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FAQ

Welcome to Madame Phoenix Esoterica! I strive to create unique handmade spiritual products that draw on the rich history of human magical traditions- spanning thousands of years of European paganism and reaching into modern, North American hoodoo and Wicca. I stand firmly behind my products, as they are a reflection of the tools that I use personally in my magical workings.

 

Returns and exchanges

I don't accept returns, exchanges or cancellations. But please contact me if you have any problems with your order.

Returns and exchange details. I work in good faith to make sure that all of my items are packaged well and shipped with care. However, accidents happen in transit! Rest assured that everything was perfect when it left my hands. In case something arrives to you damaged, please contact me ASAP, I will send you a replacement as parcels are insured.

 

Delivery

Shipping lead times are 3-5 business days from date of purchase until your parcel gets into the mail system.

Shipping is expensive! I know, I'm sorry. I wish it could be cheaper. 

 

Shipping within Canada is expedited, and many people get their packages in less than a week. All Canadian parcels receive a tracking number at time of shipping. 

Shipping to the US is done through my USPS shipping partner, Swiftpost. or Canada Post. All US parcels receive a tracking number at time of shipment. 

PLEASE NOTE: parcels shipped to the US will be marked as "pre transit" until the parcel is released from Swiftpost to USPS and USPS scans it into their system. I assure you it's en route! 

Shipping outside of the US or Canada is done through Canada Post; if you need your parcel shipped via Fedex, UPS or DHL please contact me to arrange a different shipping rate. 

Once orders are out of my workshop, how long they are held at international borders is completely out of my hands. Madame Phoenix is NOT RESPONSIBLE for packages held or confiscated by your countries border guard. Please check your tracking REGULARLY. 

Madame Phoenix is NOT RESPONSIBLE for orders once they are marked as 'delivered'. Please be home to receive parcels or have arrangements made to receive your delivery safely. "porch pirates" are a very real thing in this day and age. Use your tracking number to open a case with USPS directly. 

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Please be respectful and don't ask me about my suppliers, process, sourcing or other. I have spent hundreds of hours sourcing my suppliers, and tens of thousands of hours honing my Craft. This is my work- I encourage you to do your own thing instead!

also PLEASE don't ask me for my recipes. If you have an allergy, let me know and I will switch out an ingredient for you. Occult recipes are closely guarded secrets and my recipes are proprietary.

DUE TO THE CURRENT GLOBAL HEALTH CRISIS, SUPPLY CHAINS HAVE BEEN INTERRUPTED WORLDWIDE. DUE TO THIS, PACKAGING MAY DIFFER SLIGHTLY FROM WHAT IS PICTURED. VOLUME & QUALITY REMAIN UNCHANGED.

 

Candle burning tips

Working with candles for spiritual matters is easy and rewarding- a few simple tips for tending your candles as they burn will help you get the most out of your candles. 

  1. Prepare your space. Make sure your candles are in a place where they won’t be disturbed or knocked over while your working is active. If possible set aside a small table or shelf away from pets and flammable items such as curtains, dried flowers, clothing etc. 
  2. Sit and meditate on your candles purpose; if it helps keep it clear in your mind, write it out, draw a picture or design, or use a photo or picture that embodies your wishes. You can place this behind or underneath your candle. If you have a Madame Phoenix 7 day style candle, there is room on the label to write your desires. 
  3. Trim your wick to 1/4” before lighting for the first time, and allow your candle to burn for a minimum of 2 hours this first time- until the wax is completely liquid on the surface of the candle (called a wax pool). 
  4. Burn your candle for 4-6 hours at a time. 
  5. Allow your candle to cool and the wax to re-harden before re-lighting. 
  6. If your candles comes with a crystal and/or charm, you can remove it after the initial burn, or keep it in the candle until it is done burning.
  7. Keep the wick trimmed to 1/4” . 
  8. To remove a crystal from residue wax, simply place the jar in an inch of water in a pan and heat on low (do not boil). The hot water will melt the wax residue and you can tip your crystal out. Use a cloth to pick up the jar, the glass may be hot. 

 

Candles with Wooden Wicks

Wooden wick candles are wonderful! But they do require different treatment than regular wicks. 

When lighting it for the first time, make sure the wick is trimmed to 1/4” (6mm). If the wick is too long, it won’t stay lit, as it won’t reach the wax which is the fuel for the flame. 

Tilt the candle and let your match or lighter flame move across the wooden wick thoroughly. It may take a couple of tries before it’s properly caught; hold the flame to the wick longer than you would to a regular wick. 

Burning it for the first time- make sure you can keep it burning long enough for the wax to melt all the way to the edge of the candle. (A couple of hours usually) 

Afterwards, before relighting, trim off any blackened wood and retrim to about 1/8” inch (3mm approx). Yes, this is shorter than a regular candle wick usually is. 

If you trim your candle too short and the wick is ‘drowning’ in liquid wax, carefully use a paper towel to soak up some of the excess wax to free the flame. Keep paper towel away from flame. 

 

Getting the most out of your pillar or shaped candle; ANY Candle not inside of a jar.

ALWAYS remove the parchment label before burning, for fire safety. 

Pillar candles should be burned in a holder, bowl or jar to contain any run off wax. 

Burn the candle for about 4 hours at a time or less, away from constant breeze in a sheltered and safe spot. Allow to fully cool before relighting. 

Before relighting, carefully trim excess wax away so the candle has a flat surface again. 

Trim the wick back to 1/4” and straighten. 

Relight and enjoy! 

Pillar candles need a little more care and attention than jar candles, as a jar candle’s soft wax is contained, while pillar candles are freestanding. Don’t leave them burning unattended, or allow the wick to become too long and tip, which will cause the wax to burn unevenly and effect length and evenness of your burn time. 

It’s normal for there to be some wax runoff and pooling; shaped candles especially because of their unique shape will burn in interesting and uneven ways.

 

Additional policies and FAQs

WHOLESALE! I certainly do wholesale to resale stores. Minimum order is $400, contact me for details.

CUSTOM WORK! YES, I can absolutely create a custom blend for you, as a gift or as a line for your business or your clients. Contact me and we will work together to create something that fits your needs perfectly!

ECOLOGY PROMISE- I strive to live my beliefs; as a believer that the Earth is sacred, I work to minimize the impact that I have on the health of our ecosystem. As a direct action of that, I strive to reuse packaging whenever possible, and to use recycled and unbleached paper to package everything for you. It's likely you'll get a box from me that has previously been used to ship something to my workshop; but it's one more box that isn't coming directly out of a factory. I use biodegradable packing peanuts, and minimize tape on bubble wrap so it is reusable for your needs as well. Occasionally I will receive a shipment that uses styrofoam peanuts- I will reuse this in packaging orders as well, keeping the 'reuse' in 'reuse, reduce, recycle'. Please continue using them and keep them out of landfills!

In addition, my business cards are made from 100% post-consumer recycled paper, and printed in vegetable dyes rather than caustic inks.

Whenever possible, all my herbs, resins and oils are locally sourced, organic and fair trade. I go out of my way to seek out only the best quality ingredients- and source them from ethical companies. I truly feel that this care and energy is passed into each item that I make to sell. From beginning to end, you can feel good about using my magical products.

ALLERGY INFO:
If you have any allergies to plants, flowers or scents, please let me know; a substitituation can be made for you at no extra cost. Get in touch!