About Our Candles
Why Soy Wax / Candle?
We choose to work with soy wax for a variety of reasons. We love that it burns more cleanly – not only that – it also burns for a longer period of time than paraffin wax. (Our Soy Waxes are manufactured using pure soy beans and contain no petroleum (paraffin waxes)). We love the way soy wax smells mixed with a good fragrance. We love working with soy because it’s a natural and non-toxic product that we can touch with our hands every day. The Soy Wax that we chooses is the high end ECOSOYA range of soy waxes.
What’s The Best Way to Burn Your Candles?
Our recommended burn time is 3-4 hours. Be sure to trim the wick to half-centimeter before each lighting. Always allow the melt pool to reach the edges of the jars before extinguishing.
Do You Test On Animals?
We are happy to report that we do not engage in animal testing.
Can Your Jar Be Re-Used?
When half-centimeter of wax remains, discontinue use of candle. Place your candle in the freezer, and once the wax hardens, it can be chipped out along with the wick. If there is more than a little bit of wax left, we recommend the “oven method” – place your candle in a warm oven and allow the wax to liquify. Carefully dump the wax out and wipe clean. Soap and water can then be used to remove the wax residue. Use to store pens, plant succulents in or just recycle!
Do You Have Any Candle Safety Tips?
- Never leave a burning candle unattended. Extinguish all candles when you leave a room or before going to sleep.
- Don’t place a burning candle near anything flammable.
- Trim the wick to half-centimeter each time the candle is lit. This helps prevent the flame from getting too large.
- Keep candles out of the reach of children and pets.
- Place candle holders on a stable, heat-resistant surface that is sturdy and large enough to catch any melted wax.
- Always read and follow manufacturers’ directions for use and safety, and extinguish a candle if the flame gets too close to the candle holder or container.
- Place burning candles at least 10 cm apart from one another.
- A burning candle should not be used as a nightlight.
- A candle should not be burned for more than four hours at a time.
Can you “rush” my order?
Yes, we could rush your order. Please contact our customer relations on 1300 363 558 or email us at email@example.com to find out if we are able to ship your required items within your desired time frame. We will do everything we can to check if we could accommodate your request whether it’s rushing processing or expediting shipping, or both!
What payment methods can I use?
Orders can be placed on-line using Visa, MasterCard, and Amex (Processed via PayPal). And for convenient purposes, we also accept Direct Deposit.
Can I place my order over the phone?
Absolutely! One of our customer relations advisers would be happy to take your order over the phone, email us your contact details to firstname.lastname@example.org and we will call you back within 24 hours 9AM-6PM Mon-Fri AUS SYDNEY time.
How long does it take to ship my order?
Our shipping model is easy to understand! Processing time (pulling and packaging your order) + shipping time = delivery time.
Generally, standard delivery take between 3-14 working days to dispatch unless stated otherwise. However, if you require your items URGENTLY, we could prioritise your order and arrange for Rush Shipping, you will need to select our Rush Orders options upon checkout for additional $10. Please contact our customer relations on 1300 363 558 or email us at email@example.com before you select this option to find out whether we could meet your required time frame.
If an item you have ordered is unavailable in the advertised time frame, our customer relations advisers will contact you immediately to let you know and provide you with the option to replace or refund your order. Items listed on our website are available to the best of our knowledge, available to ship to you within the advertised time frame. If you have any questions about this, please contact us on 1300 363 558 or email us at firstname.lastname@example.org or to speak to us, email us your contact details and one of our customer relations advisers will call you back within 24 hours. If you have any questions, we’re here to help!
Do you ship to Post Office Boxes?
Yes, we can ship to PO Boxes.
Do you ship internationally?
At this time, we do not ship outside Australia.
What is your Flat Rate Shipping Fee?
Express Shipping $15
Please check with us (1300 363 558) before selecting the rush order option.
If your shipping charge is large, we reserve the right to contact you to discuss payment of extra shipping charges.
What are your shipping options?
We offer standard and rush order options. Please contact us on 1300 363 558 before you choose the rush option to see if we could deliver your items within your desired time frame.
If you have query or doubt whether your orders will get to you in time, please contact us at email@example.com Mon-Fri 9AM-6PM AUS SYDNEY time. Our customer relation advisors will answer your enquiry within 24 hours.
Can I have my parcels left somewhere outside my house if unattended?
You could put your shipping instruction in our shipping instruction comment box at our checkout page. Please note that if you request your parcel to be left, Sydney Candle Studio takes no responsibility for the parcel being lost or stolen.
Can I collect my order in person?
Sydney Candle Studio and warehouse is located at: Moorebank, NSW. Unfortunately, at this time, we do not have a retail storefront and cannot make sales in person. Orders can only be taken online and shipped from our warehouse.
Order Tracking and Updates
How do I check the status of my order?
To check on the status on your order, please email us at firstname.lastname@example.org. You will be asked to quote your order number and billing email address to retrieve the status of your order.
Will I get an email confirmation after I place my order?
Yes, you will receive two e-mails. The first will be to confirm your order has been received. Please review your order confirmation immediately upon receipt and contact us immediately at email@example.com if any changes need to be made. The second will provide your tracking information once your order has been shipped.
How do I make changes or cancel my order?
Please verify your order confirmation immediately upon receipt to verify the details of your order. We strongly suggest you contact our customer relations advisor Mon-Fri 9AM – 6PM AUS SYDNEY time at firstname.lastname@example.org as soon as possible with changes or cancellations so we can accommodate your request without any additional charges. If an order is in processing, no changes can be made.
What if my order is undeliverable?
If our courier / post agent is unable to deliver your order due to an incorrect address, the order will be returned to us. The sender is responsible for $12.00 reshipping fees to redeliver the package.
Privacy and Security Policy
Are online transactions on your site secure?
All our credit card transaction/processing via Paypal.
Your bank, credit card and personal details are never shared.
Paypal helps prevent fraud and offers protection against unauthorized transactions.
How do you use my contact information?
We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we need to give you an order update. Rest assured, we never rent or sell your contact information to anybody, for anything.
Returns and Exchanges
What if I’m not happy?
We pride ourselves on carrying high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items meet your expectations. If, for some reason, you are not satisfied with your purchase, please contact us at email@example.com for a return authorization number within 30 days of receipt. Please note, your return authorization number (RA#) will expire 30 days after issuance. Please follow these easy steps.
Conditions of products being returned:
- All products must be returned within 30 days of receipt.
- The product(s) must be as new (unused and undamaged) and with their original packaging intact.
Instructions on returning products to Sydney Candle Studio:
Step 1 :Print out your “Order Confirmation” email which is the email you received confirming the product details you have ordered. Enter the RA# in the appropriate space provided on the order confirmation email, If your order is returned without an RA#, there will be a $20 PROCESSING FEE.
Step 2 : Affix the print out order confirmation email to the original shipping box. Make sure items are in their original packaging, and are appropriately secured within the shipping box. We cannot accept items for return or exchange that are not in resalable condition.
NOTE: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost return packages and nonreturnable items returned to us will not be shipped back to the sender nor credited to their account. Items returned without prior authorization will be charged a $20 restocking fee. We do strongly recommend that you insure your return package or use a shipper with a traceable shipping method as we cannot be responsible for damaged or lost return packages. We reserve the right to refuse a return on any product that does not meet these requirements.
How long before I receive my refund?
After we receive your package and inspect the items, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.
Do you charge restocking fees?
In order to receive a RA# for return, you must contact us within 30 days of receipt. We will not charge a restocking fee on these returns. Orders returned without prior authorisation will be charged a $20 restocking fee.
What if I received my order, but some items are damaged?
Please inspect all items carefully when you receive your order. If there is any damage, please contact our customer relations advisors Mon-Fri 9AM – 6PM AUS EDT at firstname.lastname@example.org. at your earliest convenience, but no later than 7 days after the package was delivered. Keep the original box, packaging materials, as well as any paperwork that came in the box. We suggest that you email us a digital photograph of the damaged box and/or items. A customer relations specialist will help you file a claim with our posting agent if needed.
If you have any questions and would like to speak with a customer relations advisor, you can contact us by:
E-mail: Email us at email@example.com, make a suggestion or get any assistance you may need or request a call back from our customer relations advisors. Most e-mails are answered within 24 hours. Please note that weekend email responses may be delayed.
Speak to our customer relation advisers: email us with your contact details to firstname.lastname@example.org, one of our advisers will call you within 24 hours Monday through Friday 9AM to 6PM AUS SYDNEY time.