Shipments and returns
Orders are processed and dispatched within 1-4 working days* after receipt of payment and are shipped via various Australian courier services – 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 holiday periods. 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.
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. 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.