FAQ

Everything you need to know

General Brand Information

Nevé candles are proudly hand-poured in New Zealand by mother and daughter duo, Tessa and Vicki.

Tessa runs our showroom in Christchurch and Vicki manages all of our production in Hokitika.

Taking its name from the striking Southern Alps glaciers, Nevé [nee-vei] is the partially compacted granular snow that forms the surface part of the upper end of a glacier.

Founder and Southern lass Tessa draws inspiration from Te Waipounamu’s natural treasures to craft luxury candles that add style and ambience to any space.

Supporting local charities that make a difference here in New Zealand is important to us, so throughout the year we raise awareness for different charities and the fantastic work they do by donating $1 from every online order.

Right now we’re proud to support Trees That Count, an incredible charity that plants native trees throughout New Zealand.

We currently operate through our online store, however we are stocked in many locations around New Zealand and often attend local Christchurch markets.

Visit our Stockists Page to find your closest retail location, or check out our Facebook page for our latest market dates.

Yes! We are currently taking applications to build a network of wholesalers for mutual benefit in growing each other's businesses.

If you feel your retail space is a good fit, simply fill out our Wholesale Application Form and we will get in touch.

Yes! We would love to work with you to find the perfect jar and fragrance combination for your client gifts or event. We also offer the option to customise the candles with your own personalised message – a truly delightful way to surprise the special people in your life.

Depending on your order size and requirements, we recommend allowing a minimum of four weeks from sign-off for us to create your unique order.

Please email sales@neve.co.nz with your requirements for your bespoke bulk order and we will send you through a personalised proposal.

Yes! We are happy to gift wrap your purchase in our premium Nevé gift wrap with ribbon for just $3.

Simply select the gift wrap option at checkout and we’ll send it directly to the recipient’s door with a personal message from you.

If you are lucky enough to have a discount code, simply input it at the Checkout Page.

Only one code can be used at a time.

Please email sales@neve.co.nz if your discount code isn’t working or you need help.

PRODUCT INFORMATION

No, we do not test on animals. Our products are proudly vegan friendly.

Burn times are based on our testing. Below are our recommended burning hours.

Travel Tin (85g): Up to 15 hours

Medium (190g): Up to 40 hours

Large (320g): Up to 65 hours

Depending on the conditions your candle is in, you may notice some slight variation to these times.

Absolutely not! We only use 100% natural soy wax with no nasty additives.

Traditionally, candles were made with paraffin wax, an end-product of petroleum, which contains up to 11 carcinogenic compounds. No thanks!

We wanted our candles to be better for the environment, the home, the family and even better performing, so we use premium 100% natural soy wax that is specifically formulated for candles.

Derived from soybean oil, it is vegan friendly, contains no additives and no paraffin (something you have to look out for with some ‘soy’ candle products on the market). Here are some of the benefits:

Longer Burning

A lower melting point means it burns up to 50% longer than paraffin wax candles.

Non-Toxic

Soy wax is clean burning and releases no known carcinogens when it is burnt.

Better Fragrance

The lower melting temperature creates a healthier ‘wax pool’ around the wick, allowing the fragrance oils to easily evaporate and release more aroma. 

Renewable Resource

Soybeans are environmentally friendly, sustainable and a renewable resource.

Quick Clean

It’s low melting point means it’s easy to get out of fabrics if accidentally spilt. Simply clean with warm water and it’s gone.

Clean Burning

Soy burns clean which means minimal soot is released.

Wood wicks create a soft crackling sound when burning for added ambience and we use FSC wood wicks sourced from sustainable timber mills in the USA. There are many benefits to using a wood wick as outlined below:

Wood wicks produce a soft crackling sound when burning

Wood wicks have no mushrooming with little carbon build-up, debris or soot

Wood wicks provide optimal performance and visual aesthetic

Wood wicks achieve a fast melt pool formation for quick and excellent fragrance dispersion and maximum burn time

Our candles are loaded with the maximum fragrance that the wax and wick can handle.

Each fragrance reacts differently with soy wax, so the percentage used is adapted during our testing. Too much fragrance can clog the wick and prevent it from staying lit.

Rest assured that we have made sure you are getting the best possible scent throw with every candle without it being too overpowering or underwhelming.

Unfortunately, triple scented candles are a marketing ploy and most reputable candle makers confirm that there is no such thing as a triple scented candle.

Candle waxes can only handle a small percentage of fragrance oil before it begins to react badly with the fragrance and clogs the wax meaning the wick will not stay lit.

Nevé candles use 100% phthalate free fragrance oils in our products.

We only work with fragrance vendors who comply with standards set by the International Fragrance Association (IFRA).

IFRA standards form the basis of a globally accepted and recognised risk management system for the safe use of fragrance ingredients, and they publish a list of usage standards for fragrance materials limiting or prohibiting the use of ingredients based on scientific studies.

Travel Tin
7cm W x 3.5cm H

Travel Tin Boxed
8cm W x 8cm H x 4cm D

Medium Jar
8cm H x 9.2cm W

Medium Jar Boxed
12cm W x 8.8cm H x 12cm D

Large Jar
10cm H x 10cm W

Large Jar Boxed
13cm W x 10.8cm H x 13cm D

SHIPPING + REFUNDS

All orders are dispatched from our Christchurch showroom and are sent via Post Haste. We always provide tracking numbers with dispatch confirmation for your peace of mind.

Orders placed from Monday - Friday will be dispatched within 24 hours.
Orders placed on the weekend will be dispatched the following business day. 

We offer same day delivery for our Christchurch customers within a 12km radius only (excludes Lincoln, Rangiora, Sumner, Kaiapoi and Rolleston) for a flat rate of $10. Orders must be placed before 12pm on day of order to qualify for this option.

Christchurch (same day delivery) - Our same day delivery service aims to deliver within 1 - 3 hours.

South Island - Our standard delivery service is next day delivery.

North Island - Our standard delivery service is 2-3 working days.

Rural - Please add an additional 3-5 working days to the applicable time above.

If your order has not arrived in one week since ordering, please email sales@neve.co.nz and we will contact our courier provider.

Due to the ever-changing nature of Covid-19, delivery delays can occur. For the most up-to-date information, visit this network status dashboard

Flat Rate $5 shipping for all standard orders, $8 for rural delivery*.

Flat Rate $10 same day delivery for orders placed before 12pm on day of order**.

We offer FREE shipping for all orders over $70*.

FREE click + collect service available for our Christchurch-based customers.

*Applies to New Zealand orders only. Please contact us by emailing sales@neve.co.nz if you are interested in international shipping.

**Applies to Christchurch customers only (excludes Lincoln, Rangiora, Sumner, Kaiapoi and Rolleston)

Our same day delivery service is only available for our Christchurch customers within a 12km radius. Place your before 12pm and you'll receive your Nevé order within 1 to 3 hours.

Flat rate delivery fee of $10 applies.

Excludes the following towns and suburbs: Lincoln, Rangiora, Sumner, Kaiapoi and Rolleston.

All same day delivery orders are sent via Kiwi Express. We always provide tracking numbers with dispatch confirmation for your peace of mind.

If you’re looking to place an international order, please ask about shipping through our contact page or email us at sales@neve.co.nz for a quote.

We want you to absolutely adore your Nevé purchase but we understand that buying fragrances online can be challenging, so if you don’t immediately fall in love with your chosen scent, you may return the product within 30 days for an exchange, store credit or full refund.

In the rare instance of a faulty product, we will provide a store credit or a full refund. Please email sales@neve.co.nz with as much information and an image of your faulty product. This will help us assess the extent of the fault and ensure no future issues will occur. 

Once an order has been made and paid for, you cannot cancel it, unless in a special circumstance and the cancellation is approved by our team.

If you enter incorrect delivery information on the Nevé website during checkout, you will be liable for your order being delivered to the wrong location. We will not be responsible for any delivery delays which fall outside the control of Nevé or our employees.

If you’re looking to place an international order, please ask about shipping through our contact page or email us at sales@neve.co.nz for a quote.

CANDLE CARE

We recommend using a stick lighter to ensure your wood wick catches easily on the first light.

Take the time to enjoy your first burn; you’ll want to wait until the wax has completely melted to the edge of the candle before extinguishing the flame to avoid creating a ‘memory ring’. These rings will continue to tunnel through for the life of a candle, so it’s best to burn properly the first time around.

Absolutely! To get an even burn every time, keep your wick trimmed between 3mm – 5mm and remove any wick debris before lighting your candle.

You can 'snap' the burnt wood using your fingers and a tissue, or trim it using our wick trimmers.

If the candle has been burning for a long period of time and the flame is getting too low, you may need to tap off any excess ash or burnt wood along the top of the wick. However, be careful to never break off the entire charred wick as it won’t leave you with enough wick to relight the candle.

First things first, it pays to invest in a stick lighter. 

Keep the lighter on the wood wick for around 5 - 10 seconds to ensure your flame can feed on new wood. Like any good campfire, there’s an art to it but once you've mastered it you'll be away laughing. 

Open flames require caution, so be sure to place your candle on a heat resistant surface away from draughts, other heat sources and anything flammable. Keep the candles well out of the reach of little ones (on two legs or four).

Never leave a burning candle unattended and always extinguish the flame and allow the candle wax to cool completely before moving it.

Please note that candles are not intended to be burned for more than four hours at a time. It’s time to replace your candle when there is only 1cm of wax remaining.

Soy wax will only burn as far as it did on the previous burn, so it is important to allow the melt pool to reach the edges of the jar on every burn. This will prevent the candle from burning down the middle creating a tunnel.

Hot tip: if for whatever reason you have to put your candle out before the melt pool has reached the edges of the jar, you can either gently rotate the candle so the wax reaches the edge or use a spoon to lightly carve off the top layer. Although the wax won’t settle properly, this is a life-hack that we’ve used to prevent tunnelling further.

Blowing the candle out is of course the easiest, but it will smoke for a while. We find wood wicks tend to smoke less than cotton wicks due to less carbon build-up.

We recommend using one of our beautiful candle snuffers which will reduce smoke.

SUBSCRIPTIONS

A Nevé candle subscription allows you to receive one of our luxury wood wick candles every one, two or three months. Perfect for trying new fragrances, those who burn regularly or to ensure you always have a spare for yourself or as a beautiful gift. There is no sign up fee or cancellation fee, plus you get FREE shipping with every subscription delivery.

Sound like a bit of you? Have a look at our Large Candle Subscriptions or our Medium Candle Subscriptions

Select the subscription you would like, pay for the first candle of your subscription and we’ll take care of the rest! Future payments will automatically be charged to your nominated card every one, two or three months (depending on the subscription frequency you choose).

You can choose between a ‘Seasonal Wild Card’ or ‘Custom Selection’ options.

Seasonal Wild Card - you will receive a seasonal favourite, hand picked by us for each delivery. Think fresh and fruity for summer, warm and cosy romantic notes for winter.

Custom Selection - allows you to have a little more control over your subscription. Not a fan of florals? Mad about deep, musky fragrances? Let us know your preference by telling us what fragrances you love by sending an email to sales@neve.co.nz or send us a DM on Facebook or Instagram. Each delivery will still be a surprise, but this way you won’t be disappointed!

Yes! We all know that candles make a lovely gift. Why not give the gift that keeps on giving with a three or six month subscription? The recipient will have a beautiful candle delivered to them every month for the duration of the subscription. 

Please note, the Seasonal Wild Card option is applied to all Gift Subscriptions. However, if the recipient has any personal fragrance preferences you are aware of, please state this in the notes section at the checkout. 

Check out our Gift Subscriptions

There’s no obligation, so you can modify or cancel your subscription anytime. You will not be charged once you cancel.

Updating your subscription billing details is easy! Just follow the steps in our "how to" guide here.

To update your delivery address for all future subscription orders, simply follow our "how to" guide here.

Absolutely! Head to our handy "how to" guide and follow the steps here.

You sure can! You’ll receive free shipping as a perk of being a subscription customer. We've put everything you need to do here.

TROUBLESHOOTING

Under ideal burning conditions your Nevé candle should be virtually smoke free. However, any candle has the potential to produce smoke and soot if not cared for properly.

How to get a smoke-free burn from your candle:

Do not place your candles in a draughty area such as a hallway or near a window. When a candle is placed in a draughty area, the draught can cause the flame to produce smoke.

Keep your wick trimmed between 3mm – 5mm and remove any wick debris before lighting your candle. You can 'snap' the burnt wood using your fingers and a tissue, or trim it using our wick trimmers.

Do not burn your candle for longer than 4 hours at a time.

We do not add unnecessary chemicals such as UV inhibitors to our candles. As such, if left exposed to direct or indirect light, certain fragrance blends may turn slightly yellow.

We suggest storing your candle in a cool dark place and if your candle does change colour, don't be alarmed – it won’t affect the burn or quality at all.

Nevé candles are all individually hand-poured and while every effort is made to ensure consistency, each candle is unique. When using natural soy wax, sometimes you may notice slight imperfections on the surface of your candle as a result of temperature changes during shipping.

This does not affect the candle in any way. It’s how you know it’s completely natural soy wax. Any wet wax patches can be wiped clean with a tissue.

Soy wax will only burn as far as it did on the previous burn, so it is important to allow the melt pool to reach the edges of the jar on every burn. This will prevent the candle from burning down the middle creating a tunnel.

Hot tip: if for whatever reason you have to put your candle out before the melt pool has reached the edges of the jar, you can either gently rotate the candle so the wax reaches the edge or use a spoon to lightly carve off the top layer. Although the wax won’t settle properly, this is a life-hack that we’ve used to prevent tunnelling further.

Just like anything in nature, wood wicks can be temperamental as each one is unique. All of our wood wicks are made with natural and untreated wood and can vary in the wood thickness and grain. This will cause every candle to burn a little bit differently. This is the most common issue with wood wick candles and fortunately there are a few simple solutions. The main reason a wick won’t stay lit is because the candle was not burnt correctly on the first burn so make sure you get it right the first time to avoid disappointment.

Since wooden wicks are a much harder material than a cotton wick, you may need to hold the flame to the wick for up to 10 seconds to ensure the entire width of the wick ignites. If your candle extinguishes the first time you light it, simply try relighting it until it catches (in rare cases it may take multiple lights). We recommend investing in a good quality stick lighter to avoid burning yourself in this process.

Sometimes this is caused by excessive draughts so be sure to remove the candle from the area and follow proper relighting procedures. Candles can also self-extinguish due to tunneling. Candles have a memory, which means that if during prior use the candle wax was not allowed to melt completely to the edges of the jar, the wax that remained on the sides can cause the wick to extinguish. To prevent this, make sure the wax has melted completely to the edges during each burn.

Always trim your wick! To get an even burn every time, keep your wick trimmed between 3mm – 5mm and remove any wick debris before lighting your candle. You can 'snap' the burnt wood using your fingers and a tissue, or trim it using our wick trimmers. If the candle has been burning for a long period of time and the flame is getting too low, you may need to tap off any excess ash or burnt wood along the top of the wick. Do not break off the entire charred wick as you won’t be able to relight the candle. If you accidentally trim your wick too low and it won’t stay lit, try carving out some wax around the wick to extend the visible wick length or use your lighter to melt some of the wax around the wick then tip this melted wax onto a paper towel.

You can also try gently pinching the wood wick so the two wood layers seal together.

Should you notice any slight soot marks from the wood wick on the inside of the jar, simply wipe around it with a damp cloth or paper towel to make your candle look like new.

Just like anything in nature, each wood wick is unique and occasionally we will encounter a faulty wick.

If you continue to experience problems, please email sales@neve.co.nz so we can organise a replacement or refund your faulty product as soon as possible.

CANDLE REFILLS

The main goal of creating our candle refills was to minimise waste and maximise sustainability all the while saving you money and allowing you to continue enjoying our fragrances sans the extra glass jars.

Simply clean out your jar, pop your refill in and enjoy!

Please read our detailed overview of how to safely clean and refill your glass jar here.

We highly recommend only cleaning and refilling your jar twice due to increased risk of breakage from glass fatigue.

We strongly advise not microwaving your candle due to the metal wick holder in the bottom of the jar. This would have serious repercussions and is not safe.

If you notice any chips, cracks or paint flaking, do not proceed with cleaning or refilling your candle.

This is a sign of wear and tear and the risk of the glass jar breaking is heightened.

Instead, ensure all wax has been removed and simply put it in your recycling bin.

Absolutely! Ensure all wax has been removed and simply put it in your recycling bin.

You can even recycle your glass jar if you're not wanting to refill it! Just ensure all wax has been removed.

Our candle refills are available in our core collection fragrances and at this stage are only available for our large candle jars.

Refills are available exclusively from our online store

We currently wrap all candle refills in our signature Nevé tissue paper and paper bubble wrap alternative.

We then secure them in a box surrounded with cornstarch packing peanuts which can be dissolved in warm water.

Our biodegradable packing peanuts are made from cornstarch and can be disposed of by dissolving them in warm water.

Within 15 minutes, they should be completely dissolved. Alternatively, if you live in a warm area, you could add them to your compost.

Our glass jars are versatile and can be used for a number of things. We use them to store our makeup brushes, as a pen holder, a plant pot plus many more things! We’d love to see how you upcycle your jars - tag us on Instagram @nevecandles

STILL HAVE QUESTIONS? SEND US A MESSAGE BELOW!