Due to COVID-19, delivery services are experiencing delays across the network. This may result in your order arriving late. Please know we are dispatching orders as soon as possible but cannot be responsible for any delays caused by our courier partners.
CHRISTMAS CUT OFF DATES
|Anywhere in Australia (excluding WA and NT)||
|WA and NT||
STANDARD (2-8 business days)
|FREE over $90│$7.95 under $90 (excluding sample kits)|
EXPRESS (1-3 business days)
|FREE over $150│$12.95 under $150|
NEXT DAY DELIVERY (Metro Sydney only, order by 5pm)
|$13.95 (Custom candle orders with Next Day Delivery will be shipped once the candle has been made)|
PICK UP (From Alexandria)
|FREE│Same day available upon request|
- Please give 2-3 business days for all orders to be processed and shipped. For Candle Bar orders, allow 7-10 business days.*
- Purchases made on weekends and public holidays are processed the following business day. Once your order is dispatched you will receive your tracking number via your email entered at checkout.
- If you are placing your order with Afterpay - your order will only be dispatched once the payment has cleared.
Standard Shipping Parcel Post - Postage will take between 2-10 business days depending on your location within Australia.
Express Shipping - If you are located within NSW/ACT or the national Express Post Network (most metropolitan areas), this means next day delivery for majority of customers. To check if you fall within Australia Post's Next Business Delivery Network, click HERE. Shipments in regional areas outside the Next Business Day Network take 2-4 business days. Estimated delivery times are to be used as a guide only, and do not take into account any possible delays due to COVID-19.
*Shipping times do not include dispatch times, during high volume periods & sales dispatch times may vary.
We charge a flat fee of $35 for ALL international orders, regardless of quantity. International orders may be subject to customs fees, which we do not cover and are the customer's responsibility to pay. Unfortunately we are unable to ship sample kits internationally at this moment.
Shipping times may vary, but here is a rough estimation:
Asia Pacific: 5-10 business days or 15-20 business days depending on location
Europe: 10-15 business days
USA: 10-15 business days
Returns and Exchanges
Due to the nature of our products, used candles cannot be exchanged or refunded. Please note we also do not offer refunds on change of mind purchases, and cannot exchange or refund custom candles.
However, we’ll be more than happy to replace or refund products damaged during transit. If your candle was damaged during shipment, please contact us at firstname.lastname@example.org with proof of damage within 48 hours of receiving the order.
If you are not happy with your purchase, we accept all returns that are full priced and they are issued as Store Credit. Store Credits expire within 12 months, and can be used on any item online.
We try our best to accept all items returned to us, however, please observe our policy as follows:
1. Orders must be returned to us within 14 days from date of purchase (as indicated on your order). Returns outside this period will be sent back to you.
2. Items must be returned in their original condition. This means the candles must be unburnt, containing all packaging and have no stains or marks.
3. No returns or exchange for items purchased using a credit note and sale items, as well as gift cards.
4. Store credit is valid for 12 months from date of issue and cannot be used in conjunction with any other offers.
5. The customer must cover for the cost of the return shipping. sent will not be held responsible for parcels that are lost and cannot be traced with a tracking number.
In the event that an item is returned in a condition not satisfied by our criteria above, we will have to send it back to you and this may incur additional costs.
HOW TO MAKE A RETURN
Orders must be returned to us within 14 days from date of purchase.
Contact us at email@example.com with the items you wish to return. Your subject line should read – ‘RETURN [your order number]’.
IMPORTANT NOTE: It could take between 2-5 days for the parcel to reach us. Once received, processing a return usually takes place within 3-5 business days. Upon arrival, we will inspect the item/s and issue you with store credit. When making a new purchase using store credit, store credit will not be applied on new shipping cost. Customer must pay for new shipping cost.