FAQs

You can buy Exagon products here, in the online shop, or at our company locations in Zurich (CH) and Gottmadingen (DE). In addition, a number of retailers in Switzerland and abroad sell products from our range. Phone us or send us an e-mail and we will gladly give you the contact data for your country.

It can basically be said that, with thicker wicks or candles (as of approx. 5 cm) there is a normal tendency to produce soot, and hence regular candle care is essential. Candle care involves trimming a wick producing soot or an excessively long wick to approx. 1 cm and removing any particles of dirt from the wax pool.

If candles are producing a great deal of soot, the following causes may also apply:

Too thick a wick has been selected, there are particles of dirt in the wax pool in the candle, or there is a draught!

If too thick a wick has been selected, this will not receive sufficient fuel (liquid wax), which is why the wax pool is "sucked dry" and the wick burns in a dry state. If the flow of wax is similarly obstructed by particles of dirt, the wick will also burn in a dry state and soot will form.

• Depending on which of the three causes, applies, select a thinner wick next time, remove the particles of dirt, or avoid draughts. 

A candle with a wick that is too thin will generate more liquid wax in the wax pool than it can suck up and burn. The liquid wax thus overflows and the candle starts to drip.

With particularly asymmetric candle shapes, the wax pool can break through the candle wall and this similarly leads to the liquid wax running out, causing the candle to drip.

In both cases, it is only possible to prevent the wax from running out and the candle from dripping by pouring some of the liquid wax out of the wax pool.

• Depending on which of the two possible causes applies, select a thicker wick next time, or opt for a more symmetrical candle shape.

If the wick is threatening to drown in wax or even goes out, this is generally due to impurities in the candle material or to too high a concentration of pigment. The wick does not have a sufficient suction effect and the wax pool overflows or starts to drip.

Remedy: Drain off the wax in the wax pool and remove any particles of dirt. If you used a lot of pigment to colour the candle, use less in future!

Either because the candle is only ever lit for a short time and is thus unable to melt the wax all the way up to the edge, or because the wick is too thin.

Tip: Depending on which of the two possibilities is correct, either light the candle until such time as the wax pool has melted up to the edge of the candle, or select a thicker wick next time. 

Even the correct wick will not burn steadily if the candle is in a draught.

Remedy: Avoid draughts!

If the wick has come to a standstill in the centre of the flame, produces a great deal of soot, or forms lumps or a blob of soot, this is a sign that an incorrect or poor-quality wick has been used, or that particles of pigment or dirt are preventing it from burning.

Remedy: Trim back the wick and remove the particles of soot or use less pigment!

A residue of ash at the wick tip is a sign of impurities in the wax (dirt or pigments).

Remedy: If a lot of pigment has been used to colour the candle, use less in future!

As a living light and, at the same time, an "open fire", candles require the corresponding care

Thick candles should be left to burn until the wax pool reaches the edge of the candle, if possible. If thick candles are only lit for a short period of time, the candle will burn down inwards.

If a candle is burning unevenly, bend the wick carefully to the side with an incombustible object and make sure that the candle is not standing in a draught.

In the event of a draught, candles will start to produce soot and drip and/or burn unevenly.

If a flame threatens to drown in wax, extinguish the candle and carefully pour off liquid wax.

Wick trimmings and debris in the wax pool impair the burning quality.

If the wick is dipped into the liquid wax when it is being extinguished, and then immediately moved into the upright position again, it will not continue to glow and can be more easily lit again.

If candles have been decorated with paper or serviettes, any protruding paper must always be cut off. Extinguish the candle in order to do this!

If candles do not fit in the candlestick or candle holder: hold the end of the candle in hot water and, as soon as it has softened, press it into the holder. Thinner candles can be trimmed down with a candle sharpener.

Candles that have collected dust should be swirled in cold, soapy water, rinsed and dried. Make sure that the wick does not get wet.

Straight candles that have been bent should be placed in hot water until they are soft and either bent or rolled until they are straight again.

Let splashes of wax dry, then lift them off carefully and rub off any residue with cleaning solvent (check at a non-visible point beforehand that the cleaning solvent does not attack the material!). Alternatively: place blotting paper on the wax residues and run the iron over it. Pre-treated textiles can undergo final cleaning in the washing machine at a minimum temperature of 60°C.

Stored candles do not really burn longer. The crystallisation process in the wax is completed no later than 72 hours after the candle has been made.
 

Important information on burning candles

Only light candles on an incombustible candlestick or candle holder.

Never let candles burn unsupervised.

Candles must not be burned within reach of children and pets.

Keep a distance of 15 cm between burning candles.

Never burn a candle near anything that can easily catch fire.

Avoid draughts.

Do not stand candles directly next to sources of heat.

Make sure that candles are always standing upright.

Before lighting a candle, trim the wick to a length of approx. 1 cm.

Do not blow out the flame but extinguish it with a snuffer.

Keep molten wax in the wax pool free from matches and other debris to prevent them from catching fire.

Do not move burning candles.

Never extinguish candles with a liquid.

If a candle overflows, extinguish the flame, let it cool down and practice regular candle care.

Keep a free space of at least 1 m above the candle.

If the candle has burned inwards, trim off the edge while the candle is still warm (regular candle care).

If a candle is producing soot, extinguish it and check for draughts or whether candle care is required. Only light the candle again after it has cooled down.
 

We wish you much enjoyment when burning your candles!