FAQ's

FAQ

Why is my candle tunnelling?

Soy candles need to be burnt correctly according to the candle care instructions provided with your candle. The first burn is the most important as it creates a ‘memory’ for your candle. We recommend allowing the wax to melt to the edges of your jar on every burn to promote longevity of your candle and ensure you are getting the most out of your soy candle. Our soy candles have been thoroughly tested to ensure they burn correctly.

How much is postage and how long will my product take to ship?

We charge a flat rate of $14 postage. Due to our products being made to order please allow up to 5 business days for your order to ship from our HQ. During sales and our busiest time over the Christmas period please allow extra time for your order to ship. You will receive a tracking number via email once your order has shipped.  

Is pickup available?

Yes! Pickup is available from our HQ in Quakers Hill, Sydney. Please use Pickup at checkout and email me at donnacauchi@hotmail.com or contact me via our social media pages, pickups are via appointment only.

Refund, exchanges and policies

Due to the nature of our products, we do not offer a refund or exchange for change of mind purchases.

In the event that your order arrives damaged in any way, please email us within 48 hours of receiving your order at donnacauchi@hotmail.com with your order number and a photo of the product’s condition. We will do our best to resolve your enquiry promptly.

All of our products have specific instructions on how to use and information is readily available either on our website or provided with your product. Enquiries made in relation to our products where misuse/incorrect use of our products is the reasoning for your issue we unfortunately are unable to replace or refund products.