Delivery and Shipping Times

Orders are dispatched twice per week on a flexible schedule, you will receive a shipment email when your order has been packed and dispatched.

About Our Return and Refund Policy

At Crafty Candle Supplies we want our customers to be completely satisfied with their purchase.

We therefore recommend you read our Return and Refund Policy prior to you making a purchase from Crafty Candle Supplies, so you are familiar with our policy on return and refunds and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you or that you collect from a Crafty Candle store, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy please email contact@craftycandlesupplies.com.au.

This is the return and refund policy of Crafty Candle Supplies and applies where you make a purchase online from www.craftycandlesupplies.com.au.

Claims Process

Claims must be lodged within 7 days of delivery / expected delivery. Please email contact@craftycandlesupplies.com.au or call us during business hours and provide the following information:

• Reason for claim
• Your contact details
• Order number/ date
• Delivery method/ date
• Product item(s) and description – Incl. quantity of item(s) and batch number of defective items
• Photos showing any defective items AND the package, as it looked when it arrived

Once advised our customer service team will contact you via email or phone with the outcome.

If we request the return of products please return these goods within 7 days. Where possible, all products should be packed in the original, unmarked packaging including any instructions or documentation that shipped with the product. Broken items will not be refunded if packaging was inadequate.

Once inspected Crafty Candle Supplies will approve your claim and a refund will be issued.

All refunds will be at the sole discretion of Crafty Candle Supplies. No claims will be accepted if the product has been damaged or abused through misuse.

Please note that returns and refunds will not be granted to items on sale, so please choose carefully when purchasing sale items.

Change of Mind

Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

Consumer Guarantees and Your Rights Under the Australian Consumer Law

Refer to Consumer Guarantees for more information.

Goods Damaged in Transit

If any goods arrive damaged, please contact us as soon as possible. Crafty Candle Supplies will either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories.

Refunds

Refunds will be processed by the relevant store and will normally be processed within 3 days.

Delivery Charges

Where Crafty Candle Supplies considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to Crafty Candle Supplies.

Returns

You may return goods we have delivered to you by mail by contacting contact@craftycandlesupplies.com.au.

Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.

Contact Us

Where you have any questions or concerns relating to your Order, please immediately us on contact@craftycandlesupplies.com.au.

Delivery

We advise all customers to carefully choose an address where someone will be available during normal business hours to receive the goods. If no-one is there, or if the delivery address details provided by you are incorrect and thus affect delivery, you will be responsible for the cost if the parcel is returned to us and if you wish to have the shipment returned back to the correct address.

Cancellation of Orders

An order can be cancelled anytime prior to shipment, however you will be charged a 10% admin/ re-stocking fee (with a maximum limit of $200). If your order has not been paid for and not been picked and packed, your order can be cancelled with no penalty.

Should you wish to add additional items to your order, you will have to place a separate order online. This new order will then be shipped separately in sequence.

FAQ

What if my order hasn't arrived in the estimated time?

Please note that our shipping guidelines are based on the estimated time of arrival from the dispatch date, not the date your order is placed.

Please be advised that our delivery time guidelines are based on business days, which only includes Monday - Friday and excludes public holidays.

If you believe your order is outside the specified time range of delivery, and you are having your parcel delivered to a business address, please check the mail room or reception for your parcel.

If your parcel is being delivered to a home address and you have left delivery instructions, please check around your property (such as the meter box, carport etc) for somewhere safe the delivery driver may have left your parcel.

Please check your confirmation email to confirm your delivery address was correct.

Who delivers the products?

We have a range of delivery partners we use to deliver your products based on your location.