SHIPPING & PROCESSING
Orders are processed and dispatched within 2-8 business days* after receipt of payment and are shipped via various Australian courier services – including Direct Freight^, Australia Post#, with tracking and drop-off without signature.
Your order status will be marked as “completed” once it has been received and processed by our administrative team. Once the order is dispatched and scanned in by our courier service, you will receive an automated consignment email from Direct Freight directly advising the tracking details for your order. This can be tracked on our Track Your Order or at www.directfreight.com.au
As candle supplies are particularly large (unable to be flat-packed) shipping is one of the most difficult components to account for.
Recently, we’ve been able to revamp our shipping system to a fully dynamic system which calculates freight based on the cart weight – and the buyers postcode.
Dedicated to offering the highest levels of customer service – and to minimise risk for our customers, Luxury Candle Supplies operates with a replacement policy for items damaged in transit, that are notified to us within 14 days of receipt of the order. (We take extra precautions to prevent breakage).
#We deliver to PO Boxes or Parcel lockers via Australia Post.
*Delays may apply during busy periods. Unanticipated delays may also occur during busy periods due to reduced staff/staff limitations. Above terms are subject to change without notice.
^Courier services may vary based on shipment size and/or or location. Regional orders may be onforwarded to local couriers for delivery.
IMPORTANT! Please note, we are NOT ABLE TO PROCESS PRIORITY ORDERS during busy/sale periods. Thank you for your patience and understanding.
Collect in-Store orders
Collect in store is available but PLEASE WAIT FOR YOUR COLLECTION EMAIL from our dispatch team before coming in.
You will not be able to pick up your order unless you’ve received an email stating it is ready for collection. Our workers are striving to complete orders by date placed as swiftly as possible, and will not be able to complete orders out of line.
Customers are required to complete our Pick Up Authorisation Form at time of order collection from our warehouse.
It is the customers responsibility to check their own order upon pick up. Customers are welcome to check through orders at time of collection. If any issues are present, these may be flagged with our staff on the spot to have them rectified immediately.
Please ensure to thoroughly check through your order before signing off on your collection. Luxury Candle Supplies will not accept liability for any errors once the order collection form has been signed.
Luxury Candle Supplies will accept no financial responsibility for any errors. If any replacements or substitutes are required, shipping expenses will be applicable if items are to be shipped to you.
Authority to Leave & Redelivery Fees
To ensure minimal shipping fees, we encourage customers to check “Authority to Leave” at the checkout so your consignment can be safely left at your doorstep to await your return.
If you have additional instructions for your delivery, please ensure to include them in the customer notes prior to checkout.
Please note, re-delivery fees of up to $10.00/carton will apply if you are not at your address to receive your order at the time of delivery (if authority to leave is not selected).
All claims/returns must be made within 14 days of receipt of the order.
For any returns please do not hesitate to contact us at firstname.lastname@example.org. Returned items can only be accepted if they are still sealed in a good resaleable condition. Please note, a 10% restocking fee may apply for any goods returned due to change of mind circumstances, unless the goods are faulty or wrongly delivered.
Strictly no returns or exchanges for discontinued products.
Our packaging method and environmental policy
In order to protect the precious glass, marble and other accessories purchased with us, we at LCS ensure our packaging is done carefully and cautiously to minimise breakage.
We utilise reinforced cardboard and industrial sized bubble wrap to make certain your supplies arrive safe and sound!
Understanding the importance of minimising waste and to do our bit for the environment, Luxury Candle Supplies utilises recycled materials and reuses the packing materials we receive in an extra effort to reduce our environmental impact.