Help & FAQs

Welcome to Secret Ember’s Help Center! Find answers to the most common questions about our products, ordering, shipping, and more. If you can’t find what you’re looking for, feel free to contact us directly.

1. 📦 Ordering & Payment
1.1 How do I place an order?

Simply browse our collection, add items to your cart, proceed to checkout, fill in your shipping details, select your payment method, and confirm your order. You’ll receive an order confirmation via email.

We accept:

  • Cash on Delivery (COD) (COMMING SOON)
  • Bank Transfer (COMMING SOON)
  • Online Payment (COMMING SOON)

Yes, but only if your order hasn’t been shipped yet. Contact us immediately via WhatsApp or email with your order number, and we’ll do our best to accommodate your request.

You can cancel your order before it ships by contacting us immediately. Once shipped, you cannot cancel but can return the item following our return policy.

Currently, we don’t offer gift wrapping, but our candles come beautifully packaged and ready to gift!

Yes! Enter your discount code at checkout in the “Promo Code” field before completing your payment. Codes cannot be applied after an order is placed.

Payment may be declined due to:

  • Insufficient funds
  • Incorrect payment details
  • Bank security measures
  • Technical issues

Please verify your information and try again, or contact your bank for assistance.

2.1 Where do you ship?

We currently ship across Pakistan to [list major cities: Lahore, Karachi, Islamabad, Rawalpindi, Faisalabad, etc.]. For other locations, please contact us to confirm availability.

How long does shipping take?

  • Major cities: 2-4 business days
  • Other cities: 4-7 business days
  • Remote areas: 7-10 business days

Delivery times are estimates and may vary during peak seasons or due to courier delays.

Shipping charges vary by location:

  • [City/Region]: Rs. [amount] (COMMING SOON)
  • [City/Region]: Rs. [amount] (COMMING SOON)
  • Free shipping on orders above Rs. [amount] (if applicable) (COMMING SOON)

Exact shipping cost will be calculated at checkout based on your delivery address.

Once your order ships, you’ll receive a tracking number via email and SMS. You can track your shipment using this number on [courier company website].

The courier will attempt delivery 2 times. If you’re unavailable, they’ll contact you to reschedule. 

First, check your tracking information. If the delivery time has passed, contact us with your order number, and we’ll investigate with the courier service immediately.

If your order hasn’t shipped yet, contact us immediately and we can update the address. Once shipped, address changes may not be possible.

3.1 What type of wax do you use?

Currently, our collection features premium paraffin wax candles known for excellent scent throw and burn time. We’re also launching soy wax and beeswax collections soon!

Burn time varies by candle size:

  • Small candles (100g): Approximately [X] hours
  • Medium candles (200g): Approximately [X] hours
  • Large candles (300g+): Approximately [X] hours

Proper care and trimming the wick can extend burn time.

Yes! All our candles are made with quality materials and are safe when used properly. Always follow our safety guidelines: never leave burning candles unattended, keep away from flammable materials, and place on heat-resistant surfaces.

We use high-quality fragrance oils specifically designed for candle making. These provide consistent, long-lasting scents that fill your space beautifully.

Currently, we offer our curated collection of fragrances. However, we’re always adding new scents based on customer feedback!

Our paraffin candles are cruelty-free. Our upcoming beeswax collection contains natural beeswax. All products are made without animal testing.

Our candles come in [glass/ceramic/tin] containers that are:

  • Reusable after the candle burns out
  • Heat-resistant and safe
  • Stylish enough to display in any room

Our candles provide a [light/medium/strong] scent throw that fills the room without being overwhelming. Scent intensity is subjective and may vary by room size and ventilation.

4.1 How do I get the best burn from my candle?

Follow these tips:

  1. First burn: Burn for 2-3 hours to create an even wax pool
  2. Trim the wick to ¼ inch before each use
  3. Avoid drafts for even burning
  4. Don’t burn for more than 4 hours at a time
  5. Stop using when ½ inch of wax remains

Tunneling happens when the first burn is too short. Always burn your candle for 2-3 hours on the first use to create a full wax pool across the surface.

Absolutely! Once your candle is finished:

  1. Place the jar in hot water to melt remaining wax
  2. Pour out the wax and wipe clean
  3. Wash with soap and water
  4. Reuse for storage, plants, or décor!

Store candles in a cool, dry place away from direct sunlight. Keep them covered to prevent dust buildup and maintain fragrance quality.

Trim the wick to ¼ inch using wick trimmers or scissors before lighting. Long wicks cause smoking and uneven burning.

Yes, but ensure they’re placed at least 3 inches apart and away from drafts, curtains, and flammable materials.

5.1 What is your return policy?

You may return unused, unburned candles within 7 days of delivery in original packaging. Please see our detailed Refund and Returns Policy for complete information.

Contact us with your order number and reason for return. We’ll provide return instructions. Once we receive and inspect the item, we’ll process your refund within 5-7 business days.

Contact us immediately with photos of the damaged item and packaging. We’ll provide a replacement or full refund at no cost to you.

We don’t offer direct exchanges. Please return your item for a refund and place a new order for your preferred scent.

Shipping charges are refundable only if the return is due to our error or a defective product.

6.1 Do I need an account to order?

No, you can checkout as a guest. However, creating an account allows you to:

  • Track orders easily
  • Save your information for faster checkout
  • View order history
  • Receive exclusive offers

Click “Sign Up” or “Register” at the top of the page, enter your email and create a password. You can also create an account during checkout.

Click “Forgot Password” on the login page, enter your email, and we’ll send you a reset link.

Log into your account and go to “My Orders” to view your order status and tracking information. You’ll also receive tracking updates via email.

Yes! Select “Guest Checkout” and simply fill in your shipping and payment information.

7.1 Do you offer gift cards?

We don’t currently offer gift cards, but all our candles make perfect gifts!

Yes! Simply enter the recipient’s address as the shipping address during checkout.

Yes! For orders of [number]+ candles, please contact us for special pricing. Perfect for weddings, corporate gifts, and events!

Yes! Visit our Wholesale Partners page for more information or contact us directly to discuss wholesale opportunities.

8.1 How can I contact customer support?

Reach us through:

📧 Email: customercare@secretember.com
📱 WhatsApp & 📞 Phone : +92-3097766602
🕐 Business Hours: 9am to 5pm , Monday to Friday
We typically respond within [24 hours/same business day].

We’re currently an online-only store, but we ship across Pakistan!

Yes! Follow us for inspiration, new launches, and exclusive offers:

📸 Instagram: @secretember 📘 Facebook: COMMING SOON 💼 LinkedIn: @SecretEmberco

We currently don’t offer facility tours

We love hearing from our customers! Share your feedback via:

  • Email us directly
  • Message us on social media
  • Rate your purchase in your order confirmation email

If you didn’t find the answer you were looking for, we’re here to help!

Contact our friendly customer support team:
📧 Email: customercare@secretember.com
📱 WhatsApp & 📞 Phone : +92-3097766602
🕐 Business Hours: 9am to 5pm , Monday to Friday

Last Updated: 26 January 2026

We’re committed to providing you with the best experience possible. Your satisfaction is our priority!
✨ Light up your life with Secret Ember co ✨