CANDLES
What kind of wax do you use for your candles?
We use a blend of soy and bees wax for all our candles.
What kind of wicks do you use?
We use unbleached lead-free cotton wicks for our candles.
When do I trim my wick?
Before you re-light your candle, we recommend trimming your wick 1/8 to 1/4 long. You may use a wick trimmer, or if none, scissors or nail cutter.
When do candles melt unevenly?
Candle burning is relative to the room temperature and the length of the wick. This may also affect the texture of the candle after burning and that's normal. You may even out the candle with a heat gun or with your candle warmer. If none, it's okay! Keep the candle the way it is - imperfectly perfect!
How can I maximize my burn hours?
Total burn hours is relative to the room temperature and the length of the wick. To maximize burn hours, always keep the candle's wick ⅛ and ¼ inches long. You may adjust the length of the wick accordingly before re-burning. Long wicks will lead to faster and uneven wax and creating ‘burn pools’. Preferably, avoid letting a candle burn for more than 4 hours. It is also best to monitor the candle’s progress from time to time as it burns.
How do I know when my candle is finished?
Once your candle reaches about 1/2” of remaining wax, it is time to discontinue use. Burning a candle with little to no wax left is not recommended to avoid causing fire.
How can I sample your candles before purchasing?
We're still working on our samples for future purchases. Don't worry! We make sure our scent names and description are close to its smell. If you're unhappy with our candle, feel free to message us so we can do something about it.
Where are your products made?
All our candles are hand-poured in small batches in the Philippines. #SupportLocal
FULFILLMENT
How long does it take to get an order processed?
We process orders everyday but ship out every Monday, Wednesday and Fridays for parcels shipped via LBC.
Where do you ship from?
Our headquarters is in Calumpang, Marikina.
Who's your partner courier and are there other delivery options?
Our courier of choice is LBC. If we see that shipping via Grab, Lalamove or Toktok is faster and more affordable. We'll contact you right away to present the option.
Can I pick-up my order?
Of course! Just be sure to send us a message before going so we can provide the details and update you if your order is ready. Pick-up is only available during business hours on weekdays.
How long does it take for me to get my order?
Shipping days vary depending on location. For areas inside Metro Manila, items can be delivered as early as the next day or as late as four (4) days. Provincial locations outside the vicinity of Metro Manila may take 3-5 days to deliver while locations on the northern part of Luzon and the whole of Visayas and Mindanao may take 3-8 days to deliver. Delivery is on regular business days. To see updated delivery days, you may check LBC's website.
How can I track my order?
When you place an order on our website, you will automatically receive a notification for when your order has been processed. The tracking details will be sent to your email.Expect details of the delivery to reflect within 24 hours after it has been turned over to LBC.
My package says it was delivered, yet I don’t have it. What should I do?
There are some cases where couriers deliver it incorrectly. If this happens, send us a message at info@madebyrascals.ph right away so we can contact the local branch.
ORDERING
What are your payment options?
We want to offer as much flexibility as we can. You can pay via cash-on-delivery, online bank transfers, GCash or PayMaya.
How can I modify my order?
We gotchu! Just send us a message at (email address) with your order number and new order details. The team will apply it on our backend for as long as your order hasn't been shipped out yet.
How can I update my shipping address?
If you need to change your shipping address, please email us right away at (email address) with your order number and correct shipping address. Rasc is not accountable for incorrectly entered shipping details but will do our best to update it as soon as possible.
Forgot to add my discount code! How can I apply it in my order?
Don't worry! Just send us a message at (email address) and we'll apply it in our backend
RETURNS
What's your Return Policy?
We try our best to make sure your order doesn't have any defects. If ever your encounter any problems with the product, please message us immediately in any of our social media accounts or through info@madebyrascals.ph so we can provide the best solution for you.
How long do I have to make a return?
If you decided to return the item, you have 30 days to make an exchange or return. The products must be in unused, intact and in sellable condition. Do note that any shipping expense for returns will be care of the customer.
How can I do an exchange?
Contact us via our social media accounts or at info@madebyrascals.ph so we can provide the instructions for the exchange.
My candle(s) arrived damaged, what should I do?
Mishandling of packages is the last thing we want to happen. If the product is damaged upon receipt, please send us photos and share what you experienced in our social media accounts or via info@madebyrascals.ph. Rasc will issue a replacement based on assessment.
My order was received with the wrong items, how do I settle this?
We apologize if we had some mistakes during fulfillment. We promise to replace the item as soon as we can. Please send us photos and share what you experienced in our social media accounts or via info@madebyrascals.ph
