Shipping & Returns Policy
Shipping
Velvet Wick candles are hand-poured in small batches with care. We aim to dispatch all orders as quickly as possible while maintaining the quality of our products.
Order Processing
- Orders are typically processed within 2–4 business days.
- During peak periods or new release launches, processing times may be slightly longer.
Shipping Method & Costs
- Shipping is included in the product price (unless otherwise stated).
- Orders are shipped via a reliable tracked courier service.
- Once dispatched, delivery generally takes 2–7 business days, depending on your location.
Delivery Areas
- We currently ship within Australia.
- If you are outside our shipping areas and would like to enquire, please contact us before placing an order.
Tracking
- Tracking details will be provided via email once your order has been dispatched.
Breakage in Transit
- Velvet Wick uses sturdy packaging to minimise the risk of damage.
- However, we are not responsible for items damaged during transit, including breakage of glass containers or wax damage once the package has left our facility.
- We recommend inspecting your parcel immediately upon delivery and reporting any visible damage to the courier and to us for advice.
Please Note
- Delivery timeframes are estimates only and may vary due to courier delays, weather events, or other factors beyond our control.
Returns & Exchanges
Due to the handmade and personal nature of our products, we are unable to accept returns for change of mind.
Faulty or Damaged Items
If your order arrives damaged due to a manufacturing fault, please contact us within 48 hours of delivery with:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
Where appropriate, we will offer:
- A replacement, or
- A refund to your original payment method
Incorrect Orders
If you receive the wrong item, please contact us as soon as possible so we can arrange a resolution.
Refunds
- Approved refunds will be processed within 5 business days of confirmation.
- Refunds are issued to the original payment method used at checkout.
Care & Safety Disclaimer
Natural wax and fragrance variations are part of the charm of handmade candles. Minor differences in colour, scent throw, or finish are not considered faults.
Contact Us
If you have any questions about shipping, returns, or your order, please get in touch via our Contact page or email us directly. We’re always happy to help.
