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FAQ

That’s easy: each time you light the candle, burn it until the entire surface is liquid, and extinguish the candle one hour later. This prevents the formation of ‘craters,’ which will stop your candle burning as attractively and peacefully as it should. This is also how you prevent the wax evaporating too quickly.

Do note that the first time you burn your ‘My Favourite’ candle, it will take a little more time to get the wax surface completely liquid than will be required when you light it subsequently. Of course, all of this depends on the size of the candle. The ‘My Favourite 11’ candle will take three to four hours to obtain a liquid surface, the ‘My Favourite 20’ candle takes between five and six hours, and the ‘My Favourite 26’ candle requires between 6 and 8 hours to reach such a state.

Never leave your ‘My Favourite’ candle burning unattended and do not expose the candle to heat sources or draughts. Draughts will cause the flames to flicker and can cause soot formation.

NOTE! Never completely burn your ‘My Favourite’ candle. Instead, extinguish the candle when the wax level is at least one (1) centimetre. A flame against the glass can result in overheating, which can cause the glass to break!

Make sure that the wicks are no longer than ± 6 mm, and check this before you light your ‘My Favourite’ candle. This reduces the risk of soot formation. You do this easily and effectively by pinching the wick between your thumb and index finger and turning it a quarter turn. The burned wick will automatically separate at the proper height.

Clean the inside of the glass using only water. Note: Never use alcohol to do this! Use a moist lukewarm/hot microfibre cloth. This works perfectly, after which you can enjoy the beautiful glassware and the enchanting flickering flames to the fullest.

Depending on the size and proper use of the candle, it will generally last for the following times:
‘My Favourite 11’ candle: ± 95 burning hours
‘My Favourite 20’:  ± 275 burning hours
‘My Favourite 26’:  ± 430 burning hours

Note that these times are indicative; to achieve maximum burning hours, the candle must be used properly. Never burn the candle longer than one (1) hour after the surface is completely liquid.

 

The flames may reduce for 1 to 2 hours. In that case, there are two options: burn the candle through this phase, or extinguish the candle and relight it after ± 30 minutes.

If your ‘My Favourite’ candle is quite burned up and there are only several centimetres left, the culprit is a weak supply of oxygen. Extinguish your candle and relight it after ± 30 minutes. The flames will regain their intensity.

Check whether the wicks are too long. If necessary, shorten them to the recommended length of ± 6 mm.

The candle is burning too long. If the candle is burning longer than one (1) hour after the surface area of the wax has become completely liquid, the evaporation of wax via the wick can become too intense. This causes unstable burning; the flickering flames will become very wild and there will be soot formation.

The candle is in a draught. This can cause soot formation. Extinguish the candle and let the liquid wax congeal. Then move the candle to a location where there is less draught, and light the candle again.

Clean the inside of the glass.
How? See question 2. By cleaning the glass, you will prevent soot from the walls of the glass being deposited on the wax, which in turn allows the wicks in the soot-filled wax to produce a black cloud of smoke.

Make sure the size of your candle fits in with the space you have in mind. For instance, burning a ‘My Favourite 26’ candle in a space of ± 25 m2 is not ideal. A ‘My Favourite 11’ candle is much better suited for this situation.

Our advice is to select the ‘My Favourite 11’ candle for a space of ± 25 m2. If your space is ± 40 m2, then select the ‘My Favourite 20’ candle. The ‘My Favourite 26’ candle is ideal in spaces measuring ± 60 m2 and bigger. Of course, ceiling height also plays a role in the size of candle you should choose. This advice assumes an average ceiling height of 2.8 metres.

  1. Can I reuse the bamboo sticks?
    We advise you to replace the bamboo sticks every six months to ensure your diffusers continue to deliver fragrance like they did on day one.
    TIP! Allow the used sticks to dry completely and then use them in your wardrobe, linen cabinet, or even your laundry basket.
  1. What is the best way for me to store the refills?
    Light and heat have a negative effect on the quality of the delicate perfumes. We advise you to store the refills in their package and preferably in a cool and dark place.
  1. What should I do if I spill some liquid?
    Dry the affected surface as quickly as possible, especially to prevent permanent stains.
    However, it is no problem if the liquid spills accidentally on your hands or skin, provided you are not allergic; just wash your skin with water. Should the liquid accidentally come into contact with your eyes, immediately rinse your eye(s) thoroughly and carefully with water. Then contact your GP.
  1. What is best to avoid?
    For an optimum result, we advise you not to place the diffusers next to a heat source or to expose them to direct sunlight. Both have a very negative effect on the quality of the house perfumes.

Remember that the bamboo sticks are highly flammable during and after use. It is important to keep the sticks away from an open flame, and do not light them using matches, lighters, or a similar device.

To prevent fire, do not place diffusers in the vicinity of an open flame and keep them out of the reach of children.

  1. How intense is a Mood Booster home fragrance?
    Our ‘Mood Booster’ spray is a perfume that is more concentrated than the liquid used in the Diffusers. As it is a concentrate, you only need to spray it once to enjoy a wonderful fragrance experience.
  1. I notice that one spray is more expensive than another. Why is that?
    This is true, and it is solely because of the composition of the fragrance compound and the quantity of the individual fragrance components used. Be aware that some fragrance components are more expensive than others. This is usually because they are more scarce or are difficult to process. These factors account for the price difference among the various fragrance ranges.
  1. How do I order products online?
    Select the products you want by simply adding them to your ‘shopping cart’. When you have added everything you need, click on ‘Total in shopping cart’. This will take you to the overview of items in your cart. Here you can still make adjustments to the products and number of items you wish to order. Then you can click on ‘Pay’ to pay for the products that you have selected.

If this is your first online order with us, you will be asked to first create an account by entering a few details. Once you have registered you can quickly and easily log in using your e-mail address and password.

To complete your order, fill in your billing address, delivery address, and payment details. Once your order has been confirmed, you’ll immediately receive a confirmation e-mail to confirm your order.

  1. What payment methods do you accept for online orders?
    We accept almost every digital payment method. However, if your payment method is not shown, please let us know via our ‘Contact us’ page and we will contact you as soon as possible.
  1. How can I track the status of my order?
    After confirming your order, you will receive a ‘Track & Trace’ code, so that you can see when your package has been handed over to our carrier and when it will be delivered to you. If you have any questions or comments about your online order, please contact us at: webshop@erkens-themoodmakers.com stating your order number.
  1. Are transactions through your website secure?
    Erkens the mood makers does everything in its power to guarantee the safety of privacy-sensitive data and uses a secure payment platform.

Delivery

  1. What are your shipping costs, return costs, and delivery times?
    The shipping costs and delivery times depend on the country to which the order is shipped. Possible additional shipping costs are shown before payment.

The Netherlands: order before 3:00 PM on working days for next-day delivery. Shipping: free within the Netherlands. Returns: 7.50 euros

Belgium: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Tuesday to Saturday between 9:00 AM and 9:30 PM. Shipping: 7.50 euros, delivery time 1-2 working days. Returns: 13.00 euros 

Luxembourg: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Tuesday to Saturday between 9:00 AM and 9:30 PM. Shipping: 7.50 euros, delivery time 1-2 working days. Returns: 13.00 euros

Germany: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Monday to Friday between 7:00 AM and 6:00 PM. Shipping: 9.50 euros, delivery time 2 working days. Returns: 13.00 euros

France: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Monday to Friday between 8:00 AM and 8:00 PM. Shipping: 14.50 euros, delivery time 3 working days. Returns: 14.00 euros

United Kingdom: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Monday to Saturday between 8:00 AM and 8:00 PM. Shipping: 12.50 euros, delivery time 2 working days. Returns: 16.50 euros

Italy: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Monday to Friday. Shipping: 15.00 euros, delivery time 3–5 working days. Returns: 25.00 euros

Spain: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Monday to Friday between 8:00 AM and 2:00 PM and from 4:00 PM to 8:00 PM. Shipping: 16.50 euros, delivery time 3–5 working days. Returns: 24.50 euros

For information regarding delivery and returns for all other countries, please contact us. We’re happy to help!

  1. How long does it take to process orders?
    All orders placed before 3:00 PM on working days (Monday to Friday, excluding public holidays) will be processed on the same day.
  1. Until when can I order gifts for delivery in time for Christmas?
    Belgium, Luxembourg, the Netherlands: order before 3:00 PM on 18 December 2019 at the latest to receive your order before Christmas. Bulgaria, Denmark, Germany, Estonia, Finland, France (excluding French overseas territories), Hungary, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Monaco, Norway, Austria, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Czech Republic, United Kingdom, Sweden: order before 3:00 PM on 13 December 2019 to receive your order before Christmas.
  1. What are your shipping costs, return costs, and delivery times?
    The shipping costs and delivery times depend on the country to which the order is shipped. Possible additional shipping costs are shown before payment.
    The Netherlands: order before 3:00 PM on working days for next-day delivery.
    Shipping: free within the Netherlands. Returns: 7.50 euros

Belgium: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Tuesday to Saturday between 9:00 AM and 9:30 PM.
Shipping: 7.50 euros, delivery time 1-2 working days. Returns: 7.50 euros 

Luxembourg: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Tuesday to Saturday between 9:00 AM and 9:30 PM.
Shipping: 7.50 euros, delivery time 1-2 working days. Returns: 7.50 euros

Germany: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Monday to Friday between 7:00 AM and 6:00 PM.
Shipping: 7,50 euros, delivery time 2 working days. Returns: 7.50 euros

France: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Monday to Friday between 8:00 AM and 8:00 PM.
Shipping: 17.50 euros, delivery time 3 working days. Returns: 17.50 euros

United Kingdom: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Monday to Saturday between 8:00 AM and 8:00 PM.
Shipping: 17.50 euros, delivery time 2 working days. Returns: 17.50 euros

Italy: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Monday to Friday.
Shipping: 17.50 euros, delivery time 3–5 working days. Returns: 17.50 euros

Spain: order before 3:00 PM on working days for shipment on the same day. Orders are delivered from Monday to Friday between 8:00 AM and 2:00 PM and from 4:00 PM to 8:00 PM.
Shipping: 17.50 euros, delivery time 3–5 working days. Returns: 17.50 euros

For information regarding delivery and returns for all other countries, please contact us. We’re happy to help!

  1. How long does it take to process orders?
    All orders placed before 3:00 PM on working days (Monday to Friday, excluding public holidays) will be processed on the same day.
  1. Until when can I order gifts for delivery in time for Christmas?
    Belgium, Luxembourg, the Netherlands: order before 3:00 PM on 18 December 2019 at the latest to receive your order before Christmas.
    Bulgaria, Denmark, Germany, Estonia, Finland, France (excluding French overseas territories), Hungary, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Monaco, Norway, Austria, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Czech Republic, United Kingdom, Sweden: order before 3:00 PM on 13 December 2019 to receive your order before Christmas.
  1. Is it possible to return online purchases from an authorized Erkens the mood makers dealer?
    Online purchases cannot be exchanged or returned to an authorized Erkens the mood makers dealer. See point 2 for more information about our returns policy.
  1. Is it possible to return my online order and, if so, what is the procedure?
    Of course it is possible to return your online order; we are only satisfied when you are completely satisfied! If your order does not meet your wishes or expectations, you can return it by following the procedure described below. After receiving your order, you have fourteen days to return all or part of your order.

Please note: products must be returned unused and in their original packaging. You must bear the shipping costs of the return shipment. As soon as we have received your return and everything is in order, we will immediately refund the purchase price to your account.

How to return your purchase:
Log in to your account and go to ‘Order history’.
Select the product(s) you wish to return and state the reason for the return in the ‘Comment’ box. Click on ‘Create a return slip’ to confirm your request.
As soon as we have approved your request, you will receive a return slip by e-mail.
Print out the return slip and stick it firmly and visibly on the original shipping packaging.
Please return your product in the gift and shipping packaging provided, i.e. in the same condition as you received it from us. 

  1. Are transactions made via the website of Erkens the mood makers safe?
    We use strong encryption techniques to ensure that all transaction information is protected to the highest standards. Transaction-related information includes credit card information, personal information, as well as names and addresses provided when the delivery address is not yours, plus your purchase history.
    Every time you sign in via your Erkens the mood makers account to place a new order, we ask you to re-enter your payment details to ensure the highest level of security.
  1. What is your policy regarding the dissemination of personal data?
    To make a purchase on the Erkens the mood makers online store, you need to be registered and share your personal information, such as your e-mail address, with us. We only use this information to confirm your order and to contact you in case there is a problem with your order.
    We guarantee that we will not send you any unsolicited information, unless you have indicated during your registration that you wish to be kept informed of our messages.
    In addition, all received data will be stored with the highest level of security and will never be shared with third parties, except for those who are jointly responsible for the correct processing of your order.