FAQ

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Frequently asked questions

Shipping

Packaging your order


We are trying to lower the amount of plastic consumption by users. That is why we use ZERO plastic in our products, packaging and shipping. We also offer gift packaging




Biodegradable packing peanuts and how to dispose of them


The packing peanuts are dissolvable in water, alternatively, you can also put them in compost.

The packing peanuts are inedible, even though they are made of cornstarch they are manufactured in non-food safe conditions. Please ensure all peanuts are disposed of, especially, if in a household with children or pets.




Shipping costs + Shipping time


We offer: - Standard Shipping (Post of Slovenia) - GLS Shipping offered for European Countries Shipping for Slovenia: Standard Shipping Chart: GLS Europe Shipping Chart: Please note that shipping times are estimated by the delivery services and are only a proximation. Shipping is added based on your products, shipping choices and location during checkout. Unless otherwise specified, you are responsible for estimating and covering any duties, taxes, fees and/or other costs associated with shipment to your country.





Returns

Can I return ithems?


Yes you can, please note that the deadline for all returns is 30 days after the arrival of your delivery. You can return any item purchased from Biti, for whatever reason. The item has to be in the original and unused condition along with all packaging. We also offer store credit or exchange.




How do I return ithems?


When returning, please make sure to use the original box/protective bag/padding paper to wrap the items that is supposed to be returned to us. Do not forget to enclose the return form and assure that the shippment is addressed to:

Biti, Tina Milosic s.p.

Smetanova ulica 33

Maribor, 2000

Slovenia

Please be aware that when you return items you are responsible for the charges, such as duties, taxes and/or customs and the shipping costs, of returning the package.




Refound


Once we receive your returned package, we will notify you via email. Your refund will be made within a maximum timeframe of 10 working days after your return has been processed. Depending on the chosen payment method in your order we will automaticaly refund the amount via Paypal or Credit Card. Note: You will be refunded for the amount originally paid for the item (excluding your original shipping costs).

Please note that we reserve the right to reject any returns that do not comply with the conditions stated above.





Product

Do essential oil candles smell differently than normal fragranced candles





How are the candles made


All of the designing and manufacturing of the products is made by BITI – created and packaged by hand. For this reason, please understand that each piece is unique and may have a slight variation.





Candle Care

First burn


On the first burn always burn for 2-4 hours to ensure an even melt pool.




Each additional burn


Trim wick to 4mm before lighting every time and never burn for more than 4 hours at a time. Extinguish when 5mm of wax remains and do not relight.




My candle is smoking, what to do?


Ensure the wick is upright, above the wax and central before the wax sets.

Trim your wick ;)! Wicks burn the best when the wick is regurarly trimed to 4mm (scissors are recommended).




My candle is tunneling, what to do?


First, make sure there is no draft in the room. Secondly, trim the wick to 4mm to ensure a clean burn. When you light your candle make sure it burns for at least a full hour before blowing it out, this way the wax reaches the full melt pool (wax is melted all the way to the edge).

If none of the upper points work, then try the following method: get some aluminium foil, wrap it over and around lit up candle (like a teepee). Leave the coin size opening at the top and let it sit for a few hours while it burns. ;)




Candle Safety is important too!


Here are some good tips for safe candle burning:

  • Keep away from drafts and flammable materials (Open windows, air conditioners, fans, ect for ventilation)
  • Only burn this candle on a level and heat resistant surface.
  • Never leave a burning candle unattended.
  • Ensure candles are out of reach from children and pets.
  • Keep your candle free from any foreign material (this includes wick trimmings).
  • To extinguish the burning candle, use a container lid, the snuffer or blow it out very gently. If not careful, blowing out a candle can cause liquid wax to splatter and your wick may continue to glow.
  • Never burn for more than 4 hours at a time, this way we prevent the flame from becoming too high and the container from becoming too hot (which may cause cracking of the concrete).
  • Do not fall asleep when the candle is still lit.




My Candle is frosting


Frosting looks like small snowflakes or crystallizing on the surface of the wax. Soy and Coconut wax are natural and therefore especially prone to frosting, same goes for essential oils.

This is 100% for aesthetics and does not affect the candle.




My Candle is Sweating


''Sweating'' is when small beads of oil apear on the surface of the candle. It is quite common for candles with soy or coconut wax to ''sweat''. Excess oil can be released during temperature changes. The ''sweating'' usually only appears when the wax is starting to melt, if it's still present when the candle cools down, dab lightly with a tissue.

The ''sweating'' does not affect the quality, burn or scent-throw of the candle.





Partnership + Wholesale

Does Biti do costum label candles?


Custom orders are always welcome! We like challenges :D Feel free to contact us to discuss you wishes further.




Do you offer larger ordes for e.g. Corporate gifts, Weddings,…?


We are excited to hear you are interested in our product. We offer special terms for larger orders suchs as wedding gifts,… Please contact us and we would be happy to discuss further details.




Wholesale Availability


We are excited to hear that you are interested in our products. We do offer wholesale offers for physical retail stores. For wholesale or partnership inquieries please contact us for prices and further information. We will respond within 1-3 business days.




Can I sell the products on my own site?


Your purchase of our products is only for personal use. By purchasing Biti products you agree not to sell or distribute the products for any commercial purposes. We may cancel or reject your order if we have a reason to believe the order is not for your personal use.




Can I become an ambasador?


We are excited to hear you are interested in becoming a Biti Collaborator/Ambassador, please send us a message and let's talk;)





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