Let’s Get You Back to Glowing.
At The Candleware Collective, we believe the Festival of Lights should be stress-free. We know that sometimes things don’t go as planned - maybe the water moat was missed, a draft caught the flame, or the menorah fit wasn't quite right.
The Science of the Cup: While our Orli™ cups are made of high-temp, flame-resistant silicone (UL-94V0), they are NOT fire-proof. We specifically designed the "Water Moat" to surround the candle; this water barrier protects the silicone and helps "squelch" the flame at the bottom for an easy plug removal. Without water, the flame can damage the cup. Additionally, the inner socket of the ORLI™ cup was designed to create a tight / vacuum-like seal of solidified wax surrounding the base of the candle. The wax plug doesn't like to be 'pulled.' If you find yourself tugging or using force to remove the wax plug, it can cause the silicone to tear. We teach the 'Wiggle Method' in our tutorial to help the plug pop out effortlessly without stressing the material.
The Orli™ Fresh Start Program : We want your menorah to look perfect every night of the holiday. Because we know there’s a learning curve to mastering the Water Moat (our secret to protecting the silicone and squelching the flame), we offer a one-time complimentary replacement set for accidental damage. Even if the damage was accidental or due to a setup error, we want you to have a perfect experience. Fill out the form below so we can get you a fresh set of cups and help you master the "Water Moat" technique for next time!
How it works:
Watch the Tutorials: Ensure you've mastered the Water-moat technique and viewed the product-specific video tutorials via the QR code on the box or on our website.
Double Check for Compatibility: Ensure that your menorah meets with minimum size and socket spacing requirements as shown on our compatibility diagrams.
Submit Your Photo: Show us the damage so we can provide specific tips for your menorah or candelabra.
The 'Fresh Start' Credit: If this is your first time, we provide the cups for free; we just ask that you cover the shipping and handling to get them to you.
Limit: One Fresh Start claim per household. For subsequent replacements, please select the appropriate replenishment bundle in our shop. Any subsequent replacement needs will be available at a special 'Loyalty Rate' plus shipping.
A quick note from our small team: We’re real people on the other end of this form! Once you hit submit, we’ll review your claim and get back to you with a solution. Thank you for being patient and kind with us—we’re here to make sure your Chanukah stays bright.