Unfortunately we are unable to edit your order items once it's been placed. If you have ordered the wrong thing, provided it hasn't yet been shipped, we can cancel your order and refund you so you can order again. Please email firstname.lastname@example.org if you need assistance.
If you can meet one of us during business hours in the Melbourne CBD at a pre-agreed time, yes indeed. Happy to.
The packing slip we include doesn't have prices on it.
We can do all the things, and we can totally wrap it up for you and write your message on a simple white card and attach it. You can see our gift wrap finish by viewing its product page. You don't need to add it to your cart, it will pop up as an option when you're checking out. Once your tick the box it a field will appear for the card message.
Please email email@example.com with your order number and photos of the broken or damaged products and we'll arrange a replacement to be sent out to you as soon as possible.
If you have provided an incorrect or incomplete delivery address please call 0419-341-209 during business hours, or if after hours email firstname.lastname@example.org and we will do our best to update your address.
We use Sendle and Australia Post. Sendle are (and have been) fully carbon offset for every delivery they're ever done. They use a courier network and if you're not home they leave your parcel at a 7-11 or petrol station nearby that's open outside of business hours and drop you a card telling you where you can collect it. Its great service for us and our customers. They're cheaper than Australia Post in almost all cases. We display both costs and you can choose the cheapest.
It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
Once your item has been shipped you will receive an email from us with your tracking details. If you haven't received this, please check your junk mail. If you need to get in contact with us about the whereabouts of your order, please email email@example.com
Shipping is automatically calculated on checkout based on order weight and your proximity to Australia's major cities and regional hubs. All you have to provide to trigger the cost calculation is your address and mobile number.
You can exchange a product due to change of mind within 30 days of it being dispatched by us, providing it's unused and in resaleable condition. Please note shipping costs for the return and resend are at your expense, with the resend charged based on the weight of the parcel using our integrated logistics company calculator. The re-postage cost may be less than what you initially paid depending on what your initial order included and how many of those items are being exchanged. Exchanges will be processed within 2 working days from the date the returned goods are received. We recommend that a proof of postage is obtained for your return, in the unlikely event that we do not receive the parcel. If you would like to return an item, please email firstname.lastname@example.org with your order number and details of the return or exchange.
Returns for refund follow the same process as exchange, with the addition that the money will be processed onto the credit/debit card or via Paypal with which the purchase was made, within 2 working days from the date the returned goods are received. Refunds may take 5-7 working days to reflect against an account, depending on the bank. We recommend that a proof of postage is obtained for your return, in the unlikely event that we do not receive the parcel. If you would like to return an item for a refund, please email email@example.com with your order number and details of the return.
We would insist you get a replacement as quickly as possible with the minimum fuss, but it will be highly unlikely you'd get a faulty product. We are a small team who love our products and the creative time we get making them. Quality control have very high standards! If this does occur don't send it back, send us an email with a couple of photos attached and we will asses it from there and make contact with you to resolve the issue.
Of course. We would set up a unique coupon code to the value of the return and apply it to your account, then you can spend it down over one or two orders.
We do bulk batch customized candles for events and promotions. The minimum order quantity starts at 50 units. We can do them in a huge range of styling options like glass colours and styles, lids, coloured wax - the sky is the limit. We also have in house skills and equipment to do great branding and messaging designs and high resolution printing. We can do it all. Due to the potential scale of these engagements we prefer to start with a meetup and consultation, then make a design proposal. You can read more about this offering here.
We don't do one off's, but if you want a few then lets talk. If we're not too under the pump we might squeeze it in.
Nope. They're stronger. We designed these candles from the ground up and use a special soy wax to make sure the fragrance would propagate well through a large open plan house.
We use 100% premium grade soy wax, and contain no animal byproducts whatsoever so yes, they are. They are also free from Parabens, PEGS and contain no lead in the wicks.
Most likely because you need to trim your wicks. They should be cut to about 4mm before each light. This is how you maximise the total burn time from a candle. Trimming your wicks can give you as much as an extra 10 hours burn time over the life of one of our XL candles.
We do! We often just refer to it as our 'Newsletter Crew' but we need to stop cause its so much more than that. Members get pre-release notifications of new candle fragrance releases with $7 discount offer valid for one week to buy before we publicize it's release. We also send maxilight samples for new fragrances to the most recent 20 people who bought from our store closest to release date. We have a monthly members special on one product via the newsletter. We also send out birthday surprises (if you gave us your DOB) that scale from discount coupons right up to XL sized candles, based on how much of a candle monster you are! We do other promos and things but they are the ones that customer seem to love the most.
Not at this stage. What we do though its throw in a bonus 12hr Maxilight sampler with every XL candle purchase. We understand the weirdness of only selling candles online, where you cant smell them before you buy, so we will always do this, plus we have a high strike rate of guessing the fragrance for the person so we love it when you come back to us and tell us you loved what we picked for you! We try to never send the same sampler out twice to a customer.
We accept Visa, Mastercard and Paypal. We also offer payment via AfterPay
No. Only one code can be used per order. Shopify has no way to override that built in rule.
We store that bit of data in a totally different spot from all the rest, so that the integrated Shopify apps cant get access to it. If you didn't provide it when you signed up the best way to give it to us is over the phone or via email.
Usage & Troubleshooting
Before each use you should see if its longer than 4mm. If it is, trim it back. Sometimes the wick will get a build up of carbon on the end like a mushroom; you should always remove it before lighting it.
There most certainly is. Wick trimmers are angled to solve that exact problem. We stock them too, see our product page.
This is called tunneling, and its caused by not letting the wax melt all the way to the edges most of the time when you use it. Candles have a memory, so you should try and let the max melt all the way to the edges each time you use it.
XL candles need big wicks to power them, and the bigger the wick the more important it is that you trim it. If you keep your wick trimmed to 3-4mm it will solve the problem, and your candle will last way longer too.
Yes, this is a thing. And if it's doing it, its not you, its us. High fragrance loads need lots of mixing, we use timers to make sure we get it right but occasionally one slips through. Good news is it wont cause any performance issues whatsoever, and will dissappear after you used it a couple of times.
Particular components in some scents such as vanillin, citrus oils, and cinnamon are notorious for discolouring wax once you start burning a candle that contains them. There is no impact to the fragrance the candle is putting out, it's just not nice to look at. The discolouring is caused by oxidisation of those components, and it can't be avoided, so just ignore it.