Got Questions?

Candles

Help! My wick won’t light!

To get the most out of your candle, you need to keep the wick trimmed to about half a centimetre. By not trimming your wick, the following might occur:

Mushroom wick – this is where the top of the wick expands and is far too long. When you light a mushroomed wick, it will pop and spit ash over your candle. Not cute.

Drowned wick – a long wick can fall over and drown in wax, preventing you from lighting it next time. To save it, you’ll need to hold a flame near the wick while holding your candle at an angle to melt some of the wax, then tip the melted wax out into something heat proof and discard.

Why does my candle have frosty white patches on it?

Frosting is a natural effect of using soy wax and is unique to vegetable waxes. All soy waxes frost and is a sign that your candle has been made with 100% natural soy wax. Frosting doesn’t impact the performance of your candle so don’t stress. It adds character.

How do I stop the top of my jar going black?

This is purely from your wick being too long and the smoke making the glass look black. Simply trim your wick, wipe the black ash off with a baby wipe and you should be back to business!

I want a custom candle but don’t know where to start…

Custom candles are our jam – choose any fragrance and design your label with a live preview so you can see exactly what the finished product will look like. Go to Custom Candles.

Shipping

What if no one is home to receive my delivery?

Please provide a physical address (sorry NO PO BOXES or parcel lockers) where either someone will be home to accept the delivery, or it will be safe to leave your parcel. The Prospect Project accepts no responsibility for parcels that are unable to be delivered or left in a safe place.

Once your order has been collected by the courier, you will receive an email containing your tracking information, so for all queries relating to delivery please check your tracking first.

How long will my order take to arrive?

Our courier picks up every Wednesday, so all orders placed Tuesday – Monday will be scheduled for pickup on that day.

Custom orders can take up to 4 working days to make, while most orders will be ready for Wednesday pickups if placed before COB Monday the same week.

Do you offer local pick up?

Unfortunately not, sorry!

How is my order packaged?

Items are wrapped in Geami Greenwrap – an eco friendly, sustainable alternative to bubblewrap. This keeps your fragile goods secure. Boxes are filled with 100% recycled shredded paper and where possible we recycle boxes. Any bubblewrap used is 100% recycled.

My Candle is damaged, what do I do?

Touch wood, this has not happened yet (must be our super awesome and eco friendly packaging), but if you are the unlucky first person, please take a photo of the damaged item and email it to us.

Do you offer free shipping?

Sure do! All orders over $75 qualify for free shipping – make sure you select “FREE SHIPPING” during checkout.

Privacy Policy

What do we do with your information?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

Consent

How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at any time, you can contact us at shannon.tindale@hotmail.com

Disclosure

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

WooCommerce

Our store is hosted on Woocommerce Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Woocommerce’s data storage, databases and the general Woocommerce application. They store your data on a secure server behind a firewall.
Payment:

If you choose a direct payment gateway to complete your purchase, then Woocommerce stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Woocommerce’s Terms of Service here or Privacy Statement here.

Security

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

Age of consent

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

Changes to this privacy policy

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

Questions and contact information

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact shannon@theprospectproject.com