Wood wicks need to be trimmed each time your relight your candle or after ~3 hours of burning. If you find your candle will not stay lit or is burning low, trimming the wick will expose fresh wood restore the flame.

Video tutorial.

This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.

It's easiest to light a wood wick from the outter edge rather than the top/center. We find this catches fire fastest. It's not necessary to light both edges.

Burn your candle until a full melt pool is reached. This can take up to 3 hours (1 hour per 1" diameter) and is especially important the first time you burn your candle.