Frequently Asked Questions
When will my order ship?
Orders are usually processed and shipped within 1-3 business days and shipping from Hokkaido will take 2-4 days to arrive on average. You’ll receive a tracking number once it’s on the way. Most customers in Japan receive their package in 3-7 business days total. (We ship fast so you can start enjoying cozy scents sooner!)
How strong are the scented candles? Is it overwhelming?
Our large sized candles are designed for strong, room-filling throw that lingers beautifully — but never overpowering.
Small size: lighter & more subtle (great for testing or small spaces).
Large size: bolder & more noticeable (ideal for full-room cozy).
Many customers say it’s “just right” — strong enough to enjoy, clean enough for daily use. If you’re sensitive, start with Small and if you prefer strong scents, we recommend the Large size.
What are the burn times and sizes?
Small: ~15–25 hours per candle (5.5 × 6 cm) — perfect for testing, gifting or smaller rooms.
Large: ~30–40 hours per candle (7.5 × 6.5 cm) — longer burn, stronger throw for bigger spaces and those who prefer strong scented candles.
6-set total: Up to 150 hrs (Small) / Up to 240 hrs (Large).
12-set total: Up to 300 hrs (Small) / Up to 480 hrs (Large).
Tip: First burn 1–2 hours to prevent tunneling and maximize throw.
Can I return or exchange if I don’t like the scents?
Returns accepted for unused candles within 30 days of delivery.
If something arrives damaged or incorrect, contact us within 7 days at mami@northcandles.jp
Are your candles natural? What’s the difference between fragrance and essential oil?
All our candles use 100% soy wax and plastic-free packaging. Our fragrance candles use premium fragrance oils for stronger, unique scents. For a 100% plant-based, natural aroma, choose our essential oil candles.
Do you ship anywhere in Japan?
Yes, we ship to all addresses in Japan with tracking.
Standard shipping ¥690 (Sagawa or Japan Post for some areas).
Free shipping on orders over ¥10,000.
International shipping available — email mami@northcandles.jp for details.
Is international shipping available?
Contact us at mami@northcandles.jp or via chat for rates and options. Domestic Japan orders remain our fastest.
How do I care for my candles safely?
Simple tips for best burn & safety:
• Trim wick to 1/4 inch (6mm) before each lighting.
• Burn 1–2 hours first time for even melt pool (prevents tunneling).
• Keep away from drafts, pets, children, and flammables.
• Never leave burning unattended.
• Do not burn more than 4 hours at a time.
Why choose the Bundles over singles?
Singles are great for one scent, but the bundles saves you 25–40% with curated variety and easier discovery.
It’s the no-guesswork way to find your favorites. Many repeat customers started here!
Payment Information
* Accepted Payment Methods: We accept all major credit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and PayPal. For domestic customers, we also accept payment via convenience store and bank transfers (please contact via the chat function or at mami@northcandles.jp) * Receipts: Upon completing your order, a digital receipt will be sent to your registered email. If you require a printed receipt, please contact us and we can include one with your shipment. * Payment Problems: If you encounter any issues with payment, please contact us at mami@northcandles.jp or via the chat function on our website for assistance.