FAQs
Product
Where are the products come from?
We handmade every single in our studio in Hong Kong. The whole process, including R&D and production are made by The Hubble Studio.
Do the candles contain any paraffin wax which is carcinogenic in nature?
When we first establish our brand, we are crystal clear that we have ZERO tolerance on harmful ingredients. We highly focus on providing the excellent experience to our loyal customers. We refuse to use any paraffin wax in any of our products, and we will not develop any product that would contain paraffin wax. Apart from mixing with other carrier oils, the wax used in candle-making is purely soy wax or bee wax. Therefore, you could use our products with great confidence.
What is the shelf life of your candles?
Although the candles could be kept without opening for 18 months. we do recommend you to use it up within 12 months after opening to guarantee the quality experience.
Are your products pet-friendly?
We have labels for you to identify which products could be safely used with pets. All the pet-friendly information could be easily found on our product tags and website.
Are your candles made with essential or fragrance oils?
It depends on different product collection. Some products are blended by essential oils imported from the UK. Some of them are blended by IFRA fragrance oils. For detailed information, you could visit our Candle Collection.
Ordering
What payment options do you have?
In order to facilitate your order experience, we keep updating our payment options to suit your payment preference. Currently, we accept Visa and Master Card, American Express, Diners, JCB, Union Pay, Apple Pay, Google Pay, Alipay HK and WeChat Pay. You could just select the payment option on the checkout page.
Do you have a physical store?
No worries! You are not the first customer asking for that. As requested by numerous customers who met us in some other pop-ups in Hong Kong, we have opened a physical store in K11 Art Mall, Tsim Sha Tsui since November 2021. Also, we would continuously show up in other pop-ups in Hong Kong to meet you all. Please stay tuned by subscribing our emails, following our social media page. We guarantee you would be the first one to receive our limited time offer.
Physical Store Location
Kiosk 3, 6/F, K11 MUSEA,
18 Salisbury Road, Victoria Dockside, Tsim Sha Tsui,
Kowloon
(Next to Corridor and Washroom)
Business Hour:
12:00 - 20:00 (Monday - Sunday & Public Holiday)
Accepted Payment:
Cash, Visa, Master, American Express, Apple Pay, Google Pay, Samsung Pay, Octopus, Alipay, WeChat Pay
Accept K11 Art Mall Voucher & K11 K Dollar
Do you deliver internationally?
We know people outside Hong Kong would like to try our products. Yet, due to current export restriction and our scale of production, we only ship our products within Hong Kong. We will keep expanding our scale of production and therefore, you can order our handmade products in any part of the world soon.
How long would it take for delivery after placing an order?
All the order are handled carefully in our studio. Normally, it would take between 3-7 working days for you to receive the package. We understand you would like to receive your parcel fast. If you like to receive it urgently, please kindly leave us a message in the order notes or inbox us. We will try our best to accommodate.
Who will deliver my parcel?
Everyone likes to receive the parcel ASAP. Therefore, we choose one of the most efficient couriers (S.F. Express) in Hong Kong to provide trackable, speedy and convenient delivery service for you. It usually takes around 1 working day to deliver your parcel after handing over to them. There are five ways to pickup or receive your parcels in Hong Kong. You could choose the desired delivery options in our checkout page.
Can my order be sent as a gift?
Sure. Yet, every ordinary order would be shipped with an invoice included for your reference. If you like to send it as gift or without invoice, please kindly leave us an order note in the checkout page. We will not include the printed invoice in the parcel.
Can I get a free sample before order?
Sadly, we do not include a free sample service before ordering. However, we will sometimes include random sample in our parcel and they will be shipped together with your order. We have opened a physical store at K11 MUSEA in Tsim Sha Tsui, Hong Kong. We are more than delighted to give you a try of our handmade products in-store. If you like to get a particular sample of our product, you could kindly remark it in your order page. We will try our best to include your requested sample in your parcel.
Something is missing in my parcel, what shall I do?
We are sorry to hear that from you. It is a very occasional situation that we miss something in your parcel. If this has happened, please let us know and we will get the missing item to you whilst apologising profusely!
My parcel is damaged, what shall I do?
If you have received your order and something has been damaged during delivery, please let us know right away. Please email or send us a message on our website with (1) details of your delivery, (2) damaged products and (3) a photo and we will arrange replacements accordingly. We request that all damages should be reported within 48 hours after receiving the parcel.
Bespoke and Corporate Enquiries
Can we bulk buy your products for a corporate event?
We are always happy to discuss bulk order of our products for any event! Please send an email to info@thehubblestudio.com and state the (1) expected quantity, (2) type of products, (3) proposed event date and (4) other requirements with your contact details for further discussion. Our team will reach you out as soon as possible via WhatsApp or telephone call. Please be noted that we would not accept any request regarding the removal of our brand logo/name on our products.
Can I buy your products and have them branded with my own labels?
At this stage, we are unable to provide white label or own brand services of any products.
Do you have any souvenir package for wedding?
Certainly! Please check out our wedding souvenir package in our website. Please press the "contact us" button directly if you are interested. Our professional wedding team will follow up your request as soon as possible via WhatsApp or telephone call.