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FAQ - Frequently Asked Questions

Nostara Home Fragrance motif banner with logo

SHOPPING WITH NOSTARA

Can you help me?

Yes, we are very happy to answer any questions. Send an email to customerservice@nostara.com

What are my payment options?

Payments made on our website are safe and reliable with all major card types accepted. We utilise SSL Encryption and are certified Level 1 Payment Card Industry Data Security Standard (PCI DSS) compliant. Look for the green padlock in your browser address bar.

How do I use my promotional code?

To redeem a promotional code, simply enter a valid Nostara code on the basket page. Please note only one promotional code can be used per order.

Where can I find promotional codes?

Sign up  to become a 'Friend of Nostara' and you will automatically receive our latest news and offers. 

 

NOSTARA PRODUCTS

How long do your scented candles last?

If you follow our candle care advice (see the leaflet inside the box) our 200g candles have an approximate 40 hour burn time.

What type of wax do you use?

Nostara candles are made from 100% pure soy wax - an eco-friendly, renewable source which produces a clean, even, long lasting burn and exceptional scent throw. This sustainable source is the only choice for conscious consumption - for your health and for the environment.

Why are there slight variations in my candle wax?

Created in Devon, all our candles are hand poured, meaning that each one is unique - slight variations in the appearance of the wax add to the appeal of our hand finished candles. 

Why is the first burn so important?

It is vital that you burn your candle for at least 2 hours on the first burn as wax has a memory, and the size of the wax pool on the initial burn is largely the size of the wax pool from that point on. If the wax pool does not reach the edge of the glass, then 'tunneling' can occur - this is where the wax around the outside edge of the jar will never burn, leaving a 'tunnel' effect.

What type of wicks do you use?

Our wicks are made from lead free cotton.

Why is there black residue on the inside of my candle?

Occasionally, black residue may appear on the glass of your candle if the wick is not trimmed. Ensure the wick is always upright and trimmed to 5mm before use and each time you re-light your candle. The black residue can be removed with a damp cloth.

How long do the reed diffusers last?

Your reed diffuser will last approximately 12-16 weeks. Initially, the liquid in the bottle will go down quicker, as the dry reeds absorb the liquid. The rate of consumption will then slow down. By turning the reeds regularly, for increased scent throw, the consumption will speed up. Environmental factors such as direct sunlight, heat and dry conditions will also affect how long the diffuser will last.

What base do you use for your reed diffuser?

We use Augeo, which is an innovative and eco-friendly new diffuser base, derived from soya renewable resources. It is non-toxic, low in carbon footprint and low in odour, giving it a superior performance for exceptional scent throw. This sustainable source is the only choice for conscious consumption - for your health and for the environment.

Why does diffuser liquid discolour?

Occasionally, discolouration of your diffuser liquid may occur. This is due to the composition of the fragrance, however, this is nothing to worry about. Direct sunlight can also contribute to discolouration of diffuser liquid, so be sure to place your diffuser away from direct sunlight.

How do I stay up to date with Nostara’s latest products and information?

If you would like to stay up to date, we would love you to sign up to 'Become  a friend' of Nostara by visiting our homepage. You will be the first to hear about Nostara’s latest news, product releases, online offers and exclusive discounts.

 

RETURNS

We really hope that you are delighted with your Nostara purchase but in the unlikely event that you are considering a return, please  contact us. For more information about our returns policy please refer to the Terms & Conditions section below.

What can be returned to Nostara for replacement?

Any product purchased from Nostara.com as long as it is in an un-opened and re-sellable condition or is either faulty or damaged.

How do I arrange a return or exchange?

To arrange a return please  contact us.

I've returned my order, how long does it take for a refund?

Refunds are arranged within 14 days of us receiving returned goods.