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FAQs

Subscriptions / Autoship

We are happy to assist with instructions on how to cancel your subscription.

1. Login into your account https://aembr.co/tools/recurring/get-subscription-access?passwordless=true

2. Click [Subscriptions]

3. Locate your subscription and click [Manage]

4. Click [Change Items].

Proceed to complete the steps to successfully cancel your subscription.

We are happy to assist with instructions on how to cancel your subscription.

1. Login into your account https://aembr.co/tools/recurring/get-subscription-access?passwordless=true

2. Click [Subscriptions]

3. Locate your subscription and click [Manage]

4. Click [Skip Shipment].

Proceed to complete the steps to successfully cancel your subscription.

We are happy to assist with instructions on how to cancel your subscription.

1. Login into your account https://aembr.co/tools/recurring/get-subscription-access?passwordless=true

2. Click [Subscriptions]

3. Locate your subscription and click [Manage]

4. Click [Cancel Subscription].

Proceed to complete the steps to successfully cancel your subscription.

Orders

Holiday and Black Friday Policies:

Thank you for choosing AEMBR to bring a touch of luxury to your home this holiday season. To ensure a smooth shopping experience during our busiest time of year, please review our sale policies below:

  • Final Sale: All sale orders are considered final. We’re unable to modify sale orders (items or shipping addresses) once they’re placed, and we cannot accept returns, cancellations, exchanges, or refunds for these items.

  • Pricing Policy: Sale discounts apply only to new orders placed during the sale period. We’re unable to offer price adjustments on prior purchases.

  • Processing Time: Due to high order volumes, our processing time may take 4-14 days before your order is shipped. This timeframe does not include carrier transit time. Thank you for your patience as our small team works hard to fulfill your order.

  • Discount Codes: Only one discount code can be applied per order. If you’d like to use a different code, please place a separate order. Discount codes cannot be applied retroactively to an order. If you are experiencing issues with a discount code, please contact us for a resolution prior to placing your order.

  • Order Adjustments: To prevent delays, we may adjust orders as needed. In case of any adjustments:

    • If an item becomes out of stock, we’ll email you to request a scent swap. If we don’t receive a reply, we’ll refund the out-of-stock item and ship the rest of your order to avoid delays.
    • If a selected wick type is unavailable, we’ll automatically substitute the next available wick in the same scent (e.g., cotton to wood wick) to complete your order.

For any questions, feel free to reach out to us at [email protected]. Happy shopping!

Order Changes and Cancellations
Once an order is placed, it typically cannot be modified, canceled, or combined with other orders. Coupons cannot be added retroactively. If you need to cancel an order that has not yet been fulfilled, you may attempt to do so with us, whether you've made a partial or full payment. You may request a full or partial refund at that time, which will be processed minus a 3% payment processor fee. To avoid this fee, you can opt to receive your refund in the form of store credit or an AEMBR gift card. For more information, please refer to our Refund Policy.

However, once an order has been fulfilled, it cannot be canceled. 

Order Changes and Cancellations

Once an order is placed, it typically cannot be modified, canceled, or combined with other orders. Coupons cannot be added retroactively. If you need to cancel an order that has not yet been fulfilled, you may attempt to do so with us, whether you've made a partial or full payment. You may request a full or partial refund at that time, which will be processed minus a 3% payment processor fee. To avoid this fee, you can opt to receive your refund in the form of store credit or an AEMBR gift card. For more information, please refer to our Refund Policy.

However, once an order has been fulfilled, it cannot be canceled. 

AEMBR App Users

Customers who utilize AEMBR's app may be offered a 30-minute window to cancel their order once it is placed. Provided that the order has not already been marked for fulfillment (In Processing), a red cancellation button should appear in the orders page of the App. This is the only exception to the above cancellation policy rule, and is a benefit exclusively for our App users.

To apply a promo or discount code:

• Proceed to checkout and enter your code in the ['Discount Code'] field.

• Click ['Apply'] to see your new total before finalizing your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

Discount codes cannot be applied retroactively to an order. If you are experiencing issues with a discount code, please contact us for a resolution prior to placing your order.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.


Click on the tracking number link or enter the tracking number into our tracking page.


Tracking information may not be immediately available after your order is placed. It can take up to 24 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

Shipping

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to the carrier.

If you need additional assistance, please email our team.

If your order included the default Checkout+ Protection by AEMBR & Onward, then your item can be reshipped for free. Simply file a claim and we'll get the matter resolved in less than 24 hours.

We offer fast and free shipping for orders over $60 within the contiguous United States (does not include Hawaii, Alaska, or US territories).

Orders shipped outside the United States are subject to taxes and duties that are paid for by the customer - this is prepaid and you should not expect any taxes or duties collection after purchasing the product. If you encounter this issue, please refer them to us so we may handle it expediently.

Yes, we do offer expedited shipping for domestic orders only for $8.95.

Please keep in mind that the order processing can take up to 24-48 hours.

Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.

We do ship to most countries, however, there are a few that we are unable to send to.

To review the countries we currently don't ship to, please see below:

Argentina

India

China

Ukraine

Russia

Please note that international shipments can take 5-10 days.

If you have been waiting for more than 10 days  to receive your order, please get in touch with our team to investigate the issue.

Delivery times vary depending on the destination and the shipping method selected.

• Standard Delivery: Typically arrives within 3-5 business days.

• Express Delivery: Typically arrives within 1-2 business days.

• International Delivery: Typically arrives within 5-8 business days.

We are pleased to offer low-cost or free flat-rate shipping on all orders within the domestic United States. Orders within the continental U.S. typically arrive within 3-5 business days. We may occasionally run promotions offering free shipping over a certain amount within the contiguous U.S., though these offers are subject to change at any time.

International Shipping
We now ship internationally to most countries with an upgraded, faster service and over 50% cost savings on shipping fees. Estimated transit time for international orders is 5-7 business days. For faster delivery, select DHL Express Worldwide, with an estimated transit time of 3-5 business days.

We handle all customs duties and import taxes for you at checkout, so you will not be responsible for additional fees upon delivery. Please note that, per trade laws, all exports must be marked as "e-commerce goods" rather than "gifts." If you are asked to pay any duties or import taxes after purchasing from AEMBR, please contact us immediately for assistance.

Order Changes and Cancellations
Once an order is placed, it typically cannot be modified, canceled, or combined with other orders. Coupons cannot be added retroactively. If you need to cancel an order that has not yet been fulfilled, you may attempt to do so with us, whether you've made a partial or full payment. You may request a full or partial refund at that time, which will be processed minus a 3% payment processor fee. To avoid this fee, you can opt to receive your refund in the form of store credit or an AEMBR gift card. For more information, please refer to our Refund Policy.

However, once an order has been fulfilled, it cannot be canceled. 

Damaged or Defective Items
If your order arrives damaged or defective, contact us within 30 days of receipt at [email protected], attaching photos of the item, packaging, and shipping label to support your request.

  • Checkout+ Orders: Orders protected by Checkout+ qualify for expedited claims and replacements. AEMBR handles replacements or refunds directly from Onward for these claims.
  • Non-Protected Orders: Customers are responsible for filing claims directly with the shipping carrier for lost or damaged items. AEMBR is happy to assist by providing any necessary documentation within our capabilities to support the claim process. 

Damaged or Lost Items
If your order arrives damaged or defective, contact us within 30 days of receipt at [email protected], attaching photos of the item, packaging, and shipping label to support your request.

  • Checkout+ Orders: Orders protected by Checkout+ qualify for expedited claims and replacements. AEMBR handles replacements or refunds directly for these claims.
  • Non-Protected Orders: Customers are responsible for filing claims directly with the shipping carrier for lost or damaged items. AEMBR is happy to assist by providing any necessary documentation within our capabilities to support the claim process. 

Domestic Shipping [USA]: We offer free standard shipping on orders over $99. We also offer expedited shipping for $10.95.

Canadian Shipping: We offer fast, 3-5 day shipping to Canada for a low cost.

UK & EU: We offer fast international shipping. Shipping fees are calculated at checkout.

International Shipping: International shipping cost is calculated at checkout.

Unfortunately, we do not ship to the following countries:

Russia

Ukraine

China

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 48 hours or more to become active in our system, depending on weekends and holidays. If you don't see any updates right away, please be patient and check back later. 

1-2 business days after placing your order, you can click the tracking number link in the email or track your order on our website here https://aembr.co/apps/track.

Returns & Exchanges

Satisfaction Guarantee

AEMBR is committed to customer satisfaction with our quality products. We offer a satisfaction guarantee with the following guidelines:

  1. 30-Day Satisfaction Guarantee Without Checkout+ Protection
    Orders without Checkout+ Protection qualify for a 30-day satisfaction guarantee. Under this guarantee, we offer options for exchange or store credit only—no refunds to the original payment method. Customers are responsible for shipping back any affected products for inspection and testing. This guarantee covers performance issues related to situations such as tunneling, scent throw, wick performance, and cleaning performance (laundry powder).

    • If damage, loss, or theft occurs in transit without Checkout+ Protection, the customer bears the burden of proof required by the shipping carrier to file a claim. Claims are typically reviewed and resolved within 7-10 business days. Once approved, a replacement order will be issued, minus any applicable shipping fees.
    • Certain products do not fall under the 30 Day Satisfaction guarantee due to hygienic reasons. These include: opened laundry products, and others at AEMBR's discretion.

  2. 90-Day Satisfaction Guarantee with Checkout+ Protection
    Orders with Checkout+ Protection receive an extended 90-day satisfaction guarantee with expedited (~1-hour) resolution options, instant replacements, or refunds with no need to return the product.

    • For damages, theft, or loss covered by Checkout+, customers will receive replacement orders or full refunds promptly. If a replacement item is unavailable, a comparable product or a full refund will be offered.

Reservation of Rights
AEMBR reserves the right to refuse the satisfaction guarantee for any customer, on any order, and for any reason at our sole discretion. This reservation applies regardless of whether Checkout+ Protection has been applied to the order.

Standard Return Policy
AEMBR accommodates returns and exchanges for any unused merchandise within 30 days of purchase. Customers may choose an exchange (free) or store credit. Refunds to the original payment method are subject to a 5% restocking fee and exclude shipping costs incurred by AEMBR.

  • Eligible Items: Items must be unused, in original packaging, and include any free gifts with purchase (or the gift’s face value will be deducted from the refund).
  • Condition Requirements: Refunds are issued for items meeting AEMBR’s return criteria—unused, undamaged, and in their original condition. Items showing signs of use or missing components (e.g., outer boxes) may not qualify for a full refund.

Return Submission Process
Before initiating a return, confirm whether your order includes Checkout+ Protection.

  • Orders with Checkout+: Returns are free and covered by our 90-day satisfaction guarantee. To start your return, please proceed to our designated portal.
  • Orders without Checkout+: Please visit our return portal to submit requests for unused items in original packaging within 30 days of receipt. Each order or box returned requires a separate submission.

Refunds will be issued to the original form of payment or as store credit. Gift returns qualify for an AEMBR eGift Card. Shipping costs are non-refundable, even for orders originally marked with "free shipping."

Shipping & Responsibility
Customers must retain proof of shipment for tracking purposes. AEMBR is not responsible for lost or misdirected returns without delivery confirmation. Inspections will be conducted on unopened, undamaged items, and any approved refund will exclude a 5% restocking fee and all shipping costs.

Damaged or Defective Items
If your order arrives damaged or defective, contact us within 30 days of receipt at [email protected], attaching photos of the item, packaging, and shipping label to support your request.

  • Checkout+ Orders: Orders protected by Checkout+ qualify for expedited claims and replacements. AEMBR handles replacements or refunds directly for these claims.
  • Non-Protected Orders: Customers are responsible for filing claims directly with the shipping carrier for lost or damaged items. AEMBR is happy to assist by providing any necessary documentation within our capabilities to support the claim process. 

AEMBR accommodates returns and exchanges for any unused merchandise within 30 days of purchase. Customers may choose an exchange (free) or store credit. Refunds to the original payment method are subject will have both the non-refundable 3% merchant processing fee and  shipping costs incurred by AEMBR, deducted from the refund.

  • Eligible Items: Items must be unused, in original packaging, and include any free gifts with purchase (or the gift’s face value will be deducted from the refund).
  • Condition Requirements: Refunds are issued for items meeting AEMBR’s return criteria—unused, undamaged, and in their original condition. Items showing signs of use or missing components (e.g., outer boxes) may not qualify for a full refund.

Return Submission Process
Before initiating a return, confirm whether your order includes Checkout+ Protection.

  • Orders with Checkout+: Returns are free and covered by our 90-day satisfaction guarantee. To start your return, please proceed to our designated portal.
  • Orders without Checkout+: Please visit our return portal to submit requests for unused items in original packaging within 30 days of receipt. Each order or box returned requires a separate submission.

Refunds will be issued to the original form of payment or as store credit. Gift returns qualify for an AEMBR eGift Card. Shipping costs are non-refundable, even for orders originally marked with "free shipping."

Shipping & Responsibility
Customers must retain proof of shipment for tracking purposes. AEMBR is not responsible for lost or misdirected returns without delivery confirmation. Inspections will be conducted on unopened, undamaged items, and any approved refund will exclude a 5% restocking fee and all shipping costs.

Damaged or Defective Items
If your order arrives damaged or defective, contact us within 30 days of receipt at [email protected], attaching photos of the item, packaging, and shipping label to support your request.

  • Checkout+ Orders: Orders protected by Checkout+ qualify for expedited claims and replacements. AEMBR handles replacements or refunds directly for these claims.
  • Non-Protected Orders: Customers are responsible for filing claims directly with the shipping carrier for lost or damaged items. AEMBR is happy to assist by providing any necessary documentation within our capabilities to support the claim process. 

Return in store

You can visit any of our retail stores and present your order confirmation or packing slip as proof of purchase. All items must have the original tags attached.

Refund process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the requested payment method.

Non-Returnable items

Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page.

Last updated: November 6, 2024

Order Changes and Cancellations
Once an order is placed, it typically cannot be modified, canceled, or combined with other orders. Coupons cannot be added retroactively. If you need to cancel an order that has not yet been fulfilled, you may attempt to do so with us, whether you've made a partial or full payment. You may request a full or partial refund at that time, which will be processed minus a 3% payment processor fee. To avoid this fee, you can opt to receive your refund in the form of store credit or an AEMBR gift card. For more information, please refer to our Refund Policy.

However, once an order has been fulfilled, it cannot be canceled. 

Holiday and Black Friday Policies:

Thank you for choosing AEMBR to bring a touch of luxury to your home this holiday season. To ensure a smooth shopping experience during our busiest time of year, please review our sale policies below:

  • Final Sale: All sale orders are considered final. We’re unable to modify sale orders (items or shipping addresses) once they’re placed, and we cannot accept returns, cancellations, exchanges, or refunds for these items.

  • Pricing Policy: Sale discounts apply only to new orders placed during the sale period. We’re unable to offer price adjustments on prior purchases.

  • Processing Time: Due to high order volumes, our processing time may take 4-14 days before your order is shipped. This timeframe does not include carrier transit time. Thank you for your patience as our small team works hard to fulfill your order.

  • Discount Codes: Only one discount code can be applied per order. If you’d like to use a different code, please place a separate order.

  • Order Adjustments: To prevent delays, we may adjust orders as needed. In case of any adjustments:

    • If an item becomes out of stock, we’ll email you to request a scent swap. If we don’t receive a reply, we’ll refund the out-of-stock item and ship the rest of your order to avoid delays.
    • If a selected wick type is unavailable, we’ll automatically substitute the next available wick in the same scent (e.g., cotton to wood wick) to complete your order.

For any questions, feel free to reach out to us at [email protected]. Happy shopping!

Satisfaction Guarantee

AEMBR is committed to customer satisfaction with our quality products. We offer a satisfaction guarantee with the following guidelines:

  1. 30-Day Satisfaction Guarantee Without Checkout+ Protection
    Orders without Checkout+ Protection qualify for a 30-day satisfaction guarantee. Under this guarantee, we offer options for exchange or store credit only—no refunds to the original payment method. Customers are responsible for shipping back any affected products for inspection and testing.

    • If damage, loss, or theft occurs in transit without Checkout+ Protection, the customer bears the burden of proof required by the shipping carrier to file a claim. Claims are typically reviewed and resolved within 7-10 business days. Once approved, a replacement order will be issued, minus any applicable shipping fees.

  2. 90-Day Satisfaction Guarantee with Checkout+ Protection
    Orders with Checkout+ Protection receive an extended 90-day satisfaction guarantee with expedited (~1-hour) resolution options, instant replacements, or refunds with no need to return the product.

    • For damages, theft, or loss covered by Checkout+, customers will receive replacement orders or full refunds promptly. If a replacement item is unavailable, a comparable product or a full refund will be offered.

Reservation of Rights
AEMBR reserves the right to refuse the satisfaction guarantee for any customer, on any order, and for any reason at our sole discretion. This reservation applies regardless of whether Onward VIP+ Protection has been applied to the order.

Standard Return Policy
AEMBR accommodates returns and exchanges for any unused merchandise within 30 days of purchase. Customers may choose an exchange (free) or store credit. Refunds to the original payment method are subject to a 5% restocking fee and exclude shipping costs incurred by AEMBR.

  • Eligible Items: Items must be unused, in original packaging, and include any free gifts with purchase (or the gift’s face value will be deducted from the refund).
  • Condition Requirements: Refunds are issued for items meeting AEMBR’s return criteria—unused, undamaged, and in their original condition. Items showing signs of use or missing components (e.g., outer boxes) may not qualify for a full refund.

Return Submission Process
Before initiating a return, confirm whether your order includes Checkout+ Protection.

  • Orders with Checkout+: Returns are free and covered by our 90-day satisfaction guarantee. To start your return, please proceed to our designated portal.
  • Orders without Checkout+: Please visit our return portal to submit requests for unused items in original packaging within 30 days of receipt. Each order or box returned requires a separate submission.

Refunds will be issued to the original form of payment or as store credit. Gift returns qualify for an AEMBR eGift Card. Shipping costs are non-refundable, even for orders originally marked with "free shipping."

Shipping & Responsibility
Customers must retain proof of shipment for tracking purposes. AEMBR is not responsible for lost or misdirected returns without delivery confirmation. Inspections will be conducted on unopened, undamaged items, and any approved refund will exclude a 5% restocking fee and all shipping costs.

Damaged or Defective Items
If your order arrives damaged or defective, contact us within 30 days of receipt at [email protected], attaching photos of the item, packaging, and shipping label to support your request.

  • Checkout+ Orders: Orders protected by Checkout+ qualify for expedited claims and replacements. AEMBR handles replacements or refunds directly for these claims.
  • Non-Protected Orders: Customers are responsible for filing claims directly with the shipping carrier for lost or damaged items. AEMBR is happy to assist by providing any necessary documentation within our capabilities to support the claim process. 

European Union 14-Day Cooling-Off Period
For orders shipped to the European Union, you may cancel or return items within 14 days of receipt for any reason. Items must be in original, unused condition, with tags and packaging intact. Return shipping must be traceable, as refunds are not provided for undelivered returns.

  • Return Authorization: Please contact AEMBR for a return authorization before shipping. Items returned without authorization or failing to meet our criteria (e.g., broken seals, missing boxes) may not qualify for a full refund.

Other Important Information

  • Free Gifts: Free gifts with purchase must be returned with the main product. If the free gift is not returned, its value will be deducted from the refund.
  • Discount Codes: Discounts, rewards vouchers, or promo codes applied to the purchase are non-refundable and non-transferable. Only the actual amount paid for the product can be refunded.
  • Package Protection: Package protection is valid only if selected at the time of purchase and cannot be added retroactively. Claims for lost or damaged items will only be honored if protection was opted in at checkout.

Processing Time
Upon receipt and inspection, refunds will be processed within 7 business days. Exchanges will be shipped promptly, and any difference in price will be invoiced or credited accordingly.

Final Disclaimer
AEMBR reserves the right to refuse returns that do not meet our guidelines or show evidence of use. For further assistance, please email us at [email protected].

Once your return has been received and processed, you will be notified via email when the refund has been issued.

Please allow 5-10 business days for the refund to reflect in your account.

Account Management

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User Experience

Candles add warmth, beauty, and comfort to your space, but if you've ever noticed an uneven melt pool leaving unused wax around the edges, you’re likely dealing with tunneling. The good news? Tunneling is preventable—and it’s not always the candle's fault! Even perfectly made candles can tunnel if proper burning procedures aren't followed. In this guide, we'll show you how to prevent tunneling and make the most of your luxurious AEMBR candles.

What Is Candle Tunneling?

Candle tunneling happens when a candle burns straight down the middle, leaving a thick ring of unmelted wax around the edges of the container. Not only does this reduce the candle's lifespan, but it also prevents you from enjoying its full fragrance.

Why Does Candle Tunneling Happen?

Tunneling is often caused by improper burning techniques during the first few uses. When a candle isn’t allowed to melt all the way to the sides of the container, it creates a "memory ring." Future burns will follow this pattern, making the tunneling issue worse over time.

How to Prevent Candle Tunneling

Follow these simple steps to prevent tunneling and enjoy a clean, even burn:

1. Commit to the First Burn

  • The first burn is the most important for setting the candle's memory. Light your candle and allow it to burn for at least 4 hours or until the wax melts evenly to the sides of the container.
  • Pro Tip: If the melt pool doesn’t reach the edges, the wax may "remember" the smaller pool and continue tunneling during future burns.

2. Burn in 4-Hour Sessions

  • For optimal performance, burn your candle in 4-hour increments. This ensures the wax melts evenly across the surface, preventing tunneling from developing later.

3. Trim the Wick

  • Before each burn, trim the wick to approximately 1/4 inch. A properly trimmed wick promotes a steady, even flame and prevents soot or uneven burning.

4. Avoid Short Burns

  • Resist the urge to light your candle for just 30 minutes or an hour. Short burns don’t give the wax enough time to fully melt, which can lead to tunneling over time.

5. Burn in the Right Environment

  • Place your candle in a draft-free area to maintain an even flame. Wind, fans, or open windows can cause uneven melting, which may contribute to tunneling.

What If Tunneling Has Already Happened?

If you’re dealing with a tunneled candle, don’t worry—there’s still hope! Try these techniques to correct it:

1. The Foil Method

Wrap aluminum foil around the rim of the candle, leaving an opening at the top for the flame. Light the candle and let it burn for a few hours. The foil helps trap heat, melting the remaining wax and leveling the surface.

2. Use a Candle Warmer

If the tunneling is severe, you can use a candle warmer to melt the remaining wax evenly. This allows you to enjoy the fragrance without wasting any wax.

Final Thoughts

Candle tunneling can happen to anyone, but with the right burning habits, you can prevent it and get the most out of your AEMBR candles. Remember: Burn for 4 hours (or until the melt pool reaches the edges), trim your wick, and avoid short burns. By following these simple steps, you'll enjoy a clean, even burn and the full fragrance of your luxurious candles.

If you have additional questions or need further assistance, check out our Help Center or reach out to us directly—we're always happy to help!

Happy burning!
The AEMBR Team

Wooden wicks offer a unique, luxurious experience that elevates your candle burning ritual. With their soothing crackle, clean burn, and modern aesthetic, they’re an upgrade from traditional cotton wicks. However, wooden wicks do require a touch more care. If you’re experiencing challenges, here’s a helpful guide to troubleshoot and get the most out of your wooden wick candles.

1. The Wick Won’t Stay Lit

Why It Happens:
This is often due to the wick being too long or not enough melted wax reaching the wick during the initial burn.

Solution:

  • Trim It Down: Wooden wicks should be trimmed to about 1/8 inch before each burn. If the wick is too long, it won’t properly absorb the wax and will extinguish itself.
  • Burn Long Enough: Allow your candle to burn for 2-4 hours during the first use. This ensures a full melt pool reaches the edges of the container, preventing tunneling and keeping the wick properly saturated.

Why It’s Worth It:
With proper care, wooden wicks provide a steady, clean burn and enhance the ambiance with their gentle crackling sound.

2. Uneven or Weak Flame

Why It Happens:
An uneven or weak flame might mean the wick isn’t drawing enough wax or has a buildup of carbon.

Solution:

  • Gently Clean the Wick: If you notice any charred residue or excess carbon on the wick, gently remove it by pinching the tip with your fingers (once the wick is cool) or using a wick trimmer.
  • Relight and Observe: After cleaning, relight the candle and ensure the flame burns evenly.

Why It’s Worth It:
Wooden wicks create a beautiful, even flame when properly maintained, providing a luxurious experience every time.

3. Crackling Too Loudly or Excessive Soot

Why It Happens:
A wick that’s too long or improperly burning can produce soot or a louder-than-usual crackling sound. It's important to note that fragrances have different essential oil compositions, and some elements may have a tendency to be "sootier" than others, by virtue of nature. 

Soot from a candle does necessarily not mean the candle is toxic (ours never are!). Remember, a candle is a combustible item so some sooting is completely normal. Soot gets more frequent and more likely the further down the candle burns in its jar.

Possible Solutions:

  • Trim the Wick: Keep the wick at the recommended 1/8 inch length to ensure a clean burn.
  • Burn in a Draft-Free Space: Wooden wicks are sensitive to air currents, so place your candle away from fans, open windows, or vents to reduce flickering and soot.
  • Experiment with shorter burn times: Wooden wicks come from trees, and each tree is different in its chemical makeup. For that reason, tailor your burn experience to the candle's individuality. Experiment with shorter burn times.

Why It’s Worth It:
Wooden wicks burn cleaner than cotton wicks when cared for, offering an eco-friendly, smoke-free experience.

4. Candle Isn’t Burning Evenly (Tunneling)

Why It Happens:
This is typically caused by not letting the wax melt fully to the edges during the first burn.

Solution:

  • Commit to the First Burn: Always burn your candle long enough to allow the wax to reach the container’s edges—this can take 2-4 hours depending on the size.
  • Fix It With the Foil Method: If tunneling has already occurred, wrap the top of the candle with aluminum foil, leaving an opening for the flame. Burn for an hour or two to even out the wax.

Why It’s Worth It:
Preventing tunneling ensures you enjoy every drop of your candle, maximizing its value and burn time.

5. Flame Goes Out Frequently

Why It Happens:
The wick may not be properly absorbing the wax or could be drowning in an uneven melt pool.

Solution:

  • Check the Wick Length: Trim it to the ideal length (1/8 inch) before relighting.
  • Let It Cool: Allow the wax to solidify, then relight and let it burn for longer to establish a consistent melt pool.

Why It’s Worth It:
Once properly maintained, wooden wicks offer superior longevity and a steady burn.

Why Wooden Wicks Are Worth the Effort

Wooden wicks don’t just offer aesthetic beauty—they’re an eco-conscious choice that provides a cleaner, longer burn with a charming crackle. While they require slightly more maintenance than cotton wicks, the payoff is undeniable: a luxurious sensory experience that elevates any room.

If you have any additional questions or need further assistance, our team is here to help. Reach out to us anytime or explore more tips on our Help Desk.

Happy burning!
The AEMBR Team

When it comes to our gorgeous glitter topcoats, there's nothing prettier. Our glitter topcats feature sparkling candle-friendly, plant based, biodegradable Eco Glitter that has passed industry standard ASTM F2417 testing for candle safety. 

If you experience issues with your candle's wick and the topcoat, try trimming the wick after extinguishing the flame, and remove any glitter bits that might be adhered to the wick.

Glitter topcoats may cause a candle's burn to be a bit more finicky, so try experimenting with shorter burn times (but long enough to melt to the edges).

Why It Happens:

A wick that’s too long or improperly burning can produce soot or a louder-than-usual crackling sound. It's important to note that fragrances have different essential oil compositions, and some elements may have a tendency to be "sootier" than others, by virtue of nature. 

Soot from a candle does necessarily not mean the candle is toxic (ours never are!). Remember, a candle is a combustible item so some sooting is completely normal. Soot gets more frequent and more likely the further down the candle burns in its jar.

Possible Solutions:

  • Trim the Wick: Keep the wick at the recommended 1/8 inch length to ensure a clean burn.
  • Burn in a Draft-Free Space: Wooden wicks are sensitive to air currents, so place your candle away from fans, open windows, or vents to reduce flickering and soot.
  • Experiment with shorter burn times: Wooden wicks come from trees, and each tree is different in its chemical makeup. For that reason, tailor your burn experience to the candle's individuality. Experiment with shorter burn times.

Why It’s Worth It:
Wooden wicks burn cleaner than cotton wicks when cared for, offering an eco-friendly, smoke-free experience.

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