FAQ…..

Refund policy.

I will only refund orders due to lack of care when packaged on my end. I do everything I can to make sure your order is safe and secure, once you receive a tracking number I am no longer responsible for this package, it is in the hands of the courier.

If your product purchased from us does arrive damaged please get in contact asap at soyhousecandles@outlook.com with a picture(s)/evidence of your damaged item. I will assess your claim and if approved and found to be an error from my end, a replacement will be sent out to your original shipping address or alternatively, a refund will be processed to your original payment method.

Items sent back to us without first requesting a return will not be accepted. Unfortunately, we cannot accept returns on sale items or gift cards.

However, Please note, colours of candle wax and wax melts may differ within different batches. Frosting may also occur on natural soy wax products, this is nothing to be alarmed about and is simply the wax attempting to return it's natural crystallised state. This is purely cosmetic and does not affect the quality of the candle or it's scent throw.

Unfortunately we do not accommodate change-of-mind returns or exchanges, nor do we provide a store credit, unless your item arrives damaged as outlined above. This is within your Australian Consumer Law Rights.I will alsonot issue refunds for delivery delays from Australia Post.

How long will it take for my order to arrive?

As all candles are handmade to order, please allow approximately 7 days for your order to be dispatched.

I ship via Australia Post. The following time frames are a good estimate:

Domestic Orders:

Standard Shipping: 3-6 Days, excluding processing of 7 days.

Express Shipping: 1-2 Days, excluding processing 7 days.

COVID is taking a toll on Australia Post right now so unfortunately orders could take longer than we all hope!

Can I place a Wholesale Order?

Yes absolutely! With a little extra time I can accommodate wholesale orders. Contact me via email soyhousecandles@outlook.com or contact me via my social pages and lets team up to provide your customers with some gorgeous products!