Shipping & Returns

Shipping Policy

Here at Melbourne Candle Co. we send all of our packages with Sendle. 

 

Sendle is Australia’s first 100% carbon neutral delivery service

and certified B Corporation.

All packages come with automatic tracking, once your package has been sent you will get an email with the tracking number for your records, once they arrive are you house they will be left in a safe place if no one is home.

All orders are covered for up to $100 in the case of your package being lost.

If you would like to insure your order for more than this please contact us.

At Melbourne Candle Co. all of our packages are sent using

compostable bags, for larger orders they will be sent in boxes.

Here is a little about the packing we use,

"Made from corn starch with a binding agent/resin added for flexibility.

the best bit … it can be composted at home, when you’ve finished using it, just put your bag in with your food scraps and garden waste, and before you know it, worms will be eating me for breakfast. 

Better for the environment, better for our oceans, a better tomorrow"

To find out more about our packaging click here.

Sometimes some regional orders are sent via Australia Post,

you will be notified via the shipping email if this is the case.

 
FREE POSTAGE

Spend $80 or more in one transaction and have your order

delivered to any street address in Australia for FREE!

Return & Exchange Policy

When you shop with Melbourne Candle Co, you enjoy confidence – the confidence of knowing

that if you are not completely satisfied with your purchase, you can simply return it to any

Melbourne Candle Co market stall or return via post and we will provide you with an exchange, refund or repair within the guidelines outlined below:

Proof of Purchase

Please note that all returns, refunds, exchanges or repair requests must be

accompanied by any one of the following Proof of Purchase documents:

  • Original Digital Receipt 

  • Proof of Purchase 

Change of Mind

If you have changed your mind about your purchase, Melbourne Candle Co. will be
pleased to offer you an exchange provided that:

  • You have produced satisfactory Proof of Purchase; and

  • The item is in a saleable condition (i.e. the original tags and labels are still attached, the item is in its original packaging (if any) with the product unused.

Lost or Damaged Parcels

If your parcel has been lost during transit please contact Sendle via the emailed tracking page head to “Missing Parcel enquiry” if you live regionally and your order was sent via Australia Post contact them on 13POST (137 678). You will need to provide them with your tracking number and a customer enquiry will be lodged.

It is your responsibility to check the tracking information sent. If you have any questions in regards to the tracking of your parcel, please call Australia Post on 1800 101 318, or Sendle via the tracking email that was sent to your registered email address.

Melbourne Candle Company are only accountable for the time it takes us to hand over your parcel to the shipping company, once this has been picked from Melbourne Candle Co. your order has been fulfilled.

Any delays once handed over are the responsibility of shipping company.

Please ensure you have entered the correct postage details at checkout. We address your orders as we see it written. It is the customers responsibility to ensure they are correct.

 

Order arrived Damage:

Please contact Melbourne Candle Co. via email with photos of the damaged products with in 48 hours of receiving your order, any claims after this time may not be considered.

Any damaged goods will need to be sent back to Melbourne Candle Co at the sender’s cost.

 

Once your item is received back, it will be inspected by our Returns and Warranty Team and they will be in contact to advise you of the outcome.

We ask that you allow 48 hours from the date that we receive your return parcel, for the inspection to be completed.

If your item is damaged or faulty, it will be checked and tested. If your item works or it is undamaged, it may be sent back to you with no replacement provided.

If your item is deemed damaged or faulty, you will be entitled to a replacement or refund if the issue is considered a major failure. If the goods fail to be of acceptable quality and the failure does not amount to a major failure, you will be entitled to have the goods repaired or replaced, with the items being sent to you at no cost to you.

Please note the following:

  • If you are returning multiple items in one parcel, please clearly include all Return Order numbers on the outer box or wrapping.

  • Returns without a Return Order number will not be accepted

  • The Return Authorisation number is valid for 14 days

  • Your return must be received by us within this time or your claim may require reassessment.

  • Damage during shipping or items lost in transit is at the customer’s risk.

  • We recommend paying for tracking or product insurance.

  • We cannot accept change of mind returns for items that come in sealed packages or boxes where seals are damaged, broken or burnt.

More about your Consumer Rights Guarantees can be found here.