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Need help? Please have a browse through our FAQ'S.

If your question is still unanswered please submit the contact for above.


What is the best way to trim the wick?

The best way to trim the wick is to use wick trimmers

The wick is smoking

The candle may be in a draught or the wick is too long. Move the candle out of the draught, extinguish the flame, let the candle cool down and trim the wick back to 4mm and remove any excess wick from the jar.

The wax is drowning the wick and extinguishing the candle

This is generally because the candle had not been burnt for long enough for the wax pool to reach the sides of the candle jar. It is imperative the candle burns until the wax melts to the edge of the glass every time it is lit to ensure the maximum and most effective burn. This can take anywhere from 1 to 2 hours generally.

Are reed diffusers environmentally friendly?

All reed diffusers are environmentally friendly, long lasting and slow releasing. They are a safe way to scent a room with no open flame or hot wax. They can not be classed as vegan friendly. Although the fragrance oils are made up of plant based products and essential oils. They have synthetic stabiliser ingredients which assist in providing a superior hold on the fragrance and scent throw. Our diffuser base does not contain phthalates or parabens.

How high should I initially trim it?

Trim the wick to approximately 1cm above the wax.

How long will a diffuser last?

There are many factors that determine how long reed diffuser oils last, including air conditioning, humidity, heating, draughts, direct sunlight, open and closed doors and the width and length of the reeds. Please conduct your own testing.

How often should I flip the reeds?

The reed diffuser sticks can be flipped when you want an extra burst of fragrance or when you notice there is no scent. Some people choose to flip daily while others choose weekly. Be careful not to drip any as it can react with some surfaces. Be sure to clean any spillage immediately.

The diffuser has become cloudy, What should i do? 

Some fragrances may cause the diffuser base to turn cloudy. This is sometimes caused by the natural materials in the fragrance oil. One method that may work is to refrigerate a finished diffuser and, once chilled, pass through coffee filter paper to remove any sediment. Due to the natural components of the fragrance oils, we do not refund or replace the diffuse.


Can I pick up an order?

Yes, an order placed online may be collected. Select pick up at the check out with a note in the comments at the checkout with a pick up location of Bonner or Murrumbateman and you will be contacted to arrange for your items to be collected.

How long will it take for my order to be prepared?

If you have paid via Direct Deposit or PayPal, processing may take between 24 and 72 hours for payment to be processed. You will receive an email letting you know that the order is being processed once the payment has cleared.

Please be advised that products are handmade to order and can take up to 7 days.

Can someone else collect my order?

Yes. Please make contact with us so we are aware of who will be collecting the order and please also provide them with your order number to ensure a smooth collection upon arrival.


When will my order be ready to collect?

Orders will be made and packed once your payment has been received. Orders can take up to 7 days for production. You will be contacted once your order has been made and packed for collection.

What is your return/exchange policy?

We accept returns within 30 days of despatch, provided products are unopened and unused and in resalable condition. Please note shipping costs for returns/exchanges are at customer's own expense. We recommend using a registered service for returns. To enquire about making a return or exchange, please email with your order number and details of the item/s you'd like to return.

I've received my order but there is an issue, what do I do?

Please email with information and/or images detailing the issue and I will be in touch as soon as possible to rectify the issue.

I've left my order to the last minute, can I request urgency?

Absolutely I am very accommodating with a heads up! However I am a solo business owner with 2 small children so I may not always be able to do next day turn around so please do always contact to discuss prior to ordering.
Please email or social networks.

Our Candles

Rustic’s Candles are produced

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