TOSERA Soy Wax Candle FAQs
Our Soy Wax Candle FAQs answer the most common questions about TOSERA, Soft Ivory and our handcrafted pure soy wax candles. From orders and delivery to candle care, payments and product information, you’ll find everything you need to shop with confidence.
We’re here to help. Whether you’re choosing your first TOSERA candle, tracking an order or learning more about our handcrafted pure soy wax candles, you’ll find the answers to our most frequently asked questions below.
Soy Wax Candle FAQs
Orders
How long does it take to process my order?
Orders are processed Monday to Friday, excluding South African public holidays. Once your order has been prepared, packaged and dispatched, you’ll receive a shipping confirmation email together with your tracking information.
How long does delivery take?
Delivery within South Africa typically takes 3–5 working days after your order has been dispatched. Delivery times may vary depending on your location and the courier service.
Can I track my order?
Yes. Once your order has been dispatched, we’ll email your tracking number so you can follow your parcel until it reaches you.
Do you deliver throughout South Africa?
Yes. TOSERA currently delivers throughout South Africa.
Products
Are TOSERA candles handcrafted?
Yes. Every TOSERA candle is thoughtfully handcrafted, carefully inspected and beautifully packaged before dispatch.
Are your candles made in South Africa?
Yes. TOSERA candles are proudly handcrafted in South Africa.
What type of wax do you use?
Our candles are crafted using 100% plant-based wax, carefully selected for its clean burn, excellent fragrance performance and premium quality.
Are your candles safe to use?
When used according to the Candle Care instructions, TOSERA candles are safe to enjoy. We recommend trimming the wick before each burn, placing the candle on a heat-resistant surface, and never leaving a burning candle unattended.
How long do your candles burn?
Burn time depends on the size of the candle and how it is cared for. Following our Candle Care recommendations will help you achieve the best performance and longest burn time.
Why does my candle look slightly different from the photos?
Every TOSERA candle is handcrafted. Minor variations in wax appearance, fragrance intensity or finish are a natural characteristic of handmade products and are not considered defects.
Shipping & Delivery
How are orders packaged?
Every order is carefully inspected and securely packaged to help ensure it arrives safely and beautifully presented.
What happens if my parcel arrives damaged?
Please notify us within 48 hours of delivery and include photographs of the product, packaging and shipping label. We’ll assess the situation and work with you to find an appropriate solution.
Returns & Refunds
Can I return my candle?
Unused and unlit candles may qualify for return if you contact us within 7 calendar days of receiving your order and the product meets the conditions outlined in our Refund & Return Policy.
Can I return a candle that has been burned?
No. For hygiene, safety and quality assurance reasons, used or burned candles cannot be returned unless required by applicable South African consumer protection legislation.
How long does a refund take?
Once your approved return has been received and inspected, refunds are processed within 7 working days. Your bank or payment provider may require additional time before the funds appear in your account.
Payments
Which payment methods do you accept?
We accept secure online payments through PayFast, including supported payment methods such as Visa, Mastercard, Google Pay, Instant EFT, SnapScan and other payment options available through PayFast.
Is my payment secure?
Yes. All online payments are securely processed through PayFast using encrypted payment technology. TOSERA does not store your banking or card details.
Gifts
Are TOSERA candles suitable as gifts?
Absolutely. Our candles are thoughtfully packaged and make beautiful gifts for birthdays, housewarmings, weddings, corporate gifting and many other special occasions.
Business & Wholesale
Do you supply businesses?
Yes. We welcome enquiries from boutique hotels, guesthouses, restaurants, spas, interior designers and other businesses interested in incorporating TOSERA into their spaces.
Please contact us to discuss your requirements.
Our Soy Wax Candle FAQs are regularly updated to provide clear and helpful information about our products, orders and customer care.
Custom Orders & Special Occasions
Can I order TOSERA candles for weddings or special events?
Yes. TOSERA offers handcrafted candles for weddings, bridal showers, anniversaries, corporate events, private celebrations and other meaningful occasions. We’d be delighted to help create an atmosphere that reflects your vision.
Can I request a custom candle?
Yes. If you’re looking for a different candle size, fragrance, quantity or a candle created for a special occasion, we’d love to hear your ideas. Contact us and we’ll discuss a bespoke solution tailored to your needs.
Do you offer larger candle sizes?
Our signature collection is carefully curated, but we’re always exploring new sizes based on customer needs. If you’re looking for a larger candle for your home, business or event, please contact us.
Can I personalise my order?
Yes. If you’re purchasing a candle as a gift or celebrating a special occasion, we can include a personalised message to make your gift even more meaningful.
Do you offer gift wrapping?
Yes. Gift wrapping is available for special occasions. Every TOSERA order is thoughtfully presented because we believe every gift should feel as beautiful to receive as it is to give.
Do you supply TOSERA Candles to hotels, restaurants or interior designers?
Yes. We welcome enquiries from boutique hotels, guesthouses, restaurants, spas, interior designers and businesses looking to create beautifully considered spaces through fragrance and atmosphere.
When will TOSERA diffusers and room sprays be available?
The TOSERA Atmosphere Collection continues to grow. Our signature diffusers, room sprays and additional home fragrance products are currently in development. Join our exclusive community to be among the first to hear about future launches.
Contact
How can I contact TOSERA?
You can reach us by emailing hello@tosera.co.za or by using the Contact page on our website. You’ll also be able to contact us directly through WhatsApp.
Why choose TOSERA?
TOSERA is more than a candle brand. We believe atmosphere has the power to shape how we feel, helping us slow down, reconnect and return to ourselves. Every candle is thoughtfully handcrafted in South Africa using 100% plant-based soy wax, created to bring warmth, peace, presence and connection into everyday living.
We hope TOSERA’s Soy Wax Candle FAQs have answered your questions and helped you shop with confidence.
Every atmosphere begins with intention.
For additional candle safety guidance, visit the National Candle Association.