Frequently Asked Questions
How do I care for my candle?
We recommend that when lighting one of our candles for the first time, you let it burn for approximately 3 hours. This allows the wax to melt evenly across the diameter of the candle and helps prevent tunneling.
How long will my order take to arrive?
For information regarding shipping times, please visit our Shipping and Handling page.
Can I track my order?
Yes, all orders are fully tracked. Once dispatched, you will receive an email or text notification with tracking details.
My order hasn't arrived — what should I do?
If your parcel hasn’t arrived within the expected timeframe, please contact us at info@level01merchant.com.
Occasionally, shipping may take a little longer than expected, but rest assured that all parcels are fully tracked.
There is something wrong with my order
We’re really sorry if we’ve made a mistake.
If you received the wrong item or a faulty product, please get in touch at info@level01merchant.com, and we’ll resolve it as quickly as possible.
How soon do you reply to emails?
We aim to respond to all emails within 24 to 48 hours, Monday to Friday.
International Orders – Customs Charges
Please note that Level 01 Merchant is not responsible for any customs fees, duties, or additional charges that may be applied by your local government upon import.
Customs authorities may hold your parcel, and charges may be payable by you as the recipient. We recommend checking with your country’s customs office before placing an order.
Have a different question about your order?
If you can’t find the answer you need here, please email us at info@level01merchant.com and we’ll get back to you as soon as possible.