Q| ARE ELIXIR OF LIGHT CANDLES VEGAN-FRIENDLY Yes. All wax, fragrances and oils used are free from animal products and animal testing. All cleaning products used for jars and equipment are also vegan-friendly and eco-friendly. The Animal Bone Collection is mostly created using replica skulls and clay. If any real bones are used they are ethically sourced. There were no animals harmed in the creation of these.
Q| ARE YOUR PRODUCTS ECO-FRIENDLY The soy wax used is EcoSoya which is 100% plant-based, biodegradable, and free from petroleum. I try to make all packaging as eco-friendly as possible by using recycled paper and cardboard, biodegradable bubble wrap, recycled tissue paper, and reusing newspaper and other packaging.
Q| IS GIFT WRAPPING AVAILABLE Most products come wrapped in black 100% recycled tissue paper or boxed. However, if your purchase is for a gift simply leave a note in the message section during checkout and I'll make sure it's all wrapped.
Please note that receipts and invoices are not sent with your order in an effort to save trees. You will receive a receipt via email once your order is placed, but if you would like a printed copy sent with your order just leave a note at checkout.
Q| WHEN WILL MY ORDER BE SHIPPED Some products are already made, but some are made to order. Usually, orders will be shipped in 4 Business days unless it is very busy. If it's more than a week I will send you an email to keep you updated. I try to get orders in the post as fast as possible but I am only one person and there may be delays. If you are in a hurry, please send me an email and I can provide you with a more accurate timeframe based on your order.
Q| WHAT IS THE DELIVERY TIME Orders are shipped Monday to Friday through Australia Post or a Courier, there is no post on weekends or public holidays. Generally, Australian orders arrive within 7 business days once shipped. If no one is home to receive your order, the delivery driver will usually leave the parcel in a safe place. Please include any delivery instructions in the notes section on the cart page, including where is the safest place to leave if you're not home. If you don't wish for your parcel to be left, please use the contact page to inquire about signature on delivery options. You should receive shipping updates from either AusPost or the courier service via email. Always ensure your address and contact details are correct.
Q| WHAT IS YOUR REFUNDS/EXCHANGE POLICY If there is an issue with your order, a refund or exchange may be offered. Please note that there are no refunds or exchanges for change of mind. The refund will be for the cost of the defective product only, shipping costs are non-refundable. If you prefer an exchange, shipping costs are not usually included so you will have to pay for shipping of the new product. Refunds and exchanges are for issues with the products themselves only, and will not be offered because of failure to follow care instructions and warning labels. Please email Dianne at email@example.com explaining in detail any issues you have had and please provide any relevant photos.
Q| ARE THERE ANY IMPORT TAXES FOR INTERNATIONAL ORDERS There may be, you will need to contact the postal service in your country to find out. I usually post through Australia Post or an international courier. I mark all parcels as a 'gift' to try and avoid these fees, but some locations within Europe, the United Kingdom, and Canada for example, may still charge import taxes on parcels of a certain value. The receiver is responsible for any import taxes to be paid, so please ask your local post office about these fees before placing an order or send me an email and I can find out for you.
Q| WHAT IF MY ORDER NEVER ARRIVES If your order does not arrive please contact Dianne at firstname.lastname@example.org within 20 days from the date the order posted. If your order does not show up but your tracking number shows that it has been delivered, unfortunately, there is nothing I can do. We can not replace or refund any orders that have arrived safely according to tracking numbers, please leave any delivery instructions in the message section during checkout. For international orders, if you select the ECONOMY option, there is no tracking with this and no way to confirm if it has arrived or not, so, unfortunately, there is nothing we can do if it does not arrive. For this reason, we recommend selecting the STANDARD option which comes with tracking. You are welcome to contact about signature on delivery options before purchase. Always remember to double check your address during checkout to make sure your order will be sent to the right place. All postage/shipping prices are always nonrefundable.
Q| WHY ARE INTERNATIONAL SHIPPING PRICES SO HIGH As a very small business, there are not many options for international shipping as I don't get the bulk discounts some of the very large companies get. Maybe you have friends that would also like to purchase a few things and you could all order together to save on shipping.
Q| WHY IS THERE NO SHIPPING OPTIONS FOR MY LOCATION If there are no shipping options for your location please email your order, country, and postcode or area code to Dianne at email@example.com for a shipping quote.
Please note that all prices are in AUD Australian Dollars and estimated shipping times are from when your order has been shipped.