Delivery & Returns
1.0 Delivery Options & Charges
Flat Rate Australia Wide Delivery – $10.00
Free Australia Wide Delivery for orders of $60.00 and over.
2 – 4 business days for delivery to: NSW, VIC, ACT, SA
4 – 7 business days for delivery to: WA, NT, QLD, TAS
Orders will be dispatched by The Candle Cache and picked up by a courier with door-to-door delivery.
A signature on receipt will be required.
Timing of delivery is subject to payment authorisation and stock availability.
We do not dispatch or deliver at weekends or public holidays.
Delivery of diffusers can only be done via courier (please see 1.3 below), i.e. a signature on receipt is required.
The Candle Cache cannot be held responsible for late or failed deliveries for reasons outside of its control e.g. in the cases of adverse weather conditions.
In cases where we are unable to deliver all the products within your order at the same time, or where there are multiple boxes within your consignment, you will only be charged once for delivery.
1.1 Delivery Confirmation and Contact Details
Tracking details for your order will be included in your order confirmation email. Registered customers will also be able to locate these details from within their account area once dispatch has been confirmed. Alternatively, you can contact us:
– via email email@example.com
– via our Contact Us form
– from 9am to 5.30pm Monday to Friday (AEST) by telephone (+61) 457 366492
1.2 International Delivery
The Candle Cache does not currently offer international delivery.
1.3 Delivery Restrictions – Fragrance Diffusers
Unfortunately due to hazardous goods regulations we are only able to ship our range of Diffuser products within mainland Australia via courier service where a signature is required. Please ensure that there will be somebody available at the delivery address to provide this.
In the event that you should miss your scheduled delivery, the courier should leave a notification card and re-attempt the following working day. The courier will attempt delivery of the order on 2 consecutive working days, unless they are instructed by the recipient or a member of our Customer Service team to hold for a future delivery date. Should the courier be unable to complete delivery after the 2 attempts have been made, your order will be returned to us. In these cases The Candle Cache reserve the right to charge you again for any return and re-send costs that we incur.
Please note that changes of delivery address will need to be made via the Customer Service Team via email firstname.lastname@example.org
The Candle Cache cannot deliver to PO Boxes.
2. Cancellations & Returns
The Candle Cache will allow cancelations of orders only in the event that they have not yet been dispatched. For the avoidance of any doubt, you may not cancel an order after it has been dispatched.
2.2 Returns Policy
Subject to your rights at law, we will only accept the return of Products if:
1. You change your mind within 30 days of the goods being dispatched by us.
2. We accept that you have received a Product from us that is different to the one you ordered, in which case we will (at our option) replace the incorrect Product with the correct Product or credit your Credit Card/Paypal Account with a full refund;
3. We accept that the Products were damaged or faulty at the time of delivery to you, in which case we will (at our option) replace the Products or credit your Credit Card/PayPal Account with a full refund;
You must pay all costs of returning Products to us, however, we will refund those costs if we accept the return of Products for reasons 2 or 3.
Upon approval please return Products to:
Att: Customer Service
The Candle Cache
12 Burdon St
South Australia 5008
2.2.1 Change of mind
Should you no longer require your goods, or the goods are simply unwanted, we will be delighted to offer an exchange to the value of the goods within 30 days of your order being dispatched.
In this instance, please notify us of your intent to return the goods in writing, by email to email@example.com. Items must be unused and in a perfect resalable condition, accompanied by a valid order reference and authorisation number provided to you by Customer Service. The Candle Cache is not liable to cover costs of returned goods where the items are simply unwanted or no longer required.
Once the 30 day period has passed we have the right to refuse exchanges of any unwanted items.
2.2.2 Incorrect Product
If you believe that the product you have received is not what you ordered, please notify us in writing by email to firstname.lastname@example.org
If we accept that you have received a Product from us that is different to the one you ordered, in which case we will (at our option) replace the incorrect Product with the correct Product or credit your Credit Card/Paypal Account with a full refund.
2.2.3 Faulty/ Damaged Goods
If for any reason the goods you receive are faulty or damaged in any way we will be happy to exchange the items or offer a full refund. The damaged product will be replaced with the same item as soon as possible. An alternative product will be offered in cases where stock is no longer available.
Please note that it is necessary to provide photographic evidence of the damaged goods. In severe cases, we may choose to collect the damaged products from you for Quality Review investigation.
Where goods are believed to be faulty, please notify us of your intent to return the goods in writing by email to email@example.com
We recommend that a proof of postage is obtained for your return, in the unlikely event that we do not receive the parcel.
Exchanges will be processed within 2 working days from the date the returned goods are received. Postage charges will be applied for any exchanges; these will be charged at the standard rate.
Where a refund is due, this will be processed onto the credit/ debit card account or via Paypal account with which the purchase was made, within 2 working days from the date the returned goods are received. Refunds may take 5-7 working days to reflect against an account, depending upon the bank.