FAQ

Orders & Payments

How do I know my order has been received?

Once you have placed your order and completed the payment process, you will receive a confirmation email to the email address you provided with your order. If you do not receive a confirmation email within 2 hours of placing your order, please contact us at orders@flowerboxsingapore.com via email.

I ordered the wrong item accidentally. Can I cancel my order once I’ve received the confirmation?

Please contact us via email at orders@flowerboxsingapore.com as soon as possible and we will try to change your order for you. If your order has already been despatched we cannot change your order.

What payment methods do you accept?

We accept Credit Cards (Visa, Mastercard, Amex), Apple Pay, Google Pay and Debit Cards.

What currency is your site listed in?

All prices are listed in SGD (Singapore Dollars).

Shipping & Delivery

Do you deliver products in Singapore?

Yes, our products are available for delivery anywhere within Singapore (delivery charges applicable).

Enter your address at the checkout for shipping rates.

Note: we do not deliver to Post Office Boxes – we require a street address for all orders.

How do I know my order has been despatched and will I be able to track it?

When we have despatched your order, you will receive a confirmation email from us and our courier service with your tracking number to keep up to date on your delivery progress.

If you haven’t received a confirmation email or have any questions regarding the delivery of your order, please contact us via email at orders@flowerboxsingapore.com .

Which courier do you use?

Typically, we use SingPost for orders.

This may change from time to time.

Do you ship orders outside Singapore?

No, unfortunately we only deliver to local Singapore addresses.

Returns

What is your returns policy?

We strive to ensure the highest quality in all our products.

Damaged Products:

if your product arrives damaged, we are happy to offer a replacement
please contact us with proof of damage (eg: photos) within 3 days of receiving your order

Change of Mind:

unfortunately, we cannot accept returns for products due to change of mind (including fragrance choices)

Please contact us via email at orders@flowerboxsingapore.com

Product Information and Care

What kind of wax, wicks and fragrance is used in the candles?

All Flower Box Home Fragrance candles are made with 100% coconut and soy wax, the finest Australian-made fragrance and German-engineered cotton wicks.

Every Flower Box Home Fragrance candle is:

mixed and poured by hand
trimmed by hand
polished by hand
labelled and boxed by hand

How long will my candle burn and how long will my candle last if not burnt?

Our 1kg Hallmark Silver Candle will burn for approximately 100 hours and our 290g Standard Silver Candle for approximately 50 hours. Please note that the burn time may vary slightly according to burn conditions and fragrance. The fragrance oil contained in a candle impacts the chemical structure and therefore the total burn time in nearly every variation. Generally, our more citric fragrances will burn slightly faster, and the more earthy fragrances will take slightly longer. To optimise your burn time, please follow our recommended candle care instructions.

Candles will hold best if kept out of light and heat. If you are storing your candle before use or keeping it for a prolonged time in-between uses, please keep the lid on, in its box and place it in a cool cupboard. If kept in the right conditions, candles will hold their fragrance for a very long time. After a point, due to the high percentage of premium perfume, the top notes of some fragrances may begin to change. This will affect the fragrance, however not negatively. This is part of the fragrance journey; the earthier base notes and versatile middle notes grow into themselves over time.

How do I properly care for my candle?

Please follow our care instructions to ensure you receive the fragrance experience expected from your Flower Box Home Candle. Ensuring optimal burn conditions will in turn ensure optimal fragrance dispersion.

Place your Flower Box Home Candle on top of its lid before lighting. The lid whilst protecting the surface of the wax from dust whilst not in use, doubles as a burning plate to help protect your interior surfaces from heat.
For the first burn - Hallmark and Standard Candles must be burned for 4 hours only.
Subsequent burns between 2 - 4 hours.
DO NOT TRIM YOUR WICK TOO SHORT - YOUR CANDLE WILL NOT BURN PROPERLY.
Always trim you wick to no longer than 7mm prior to burning.
Always burn your candle in an area with no wind or draughts, as burning your candle in a windy location causes irregular burning.
As the candle burns lower in your vessel it will become hot to touch, exercise caution.
Always burn your candle on a heatproof surface, even with the lid underneath.

Safety: Keep will away from all curtains, blinds, drapes, paper or any flammable objects. Only burn your candle on a stable, heat-resistant surface. Always keep your candles out of reach of children, at all times. Never leave your candle burning out of sight. Do not touch your candle when it is lit, or the wax is liquid. Leave 3cm of wax at the bottom of your candle to prevent overheating.

My candle isn’t burning properly – what can I do to fix it?

To ensure optimal burning, please follow our candle care instructions. It is important to remember:

1kg Hallmark Silver Candles must burn for 4 hours on their first burn and 2 - 4 hours for all subsequent burns.

290g Standard Silver Candles must burn for 3-4 hours on their first burn and 2 - 4 hours for all subsequent burns.

If your candle is not burnt for the required period of time, tunnelling may occur. If you continuously burn your candle for less than 1.5 hours at a time - the tunnelling will eventually render your candle unable to burn and useless. Please don't do this. Candles are made to be burnt.

Why is there a black residue forming around the rim of my candle vessel?

The residue can easily be wiped off with a tissue or cloth when the candle is not burning and has completely cooled.

The black residue forms when wicks have not been trimmed before burning. This is why wicks should be trimmed before each burn. Please follow our Candle Care instructions and always trim your wicks to no longer than 7mm prior to burning.

Burning your candle in a drafty location will also produce black residue.

How long will my diffuser last?

Mini Diffuser 100ml

The Mini Diffuser will provide your interior with fragrance for up to 3 months. This is dependent on location, drafts, heat and air conditioning. Fragrances will vary. Some fragrance types will last longer than others. Any fragrance with citrus will evaporate more quickly.

Standard Diffuser 210ml

The Standard Diffuser will provide your interior with fragrance for approximately 4-6 months. This is dependent on location, drafts, heat and air conditioning. Fragrances will vary. Some fragrance types will last longer than others. Any fragrance with citrus will evaporate more quickly.

Hallmark Diffuser 700ml

The Hallmark Diffuser will provide your interior with fragrance for approximately 12 months. This is dependent on location, drafts, heat and air conditioning. Fragrances will vary. Some fragrance types will last longer than others. Any fragrance with citrus will evaporate more quickly.

Please note that the diffusion lifetime varies according to the conditions, fragrance and how frequently reeds are flipped or replaced. A drafty location (including near an air conditioner, heater or fan) will increase the rate at which fragrance is dispersed, therefore shortening the lifespan. Flipping or replacing your reeds give a burst of fresh fragrance and will also quicken the diffusion process. Please note that our citric fragrances will tend to evaporate quicker than our earthier fragrances.

Premium Diffuser Liquid will hold best if kept out of direct light and heat. If you are storing your diffuser before use, please keep the bottle with the lid on in its box and in a cool cupboard. If kept in the right conditions, diffusers will hold their fragrance for over 12 months before use. After this time, due to the high percentage of premium perfume, the top notes of some fragrances may begin to change. This will affect the fragrance, however not negatively. This is part of the fragrance journey; the earthier base notes and versatile middle notes grow into themselves over time.

Safety: Always display your Flower Box Home Diffuser on a level and stable surface. If spilt, clean immediately with a paper towel and plenty of water - spilt premium diffuser liquid can damage surfaces and furniture. Always keep diffusers out of reach of children and pets, at all times. Keep well away from flames. Do not touch, swallow or ingest liquid at any time. If spilt on the skin - wash with plenty of soap and water. If swallowed, seek medical attention immediately.

How do I properly care for my diffuser?

Please follow our care instructions to ensure you receive the refined, long-lasting fragrance experience expected from your Flower Box Home Fragrance Diffuser.

Find the perfect location to display your Flower Box Home Diffuser. Remember that light and heat are the enemies of fine fragrance. Always keep your Flower Box Home Diffuser away from hot areas and direct sunlight.
Open your decanter by gently removing the glass stopper and immediately immerse diffuser reeds into your Flower Box Home Diffuser.

Mini Diffuser - immerse 4-6 mini diffuser reeds for fragrance release
Standard Diffuser - immerse 5-8 standard diffuser reeds for fragrance release
Hallmark Diffuser - immerse 6-10 hallmark diffuser reeds for fragrance release

The fragrance is absorbed by the reeds to diffuse beautifully throughout your space. Please splay your reeds evenly to aid even fragrance dispersion. The more reeds immersed directly correlates with the strength of the fragrance experience.
Flip your reeds at any point you desire a burst of fragrance. We recommend you wear gloves to flip reeds.
Replace your diffuser reeds every 4-6 months to prevent clogging. Replacement diffuser reeds are available at your local stockist and our online store.
Due to the high percentage of premium perfume in Flower Box Home Fragrance Diffusers, a slight change in colour may occur over time. This occurs more drastically if exposed to rapid changes in temperature, high airflow or direct sunlight.

Why has my diffuser liquid changed colour?

This is completely normal - the fragrance in the diffuser oxidises to produce colour variations. This should not impact the performance of your diffuser, however.

To slow down or completely prevent a change in colour your diffuser must be kept out of direct sunlight, at all times. Your Premium Diffuser Liquid must also remain at a stable temperature - this means away from any fans, air conditioners or heaters.

We see any slight change in colour as part of your fragrance journey. All things age with time - the best things improve with age.

Are your fragrances manufactured in Australia?

All our fragrances are manufactured in Australia and are phthalate and paraben free.

Are there any parabens or phthalates in your fragrances?

No, all our fragrances are phthalate and paraben free.

Other

Who makes the products?

All Flower Box Home Fragrance products are manufactured in Australia by Flower Box Home Fragrance Pty Ltd. Scentsations Pte Ltd (trading as Flower Box Singapore) is the distributor in Singapore.

Do you have any stockists in Singapore?

Stockists in Singapore can be seen under the "More" menu in our website header page.

FAQ

Join our mailing list