OUR FAQs

Welcome to our Frequently Asked Questions page. You can easily find most answers here, or Contact Us when needed.

WEBSITE & PAYMENT OPTIONS

We are an online store only. You can place an order at any time of the day. Our team process orders between 8am - 4:30pm, Monday to Friday.

You can pay through credit card (Visa or Mastercard), Account2Account (choose credit card for this option), Afterpay or Laybuy at the check out.

If you are unable to shop online, we can help you with an offline order. Please email sales@nzcandlesupplies.nz with your order, contact and shipping details. Offline orders will be processed after the payment has been received.

If you scroll to the bottom of the last email you've received, you can choose to update your preferences or unsubscribe from the list.

Please make sure that you have created an account with us by using the forgot password option. If you have not, you can simply use the email address from your past orders to create a new account, this will automatically generate your order history.

If you want to change your email address or contact details, please email sales@nzcandlesupplies.nz and we will look into this for you.

If you have not received an email about your order in your inbox/spam folders and your money has been deducted, it is most likely that your browser was closed or refreshed too soon. If this has happened, please email sales@nzcandlesupplies.nz

ORDER TRACKING & ASSISTANCE

Once your order has been picked and packed, an email with a tracking link will be sent to you. If you did not receive a tracking link, please Contact Us

Once you have placed an order with us, you will receive an email confirmation with your order details. Please check your spam/junk folder in case it is not in your inbox.

We try our best to process orders within 24 hours. It will take longer during peak season periods like Christmas and Mother's Day. If you want your order to arrive on time, we recommend you plan it well in advance. Rural delivery usually takes and extra day or two.

We may not be able to add to your order during busy periods. Please email info@nzcandlesupplies.nz with your order number and what you would like to add, so that we can check and get back to you.

Your order is shipped from our warehouse in Auckland, New Zealand.

We only ship within New Zealand and Australia at the moment.

All orders will include a copy of your tax invoice. If you do not receive one, please email sales@nzcandlesupplies.nz

The courier may have stored your parcel in a safe place if there were no instructions. Please have a look around and if you can't find it, get in touch with us.

DAMAGED OR INCOMPLETE ORDERS

If your parcel was damaged in transit, please take a picture so that we may file a claim with the courier company. Email info@nzcandlesupplies.nz with your order details, and we will take care of it.

In some cases, orders are shipped out in parts due to the size or weight restrictions. Please look at the label on your package, it should indicate, as an example "Box 1 of 2" which means the other parcel is on the way.

If we have missed some items on your order, please email info@nzcandlesupplies a picture of the invoice and items you received, so we can sort this out for you.

RETURNS & EXCHANGES

Your health is very important to us and because of this we will not accept Fragrance Oils, Essential Oils, Hydrosols, Wax, Candle Dye, Wicks, Butters, Melt and Pour & Liquid Soap, Carrier Oils and Cosmetic ingredients back unless they are damaged due to the risk of contamination. We take the responsibility of your health hygiene and safety requirements very seriously.

Should you want to return a product, claim for a refund, a credit or a replacement product to be sent out, because of one the following reasons:

The product does not match the description or specifications on the website.You received the wrong product.Your product was damaged in transit by the courier company.Please contact us within one week of receiving the goods. If your goods were damaged in transit we will require photos of the damaged goods emailed to info@nzcandlesupplies.nz so we can file a claim with the courier company. Often the courier company will pick up the damaged goods. Do not dispose of damaged or broken stock until advised as this may affect your replacement. We will ship replacements as soon as we receive the photos.Your order was lost in transit by the courier company.Your delivery was incomplete, it was left without a signature, and your goods are no longer there.

We will send you a return courier ticket to have the goods returned to us. Please pack them up well, so they can be safely returned to us :) Refunds will be made the same way the initial order was made.

All returns must be made within 7 days of receipt of goods. Please email info@nzcandlesupplies.nz to advise any problems so we can fix them quickly.

We certainly don’t want you to be unhappy.

You made an error or no longer need or want the product.

You will be charged the actual courier costs both ways, as well as the courier cost of sending you the return courier tickets. A 10% restocking fee will apply to all orders returned because of 'change of mind'. All refunds will be at the sole discretion of New Zealand Candle Supplies, No claims will be accepted if the products have been damaged after the 7 day period or misused.

Should you change your mind, we cannot accept the following goods for return. Your health is very important to us and because of this we will not accept Fragrance Oils, Essential Oils, Hydrosols, Wax, Candle Dye, Wicks, Butters, Melt and Pour & Liquid Soap, Carrier Oils and Cosmetic ingredients back unless they were damaged due to the risk of contamination. We take the responsibility of your health, hygiene and safety requirements very seriously. 

We have small tester sizes of most products available, so you can make sure our products meet your requirements, before committing to larger orders. 

All returns must be made within 7 days of receipt of goods. Please email info@nzcandlesupplies.nz to advise any problems so we can fix them quickly.

PRODUCT INFORMATION

Each candle wax has its own properties. Information about the type of wax and its specifications can be found on the product page.

Our Natural fragrance oils are International Fragrance Association (IFRA), compliant and certified. They are made with a MINIMUM of 80% natural plant based ingredients and essential oils. Propylene glycol (a synthetic plant based fixative) is what holds and ‘fixes’ our fragrances, ensuring a long lasting scent in cosmetics, soaps and candles. PHTHALATE FREE, Vegan and cruelty FREE. Our natural fragrances are completely oil based, and are suitable to use in the oil stages of cosmetic manufacturing and soaps (after trace formation). Due to their low vaporization/boiling point, natural fragrance oil should be added to your candle creations at the lowest possible temperature - when the soy wax starts to cloud/solidify. 

Our concentrated fragrance oils are International Fragrance Association (IFRA), compliant and certified. They are made from natural, naturally derived, and synthetic ingredients. They are non-toxic and vegan. Fragrance oils have no therapeutic benefits. 

They DO NOT contain UV inhibitors, phthalates nor paraffin, mineral or palm oil.

Disclaimer: Our fragrances are unique to NZCS. A fragrance from another company with the same fragrance name, does not mean you will get exactly the same scent. We always recommend purchasing a 30ml sample to test first. It is very important to thoroughly test all fragrances for suitability before committing to larger batches as different fragrance oils perform differently.  Some fragrance oils may discolour wax and soap due to their unique colour and vanillin content, and their natural reaction to other ingredients. Therefore, the fragrance is not at fault, and NZCS takes no responsibility for the quality and finish of products made. 

Suitable for cosmetics, soaps, candles, diffusers and bath bombs. Skin safe at 2-3%.

We offer rare and precious essential oils along with the staple favourites like lavender, tea tree, peppermint, chamomile, eucalyptus, geranium, rosemary, thyme, lemon and clove. Our 100% Pure, Therapeutic Grade Essential Oils are sourced from certified and ethical producers world-wide. We spare no effort to maintain the high quality and purity of our essential oils and other products. MSDS are available on the product page. All of our essential oils are grown and distilled with integrity and care, (not distilled from GMO raw materials.) They are free from pesticides or chemical fertilizers. 

Choosing the right wick is a very important part of your candle making process. It all depends on the diameter and shape of your jar. We have created a wick guide HERE for you to use as a reference when selecting the right wick. It is important to test before committing to large batches.

We do not offer bulk discounts. However, if you purchase larger quantities of ingredients like; candle wax and fragrance oils, they do work out to be more cost effective.

We do not offer samples. We recommend buying the smallest size available to test before committing to large batches.

SECURITY & PRIVACY

We are committed to ensuring that your privacy is protected. This Privacy Policy governs the collection, use and disclosure of your personal data by us and has been prepared in accordance with our obligations and your rights set out in the New Zealand Privacy Act 1993.

How we use personal data

Your personal information will never be given to any third party. We use your personal data for the following purposes only: 
– Replying to your queries 
– Processing your registration as an email only subscriber, or processing your membership application 
– Providing you with information about us and our services 
– Providing you with services in relation to this Website 
– Complying with relevant legislation and regulations 
– Any specific purpose which we notify you of at the time personal data is collected

We may use non-personalised statistics about the use of this Website to continually improve it and improve customer service. These statistics do not comprise personal information. 

How we store personal data 
We store personal data electronically. The data is protected and secure using generally accepted standards of security. 

Credit Card Details
Credit Card details are only stored (if at all) for the processing of payment and will be deleted once payment is processed. The payment gateway is securely hosted by Windcave, click HERE for further information.

Acceptance 
By using this Website you consent to our use of your personal data in accordance with this Privacy Policy (as amended from time to time). By accepting this Privacy Policy, you acknowledge that the Privacy Legislation in other jurisdictions does not apply. We reserve the right to modify or amend this Privacy Policy at any time and for any reason. 

Type of personal data we collect 
We collect only the personal data you give us (including your name, email address, and contact telephone numbers). We may also keep a record of any information that you acquire from us. 

Where we collect personal data 
We collect personal data from the following sources: 
– By you inquiring about information on us, our services or anything on this Website. 
– Directly from you when you purchase from our Website or when you complete an online contact form or registration. 

Cookies 
We may use “cookies” to provide you with access to tailored information and services on this Website, and to serve you better when you return to it. A cookie is a small data file that the Website sends to your browser, which may then store it on your system for later retrieval by the Website. Cookies track your movements through different websites; they do not record any other personal information about you. Cookies are widely used on websites to help with navigation and to help personalise your experience when you visit a website.

Retention of personal data 
We’ll keep your personal data only for as long as necessary to achieve the purpose we collected it for.

Reasonable Care 
Your information is protected via the highest generally accepted industry protocols and standards applying all reasonable administrative, technical, and physical security controls and care to protect your personal data. Despite these efforts it is recognized that no security controls can be 100% guaranteed effective and we cannot warrant such.

Accessing/amending your personal data 
You may access your personal data we hold by contacting us. We will provide you with a copy of the personal data we keep about you. You may request that the personal data we hold about you be corrected or deleted at any time.