All Australian standard post orders are shipped complimentary with our carbon neutral shipping partners Sendle & Australia Post. All items are hand packed with recycled or recyclable materials & tracking numbers are provided with every order.
We can deliver to your home address, business address, parcel lockers and PO Boxes. Standard post delivery times are approximately 2-7 business days from the time of order. Need it faster? We offer flat rate Express Post of $15.
Please note that most scented, coloured and larger Bust pieces are made to order, so please allow 2-3 days for a shipping confirmation on these items.
We ship internationally via Australia Post. The shipping fee will automatically be calculated once your shipping address is submitted during the checkout process.
International Taxes may be payable at port of delivery.
Please be aware that international packages may be subject to delays, additional customs duties or taxes at the port of entry. We do not take responsibility for any delays or extra fees which may be applied upon arrival in the receiving country.
If you have received a Shipping Confirmation email, but have not received your order within the estimated time frame, please check if your order was sent via Australia Post or Sendle. (This information will be on your shipping confirmation). If it is with Sendle, please contact sendle.com.au, quote your tracking number and open a ‘missing parcel’ claim. If sent with Australia Post, please contact your local branch with your tracking number to submit a missing parcel complaint.
If the matter is not resolved though the postal companies, please contact us for assistance on firstname.lastname@example.org
Please note that ANCIENT CANDLE CO. will make every effort to resolve the matter with you and the shipping company, however we can not accept any liability for delayed delivery caused by any third party. With the current Covid pandemic, shipping times may be extended.
Don’t worry, we send all of our parcels fully insured.
Please always check the box before accepting it. If it looks to be damaged or crushed, please refuse to accept it from the carrier.
Once parcels are received, please immediately check that all items are all in good condition. In the unlikely event that there is any damage, please email us within 48 hours with your order number, tracking number and a clear picture showing the following.
• The packaging including cushioning materials.
• The parcel label, (clearly showing the reference number), and
The damaged item.
IMPORTANT: These all need to be displayed all in the one photo for us to process the insurance claim with the shipping provider.
If you wish to return a product due to a quality issue, please email us on email@example.com with the concerning issue and a picture clearly displaying the fault.
If the return is accepted we will then issue a return authorisation number. The product may then be returned to us for refund or exchange within 7 days of purchase. Please note that the purchaser is responsible for the return shipping costs which must have a tracking number.
We will provide you with a refund or credit to the value of the product purchased less our original shipping charges.
If you have received a damaged product, please refer to the above course of action. Unfortunately we do not return for change of mind or sale items.