FAQ's


 

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 or Afterpay. For special orders (see T & C's) please get in contact so I can invoice correctly for this. For invoice orders accepting direct deposit, full payment will be required for your order to be made, paid via the bank details on the invoice. Please use [Name] Candles as your reference. For faster processing, please send receipt of direct deposit payment to shabchique@hotmail.com. 

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.

  • Card-processing applications adhere to PCI Data Security Standard (PCI-DSS) Level 1.

  • Square prohibits the storage of card numbers, magnetic stripe data and security codes on client devices.

For further information on payment security please visit

https://squareup.com/help/au/en/article/3796-privacy-and-security

 

DO YOU SHIP INTERSTATE & INTERNATIONALLY?

Your order can be shipped interstate and internationally. For international shipping, the cost depends on the order's weight and this option is not avaible in the checkout and will need to be invoiced for. For express post and added insurance on your items, additional charges will apply. For added insurance and express postage, please send me an inquiry to be invoiced correctly for this. Your order will be packaged with the upmost care, durably wrapped and packed ready for handling. Once your order has been shipped, I will provide your tracking number via email. 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 postage 
**Australia wide free shipping on orders over $150. Enter coupon code FREESHIPPING at the checkout
WHAT IS YOUR EXCHANGE/REFUND POLICY?

Refunds will not be offered for a change of mind after purchase. However, should you 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. 

For further information please see Terms and Conditions

 

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 ready for collection/shipping within 2 - 5 business days after payment is received, depending on the size of the order. Please contact me before you place your online order if it is required by a specific date incase of items that are out of stock and extended wait times due to busy 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 are stated in the shipping options and are in addition to the production time. Production time is usually within 48 hours from payment being received. Should you require Express Postage, please get in touch prior to placing your order online so you can be invoiced correctly for this as additional charges will apply.

 

WHY HAS MY CANDLE DISCOLOURED?

Some fragrance oils may discolour over time, particularly those containing Vanillin. 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.

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 clear 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 from the Bamboo Luxe Collection.

 

Can't find the answer your looking for? Please get in touch and I will be happy to answer any of your questions