Terms & Conditions for NZ Candle Supplies

Shipping - We work hard to dispatch all orders as quickly they come in. Often it’s the same day we receive the order. Worst case, 1 working day after. Orders received over the weekend or during public holidays will be dispatched when we re-open for business. Orders are dispatched in the sequence that they are received. During peak volume times like Mother's Day and Christmas please allow 7 days to receive your stock, as couriers are typically slower due to increased volume.

But don't worry, you'll continually receive email notifications throughout our order and shipping processes alerting you of what's happening in real time, as well as providing tracking details, so you know exactly what's happening and where your goods are in real time. Phew, I wish I could deliver it right to your door!
But we are at the mercy of our friendly courier company :)

If your order is urgent, I will do my very best to help. Please contact us for assistance: info@nzcandlesupplies.nz

Bank deposit orders will not be shipped until the money is shown in our account.

All orders are sent via Aramex, NZ Post or TOLL and require a signature as proof of delivery. If you have special delivery instructions, please let us know by using  the "ORDER NOTE" message box during the check out process.

Order Information
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. Once your order is shipped, an email is automatically sent to you with tracking information.

NZCS Customer Account
We recommend creating an account when you place your first order as this gives you access to order history. If you have not created an account and placed orders in the past as a guest, you can still create an account with the email address you used for those orders, and your order history will automatically be generated.

New Zealand Delivery Charges
Standard Delivery: Between $7.95 and $12.95 will apply depending on the volume and weight of your order. Bulk orders will incur a 'Heavy Goods' shipping cost between $19 - $25.

The prices on our website are in NZ dollars and include GST.

Australia Delivery Charges
DHL Express: Delivery within 3 business days after processing. Shipping calculated at the checkout.

Standard Delivery: Between NZD $24.95 - $104 will apply to all orders to Australia up to 21kgs ONLY.

* Please contact us for quotes to ship goods over 21kgs.

Returns & Refund Policy - 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.

Change of mind - 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 15% 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 (refunds less than $20 will be processed as a store credit), 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.

We certainly don’t want you to be unhappy.

Thank you for your trust, I will work really hard to support you.

Nicole