How can we help?
FAQ
Candle tips
How do I burn candles safely?
Firstly, never leave your candle burn unattended, and keep it away from any flammable materials. Don't let your candle burn for more than four hours at a time.
Be sure to trim your wick before each use – this stops the flame from flickering too high.
Keep burning candles out of reach from children and pets.
How do I get the most out of my candle?
The first burn is the most important. You want to make sure the entire top layer of wax is melted before you blow it out. This will avoid tunneling and extend the life of your candle.
If your candle does create a tunnel – don't stress. Simply wrap a sheet of aluminium foil around the jar with a small gap for the flame to breathe. This will melt the edges of the wax, giving an even melt.
Do your candles contain paraffin?
Absolutely not. We use a clean soy and beeswax mix to create our candles, ensuring that you won't breathe in any nasty chemicals as you burn. Our fragrances are 100% natural.
Ordering
Can I change/cancel my order?
We completely get it, we change our minds too! Once an order is placed, we work quickly to ensure that your product is sent out to you. However, if you wish to make a change email us at hello@the-rume.com and we'll do our best to help you out.
Can I exchange my order?
While we hope that you love your purchase, we do offer a 14-day exchange policy if it doesn't work out. The item must be unused and returned to us in its original packaging in order for us to process the return.
Can I get a refund?
Unfortunately at this stage we're not able to offer a full refund on any orders. However we can offer an exchange within 14 days for unused products returned to us in its original packaging.
Can I place a large order?
Absolutely, we offer wholesale packages and bespoke design. Please email hello@the-rume.com for details.
Shipping, Returns & Exchanges
We work with local and international shipping suppliers. Shipping cost will be calculated at checkout.
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.
How can I get free shipping?
Free shipping is automatically applied to orders placed in the UAE over the value of AED250.
How long will my order take to arrive?
Orders placed within the UAE will arrive in 2 - 3 days. International orders will take 7 - 10 days. If you are experiencing delays with your order, please email hello@the-rume.com.