FAQs

PRODUCTS

ORDERS

SHIPPING

PAYMENTS

RETURNS

GENERAL

 

Are your candles dripless?

Our candles are designed to be dripless when burnt in the correct conditions. Candles burn best when placed upright on a flat, stable surface indoors and free from breezes. For best results ensure candles are placed away from air-conditioning vents and open doorways. Always select an appropriate candle holder to ensure your surfaces and table linens are protected.

 

Do your candles smoke?

No. Our candles have pure cotton, lead free wicks and have been designed not to smoke, providing you keep the wick trimmed to 5mm – 8mm in length before each lighting. A candle wick trimmer is the ideal tool for this. Longer candle wicks are the primary cause of candle smoking and black soot forming around your candle glass.

 

Are your candles lead free?

Yes, all our candle are lead free.

 

How do I store my candles?

When not in use, candles should be stored in a cool, dry place, free from dust and protected from direct sunlight. Due to the all-natural products and dyes used in our Moreton Eco coloured candle range, we recommend you avoid placing your candles next to windows or in direct sunlight as it may cause colour fading.

 

Where are your candles made?

Our Ava Bae and Southern Lights range of hand poured Soy candles are created in our Brisbane Studio. Our Moreton Eco Candles are hand made in Indonesia, in a World Fairtrade Organization certified workshop. Our Event Candle Range are sourced from China.

 

Can I burn my candles outdoors?

Candles burn optimally in indoor, protected environments free from breezes and air conditioning vents. However, should you wish to burn your candles outdoors, we recommend selecting an appropriate Candle Vase, Votive Holder or Cylinder Sleeve to protect the candle from breezes.

 

What types of wax do you use?

Our Moreton Eco Candle Range is hand poured from sustainably sourced RSPO certified, all-natural vegetable stearin wax, giving a high quality finish and a clean, long lasting burn. Our Ava Bae Range is handmade in our Brisbane studio using natural soy wax and soy blend wax. Our Event Candle Range in made from food grade paraffin wax. All Southern Lights Candle Co candles are made with 100% cotton, lead-free wicks.

 

How long do “hand poured soy” candles take to produce?

Please allow 10 business days for your hand poured soy candle order to be created by our candle artisans.

 

What is included in a Centrepiece Set?

Centrepiece Sets come in sets of 3,4 or 5. The items included in a single unit of the set will appear in the product image. Should you wish to purchase multiple sets, for example 6, you will receive 6 x what is picture in the product image.

 

What does Pre-order mean?

Items available on “pre-order” are items that are not currently in-stock. Pre- order indicates that the stock is due to arrive at a later date and will be shipped to you after that date. The estimated stock arrival date will be noted on the product page. These items are usually extremely popular and are in high demand. If you would like to secure an item in advance on pre -order, you will automatically receive a 10% discount on that item.

 

My order has arrived damaged. What do I do?

We are so sorry to hear that! Please call or email our team as soon as is possible on 07 3518 2118 or hello@candleco.com.au and provide photos of the damaged items. We will happily work with you to arrange a replacement, refund or find a suitable resolution to suit your situation. Please note: damaged items must be reported within 7 days of order delivery.

 

Do you offer Wholesale Accounts?

Yes. Australian and New Zealand businesses with an ABN/NBN in the Wedding, Events, Hotel, Health, Retail and Florist industries can apply for a wholesale partner account here. Wholesale partner accounts can take up to 48hrs to be approved. Once your account has been activated you will receive a Welcome to Wholesale email with instructions.

 

How do I apply your Free Shipping offer?

Free Shipping is automatically added to your order when your product order value totals $99 or over. Please note: Free shipping is not available on wholesale account orders.

 

How long will my delivery take?

We provide delivery estimates to your location when you select shipping at the cart. Please note that these are estimates only and can vary due to circumstances beyond our control.

 

How do I track my order?

We will provide you with a freight tracking number via email upon dispatch of your order. You can use this tracking number to follow the progress of your order delivery by entering it into the relevant freight company website. Registered customers will also be able to locate these details from within their account area once dispatch has been confirmed.

 

What days to you ship out orders?

We ship orders Mon – Fri only. All in-stock orders, placed before 1pm weekdays (QLD time) will be shipped out same day. Orders are not shipped on public holidays. If you place an order over a weekend or public holiday, it will be shipped out on the next available business day.

 

Do you ship Internationally?

Whilst we do not currently offer international shipping through our website, our team are happy to provide you with a shipping estimate to your international location. Please email our team at hello@candleco.com.au with the details of the items you would like to order, your contact information and the shipping address. We will get back to you with a custom freight quote for your order. Please note: Port taxes and import fees are not included in freight quotes.

 

How do I apply a discount code?

Discount codes can be applied at the cart, prior to checkout. Look for the “Discount Code” drop down box, located below your order items. Click on this and enter your discount code in the box provided. Click “Apply Discount Code” to apply discount to your order.

 

How do I return my order?

We happily accept returns if notification is within 7 days of your order delivery. If you wish to return your purchase, please contact us here  and we will provide details on where and how to return your order. Please note that all items must be returned in original packaging and arrive to us in original condition. Please understand that we cannot refund return postage and packaging unless goods are deemed to be faulty.

 

What are your business hours?

Our office is staffed Mon – Fri from 9am to 4pm (QLD time). Should you have an enquiry outside of this time please send us an email at hello@candleco.com.au and we will attend to this upon our return to work. Please note we are not open National public holidays.

 

Do you have a shop I can visit?

Unfortunately we do not have a shopfront for sales or viewing product at this time. Should you require assistance with selecting a product please do not hesitate to call our team, who are happy to answer your questions and assist with your product selection or arrange a sample.

 

Colour matching

Whist we take every care to represent our product colours accurately, candle colours depicted on our website can vary slightly from the real item. This is because colours render differently from one, computer or smartphone screen, to another. Additionally, our Moreton Eco coloured candles are handmade from all-natural ingredients and dyes, meaning that colours can vary slightly from one batch lot to another. This is part of the beauty of working by hand with natural ingredients. If colour matching is particularly important to you, we recommend getting in touch with our team who may be able to assist you by providing photographs or advice. We also recommend purchasing a sample prior to placing your order if exact shades are important to the success of your event or interior design.

 

There is a light dust over my coloured candle. What should I do?

This is a naturally occuring process that occasionally occurs with all natural candle waxes and dyes. This candle dust or "bloom" is easily removed by wiping the candles down with a soft cloth. This will leave your candles looking their best with their natural colour shining through and will not effect the quality or how your candles burn.