Frequently Asked Questions

We are based in West Pennant Hills, Sydney NSW Australia. We are an online store only.

There are no specific candle-making regulations in Australia. However, please note that regulations and guidelines can change over time, and it is always advisable to consult the relevant authorities for the most up-to-date information.

That being said, certain general regulations may apply to candle making in Australia, particularly those related to product safety, labeling, and chemical usage. Here are some key points to consider:

Product Safety:

Candles should be manufactured and labeled in a manner that ensures their safe use. It is important to use materials and ingredients that do not pose health risks or safety hazards to consumers.

Candles with wicks that contain more than 0.06 per cent of lead and candle wicks that contain more than 0.06 per cent of lead are prohibited from supply in Australia.

Labeling:

Proper labeling is essential for consumer awareness and safety. The labels on candles should include relevant information such as ingredients used, warnings, and any safety precautions.
Chemical Usage: Some chemicals commonly used in candle making, such as fragrances and dyes, may be subject to regulations. Ensure that any substances you use comply with applicable regulations, including restrictions on certain chemicals or their concentrations.

Australian Competition and Consumer Commission (ACCC):

The ACCC oversees product safety regulations in Australia. While there are no specific regulations for candle making, the ACCC can provide guidance on general product safety requirements and standards.

Each candle should be equipped with a cautionary label or tag that clearly states the three essential rules for ensuring candle fire safety. Additionally, these cautionary labels typically provide manufacturer instructions for the proper burning of the candle.

Wash with hot water and dishwashing liquid after every use. Do not use abrasive brushes or sponges, as it may scratch and permanently damage the mould. If white residue remains on the interior of your mould, fill it with water and freeze it. Once frozen, the residue should adhere to the ice. Carefully unmould the ice and dispose.

There is no specific license required to sell candles in Australia. However, it is important to comply with relevant regulations and standards to ensure the safety and quality of your products.

While there is no specific may need to consider the following:

Business Registration:

If you plan to sell candles as a business, you will need to register your business with the Australian Securities and Investments Commission (ASIC) and obtain an Australian Business Number (ABN).

Yes we currently offer Afterpay. Look for it above the “add to cart” button on product listing pages.

CandleWax accepts Visa, Mastercard and Paypal. We also offer payment via Afterpay.

Currently CandleWax only ships within Australia.

If in the unfortunate event your item arrives damaged, faulty, or incorrectly shipped, please contact us via email contact@candlewax.com.au within thirty (30) days of receipt of goods. Should your item be deemed faulty, damaged, or incorrectly shipped, CandleWax will provide a gift card, exchange, store credit or refund. Refunds will be processed according to your original method of payment.

If you believe your item is faulty after the 30-day time criteria, CandleWax may require you to send the item back at your expense for assessment. This cost will be refunded to you if the item is deemed faulty.

Our refund and returns policy is valid for a period of 14 days from the date of your purchase. After this 14-day window, we regret that we are unable to provide a full refund or exchange for your purchase.

For a return to be eligible, the item must be unused and in its original condition, just as you received it. Additionally, it should be in the original packaging.

To process your return, we kindly ask for a receipt or proof of purchase to be provided.

Kindly be aware that in the case of returns due to change of mind circumstances, there may be a 10% restocking fee applicable unless the goods are found to be faulty or delivered incorrectly. Please note that discontinued products are strictly non-returnable or exchangeable.

For change of mind returns, we kindly request your understanding that certain products cannot be accepted due to quality control and hygienic reasons. The following items are not eligible for returns: fragrances, essential oils, diffuser bases, perfume bases, glassware, equipment, wicks, wax, liquid soap & cream, and hand sanitizer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at here.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at here.

 

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

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