Frequently Asked Questions
Maybe our FAQ’s may help you? If not, please send us a message, this is the best way to contact us.
What is the best way to contact you?
The best way to contact us is via email. Written correspondence means we have a written record of your requirements, which ensures the accuracy of your information being transferred to the candle and your order. email@example.com
What are the delivery charges for orders from the Online Shop?
There is a regular post option at $15.40 per order for orders within Australia. There is an urgent express service option at $35.40 per order for orders within Australia. An order may consist of either a large or small set, or up to 3 three individual large candles or 2 individual extra large candles. If your order is for a larger quantity, we will contact you with any variation to the postage fees. Alternatively, you may wish to contact us before placing your order, and we can provide you with a postage quote.
Which payment methods are accepted in the Online Shop?
There are 4 different ways you can pay; using Paypal, with a credit card (via PIN payments or PayPal), ZipPay or using direct bank transfer.
How long will my order take?
All standard orders will be dispatched within 10 business days via regular post. All Express Service orders will jump the queue to be made urgently and dispatched within 3 days via express post.
What exactly happens after ordering?
Once your order is placed, you will receive an order confirmation email from us. We will review your order and prepare a proof for you to review (based on the information we receive in the order). We will contact you if there are any questions or clarification that we require. Once we receive your approval of the proof, we will then commence making the candle for you. Sometimes emails go into customers' junk mail - look out for your order confirmation, and for your email advising dispatch details.
How will my order be packaged?
We package all of our individual personalised candles in organza bags, bubble wrap and corroboard. Our candle sets are wrapped in tissue paper and bubble wrap within the giftbox then protected by more bubble wrap and corroboard. We have been making and sending personalised candles like this for many years and are very confident with these packaging methods.
Do you have a pickup option available?
We do not offer a pickup service. In order to maintain good prices, we prefer not to have the overheads of a showroom or shop front. All of our orders are dispatched via Australia Post/courier.
Do I have to have a photo on my candle?
No. Our candles are available with or without a photo. Either way they can be personalised to your individual needs.
How do I get my photo to you?
On the non-photo candles, make sure you select the option for adding a photo before you add your order to the cart. During the checkout process there is a place for you to upload the photo. If you have any trouble uploading, please feel free to just email the photo to us via the contact us page.
Can you edit my photo for me?
We will only zoom in a little bit and crop the photo to best fit the size of the candle if required. We won't alter your photo in any other way. Photos will not be glossy as they will be embedded within the wax.
Can you send candles overseas?
Yes we can and we have proudly sent quite a few over the years. Unfortunately the postage costs, to many countries, can end up being more than the cost of the candle....especially if you want it quickly. Please email us for a quote for postage specific to your candle order and overseas location.
How long will the candle burn?
Your candle will have significant burn time. Our 22cm candles for example, burn for approximately 120 hours, and even our smaller ones have long burn times. This allows for you to burn your candles at a ceremony, then also keep that candle as a keepsake for many years. Some people like to light the candles for anniversaries or for special moments of remembrance.
Do you have coloured candles?
No. Our candles are a pure crisp white. For Christenings, Baptism, Weddings, or Memorial candles it makes a major difference if the candle is a real pure white. We personally find, that the finish is nowhere near as beautiful as the finish on a pure white candle.
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