frequently asked

question

products
orders
Payments
Shipping
Returns & Refunds
Other questions
sustainability

What is the burning time of a Moiizo candle?

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The burning hours of the candles can be found under the specifications section of each respective product.

Burning hours are only an indication and based on proper use of the candle. Total burn time may vary depending on external factors such as air flow and air temperature.

Is it possible to have my Moiizo candle refilled?

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Moiizo's candles are not refillable yet.

However, you can use Moiizo's design as a vase and, for example, as a sharing bowl for during drinks.

Is the production of Moiizo in Europe?

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The production of the products is in Europe, Italy. The filling of the candle holders is done in the Netherlands. Therefore, part of the production is in Italy and another part in the Netherlands.

I see imperfection on the candle holder?

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Our candle holders are made of pottery. This material is fragile and is handmade. Each product is therefore unique and you may see imperfections on the candle. This is part of the product. You can therefore not rely on dots, colour differences and or imperfections. Colour differences are part of the product.

Are our candles natural?

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The candle holders are made of pottery. This is a natural product. The wax from which the scented candle is made is rapeseed wax. The scent added to the rapeseed Rapeseed wax burns longer, smokes less and burns cleaner.

How to treat my candle?

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If you want to enjoy your candle to the fullest and have the best burning time, learn more about how to treat your candle here.

The wax in the candle appears cracked. Why is this?

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Our supplier explains that rapeseed wax can shrink slightly, which may cause small cracks or surface lines in the wax. This is a natural characteristic of rapeseed wax and not a defect or issue with the product. Once the candle is lit and the surface melts completely, these lines will disappear.

Can I still change my order after it has been placed:

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After you have placed an order, it is no longer possible to change the contents of the order. Contact us via email info@moiizo.com.

I have received a damaged item:

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In the event of a damaged item of incorrect delivery, please contact us at info@moiizo.com. Send a photo of the item and add your order number to the email. We will then contact you within 1-3 days.

My order is not complete, what should I do?

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If you have not received the entire order, please contact us within 14 days. After 14 days, we cannot process an incomplete delivered order.

I have not received an order confirmation, but the money has been debited?

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You may have entered a wrong email address or an incorrect email address, which is why the emails are not arriving. You will always receive an order confirmation and track and trace email. If you did not receive these emails, please contact info@moiizo.com

What are the different payment methods?

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The different payment methods we offer are iDeal, Visa, Mastercard and Amex.

Can I receive an invoice for my order?

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If you need an invoice with your VAT number and company name, send this information to info@moiizo.com and we will ensure that you receive an invoice. We cannot deliver VAT free to Belgium.

The price of an already purchased item changes. Can i receive a refund?

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It is not possible to receive a price difference as a refund.

I forgot to enter my discount code and the order has already been placed.

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Unfortunately, no discounts can be settled afterwards.

When will I receive my order?

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Orders are shipped Monday through Friday. Orders are collected these days at 4:00 PM, processed overnight and, if all goes well, delivered the next day. However, we are dependent on delivery services and cannot guarantee anything 100%.

Can I still change my address after I have placed an order?

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Once you have placed an order, you cannot make any changes. Please send an email to info@moiizo.com and add your order number and right address to this email. We will do our best to adjust the information, but cannot guarantee that it will be processed before the order is shipped. This is because we strive to have the order shipped as soon as possible.

Can I select a date and time for my order to be delivered?

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We do not have the option to choose a time and/ or time. We always shop the order as quickly as possible, so that you receive it quickly.

What are the shipping methods?

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We ship with PostNL.

I have not yet received my order. What can I do?

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If you have not yet received your order, please check the status of your package in the track and trace. If your order is stuck in the sorting process for a few days, please contact our customer service. If you have any other questions, you can always contact us so that we can check the status of your package.

Can I have my order delivered to someone else?

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You can have your order delivered to someone else. Make sure you fill in your own details with the invoice. In the delivery address field, enter the address of the person where it should be delivered.

What happens if the courier cannot deliver the package because I am not at home?

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The delivery service will then probably deliver it to a service point. The courier will leave a note in your mailbox. We have no influence on the locations of the service point.

My order has been delayed, what now?

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If your order is delayed, don't worry. The delivery services are doing their utmost to deliver your order as quickly as possible. Sometimes delays can occur with the delivery service. You can stay updated with your Track and Trace code. If the delay exceeds 5 business days, please contact our customer service so we can initiate an investigation.

After placing your order, we may ship your products in multiple parts to ensure everything arrives in good condition. This can happen with fastlane deliveries, large products such as advent calendars or large candles, or large orders that cannot fit in one box. While we strive to deliver everything at once, some parts of your order may arrive earlier. Please keep an eye on both Track and Trace codes for the most current information.

Do you need to pay for shipping?

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The Netherlands
Orders under €100.00: €5.95 shipping costs
Free shipping on orders over €100.00 (not valid with other promotions)
Delivery 1-2 days

Belgium
Orders under €100.00: €6.95 shipping costs
Free shipping on orders over €100.00 (not valid with other promotions)
Delivery 1-2 days

Luxembourg, Germany
Orders under €150.00: €7.95 shipping costs
Free shipping on orders over €150.00 (not valid with other promotions)
Delivery 2-5 days

Austria, France
€17.50 shipping costs
Delivery 2-5 days

The return fee will be taken out of your refund.

What are the return conditions?

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Please return the product/ products in their original box, unopened and unused. The return fee will be taken out of your refund.

Does your return shipment not meet the above conditions? Then unfortunately we cannot process your return and cannot refund the product.

If the candle is in a good condition but the box is not, a handling fee will be charged. This handling fee will cost you 15 euros.

How do I return my order?

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If you are not satisfied with your order and want to return it, make sure you meet the return conditions. Place the Moiizo box containing the unused product in a shipping box and add your packing slip.

You can return your return at your own expense.

Address:
Moiizo BV
Ambachtweg 19
5731 AE Mierlo
The Netherlands

Do I pay for my return shipping myself?

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Please note that the return costs are for your own.

Returning a package is at your own risk, so make sure you have proof of delivery.

Can I return my order at a store?

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It is not possible to return an online order at a store.

What if I return my order later than 14 days?

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If you do not return your order within 14 days, your order will be credited with a voucher.

Is it possible to exchange my order?

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Unfortunately, we do not offer an exchange option. If you would like to receive a new item, you can place a new order via www.moiizo.com. Return the unwanted item.

Can I return two separate orders together in 1 box?

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Gladly even! Make sure you meet the return conditions. Send the
individual orders in a shipping box and add the packing slips of the
relevant orders in the box.

Can I return a sale item?

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Certainly, you can return these products within the return period of 14 days.

When can I expect my refund for the returned item?

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When we receive the return package in our warehouse, the return will be processed within 1-2 days. We work with a payment system, so it can take 1-2 days through the system before it appears on the page.

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How do I maintain the longest lifespan of my candle?

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To maintain the aesthetics and extend the lifespan of your Moiizo scented candle, it is important to take good care of it once the candle has burned out.

Keep the burning instructions provided with your candle in a safe place. To prevent soot formation, trim the wicks regularly to a maximum height of 0.6 cm and clean the inside of the glass with an alcohol-free product. Re-center the wicks after burning the candle if needed.

You can find the accessories you need to maintain your candle on the Accessories page.

To ensure the best care and burning of your Moiizo scented candle, refer to our Candle Care page and read the safety instructions carefully.

The optimal burning

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For optimal burning, ensure that the top layer of wax becomes fully liquid and the wax burns evenly. Keep the wick short for a longer burn time and to prevent soot release.

A determinate wick is not burning.

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When the wick does not burn, candle wax has come up against the wick. This can happen, because while moving the candle the grease has come against a wick. Furthermore, it can also happen, when you do not cut the wicks after a burning session. The wick is too long, causing it to bend and lie in the grease. We cannot give any guarantee on this.

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How sustainable is Moiizo?

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Moiizo is highly committed to sustainability. We consciously choose to keep our production in Europe, specifically in Italy and the Netherlands, to minimize our carbon footprint and adhere to the EU's environmental standards. By partnering with local artisans who use sustainable methods, we ensure high-quality products while supporting an eco-friendly future. Additionally, we continuously develop ways to give our products a second life, such as repurposing our ceramic holders, promoting reuse, and reducing waste.

How can I recycle or reuse my Moiizo ceramic candles and their packaging?

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Moiizo is committed to improving the recyclability of its products. Here are the recycling instructions for each type of material and product:

  1. Recyclable Materials:
  2. Non-Recyclable Items:
  3. Reusing Ideas:

Consider giving your Moiizo items a second life by using them in new and creative ways.

What type of wax is used in the candles?

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Our candles are filled in the Netherlands with rapeseed wax, a sustainable and eco-friendly choice. Rapeseed wax offers several benefits:

  • Sustainably and locally sourced: Rapeseed is grown in Europe, reducing its carbon footprint with shorter transport distances.
  • Biodegradable and renewable: Rapeseed wax is 100% biodegradable and derived from a renewable source.
  • Long burn time: Rapeseed wax burns slowly, allowing you to enjoy your candle for longer.

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