QUESTIONS & ANSWERS
WHICH PAYMENT METHODS DO YOU ACCEPT?
There is a choice of payments in the online store. Simply select your products, and choose to pay via secure debit/credit card, PayPal, Apple or Google Pay, or Afterpay, Humm and LatitudePay (Buy Now, Pay Later). For special orders (see T & C's) please get in contact so I can invoice correctly for this.
Direct Deposit is strictly for approved wholesale accounts. For wholesale invoice orders accepting direct deposit, full payment will be required and must be received for your order to be processed.
At market events I use a trusted Eftpos facility, Square, providing convenience for my customers, accommodating for PayPass, Apple and Android pay, and swipe and chip cards. Electronic receipts are issued at the time of sale. Entering your details into my device is completely safe, complying with Privacy Policies and under no circumstances is your information stored onto the device.
For further information on payment providers, please see our T & C's.
WHAT IS BUY NOW, PAY LATER?
We offer Interest Free Buy Now, Pay Later options to purchase your goods. Our current options are provided through Afterpay, Humm and Latitude with varying payment terms and conditions. All of these payment options require you to have an approved account. These accounts are simple and quick to sign up for, interest free and generally require no credit checks. For information and to sign up for an account with either of these providers, please visit
- Afterpay - https://www.afterpay.com/en-AU/how-it-works
- Humm - https://www.shophumm.com.au/how-it-works
- LatitudePay - https://www.latitudepay.com/how-it-works
WHAT ARE YOUR SHIPPING OPTIONS?
Your order can be shipped interstate and internationally. For international shipping, the cost depends on the order's weight and this option is not available in the checkout and will need to be invoiced for. For added insurance on your items, additional charges will apply; please send me an enquiry to be invoiced correctly for this. Once your order has been shipped, your tracking number will be provided via email update. Please always check the email address, phone number and shipping address you provide are correctly entered.
- Local pick up is FREE and can be selected in the checkout
- $10 Australia wide flat rate STANDARD postage
- $15 Australia wide flat rate EXPRESS postage
WHAT IS YOUR EXCHANGE/REFUND POLICY?
Refunds will not be offered for a change of mind after purchase. However, should your product be deemed in the same condition as at the time of purchase, and within a reasonable time frame, an exchange may be issued. Refunds will be issued should your product be proven faulty. If your product is faulty, please contact me immediately and do not continue to use the product. Sale items are non-refundable or exchangeable. Once an order has left with Australia Post, what happens in transit is out of my control. Your candle products will be safely and securely packaged prior to shipping and a breakage is unlikely. Exchanges/credits will be discussed on an individual basis should your products be proven faulty. Should your order reach you in a state that is damaged or faulty, please get in contact with me immediately. Should a refund be issued, it will be processed using the original payment form (ie PayPal, Credit Card).
For further information please see T & C’s.
WHAT IS THE TURN AROUND TIME FOR AN ONLINE ORDER?
I aim to provide a fast and efficient service where possible, and normally orders with products that are in stock are made and ready for collection/shipping within 2 - 5 business days after payment is received, depending on the product and quantity of the order. Please contact me before you place your online order if a bulk quantity is required or if your order is required by a specific date incase of items that are out of stock and extended wait times due to busy and seasonal periods. In the case that a product is out of stock, I will contact you to arrange an alternative option or to advise you on the next date of availability. Estimated delivery/shipping times within Australia are generally between 2-5 business days and are in addition to the production time. Production time is usually within 24 hours from ordering online or invoice payment being received. All products are freshly made to order and some products require a more lengthy production time.
WHY DOES MY CANDLE LOOK LIKE THIS?
Some oils may discolour over time. This is also enhanced by direct sunlight. It is therefore recommended to store your candles out of direct sunlight, in a cool, dry place in your home. Essential oils will naturally change the colour of the soy; for example the pink grapefruit oil may give the wax a slight pinkish/orange colour. Each oil has a unique colour. The wax may also appear to have a slight bumpy texture on the surface after it has burned and re-set. This is the oils reacting with the soy wax and does not affect the performance of your candle; this usually happens with Lemongrass oil. Please select another fragrance blend if you would like to avoid this.
Frosting is a term used to describe the white coating that appears on the soy candles (more visible in clear glass jars). Frosting is a perfectly natural effect of using soy wax and is unique to vegetable waxes. It is the natural wax recrystallizing and trying to return to its natural state. All soy waxes frost, and it is a sign that you are using 100% natural soy wax. Some soy candles have additives to stop this process, however as this is a 100% natural product with no additives, then expect some frosting. Frosting does not affect the performance of your candle.
During certain seasonal weather, usually when the temperature rapidly changes due to using heating and cooling, the wax may not adhere to the glass in some areas. This is referred to as a wet spot and is usually only visible in transparent jars. This does not affect the performance of your candle, and usually disappears once the candle has had some burn time. If you are concerned about discolouration, frosting or wet spots, I recommend choosing an opaque candle container with a lid, such as the Ceramic Matte Black jar.
Can't find the answer your looking for? Please get in touch and I will be happy to answer any of your questions.