FAQ I Disclaimers

If you can't find the answer you were looking for send us an email and we will be happy to help you as best as we can.
The IAM information relating to Chakras, Crystals, Affirmations and Essential oils is not intended to diagnose illness, replace, treat or cure people. Nor are they to encourage you staying in any situation which may be harmful or threatening. The information and statements are purely based on my personal experience and opinion and should not be considered advice or fact. They are for general information purposes only to complement healing and provide encouragement. Seek medical, psychological, legal or financial advice from qualified professionals if needed. 
Please remember your safety when using our candles and become familiar with the warning label and instructions on the Candle Care card.
If pregnant, or you think you might be, consult your physician when using candles with oils and other body and massage products. Do your research and play it safe.
IAM Raw Crystal Candles assumes no responsibility for any damage that may occur due to the misuse of candles and candle burning.
Each product is unique and may appear slightly different to the one in the photograph.
Due to high demands on courier networks, there may be a delay in receiving your order. We strongly encourage you to allow enough time for delivery delays as no compensation for late delivery will be given.

All orders will be dispatched within 2 working business days of ordering unless ordering on weekends and Public Holidays. If there are delays in processing orders this will be published on the website. Parcels are shipped and tracked through our provider Courierit and an email with the tracking link will be sent to you as soon as it is ready to go. 

Urban Zone/Non Rural - allow up to 2-3 business days for delivery. Due to high demands or situations out of our control this timeframe may vary. 
Rural/Non Urban Zone 5 working days -  if your address is rural allow an additional 2-3 working days on top of the standard 2-3 day timeframe.  Please select the correct delivery method in the drop-down menu to avoid additional costs being incurred. 
Inter Island overnight - covers all South Island and Waiheke Island. Due to high demands, there may be a delay in receiving your order.
Inter Island Economy 2-3 working days - covers all South Island and Waiheke Island. 
International deliveries - no international deliveries.
Returns and Exchanges
If you have received a damaged or incorrect item we will refund or replace the item as quickly as possible. Please send product photos within 7 days to our email address. Replacements will not be given if damage has been caused by the user.
If you chose the wrong item or made a mistake, on a case-by-case basis we may offer a store coupon for the value purchased less the return shipping fee which will be at your cost. The item must be returned in its original condition. Please contact us within 7 days to discuss.
No refunds are given for change-of-mind purchases.
What if items arrived damaged?
In the rare instance that your package should be damaged in transit, please contact us as soon as possible. We will need photos of the item(s) and the packaging (including the courier bag or box) emailed to us within four days of delivery. 
IAM Candle Care Card
Please take the time to read our Candle Care card to ensure you get the most from our products.
The crystal on the candle is your keepsake. Please remove it before lighting your candle.
Why doesn’t my wick light the first time?
When lighting the wood wick use either long matches or a long gas lighter for ease. Wooden wicks are a little trickier to light. Tilt your candle jar on the side and let the flame run up the wick. If it doesn’t light the first time just keep lighting it until it stays lit. 
How do I prevent tunneling?
It's important on the first burn to allow the wax pool to melt all the way to the edge of the jar.  By doing this it will help to prevent tunnelling. 
How long should I burn my candle for?
Don’t burn the candle too long - medium jars up to 4 hours maximum at a time, and minis up to 1 hour or when the wax pool has melted to the edge of the jar blow out your candle.
My crystal has fallen into the wick what do I do?
Always remove the crystal before lighting your candle. Gently remove the crystal from the wax when it has cooled.
Why is my candle flame burning small? 
Wood wicks take a little more effort than cotton wicks, but they are worth it! It’s important to know that typically, their flame is a low-smouldering horizontal flame which will be less bright than a cotton wick and requires attention and tender loving care. 
Not all wicks supplied by the manufacturers are exactly the same. If there is a slight variance in the thickness or size of the wicks supplied by the manufacturer it may cause the flame to vary in size. Wood wick candles prefer to be kept out of draughts and burnt indoors. 
If the flame is weak, blow out the candle and pour out any excess wax to expose more wick. Relight for 20 minutes: if it's burning okay allow the wax to melt all the way to the edge of the jar before blowing out. 
Why is my candle flame burning high?
The common cause is that the wick is too long and needs to be trimmed. When the wax is cold use wick trimmers to cut the wick shorter or gently remove charred ends with your fingertips.
Why is the candle's surface not smooth after burning?
This can be common with soy wax. This is a by-product of all-natural wax and will not affect the performance, product or scent of the candle. 
Why is my candle wax frosting?
This is a natural and unique effect of soy wax. The wax is trying to return to its normal form and as a result, begins to crystalise. This won't affect the candle's performance and means your wax is 100% natural!
Where do you source your essential and aromatherapy oils from?
Our suppliers are based in New Zealand and are dedicated to supplying the highest-quality oils. 
Where do you purchase your crystals from?
Our supplier sources their products from all over the world: Madagascar, Morocco, Brazil, Africa and Pakistan. They are passionate about ensuring they put good business practice before profit. They put a lot of work into finding suppliers with good sustainable practices, happy and healthy staff, and a shared ethos.
Where is your Palo Santo from?
Our supplier sources Palo Santo from Peru.  It is sustainably harvested only from naturally fallen branches. Peru has strict regulations to ensure the sustainability of the supply. All Palo Santo is effectively organic – but none is certified as it is all from wild forests. Note: These sticks are hand cut so the sizes vary, and not all are a uniform shape.
IAM Raw Crystal Candles Giveaway Terms and Conditions:
Prizes may appear different from the one in the photograph. To enter the competition the winner must have entered via the competition post on social media sights (Instagram or Facebook) and followed the instructions as stated. Entrants must like the Giveaway post and follow @iam_raw_crystal_candles on Instagram to redeem their prize. The competition is only open to NZ residents who are 18 years and over. There is no cash alternative. Refer to the Giveaway Instagram post for competition the closing date and time. One winner will be chosen at random from valid entries and contacted via Instagram. The winner will have 7 days to claim their prize and will be requested to share valid NZ delivery details (excluding PO Boxes) to receive their prize. The winner agrees to the use of their name in any publicity material. Any personal data relating to the winner or any other entrants will be used solely in accordance with current NZ data protection legislation and will not be disclosed to a third party for any reason. This competition is in no way sponsored, endorsed, administered or associated with Facebook, Instagram or any other social network. Entry into this competition will be deemed acceptance of these terms and conditions.