Frequently Asked Questions

Whether you're ordering a thoughtful gift or creating a personalised candle for a special occasion, we've answered some of the questions customers ask us most often.

If you can't find the information you're looking for, our Customer Support team is always happy to help at support@sorvana.shop.

1. Are all SORVANA candles personalised?

No. We offer both ready-made candles and personalised candles. The product page will clearly tell you whether personalisation is available before you place your order.

2. What can I personalise?

Depending on the product you've selected, you may be able to personalise your candle with a name, message, date or your own logo.

Available personalisation options are displayed on each eligible product page.

3. Can I upload my own logo?

Yes. Selected products allow you to upload your own logo or artwork during checkout.

For the best results, we recommend using a high-quality image with clear details.

4. Will my candle look exactly like the online preview?

The preview is intended to help you visualise your design.

To achieve the best printed result, we may make small adjustments to the size, spacing or positioning of your text or artwork without changing the overall design.

5. What happens if my logo isn't suitable for printing?

If the artwork you've uploaded is too small, blurry or unsuitable for printing, we'll contact you before production whenever reasonably possible.

6. Can I change my personalisation after ordering?

If you notice a mistake, please contact us as soon as possible.

We'll always try to help before production begins. Once your personalised candle has entered production, changes may no longer be possible.

7. How quickly will my order be dispatched?

Ready-made candles are normally handed to Royal Mail within 1 working day.

Personalised candles are normally handed to Royal Mail within 2 working days, allowing time for label preparation and quality checks.

8. Which delivery service do you use?

All UK Mainland orders are sent using Royal Mail Tracked 48.

Tracking details are emailed once your parcel has been dispatched.

9. How much does delivery cost?

• £3.99 for orders below £40.
• Free UK Mainland delivery on orders of £40 or more.

10. Where do you deliver?

At the moment, we deliver to addresses within the UK Mainland only.

11. Can I send a candle directly as a gift?

Absolutely.

Simply enter the recipient's delivery address during checkout. We don't normally include pricing information inside gift parcels where order details are already provided electronically.

12. Can I return my order?

Ready-made candles may be returned within 30 days of delivery, provided they meet the conditions set out in our Returns & Refund Policy.

As personalised candles are made specifically for you, they cannot normally be returned simply because you've changed your mind.

13. What if my candle arrives damaged or incorrect?

Please contact us as soon as possible with your order number and clear photographs of the product and packaging.

We'll investigate the issue and work with you to find the most appropriate solution.

14. What if I entered the wrong spelling or date?

Please let us know immediately.

If production hasn't started, we'll do our best to update your order. Once production begins, changes may no longer be possible.

15. How long will my candle burn for?

Our candles have an approximate burn time of 48 hours.

Burn time may vary depending on how the candle is used and cared for.

For the best performance, we recommend following the guidance in our Candle Care guide.

16. Are your candles made with soy wax?

Yes. Our candles are made using a premium soy wax blend combined with carefully selected fragrance oils to create a clean and enjoyable burn.

17. Can I place a larger order for weddings, events or businesses?

Yes. We welcome enquiries for larger orders, corporate gifting and special events.

Please contact us before placing your order so we can discuss your requirements.

18. Is my payment secure?

Yes.

Payments are processed through secure payment providers. Your full payment card details are not stored by SORVANA.

19. How is my personal information used?

We only use your information to process your order, provide customer support and operate our services in accordance with our Privacy Policy.

20. How can I contact SORVANA?

If you need any assistance before or after placing an order, simply email us at support@sorvana.shop.

Additional contact information is available on our Contact Us page.