FAQ

SOY CANDLES

1. What exactly are the candles made of, and what fragrance oils do you use?

Our candles are made from soy wax — a natural, plant-based material that burns cleaner and more slowly than paraffin. For each candle, we select fragrance blends with IFRA certification, free from harmful substances. These are what give the candles their unique character without overpowering the senses. In our collection, you will find both scented candles and an unscented version — ideal for those sensitive to fragrances or those who simply love the aesthetic of a candle.

2. Are soy candles safe?

Yes. Soy wax is natural, biodegradable, and does not release toxic substances when burned, unlike paraffin. To ensure the candle burns safely, follow a few simple rules: never leave a burning candle unattended, keep it away from children, pets, and flammable materials, place it on a heat-resistant surface, keep it away from drafts, do not extinguish it with water, and ventilate the room after burning. Always follow the instructions on the packaging.

3. How to properly burn a candle to avoid tunneling and soot?

The first time you light the candle, let it burn until the wax has melted evenly across the entire surface (usually 1–2 hours) — this prevents so-called tunneling. Trim the wick to about 0.5 cm before each lighting — a wick that is too long causes soot and uneven burning. Also avoid drafts.

4. How many hours does the candle burn (120/230/250/300 ml)?

Estimated burn time: 120 ml — approx. 20-25h, 230 ml — approx. 35-40h, 250 ml — approx. 40-45h, 300 ml — approx. 50-55h. Actual time may vary slightly depending on burning conditions.

5. Why do white spots (frosting) appear on the surface of the candle — is it a defect?

No, this is not a defect. Frosting is a natural characteristic of soy wax—it occurs when the wax crystallizes as it cools. It does not affect the burn quality or the intensity of the fragrance—it is proof that the candle is made from pure, natural soy wax.

6. How long can I burn the candle at one time and how can I extinguish it safely?

We recommend burning the candle for no more than 3–4 hours at a time. It is best to use a candle snuffer to extinguish it—this prevents smoke damage, and the flame goes out instantly and safely.

7. Can I order a personalized candle (scent, label, color)?

Yes! We offer customization — choose a scent from our list, and for some candles, the wax color as well. Candles with your own label (e.g., as a gift or for a corporate event) are available as part of our B2B offer.

8. What should I do with the container after burning the candle?

Glass candles — wash the jar with warm water and dish soap (after melting any leftover wax) and reuse it, for example, for cosmetics. Gypsum candles — do not wash under running water; melt any leftover wax with a hairdryer and wipe it off with a napkin, then reuse the finished decoration, for example, as a tealight holder.

9. Which candle has the strongest scent / how to choose a fragrance based on the size of the room?

The intensity mainly depends on the size of the candle. For small rooms, we recommend 120 ml; for larger ones, 250–300 ml. Scents with base notes (woody, spicy, vanilla) linger in the air longer than citrus or green scents.

10. Can I order a larger quantity of candles for an event or corporate gift?

Yes, we fulfill wholesale and corporate orders — for weddings, events, conferences, or gifts for employees and clients, including personalized labels. Find details in the B2B tab or write to us at syllaproject13@gmail.com.

JEWELRY

1. What materials and stones is the jewelry made of—is it hypoallergenic and waterproof?

Our jewelry is made of surgical steel and gold-plated/silver-plated elements, combined with natural stones, pearls, and mother-of-pearl. Surgical steel is hypoallergenic and does not tarnish. Most of the jewelry can be worn in the shower, but we recommend removing it before going to the pool, sauna, or coming into contact with perfume.

2. How do I choose the ring/bracelet size, and are they adjustable?

Many of our rings and bracelets are adjustable. For one-size products, we provide a detailed size chart in the description — measure your finger/wrist circumference with a piece of string and compare it with the chart.

3. How should natural stone jewelry be cared for to preserve its appearance for as long as possible?

Store jewelry in a dry place, with each piece kept separately. Take it off before showering, bathing, exercising, and sleeping. Avoid contact with perfumes, creams, and chemicals—apply cosmetics before putting on your jewelry, not after.

4. Can the color/pattern of the natural stone differ from the photo?

Yes, and that’s what makes it special! Every natural stone has its own unique pattern, veining, and hue—which means your jewelry will be truly one of a kind.

5. Do you offer personalization (engraving, Morse code, choice of stone for a zodiac sign)?

Yes! We offer bracelets with a personalized Morse code and the Zodiac collection, where you can choose jewelry tailored to your zodiac sign and its characteristic stone.

6. Can I order a different size than what is available in the store, and how long does it take?

If possible, yes — message us with the exact size. Custom orders usually take an additional 3–7 business days to process, on top of the standard shipping time.

7. Do you offer jewelry sets?

Yes, many of our designs are available as sets (e.g., ring + bracelet) — this is a convenient option for a gift and is usually more affordable.

8. How should jewelry be stored to prevent it from tangling and getting scratched?

It is best to keep each piece separate—in a pouch, a jewelry box compartment, or on a jewelry stand. Delicate chains should be fastened before putting them away.

9. Are pearls natural, and what is the difference between them and mother-of-pearl?

In our jewelry, we use both natural pearls and mother-of-pearl (nacre) — a natural material from the inner layer of the shell. Both materials are completely natural, differing only in structure and origin.

10. Can I return personalized jewelry?

Personalized products (e.g., with a custom Morse code or other form of personalization) are not eligible for return. Standard jewelry from the store's collection is eligible for return under the general terms (14 days).

CERAMICS

Kubek Ceramiczny z Kokardą Lucky Girl – zdjęcie 3

1. Are the cups really handmade, and is each one unique?

Yes, it is 100% handmade ceramics — we do not use molds or a pottery wheel. Each piece is hand-shaped and painted, which is why it differs slightly from the others.

2. Is the ceramic dishwasher-safe and microwave-safe?

Most dishes are dishwasher-safe, although we recommend hand washing to preserve the glaze. It is best to avoid the microwave, as the ceramic can become very hot.

3. What material and glaze is the ceramic made of — is it safe for health?

Our ceramics are made from high-fired clay and coated with a safe, food-grade glaze approved for contact with food and beverages.

4. Can the color/shade of the enamel differ from the photo (natural variation)?

Yes, every piece is unique—variations in glaze color or texture are a natural result of the hand-firing process.

5. How to care for ceramics so the design doesn't wear off?

Wash gently (by hand or in the dishwasher), avoid leaving drinks for extended periods, and dry the unglazed bottom after use. Do not pour boiling water into a container taken straight from the refrigerator.

6. What is the capacity of the individual cups?

Capacity varies depending on the design (usually 250–300 ml) — you can find exact details in the description of each product.

7. Can I order a mug with a personalized inscription or initial?

Yes, we make custom ceramics — you can send us your idea, colors, or inspiration. We usually complete custom orders in about 3-4 weeks.

8. How is the ceramics packaged for shipping, and what should I do if it arrives cracked?

We pack every ceramic product with additional shock-proof protection. If the package still arrives with a damaged product, please contact us with a photo.

9. What do "traces" mean on Outlet products?

Outlet products have minor imperfections caused during handcrafting — they do not affect the functionality of the item, only its appearance, which is why we offer them at a lower price.

10. Can I order a larger quantity of the same design (e.g., as a corporate gift)?

Yes, we fulfill larger ceramic orders — for cafes, events, or as corporate gifts. Contact us to discuss the details and pricing.

PLASTER DECORATIONS

1. What are the decorations made of, and is plaster brittle—how should it be handled?

Our decorations are made of plaster hand-cast in molds. Plaster is a delicate material and may crack if dropped or struck, so we recommend placing the decorations in a stable location.

2. How are fragile products packaged for shipping, and what should I do if they arrive damaged?

We pack every plaster decoration with extra protection (foam wrap, filler, and a sturdy box). If the product still arrives damaged, please contact us with a photo—we’ll find a solution quickly.

3. Can the decorations be painted, washed with water, or color-personalized?

Do not wash the plaster under running water, as it absorbs moisture. A dry or slightly damp cloth is sufficient for cleaning. Some patterns are available in selected color options—check the options for the product.

4. Does each coaster have a different, unique design?

Yes! Even a solid-colored base with a colorful design is created by randomly mixing gypsum or paint particles during casting—which is why you will never find two identical pieces.

5. Are the holders suitable for regular candles, or only for tealights?

It depends on the model — most holders are designed for candles and tealights/burners, while some styles will also work for classic table candles. Check the dimensions in the description of the specific product.

6. Are the decorations suitable for outdoor use (patio, garden), and do they fade in the sun?

Our plaster decorations are intended primarily for indoor use. Prolonged exposure to sunlight, rain, and moisture outdoors may cause the color to fade and weaken the structure of the plaster.

7. Do you offer seasonal decorations (Halloween, Easter, Zodiac) all year round?

Seasonal collections are available mainly during a given time of year, while the Zodiac collection and basic designs are part of our permanent range throughout the year.

8. Can I order a larger quantity of the same design as a corporate gift?

Yes, we fulfill larger orders of plaster decorations for events and corporate gifts — contact us, and we will prepare a quote.

GENERAL AND B2B QUESTIONS

1. How long does it take to process the order, and what are the shipping costs/methods?

Standard processing time is 1-4 business days (during the holiday season it may be extended to 10 days). We ship via InPost and DPD: InPost Parcel Locker — 16 PLN, ORLEN Paczka — 12 PLN, DPD Pickup — 14 PLN, InPost Courier — 18 PLN, DPD Courier — 18 PLN.

2. Is delivery free over what amount, and do you ship abroad?

For orders over PLN 299, delivery within Poland is free. We also ship to most European countries—contact us to find out the shipping cost and delivery time to your country.

3. What payment methods are available, and what should I do if my payment is declined?

We accept online payments (card, bank transfer, BLIK, and others). If your payment didn't go through, you can simply place your order again—the previous one will be automatically canceled.

4. Is cash on delivery shipping or personal pickup available?

We do not offer cash on delivery. However, personal order pickup in Warsaw is available—please contact us in advance to arrange this.

5. What is the return and complaint process, and how long do I have?

If the product has not been used, you can return or exchange it within 14 days of receiving the package. In the case of a complaint, please contact us with a photo — we will process the report as quickly as possible.

6. Do you offer gift wrapping and the option to include a personal message?

Yes, we offer attractive gift wrapping — let us know when placing your order if you would like to include a personal dedication.

7. Do you issue invoices?

Yes, we issue invoices upon request — select the appropriate option when placing your order or contact us after placing it.

8. What is the Sylla Project B2B offer and how to order candles with your own company logo?

We work with companies, salons, cafes, and brick-and-mortar stores, offering candles with personalized labels, custom gift sets, as well as corporate ceramics and jewelry. Write to us at syllaproject13@gmail.com or visit the B2B section.

9. What does the wholesale cooperation process look like — minimum order quantity, discounts, lead time?

Upon receiving an inquiry, we send a detailed catalog and terms of cooperation — together we determine the scents/designs, quantities, packaging, and personalization. We tailor the terms individually to the scale of cooperation.

10. I run a brick-and-mortar store — how can I establish a B2B partnership?

We would be happy to cooperate! Contact us with information about your store, and we will send you our wholesale offer and terms of cooperation.

11. How can I contact customer service?

The quickest way to reach us is by email at syllaproject13@gmail.com or by using the contact form on our website.

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