SHIPPING DETAILS
- All prices are displayed and processed in Australian Dollars (AUD$).
- Australia wide standard shipping delivery – free shipping on orders over $150 or a $12.90 flat rate on all other orders.
- We currently only ship to Australia. We use Australia Post.
- Most orders are dispatched within 2-5 business days, depending on stock availability. Please remember that for customised orders, we may need a little more time to get your item ready for you. Although we endeavour to keep our website up to date, due to high demand, some items could be out of stock. If this is the case, we will contact you immediately to keep you informed when stock will be available and about any possible delivery delays.
- Upon dispatch we will send you a notification email. Once your order leaves our premises, you will receive an email from Australia Post with your tracking number, after which you can track your delivery. Please contact Australia Post for any inquiries about your order, as once this leaves our online store, it is in the hands of Australia Post.
- Please refer to Australia Post’s website for detailed domestic delivery timeframes https://auspost.com.au/service-updates/domestic-delivery-updates. Delivery times for sending within same state are up to 2 business days for all Metro regions and up to 5 business days for all country regions. For sending interstate, allow 3-6 business days for all Metro regions depending on lodgement and destination points. Some rural locations may take slightly longer.
- Due to Covid-19 and to avoid unnecessary contact, Australia Post are not asking you to sign for items at the moment. Your postie will check for a safe place to leave the item. And if a safe place can’t be found, they’ll take it to the Post Office for collection. Please advise Australia Post of your delivery preference when you receive your tracking number. We can deliver to all business and residential addresses in Australia (please note we do not deliver to PO box addresses). Please be aware that if you choose any option other than Australia Posts’ ‘Authority to Leave’, dew Candles will not take any responsibility if there is any missing parcel. Your own delivery option is at your own risk. It is the customer’s responsibility to ensure that the correct shipping details have been entered at the time of the order. If a parcel has been signed for and accepted upon delivery, dew Candles will not take responsibility if the signee is fraudulent. So please ensure that your delivery address is a legitimate and safe one.
- Please note that we rely on our delivery partners to successfully deliver within their recommended service time frames. Although shipping services are fast, unfortunately we cannot guarantee timings as it all depends on the destination for delivery. Occasionally, carriers experience delays and as much as we do not like it, they are out of our control. dew Candles does not accept any liability and you agree to release us from all liability arising out of any delay in shipping and delivering an order.
- Please also note that shipping times do not include despatch times, during high volume periods & sales. Under these circumstances, despatch times may vary.
RETURNS/REFUND DETAILS
We take a lot of pride in hand-pouring each and every one of our candles and while every effort is made to ensure each candle is perfect, we are only human! dew Candles wants you to be completely satisfied with your purchase.
- Please choose carefully. We do not give refunds if you simply change your mind or make a wrong decision (returns and refunds will not be available from dew Candles for change of mind on fragrance, colour or product). dew Candles WILL NOT accept any returns of candles that have been lit.
- If you receive your order and it is damaged in transit, please notify us immediately at [email protected] and send us a photograph of the package and contents so we can follow up with the shipping carrier. All damages must be reported within 3 days of delivery, otherwise we are unable to assist after this. We will be more than happy to replace the item for you and ensure your new order arrives safely. You will need to send the order back to us via post or courier. Once we have received the order, we will send out a replacement right away.
- Where goods are faulty, have been wrongly described or are different to the product purchased on the website, we will be happy to exchange the item/s or provide you with a refund, providing the product is returned to us undamaged and in AS NEW condition – unused and in its original packaging. In the case where an item is in sealed plastic it must be unopened and sealed on its return. Goods being returned must be authorised by our office so please contact us before returning any item.
- It is your responsibility to pay freight charges to return any item. We recommend return items be sent via a freight method with a tracking number. We are not responsible for returns damaged or lost in transit.
- We make every effort to ensure that your order arrives in perfect condition but please be aware that it is normal for shipping cartons to show some wear from their journey to you.
GENERAL DISCLAIMER
While every effort has been made to ensure accuracy and completeness, no guarantee is given nor responsibility taken by dew Candles for errors or omissions in this information and dew Candles does not accept responsibility in respect of any information or advice given in relation to or as a consequence of anything contained above. The above information is issued by dew Candles for guidance only and we acknowledge that other important precautions may be applicable and that are not contained in this document. Therefore, we take no liability for the information contained above in any way, shape or form and we recommend that you seek further information from the relevant authority.
