to light my wood wick candle?

First things first, it pays invest in a stick lighter. Because our wicks are made of natural FSC wood, lighting them is a bit like lighting a wood fire which can take a bit of skill especially after the first burn.

Keep the lighter on the wood wick for around 20 seconds to ensure your flame can feed on new wood.  Like any good campfire, there’s an art to it but once you've mastered it you'll be away laughing.  

What rules should I follow to ensure safe candle burning?

Open flames require caution, so be sure to place your candle on a heat resistant surface away from drafts, other heat sources and anything flammable. Keep the candles well out of the reach of little ones (on two legs or four). Never leave a burning candle unattended and always extinguish the flame and allow the candle wax to cool completely before moving it.

Please note that candles are not intended to be burned for more than four hours at a time. It’s time to replace your candle when there is only 1cm of wax is remaining.

How do I prevent tunnelling?

Soy wax will only burn as far as it did on the previous burn, so it is important to allow the melt pool to reach the edges of the jar on every burn. This will prevent the candle from burning down the middle creating a tunnel.

How do I put my candle out?

Blowing the candle out is of course the easiest, but it will smoke for a while. We recommend using one of our beautiful candle snuffers which will reduce smoke.

 

Troubleshooting

What should I do if my candle is smoking?

Under ideal burning conditions your Nevé candle should be virtually smoke free. However, any candle has the potential to produce smoke and soot if not cared for properly.

How to get a smoke-free burn from your candle:

  • Do not place your candles in a drafty area such as a hallway or near a window. When a candle is placed in a drafty area, the draft can cause the flame to produce smoke.

  • Keep your wick trimmed between 3.5mm – 4.5mm and remove any wick debris before lighting your candle. You can 'snap' the burnt wood, or trim it using our wick trimmers or a pair of nail clippers.

  • Do not burn your candle for longer than 3 hours at a time.

Why is my white candle turning yellow?

We do not add unnecessary chemicals such as UV inhibitors to our candles. As such, if left exposed to direct or indirect light, certain fragrance blends may turn slightly yellow. We suggest storing your candle in a cool dark place and if your candle does change colour, don't be alarmed – it won’t affect the burn or quality at all.

My candle has surface imperfections. Is this normal?

Nevé candles are all individually hand poured and while every effort is made to ensure consistency, each candle is unique. When using natural soy wax, sometimes you may notice slight imperfections on the surface of your candle as a result of temperature changes during shipping. This does not affect the candle in any way. It’s how you know it’s completely natural soy wax.

My candle isn't burning down evenly, am I doing something wrong?

When you light your candle, let it burn until the wax melt reaches the edges of the jar. That establishes the wax ‘memory’ and allow it to burn evenly all the way down. For more information see our ‘Candle Care’ page.

Help! My candle won’t stay lit.

Just like anything in nature, wood wicks can be temperamental as each one is unique. All of our wood wicks are made with a natural and untreated wood and can vary in the wood thickness and grain. This will cause every candle to burn a little bit differently. This is the most common issue with wood wick candles and fortunately there are a few simple solutions. The main reason a wick won’t stay lit is because the candle was not burnt correctly on the first burn so make sure you get it right the first time to avoid disappointment.

· Since wooden wicks are a much harder material than a cotton wick, you made need to hold the flame to the wick for up to 20 seconds to ensure the entire width of the wick ignites. If your candle extinguishes the first time you light it, simply try relighting it until it catches (in rare cases it may take multiple lights). We recommend investing in a good quality stick lighter to avoid burning yourself in this process.

· Sometimes this is caused by excessive drafts so be sure to remove the candle from the area and follow proper relighting procedures. Candles can also self-extinguish due to tunnelling. Candles have a memory, which means that if during prior use the candle wax was not allowed to melt completely to the edges of the jar, the wax that remained on the sides can cause the wick to extinguish. To prevent this, make sure the wax has melted completely to the edges during each burn.

· Always trim your wick! To get an even burn every time, keep your wick trimmed between 3.5mm – 4.5mm and remove any wick debris before lighting your candle. You can 'snap' the burnt wood, or trim it using our wick trimmers or a pair of nail clippers. If the candle has been burning for a long period of time and the flame is getting too low, you may need to tap off any excess ash or burnt wood along the top of the wick. Do not break off the entire charred wick as you won’t be able to relight the candle. If you accidentally trim your wick too low and it won’t stay lit, try carving out some wax around the wick to extend the visible wick length or use your lighter to melt some of the wax around the wick then tip this melted wax onto a paper towel.

· You can also try gently pinching the wood wick so the two wood layers seal together.

I have soot on the edge of my candle jar, how do I remove this?

Should you notice any slight soot marks from the wooden wick on the inside of the jar, simply wipe round with a damp cloth to make your candle look like new.

I’ve tried all of your troubleshooting trips but I am still having issues, what should I do?

Just like anything in nature, each wood wick is unique and occasionally we will encounter a faulty wick. If you continue to experience problems, please contact us so that we can organise a replacement for your faulty product as soon as possible.

 

Product Information

Do you test on animals and are your products vegan?

No. We do not test on animals. Our products as also proudly vegan friendly.

How long do your candles burn?

Burn times are based on our testing, strictly following our recommended burning tips. Depending on the conditions your candle is in you may notice some slight variation to these times.

Small: Up to 15 hours

Medium: Up to 40 hours

Large: Up to 65 hours

Do you use any paraffin wax in your candles?

Absolutely not! We use only 100% natural soy wax with no nasty additives.

Why do you make Nevé candles with soy wax?

Traditionally, candles were made with paraffin wax, an end-product of petroleum, which contains up to 11 carcinogenic compounds. No thanks!

We wanted our candles to be better for the environment, the home, the family and even better performing, so we use premium 100% natural soy wax that is specifically formulated for candles. Derived from soybean oil, it is vegan friendly, contains no additives and no paraffin (something you have to look out for with some ‘soy’ candle products on the market). Here are some of the benefits:

· Longer Burning
A lower melting point means it burns up to 50% longer than paraffin wax candles.

· Non-Toxic
Soy wax is clean burning and releases no known carcinogens when it is burnt.

· Better Fragrance
The lower melting temperature creates a healthier ‘wax pool’ around the wick, allowing the fragrance oils to more easily vaporise and release more aroma. 

· Renewable Resource
Soybeans are environmentally friendly, sustainable and a renewable resource.

· Quick Clean
Easy to get out of fabrics or table cloths as it is biodegradable – simply wipe and it’s gone.

· Clean Burning
Soy burns clean which means minimal soot is released.

Why do all Nevé candles have wood wicks and what are the benefits over a cotton wick?

Wood wicks create a soft crackling sound when burning for added ambiance. We use only FSC wood wicks sourced from sustainable timber mills in the USA.

· Wood wicks produce a tantalising crackling sound when burning

· Wood wicks have no mushrooming with little carbon build-up, debris or soot

· Wood wicks provide optimal performance and visual aesthetic

· Wood wicks achieve a fast melt pool formation for quick and excellent fragrance dispersion and maximum burn time

Are the fragrances strong in your products?

Our candles are loaded with the maximum fragrance that the wax and wick can handle. Each fragrance reacts differently with soy wax, so the percentage used is adapted during our testing. Too much fragrance can clog the wick and prevent it from staying lit. Rest assured that we have made sure you are getting the best possible scent throw with every candle.

Why don't you ‘triple scent’ your candles?

Unfortunately, triple scented candles are a marketing ploy and most reputable candle makers confirm that there is no such thing as a triple scented candle. Candle waxes can only handle a small percentage of fragrance oil before it begins to react badly with the fragrance and clogs the wax meaning the wick will not stay lit. Rest assured that you are getting the best possible scent throw in each of our candles.

What type of fragrance oils do you use?

Nevé candles are made to the highest quality and safety standards and we use 100% Phthalate free fragrance oils in our products. We only work with fragrance vendors who comply with standards set by the International Fragrance Association (IFRA). IFRA standards form the basis of a globally accepted and recognised risk management system for the safe use of fragrance ingredients, and they publish a list of usage standards for fragrance materials limiting or prohibiting the use of ingredients based on scientific studies.

Shipping + Returns

How long will it take for me to receive my order?

We always provide tracking numbers with dispatch confirmation for your peace of mind.

• Delivery made between 9am-5pm Monday – Friday.

• South Island expected delivery within 2-6 business days after order is placed.

• North Island expected delivery within 3-8 business days after your order is placed.

• For rural expected delivery within 6-10 days after your order is placed.

What is your refund policy?

We want you to absolutely adore your Nevé purchase. But we understand that buying fragrances online can be challenging, so if you don’t immediately fall in love with your chosen scent, you may return the product within 30 days for an exchange or full credit.

Similarly, if you are having issues with your wood wick candle staying lit and have tried our troubleshooting tricks in the FAQ section, we will happily provide you with an exchange or full credit.

Like anything in nature, each wood wick is unique, so sometimes they can be a little temperamental. All of our wood wicks are made with a natural and untreated wood and can vary in thickness and grain. That means each Nevé candle will burn a bit differently and occasionally wicks don’t perform up to standard. Despite these variances, wood wicks provide a unique burning experience and we think the occasional ‘dud’ wick is worth it for the beautiful soft sounds of a crackling fire.

Does Nevé ship internationally?

Yes, but on request only. If you’re looking to place an international order, please ask us about shipping through our ‘Contact’ page or send us a message at hello@neve.co.nz for a quote.

Do you offer free shipping?

We offer FREE shipping for all orders over $99. Flat Rate $7.99 shipping for all other orders. Applies to New Zealand orders only.

How much is postage?

FREE shipping for all orders over $99. Flat Rate $7.99 shipping for all other orders. Applies to New Zealand orders only.