Frequently Asked Questions

DO YOU OFFER BULK DISCOUNTS FOR MY WEDDING/EVENT/CORPORATE GIFT?

    Yes, we certainly do. Please send us an email with the below information and we’ll provide you with a customised quote.

    • First Name, Last Name
    • Email address, Mobile Number
    • Name of Business (if applicable)
    • Type of Event
    • Date of Event
    • Quantity Required 

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    DO YOU WHOLESALE?

      Yes! We welcome wholesale enquiries and would love to hear from you. If you are an interested retailer please get in touch and tell us a bit about your business. Please send us an email with the below information to be considered as a stockist.

      • First Name, Last Name
      • Email address, Mobile Number
      • Name of Business
      • Website, Social Media Links

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      DO YOU DO CUSTOM SCENTS AND COLLABORATIONS?

        Yes we do. We love getting our creative pants on so send us an email for a no obligation chat!

         

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        SHIPPING & HANDLING

          We pack each order with care and aim to use sustainable recyclable materials. Your order will arrive beautifully packaged in our ink stamped eco-friendly box and a pretty black ribbon bow, so pretty and classic that it makes the perfect gift to send to a loved one. To protect the candles in transit we support the candles with bubble wrap, tissue paper and calico bag/box (depending on the range purchased). We take care in packing your order therefore we do not accept responsibility for any damage caused during transit however we would like any damages brought to our attention within 24 hours (with description of the damage and supporting photos) so that we may resolve this matter with the Courier. Depending on the severity of the damage, we may provide a replacement or refund at our discretion. We hope that you re-purpose the candle jars as food jars, storage containers etc. and recycle all eco-friendly packaging material.

          Australia Standard Shipping

          Lillydale Candle Co offers flat rate $10.00 postage and handling or FREE SHIPPING on orders over $100 Australia Wide. Orders will be sent via Australia Post or Courier Service. A signature on receipt will be required. It is your obligation to enter the correct delivery address details at the time of ordering. Lillydale Candle Co is unable to deliver to a P.O. Box or Parcel Locker. Should you enter the wrong address, we are not obligated to re-send the order to the correct address at our expense.

          Orders are dispatched within 2-3 working days of payment confirmation. When your order is dispatched, you will receive an email advising on delivery method and expected time of arrival. Your order delivery may take up to 3 -10 days from dispatch to be received.

          If you have not received your order within 10 days from dispatch. Please send an email to hello@lillydalecandleco.com.au and we will lodge an inquiry with the courier service to ensure delivery occurs as soon as possible.

          Estimated delivery days:

          2 - 4 business days for delivery to: NSW, VIC, ACT
          4 - 7 business days for delivery to: SA, WA, NT, QLD, TAS

          Please note:

          Timing of delivery is subject to payment authorisation and stock availability.

          We do not dispatch or deliver during weekends or public holidays.

          In cases where we are unable to deliver all the products within your order at the same time, or where there are multiple boxes within your consignment, you will only be charged once for delivery.

          Do I need to be home to accept delivery?

          We do not recommend parcels to be left at the door.  Unfortunately, we cannot accept responsibility for any missing packages after confirmation of delivery status has been sent.

          However, if you are willing to accept the risk you can add delivery notes in the Comments section at checkout. We recommend specifying a safe location where the parcel can left out of sight and undercover to protect from sunlight and rain. Please note that due to the natural nature of soy wax your order may not arrive in the best condition if left outside for extended periods of time in harsh weather conditions. 

          A calling card for all other orders will be left on premises if no one is home to accept delivery.

          Do you ship internationally?

          We’re still growing and while we are growing, we one day hope to be able to ship Worldwide from our online store. If you currently reside outside of Australia and keen to get your hands on our products please email for an International Shipping quote.

          Can I pick up my order to save on shipping fees?

          Depending on where you live or work we can arrange to personally deliver your order. Please send us an email to check and we will try and accommodate your request.

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          WHAT PAYMENT METHODS ARE ACCEPTED?

            We accept VISA and Mastercard credit card payments via PayPal and now have Afterpay available.

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            CAN I INCLUDE A MESSAGE WITH THE GIFT?

              Yes you definitely can, we are happy to hand write a note and place it in the gift box.  Please enter a short message in the Comments section at checkout.

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              HOW LONG WILL MY CANDLE BURN FOR?

              We conduct countless test burns of all our candle scents and keep track of these timings before we go live with them. The hours labelled on your candle is an an 'approximate' and can vary depending on the first burn and the environment where the candle is burned.

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              WHY IS MY WICK MUSHROOMING? 

                Mushrooming occurs when the wick is too long and left untrimmed. Always trim your candle wick to about 5mm before relighting.

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                WHY IS MY CANDLE SWEATING?

                  Soy wax can release excess fragrance during extreme temperature changes. We find this to be the case particularly during the warmer months. This can be wiped with paper towel. We recommend candles to be stored in a cool area away from direct sunlight.

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                  WHY IS THERE BLACK RESIDUE FORMING AROUND MY CANDLE GLASS?

                    The black residue is soot which naturally forms when your candle burns for too long. It can also form when the wick is too long and left untrimmed. Always trim your candle wick to about 5mm between burns. To maintain a clean candle you can wipe the black residue off your candle glass by using a damp cloth (we like to use paper towel). As a safety precaution please wait for the wax to return to its solid form and cool before handling your candle.

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                    WHY DOES MY CANDLE LOOK FROSTED?

                      Frosting is a normal and natural indication that your candle is made using natural soy wax and occurs when the natural melted wax tries to return to its hardened state. Please note that this does not affect the quality of your candle.

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                      WHY DOES MY CANDLE GLASS APPEAR TO HAVE WET SPOTS?

                        Similar to frosting, this is a normal and natural soy wax reaction. Wet spots are normally caused by minor deformities on the inside of the glassware, change in room temperature and by the shrinkage that occurs when the wax is cooling. Please note that this does not affect the quality of your candle.

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                        WHAT WAX DO YOU USE AND WHERE DOES IT COME FROM?

                        Our candles contain natural soy wax, a renewable, sustainable, and clean-burning ingredient, as the base for all our candles. We melt the wax and mix Australian made phthlate-free fragrances and essential oils in, and allow the candles to cure to completion. The soy beans from which our wax is derived from is grown and converted into wax in the USA. We hope to one day be able to source an Australian grown and produced alternative. If you know of one we would love to hear from you.

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                        WHAT IS YOUR REFUND & RETURN POLICY?

                          At Lillydale Candle Co, all of our products are carefully inspected before they are shipped. Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to Lillydale Candle Co within 24 hours of delivery.

                          We do not offer exchanges or refunds for change of mind. While all care is taken to ensure all products will be received in good condition, if for any reason you received an incorrect order or faulty/damaged goods, we will happily refund on full price or promotionally priced product.

                          Please email the following information within 24 hours of receiving delivery:

                          • Full name
                          • Order number
                          • Description of the issue in writing
                          • Photo of incorrect order or faulty/damaged goods

                          Please note we do not refund any shipping costs. Shipping costs for returns must be paid for by the customer. If you have placed an order using your PayPal account, you may be eligible for a refund on your return shipping. Please see PayPal's Return Shipping Policy for more information.

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                          WHAT IS YOUR PRIVACY POLICY?

                            At Lillydale Candle Co we respect the privacy of our customers therefore any information you do provide to us will not be shared or disclosed to any third parties. We will use your email address to send you updates on any new products or events if you have opted to be subscribed to our newsletter. The information on this website and our privacy policy are subject to change from time to time. Any changes to our privacy policy will be documented on this page. Last updated on 1st July 2017.

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                            STILL HAVE QUESTIONS?

                            Please feel free to ask, send us an email to hello@lillydalecandleco.com.au