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FAQ

GENERAL

What Ingredients are used in the Body Care Range?

Our body care collection use the highest quality botanical bases of Macadamia, Coconut and Almond oils with antioxidant rich in Vitamin E to protect the skin and promote softness, moisture and elasticity in a non-greasy formula.

Our Collections are designed to be safe on all skin types and are free from Parabens, Sulphates, Propylene Glycol, Silicone and artificial colours. However, if you have sensitive skin we recommend patch testing before use.

I have a Gluten Intolerance, wheat, nut or soy allergy. Can I use Maine Beach products?

It is unlikely for a person with gluten intolerance to have a reaction to a skincare product since gluten can only be absorbed through the gastrointestinal tract. However, some people do have wheat allergies that may cause them to have skin sensitivities and this also applies to people who have nut and soy allergies.

Most of Maine Beach Body-care products contain Almond, Macadamia and other Nut oils. The extraction method for these ingredients removes allergy-causing proteins, but we cannot guarantee that all of the residues are removed. Therefore, if you have gluten intolerance, wheat allergies, Nut or Soy allergies we recommend that you patch test first or consult with your medical practitioner before using any of our products and refer to the ingredients list.

Are Maine Beach products tested on animals?

Maine Beach does not test any of our products on animals. We also ensure that all of our components are responsibly sourced.

How do I become a stockist of Maine Beach?

Please send an email to info@cocco.com.au and we'll be in touch.

CANDLES

What Type of Wicks and Wax do you Use?

Our candles are made from natural, soy wax and lead-free cotton wicks for a longer, cleaner and environmentally friendly burn. Our wax is very safe to burn – even in the presence of babies and individuals

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

Black residue may appear on the inside glass of your candle if the wicks are too long and have not been trimmed between burning. Always ensure the wick is upright and trimmed to 7mm before each burn, only then will the candle stop emitting carbon being the black residue. The black residue can easily be removed with a damp towel or cloth.

Why did my candle crack?

In some cases, this can happen if there wasn't enough wax left to absorb the heat of the flame, which can cause the glass to crack after an extended period. To prevent this, we recommend you stop burning when there is 13mm of unmelted wax remaining in the candle. In other cases, this may happen when the wicks travel and come in contact with the glass. This can happen if the candle has been burning longer than the recommended burning time, as the wax pool increases and the wicks become less stable and move towards the glass. We recommend you read the Candle and Diffuser guidelines before burning.

Why do I need to burn my 380g candle for more than 1 hour and less than 4 hours

If you burn your candle for less than one hour the wax may not melt all the way to the outside of the candle. Once this happens the candle can form a pattern of tunnelling which leaves unmelted wax around the edges and may reduce the overall fragrance throw and eventually may drown the wicks so the candle will not stay alight. If you burn for longer than four hours, the candle wick can become quite long and may fall onto the side of the glass or heat the glass up.

Why do you say to stop burning with 13mm of wax left?

We ask that you stop burning your candle at the 13mm wax mark as there may not be enough wax left in the candle to absorb the heat of the flame, which can lead to the glass becoming very hot.

Why isn't my candle burning properly?

If your candle is not burning properly, the most common causes are trimming wicks too short less than 7mm, wicks moving off centre and short burn cycles (under an hour). Please read our Diffuser and Candle Guide.

DIFFUSERS

How do I open my diffuser?

Our diffusers are carefully packaged to ensure the oil from the diffuser does not spill. Ensure you follow the instructions on the back of the diffuser box and as follows.

Remove silver cap and insert reeds into the glass decanter. Allow the reeds to absorb the fragrance for about five minutes, then rotate the reeds upside down to release their delightful aroma. Rotate the reeds at least twice a week for best result.

Can I buy candle or diffuser refills?

As our candle and diffusers are delicately hand poured into our custom designed glass we do not sell refills. After six to eight months your reeds will need to be replaced and we recommend that you purchase a new diffuser. Remove any remaining diffuser liquid and wax and rinse with hot water so that you can now use your Maine Beach glass jar for a multitude of purposes for your home.

Why does Diffuser liquid discolour?

You may see some discolouration in your diffuser liquid over time or after is has been opened. This particularly applies to the Vanilla fragrances, due to the composition of the fragrance, however this does not mean your product is faulty. Please note, this is completely normal as the fragrance in the diffuser reacts with the oxygen in the air to produce a slight colour variation. Direct sunlight can also contribute to discolouration of diffuser liquid, so be sure please ensure your room diffuser is kept out of direct sunlight, heat and drafts.

How long will a Maine Beach Diffuser last?

Our diffusers will last, once opened, up to three months. Environmental factors, such as direct sunlight and breezes, and also the frequency you flip your reeds, may impact the life of your Fragrance Diffuser. For best performance please read our information on Candles & Diffusers.

Why aren't Candles and Diffusers available in the same fragrances?

Each fragrance is designed to suit a particular product. Not all fragrances perform to their optimal level in all products.

Why has my Diffuser evaporated so fast?

In the first week of using your diffuser it is normal for the liquid to drop as your reeds absorb the liquid and the top layer of alcohol evaporates. Other factors can also impact the evaporation rate, including how often you flip the reeds, if the diffuser is in any direct sunlight, or near an open window, fan or air conditioning. For best performance please read our Candle and Diffuser Guide.

Why has the Fragrance Diffuser liquid changed colour?

The fragrance diffuser solution will oxidise after it has been opened. The perfume in the diffuser interacts with oxygen which can affect its colour. This shouldn't cause any problems with the performance.

SHIPPING & ORDERS

What currency are your products in?

All products listed are in Australian Dollars.

What payment methods do you accept?

We accept Visa and Mastercard

How do I know my order has been received by Maine Beach?

When your order has been placed, you will receive an ‘order confirmation’ email in your inbox. We also receive a copy of this. Be sure to check your junk box too, in case the email has bounced. If you do not receive a confirmation email within 2 hours of placing your order please contact info@cocco.com.au.

How do I know when my order is despatched?

When your order has been despatched you will receive a confirmation email with a tracking number so you can check your delivery status at any time. If you haven’t received this, please check your junk mail. If you need to get in contact please email info@cocco.com.au

I have not received my order, what can I do?

If you feel that the delivery time has been longer than it should, please check on the status of your order with the tracking number you received. You can then contact the courier company with the tracking details. If you are unable to see the tracking details please contact us at info@cocco.com.au and we will be able to help.

My order was received damaged, faulty or missing an item, what can I do?

Items are carefully inspected and packaged before being shipped so that it arrives in perfect condition. Damage occurring en route is highly unlikely however in the unfortunate event you receive your order damaged, faulty or incorrectly shipped, please contact us via email info@cocco.com.au within 2 days of receiving goods. Please send a photo and order number along with your email. All returns must be authorised by info@cocco.com.au. You will need to send your faulty order back to us via post of courier. Once we have received the order we will send out a replacement right away if it is deemed faulty. Refunds will be processed according to your original method of payment.

Can I return my order if I am not happy with it?

Unfortunately, we do not offer returns or refunds on change of mind.

Can I return a product I purchased online to one of your retail stores or stockists

Unfortunately, we cannot facilitate returns in any of our retail stores or stockists. All online orders must be dealt with our Head Office.

Do you offer discounts for bulk purchases?

Unfortunately, we are unable to offer discounts on bulk purchases from our online store. If you are a wholesaler and are interested in stocking Maine Beach, please contact us on info@cocco.com.au

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