FAQ
S H I P P I N G - INTERNATIONAL
TRACKING
International orders are usually sent via Economy shipping and do not include tracking. If you would like to purchase tracking please contact me before placing an order.
DISPATCH
Orders will usually be shipped in 7 Business days. If you are in a hurry, please send me an email.
SHIPPING TIMES
Shipping time depends on your location but is usually 7-10 Business days after your order has been shipped. Some Countries may take a little longer.
IMPORT TAXES
There may be import taxes, please contact the postal service in your country prior to placing an order. I usually post through Australia Post. The receiver is responsible for any import taxes, duties, or other fees to be paid.
WHAT IF MY ORDER NEVER ARRIVES
If your order does not arrive please contact Dianne at [email protected] within 20 days from the date the order was posted. It is your responsibility to double check your address during checkout to make sure your order will be sent to the right place. Please note that orders are sent via economy shipping and do not include tracking. We unfortunatly do not take responsibility for orders lost in transit, unless it falls under the cover provided by Australis Post in which case any refunds issued by Australia Post will be refunded. All postage/shipping prices are always non-refundable.
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S H I P P I N G - AUSTRALIA
TRACKING
Most orders come with tracking, if you don't often check your emails please leave a mobile number in the notes section during checkout (this will only be shared with the delivery company and only ever be used to give delivery information for your order, usually via text message. You will never be sent spam)
DISPATCH
Orders will usually be shipped in 7 Business days. If you are in a hurry, please send me an email.
DELIVERY TIME
Orders are shipped Monday to Friday through Australia Post or a Courier, there is no post on weekends or public holidays. Generally, Australian orders arrive within 7 business days once shipped. If no one is home to receive your order, the delivery driver will usually leave the parcel in a safe place. Please include any delivery instructions in the notes section on the cart page, including where is the safest place to leave if you're not home. If you don't wish for your parcel to be left, please use the contact page to inquire about signature on delivery options. You should receive shipping updates from either AusPost or the courier service via email. Always ensure your address and contact details are correct.
Please note that Australia Post and courier services do not cover any loss or damage caused after your order has been delivered safely. Therefore if you do not receive your order but it has arrived safely acording to tracking information, there is unfortunately nothing we can do.
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Q| ARE YOUR PRODUCTS ECO-FRIENDLY
The soy wax used is EcoSoya which is 100% plant-based, biodegradable, and free from petroleum. I try to make all packaging as eco-friendly as possible by using recycled paper and cardboard, biodegradable bubble wrap, recycled tissue paper, and reusing newspaper and other packaging.
Q| IS GIFT WRAPPING AVAILABLE
Most products come wrapped in black 100% recycled tissue paper or boxed. However, if your purchase is for a gift simply leave a note in the message section during checkout and I'll make sure it's all wrapped.
Please note that receipts and invoices are not sent with your order in an effort to save trees. You will receive a receipt via email once your order is placed, but if you would like a printed copy sent with your order just leave a note at checkout.
Q| WHAT IS FROSTING?
Occasionally you may notice frosting on your candle. This is a perfectly normal occurrence in natural waxes and is usually due to temperature changes. It does not affect the performance of your candle.
Please note that due to the handmade nature and the natural ingredients used, products are subject to imperfections involved in the creation process.
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RETURNS
If there is an issue with your order, a refund or exchange may be offered. Please note that there are no refunds or exchanges for change of mind. The refund will be for the cost of the defective product only, shipping costs are non-refundable. If you prefer an exchange, shipping costs are not usually included so you will have to pay for shipping of the new product. Refunds and exchanges are for issues with the products themselves only, and will not be offered because of failure to follow care instructions and warning labels, or for change of mind. Please email Dianne at [email protected] explaining in detail any issues you have had and please provide any relevant photos.
Please note that all prices are in AUD Australian Dollars and estimated shipping times are from when your order has been shipped