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Shipping & Returns

Shipping & Returns Policy

Deliveries - New Zealand

Candle Supply offers deliveries to most major areas of New Zealand, please allow 5-10 business days for delivery, as we currently ship orders on a weekly basis. Orders placed up to Tuesday night will be sent in our weekly shipment from our Sydney warehouse (dependent on stock availability) on Wednesday morning. Orders placed early Wednesday morning, can only be included on a best efforts basis due to preparation and courier pickup times. Weekly dispatch of shipments are also governed by bulk shipment minimum weight restrictions imposed by the carrier and while we generally make minimum weight easily, at times there may be some delays due to not meeting these minimum weight requirements

All care is always taken with quality control and packaging of our products however, in the event of receiving a broken or faulty product, please follow the steps below.

Please note: Shipping rate calculations are automatically calculated in the shopping cart, however please be advised that for orders in excess of 250kg the system will default to manual shipping quote and allow you to complete the order with bulk shipping quote required. If this is the case, you will be contacted by our customer service team to be advised of the shipping amount

Claims

1. Claims in relation to missing or damaged goods must be lodged within 5 working days of receipt of goods. Please note that we will conduct some internal checks prior to accepting a claim on missing products.

2. Each shipment is packed carefully and in the rare event that your order does arrive damaged, please either refuse the shipment or sign for it as "damaged" and call us immediately to start a claim. Please retain all boxes and packing material at least 15 days for inspection by the carrier and please provide a photo.

3. Please send an email to 
customerservice@candlesupply.com.au outlining the problem.

4. If you receive a damaged or defective item, we will promptly send you a replacement or issue you a full refund after you have returned the damaged or defective product. For faulty or damaged products please provide a photo. Please do not return product without authorisation from Candle Supply.

5. We recommend that you take out Transit Cover on glass. If you have taken out Transit Cover and you have broken glass we will supply a replacement with your next order or in some circumstances if we are unable to replace issue you a full refund after you have returned the damaged or defective product if required by Candle Supply. For faulty or damaged products please provide a photo. 

Returns

1. Returns of eligible products are accepted within 10 days of your original purchase (sender pays freight); you may return any of our products, with your receipt, for a merchandise exchange or in-store credit (no cash or credit card refunds) unless you were shipped something in error. Freight is the sender's responsibility. . You will not be charged any additional shipping or handling fees for replacement of such damaged or defective shipments.

2. Goods must be returned in original condition for re-sale including original packaging. Due to hygiene and quality control reasons, we do not accept returns on fragrance oils, wax, colour dyes or chips. We only want to sell the highest quality product available, so you can be sure that when ordering from us that your products have not been tampered with or been diluted.

3. Please note that from the 1st October 2020 we have implemented a 10% restocking fee for change of mind returns, due to current processing volumes and the additional work required to process returned items in our systems and warehouse .    

Refund Policy

All refunds will be at the sole discretion of Candle Supply. If you are not satisfied with your product for any reason please contact Candle Supply to discuss the matter.

Cancellation Of Orders 

Orders may be cancelled within 10 days of placing the order if the order has not been shipped. Simply phone, fax or E-Mail Candle Supply and the order will immediately be cancelled with no penalty. If the order has been shipped, you will incur the cost of returning the goods in original condition.

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