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 Mothers 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 to 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 email@example.com
Bank deposit orders will not be shipped until the money is shown in our account.
All orders are sent via TOLL and require a signature as proof of delivery. If you have special delivery instructions please advise in this in the message box on the Checkout Form.
N.Z Delivery Charges - a shipping charge of between $6.00 and $12.50 will apply dependent on volume and weight of order. Bulk orders of Wax and Jars will incur additional costs. Quotes will always be given.
The prices on our website are in NZ dollars and include GST.
Australia Delivery Charges (Fragrance & Essential Oils ONLY) - a flat rate of NZD $15.75 will apply to all orders to Australia.
* Please note that heavy goods like soy wax and kits cannot be shipped to Australia.
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 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.
- 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 TOLL courier, return 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 10% restocking fee will apply to all orders returned because of change of mind. All refunds will be at the sole discretion of NZ 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 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 firstname.lastname@example.org to advise any problems so we can fix them quickly.
We certainly don’t want you unhappy.
Thank you for your trust, I will work really hard to support you.