SHIPPING POLICY
Order Processing & Dispatch
✨️Processing time: Orders are typically processed within 1–5 business days (Mon–Fri, excluding weekends and public holidays) for dispatch.
Processing times may be slightly longer during peak seasons or sales, but we’ll keep you informed.
✨️Custom/large orders: Please allow 3–7 business days to prepare.
✨️You’ll receive a shipment confirmation email with tracking once your parcel has been dispatched.
Tracking & Contact Details
To ensure you receive tracking updates, please enter a valid email and contact number at checkout. Tracking links will be sent automatically when your order ships.
Delivery Partners & Windows
We ship with reputable Australian carriers (Australia Post). Delivery occurs during standard business hours.
Delivery days/times are determined by the carrier and are outside our control.
Delivery Address & Access
Please provide an address that is accessible for the driver to leave your parcel in a safe place.
If delivery is to a locked building or secure complex, ensure someone can accept the parcel or provide clear access instructions in the Delivery Instructions box at checkout.
Authority to Leave (ATL)
Our parcels are sent ATL by default. This allows the driver to leave your parcel in a safe place if no one is home.
✨️If you do not want ATL (e.g., you require a signature), please add this request in your order notes at checkout. Additional fees and delivery delays may apply for Signature on Delivery services.
Heat-Sensitive Goods (Candles)
Please avoid leaving candles in direct heat or sunlight, as wax can soften or melt. If your location is very warm, consider a work address or ensure someone can accept the parcel promptly.
Delivery Issues & Redelivery
We’ll do our best to help if issues arise. If a delivery attempt fails, carriers usually leave a card or update your tracking page with “Get delivery help.”
✨️Use that option to arrange redelivery, collection, or address changes.
✨️If you request an address change after an attempted delivery, additional shipping costs may apply.
✨️Parcels returned to sender due to incorrect address, unclaimed items, or repeated failed delivery may incur re-shipping fees.
Lost, Delayed or Damaged Parcels
✨️Delays: Transit delays can occur, especially during peak periods or extreme weather.
✨️Lost: If tracking shows no movement for a prolonged period, contact us and we’ll lodge an enquiry with the carrier.
✨️Damaged: If your order arrives damaged, contact us within 48 hours of delivery with your order number and clear photos of the parcel, packaging, and product so we can assist with a replacement or resolution.
Domestic Shipping (Australia)
We ship across Australia with flat rates.
PO Boxes, Parcel Lockers & Remote Areas
We can deliver to PO Boxes and Parcel Lockers via Australia Post services. Remote or regional areas may require additional transit time.
In-Store Pickup
✨️Customers can choose to pick up their orders at our store:
📍Mayfair Shopping Plaza, Shop 17/236-244 Sandy Bay Rd, Sandy Bay TAS 7005.
We’ll notify you when your order is ready for pickup.
International Shipping
We ship internationally via Australia Post International (and partner carriers).
✨️Dispatch: Usually within 2 business days.
✨️Transit times: Vary by country and service level.
✨️Shipping fees: shipping charges are calculated at checkout based on weight, destination, and service.
✨️Duties & taxes: You may be required to pay customs duties, VAT, or import taxes on arrival. These are not included in our prices and are the buyer’s responsibility. Please check your local customs office for details.
✨️Tracking is provided once your parcel has shipped.
Order Changes & Cancellations
If you need to update your address or order, contact us as soon as possible at soyucandle23@gmail.com
. Once an order has been packed or shipped, changes may not be possible and additional fees may apply.
Customer Feedback
We’re always improving. Questions or feedback?
Email soyucandle23@gmail.com —we’re here to help.