FAQs

Got questions about our brand, our shipping and refund policies, our scented candles and other essential oil products? Find the answers to frequently asked questions here!

GENERAL CONCERNS

Learn more about our products.


Where are you located?

Innerfyre Co is a Singapore-based company. While this is where our candle elves make our products, our products are available online.


What are your candles made with?

Innerfyre Co candles are made with natural essential oils and a luxurious wax blend that contains coconut wax and rice bran wax. This formulation makes our candles sustainable, and non-toxic. And because of the essential oils in the blends, you’re not only giving scent to your home but also receiving the benefits of aromatherapy.


Why coconut wax?

Coconut wax burns cleaner than other types of candle wax. Unlike paraffin wax that releases potentially dangerous chemicals when burned, coconut wax emits zero soot particles. 

Coconut wax is also one of the most eco-friendly and sustainable waxes in the market. In comparison to soy, which is an intensively grown crop that depletes natural ecosystems, coconut is a renewable and high yielding crop. In other words, fewer coconuts are required to produce an adequate quantity of product.

It also allows the candle to burn cooler, slower and longer — giving the candle a longer life span and preventing it from “burning off” the essential oils that provide aromatherapeutic benefits.


What does "hand-poured" mean?

This simply means that we pour molten wax into each individual candle container that we sell. In essence, it serves to demonstrate how each candle is lovingly made by hand — to the extent that the process allows. 

The candle you purchase will be handcrafted, poured, and labelled rather than being the result of someone "flicking a switch" in a factory. If mass-production doesn't appeal to you, hand-poured is the way to go!


Are there any restrictions for custom messages?

We love self-expression and we believe in celebrating everyone’s truth. However, messages that are considered hateful and offensive (or that which encourages violence towards a person or group based on something such as their race, religion, sex, or sexual orientation) are not allowed. That said, our candle elves reserve the right to cancel these orders without prior warning.


For special requests or if you have questions, don't hesitate to reach out and ask! 


What is the processing time for personalised orders?

Typically we can process the order within 3-4 business days. This may be adjusted during busy periods to ensure everyone receives their candles exactly when expected. We’ll make sure to set expectations if that is the case. 

For orders of 20 units or more per candle, it will take 1 week (production time) before your order is shipped.


SHIPPING

We offer free Singapore delivery on orders over $60. All standard delivery orders take 3-4 working days to be delivered.


Where will my order ship from?

We design, make and ship all our products from our workshop in Singapore.


How will my order ship?

Orders will ship via our courier partners who offer Standard Shipping (3 Working Days).


Can I upgrade my shipping?

Absolutely. At checkout, you'll be presented with an Express Delivery option, with a number of carriers and rates to choose from.


Do you ship outside of Singapore?

We ship worldwide. At checkout, the cost of international shipping is calculated using all available carriers.


Please note that customs/import duties are not included in the price and that some countries may withhold goods until they are paid. These charges are your responsibility, and we are unable to estimate or pay them on your behalf —although the shipping company may.


EXCHANGE, DAMAGE & REFUNDS

At Innerfyre Co, we strive to deliver meaningful products that bring joy. If you are not satisfied with your purchase, we’d like to know.


I received a product that was damaged in transit - what can we do?

We've spent considerable time and effort ensuring that our packaging can withstand the rigours of shipping. If your order is damaged in any way, please email hello@innerfyre.co with your order number and a photo of the damaged candle, and we will send you a replacement completely free of charge.


My order was marked delivered but I haven’t received it.

You may inquire with the courier partner directly, or contact us at hello@innerfyre.co so we can check on this for you. 


The scent I ordered wasn't what I expected!

We understand. We make every effort to accurately describe fragrances, but we also know that scents can be subjective. If you're not in love with the scent you ordered, email us for a return authorization number and return your unused candle; we'll promptly send you a replacement.


You can view our full exchange and refund policy here.


STILL HAVE QUESTIONS?

We’re here for you!


Email us at hello@innerfyre.co