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Maison Blanche
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Cart0
  • Shop
    • Candles
      • Small
      • Medium
      • Large
      • Deluxe
      • Sets
    • Room
      • Diffusers
      • Refills
      • Room Spray
    • Body
      • Hand Wash
      • Hand Lotion
      • Sets
    • Accessories
    • Gifts
    • Sale
  • Fragrance
  • About
  • Journal
  • Stockists
  • Contact
  • Home
  • FAQ

FAQ

Where are Maison Blanche Products made?

All Maison Blanche products are made in Sydney, Australia.

Are Maison Blanche products vegan friendly?

Our products are not tested on animals, are free from Parabens, PEGS and contain no animal by-products and therefore vegan friendly.

What is the black residue around my candle glass?

A candle wick requires trimming between burns or if the candle has been burning continuously for two or more hours. The wicks should be trimmed to about 5mm from the wax, only then will the candle stop emitting carbon - the black residue. If there is black residue on the glass of your candle jar, use a dry piece of paper towel and wipe clean

Why is it important to stop burning with 1cm left of wax?

We ask that you stop burning your candle at the 1cm wax mark as there may not be enough wax left in the candle to absorb the heat of the flame, which can lead the glass to become very hot.

Why isn't my candle burning properly?

If your candle is not burning properly, the most common causes are trimming wicks too short (less than 5mm), wicks moving off centre and short burn cycles (under an hour). Please refer to our candle tips & safety guide to get the most out of your Maison Blanche candle. If you are still concerned with the performance of your candle, please email orders@maisonblanche.com.au.

My candle glass cracked, what happened?

Candle glass may crack due to an array of reasons. The most common cause of glass cracking is if there wasn't enough wax left to absorb the heat of the flame, making the glass very hot, which can cause the glass to crack after an extended period.

To prevent this we recommend you stop burning when there is 1cm of unmelted wax remaining in the candle. In other cases, cracking may happen when the wicks travel and come in contact with the glass. This can happen if the candle has been burning longer than the recommended burning time, as the wax pool increases and the wicks become less stable and the flame moves towards the glass. If your glass has cracked, and you don’t believe the reason to be stated above, please take images of the candle and email them to orders@maisonblanche.com.au and we will investigate further.

Are your glasses recyclable?

Yes, our glass jars are 100% recyclable, however many of our customers love to reuse their jars for other things like vases or storing cotton buds, makeup brushes or spices. Simply wipe out with a dry paper towel while the wax is still warm (or soak it in hot water) and then hand wash it as you would any glass, with soap and water. Please be mindful not to use anything abrasive on the glass, as the paint can scratch.

I can’t smell my candle when it’s burning?

The reason for this may be that the size of the candle is not large enough for the room it is placed in and the fragrance is being spread thin through the room. To test this we recommend you moving the candle to a smaller room, like a bathroom, and closing the door. After 10 minutes if you still can't smell the candles fragrance please get in touch with us at orders@maisonblanche.com.au

Do you use essential oils or synthetic fragrances?

At Maison Blanche we use a mixture of natural essential oils and fragrances oils, which like for many of the world’s leading fragrance brands, is necessary to create unique and well performing home fragrance products.

The synthesised fragrance oils we use are produced in an Australian lab and are chemically identical to naturally existing fragrance oils. We believe that this is a better way to use particular fragrance in our products because harvesting the raw ingredients needed to create the fragrance would be unsustainable and can exploit communities and the environment.

Has my order been shipped?

Check your inbox for a shipping notification. If you have not received one you can log into your account and scroll down to find your order. Your order will be marked as dispatched if it has been shipped and you can find your tracking numbers.

How do I track my order?

Log into your account and scroll down to find your order. Your order will be marked as dispatched if it has been shipped, and you can find your tracking numbers and courier service name after clicking ‘track’. If these details are not available please get in contact via orders@maisonblanche.com.au and we will supply tracking numbers to you.

My order has not arrived within the shipping times, what do I do?

Follow the above instructions to track your order to check that your order has not been delivered or left at the post office or depo. If these are not the case, please get in contact via orders@maisonblanche.com.au and we will investigate the issue further.

Do you do private label or branded candles?

Yes we do! Get in contact via orders@maisonblanche.com.au to find out more.

Can I get a discount for bulk orders?

If you are ordering over 20 products get in touch via orders@maisonblanche.com.au and we can possibly supply a bulk discount.

Can I stock Maison Blanche in my store?

You can apply to be a Maison Blanche stockist via our Wholesale Application form. Once we receive this we will be in contact within 7 business days to discuss your application.

Where is my closest stockist?

You can search for your closest stockist via our Stockist Finder

I can’t choose a fragrance, can I get samples?

We don’t offer samples. If you need help choosing a scent you can get in touch with us and we can help explain them further, otherwise head into one of our many stockists to have a sniff!

I can’t find my favourite scent online, will it come back into stock?

Unfortunately, if you can’t find a product online it has been discontinued. We regularly change our fragrances and collections to make sure we bring you the freshest and most unique home fragrance products.

 

Can I buy discontinued products?

Once a discontinued product has sold out online we won't be adding anymore to the online store. If you are looking to buy a discontinued product the only place to find it is from our stockists who might have some remaining products.

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Terms & Conditions

Orders returned to Maison Blanche due to incorrect address, contact details or failure to contact courier after delivery attempt, will incur a re-shipping fee

Privacy Policy

This privacy policy sets out how we uses and protects any information that you give us when you use this website.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • name and job title
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.