We make shipping a priority and try our best to process your order within 3 business days! However, we are still a small business and sometimes we can get a little backed up during times of high volume (like a sale, Halloween or Christmas). During times of increased volume it may delay processing a bit. Feel free to contact us to check on status if it has been more than 5 business days since you placed your order and you have not received a shipping update.
Tracking numbers will be emailed to you when we create a label and begin working on your order. If the tracking has not yet shown movement but it is still less that our average turn around time stated above -- there isn't any reason to be concerned. *Sometimes these emails can get sorted into Spam or Social folders so be sure to check those as well.
Our Pick Up Days with Australia Post or Couriers are usually Mondays, Wednesdays and Fridays. It's possible that you received your tracking email early (because we are working on it for the next pick up!) but our average turn around time frame of 3-5 business days still applies and it will most likely show movement on our next pick up day!
Our preferred shipping method is Tracked Australia Post. All orders will include tracking numbers.
If your item is damaged during shipping please take photos of the box and damaged items with product labels visible and email us at firstname.lastname@example.org ASAP so we can assist you with a refund or replacement. We will submit a claim on your behalf to USPS and these photos are required in order to complete the process.
During the Summer - Candles are temperature sensitive and they may melt during shipment. Unfortunately we can not monitor the weather in your area and we do not have any control over how they are stored, how long they may be on the delivery truck or how long they might sit out on your porch etc. Because these variables are out of our hands and wax is meant to melt-- we do not offer replacements or refunds for melted candles. If you choose to submit an order during the summer and this occurs -- we suggest using a candle warmer, crock or use the wax in your tart melter so you can still enjoy the fragrance.
We will always ship the candle in an insulated box in an attempt to minimise any damage to the wax.
If your tracking states "delivered" but you can not locate the package we advise that you contact your local neighbourhood post office. 99% of the time this problem can be solved quickly by the branch. In our experience a mail person may have reasons to finalise a delivery in the system before actually completing the action, but will finish the job within the next day or so. Usually the local branch has knowledge of these practices and can verify that it is still in their possession. We have access to the same tracking info that you do so this is really the best resolution.
We are not able to offer a refund when the tracking states "Delivered" so please make sure of the following:
- the address supplied at time of check out is accurate and up to date. we can not be responsible for items lost because they were sent to an old or incorrect address.
- if you think you may not be home or your porch / mail room is not secure, consider shipping to your office, work or friends home where the package can be safely held for you to pick up.
- packages are especially vulnerable to theft during the holidays, so please make sure to ship to a secure location.
Customs Fees, Taxes + Duties the customer is responsible for any additional international taxes. we do not profit from these charges and we do not have any information on how these costs are assigned. you will need to work with your local post office whenever customs fees are assessed. we have absolutely no knowledge or control over how this is handled in other countries.if for whatever reason, you decide that you do not want to pay the fees your order may have been assessed, when your package is returned to us -- we will refund you for the items only. shipping fees are non refundable.