Frequently Asked Questions



Q. Do Soile products contain Parabens or Sodium Laureth/Lauryl Sulphate?
A: None of Soile products contain any of these.  Soile is made of 100% natural ingredients with certified organic ingredients where possible.

Q. Can I get any adverse skin reaction if all the ingredients are natural or organics?
A: Yes, natural or organics does not mean ‘allergy-free’.  Seemingly harmless ingredients can cause a reaction.  If you are prone to allergies, you should pay careful attention to what they use on their skin.  If you try a new product whether they are natural / organics or not and develop a reaction please stop the usage immediately.  If you suddenly develop a reaction and have not started any new products, it is a good idea to start eliminating them one at a time for a short period of time.  If the reaction still persists or is getting worse, it is advisable to see your doctor.

Q. Why should I choose certified organics products?
A: Certified organics products only use the ingredients that have met the strictest standards and regulation.  Certified organics products are free from harmful and toxic elements which can be damaging to your body.  The certification also ensures that none of the prohibited ingredients are included in the formulation.

Q. Can I try your products first?
A: Yes! Most of our products are available for samples.  We do charge the shipping fee to send them out to you.  Simply get in touch at info@soile.com.au.

Q. Can I pay for my order using a voucher / promotional code?
A: Yes. You can pay for the price or discount price using our gift voucher or promotional code. The Shipping and Handling fee attached to each order cannot be covered by a gift voucher or promotional code and must be paid via one of the accepted payment methods.
Please note that some vouchers and promotional codes may attract a minimum spend that excludes the cost of Shipping and Handling.  Online voucher or gift card is non-refundable and cannot be exchanged for cash.  Expired gift cards are not redeemable and the amounts cannot be refunded or credited once expired.Lost or stolen voucher cannot be replaced and should be treated as cash.  The voucher is valid for 3 (three) year from the date of issue.

Q. Can I cancel my order?
A: You can cancel the order for a full refund providing that the order has not been dispatched.  Please notify us as soon as you change your mind and we will try our best to accommodate this.  In the case that you notify us too late and the order has been dispatched, you can return the order with full refund however you need to be responsible for the return postage.

Q. What if I’m entitled to a refund?
A: Once we have approved your refund, we will endeavour to issue you with your refund the next business day. Once your refund has been processed, please allow 2 – 3 business days for the funds to reach your account via original payment method. You will receive a notification of refund receipt via email details you provided.If you return an item paid for by a combination of a credit card / bank transfer / PayPal and a voucher, you will be refunded according to the initial payment value made from each.  For full terms and conditions please see our Shipping & Returns page.

Q. What causes the white marks on my soy candles?
A: Sometimes the white marks may appear on soy candles due to the nature of the soy wax. The tiny, white looking crystals on the tops and sides of jars are called frosting and are very similar to the frosted look on chocolate. This is a natural characteristic of soy wax and should not be treated as a flaw. It does not affect the quality or burn of the candle.

Q. Why is there is wet oil on top of my soy container candle?
A:  Soybean wax has a lower melting point than paraffin wax so it can releases excess (fragrance) oils which it cannot hold (usually due to extreme temperature changes due to shipping – i.e. going from hot trucks to an air-conditioned environment or going from cold trucks in the winter to heated environment). You can leave it or wipe it out with a tissue or paper towel. Sweat from soy candles does not affect the burn quality and generally the sweat drops will not show up again after your first burn.  For optimum performance of soy candles, please store in a cool area out of in-direct and direct sunlight. Also, it can be caused by the scent sweating or separating out of the soy candles. We have found that 100% soy wax does not mix well with high concentrations of pure essential oil. Therefore, scented soy candle jars are more likely to sweat when warmed during shipping. This is just the fragrance oils coming to the surface. Easily blot the top with a tissue or paper towel to prevent spillage.

Q. Why does my soy candle look frosty? Is it drying out?
A: No, your soy candle does not dry out. Frosting is a natural characteristic of soy. It is not a flaw. It is strictly unique to pure soy candles. Often times it is called the “bloom”. Actually, many customers are concerned if there is no frosting on their soy candles. It is a way that a customer can tell if their candle is really made with pure, all-natural soy wax. It’s part of the soy experience!  Frosting does not seem to affect the scent throw or the burning properties of the candle. You can safely burn a candle with a bloom without worry. Frosting is a particular crystal growth of vegetable oils. It will cause the candle to look dry, which is simply a characteristic of that crystal structure, but has nothing to do with the candle “drying out”. To minimize frosting, try to keep your candle out of direct sunlight and florescent lighting. Even changes in the weather can cause additional frosting. It is almost impossible to stop the soy wax from blooming.