Shipping and Return Policy
Eco Candles make deliveries in Australia only.
If your delivery method is made by Australia Post your order can be delivered to PO Boxes. If another courier option they may or may not enable PO Box delivery.
PROCESSING YOUR ORDER
An e-mail confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase.
All orders delivered within Australia automatically have tracking. If your order has not arrived please contact our customer service department for the assistance of tracking at [email protected].
Orders are usually dispatched within 2 to 3 business days – We endeavour to get your order to you ASAP. Once your order has been dispatched, delivery time will be subject to the delivery service selected but depending on the location it is 2-7 days.
IMPORTANT: Please check that all items received are what you have ordered. If you have received an incorrect item DO NOT OPEN IT. We will not accept any returns or provide refunds of items that have been opened, tampered with, or not in their original condition. If you receive a damaged item please contact us within 4 days of delivery and do not throw it away as we will require proof that the item has been damaged (for example images e-mailed to us of the damaged item.)
PRICES AND PAYMENT
All prices on the website are in Australian dollars and are inclusive of GST where applicable. Prices are subject to change without notice.
ORDERS SENT TO AN AUSTRALIAN ADDRESS
- Free delivery (Australia wide) for orders over $90
- Orders under $90 are sent at standard postage as calculated at checkout
POTENTIAL SERVICE INTERRUPTIONS
Orders may take longer to arrive due to variables outside of our control. We promise to dispatch the product as soon as possible, but it might take longer to arrive because of Covid19 restrictions (for example closing the borders) or other Australia Post or carrier-related interruptions.
Please note, we do not issue refunds unless you placed your order using Afterpay (Australian customers only).
If you change your mind for any reason on any full-priced item you’ve purchased from us, we will issue you with a credit note for the value of the item(s) you are returning. Change of mind includes instances where a style didn’t suit you, did not fit you how you wanted or expected it to, and any reason other than where our returns team assess an item as faulty.
Please shop carefully as we do not accept returns for the following:
Items purchased during a sale of 30% discount or more
If the item you are returning is not any of the above, your return will only be accepted if:
You have contacted us for a Returns Authorisation Number (RA) for your order and we have provided you with this, along with a returns form (see below for return instructions);
Your return is received by us within 14 days of delivery (Australian customers) or 30 days (international customers) with your returns form and RA# included in the parcel – proof of shipment within this timeframe is also fine;
The returned item is in its original sellable condition ie. it is unworn, unwashed, unmarked and has all tags attached; and
The item does not have any fake tan, makeup or deodorant marks on it, even if only tried on.
How to return an item
To return an item to us, head to the Contact Us link on our Contact page and select ‘Return’ as your reason for enquiry. This will ensure your request is expedited to our returns team. Please include your order number and the item you wish to return. Our returns team will then provide you with an RA# and returns form with details on how to return your item to us.
Our returns team require an RA# and return the form to accept returns. If parcels are received without an RA#, your return will not be processed.
Pre-print your shipping label – Australia only
If you’d like to print and pay for your return label online rather than going into a post office, you can use the link below. You can select whether you’d like your return sent via regular or express post. Australia Post charges a flat rate of AU$xx for regular returns and AU$xx for express. To pre-pay for your return label, all you need to do is follow the prompts online, turn your shipping satchel inside out (or pick up a new one), attach your return label securely to the front of the parcel and drop it into a yellow (if express) or red (if standard) post box. Please note, if you select an express service and do not put your return into a yellow express post box, it will be sent via regular mail. If you don’t have a printer at home, there’s an option to pick up your label at your local post office. Don’t forget to keep a copy of your tracking number just in case.
For more information on how to pre-pay and print your return label, see Australia’s Post’s information page here: https://auspost.com.au/sending/returns.
Processing your Return
We aim to process all return requests within 2 business days of delivery to our warehouse. Once processed, you will be issued with a credit note via email to the email address used to place the order, and your credit note will be valid for 12 months from the date of issue. If you placed your order using Afterpay, your Afterpay payment plan will be cancelled. If you have paid anything, this amount will also be refunded. Please note, we are unable to reimburse any shipping costs for returns.
Afterpay Returns (Australian Customers)
If you purchased using our buy now pay later service with Afterpay, you are welcome to return any full-priced item within 14 days of delivery for a full refund of any amounts paid to date. All remaining debts will also be cancelled. If you have any queries regarding your Afterpay payments or account, please don’t hesitate to contact Afterpay on 1300 100 729 or at [email protected] Please note, Afterpay orders are subject to the same non-returnable conditions mentioned above.
If you believe an item you’ve purchased from us is faulty, head to our Contact Us page and select ‘return’ from the drop-down subject menu and let us know as many details as you can about the fault. We will then request images of the fault before providing you with an outcome.
Extended Return Period – Christmas
Any purchase made from 1 Dec to 22 Dec for the purpose of giving as a gift at Christmas is able to be returned up until 31 January the following year.