Shipping policy
SHIPPING
AUSTRALIAN ORDERS
Standard delivery is complimentary on Australian domestic orders over AU$120. All orders are shipped from Aldgate, SA.
All orders are processed within three business days and shipped via Australia Post Standard service unless you have requested Express Post during checkout.
Delivery can take between 3 - 7 business days within Australian metro areas. Please allow additional time for regional locations. For more precise delivery times, please contact Australia Post.
Please allow for extended processing and delivery times during sale and holiday periods and unprecedented events.
We cannot be held liable for incorrect deliveries due to input address errors during checkout.
INTERNATIONAL ORDERS
International orders are processed within 48 hours and sent via Australia Post.
DUTIES AND TAXES
All international orders are subject to the duties and taxes of the country to which they are shipped. These fees are not included in the price of the product(s) and are the sole responsibility of the recipient to pay upon delivery. Adelaide Hills Candle Co takes no responsibility, nor has any control over, the rates and processing time frames of Customs in each country.
RETURNS
Our return and exchange policy applies only to products purchased from the Adelaide Hills Candle Co online store.
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
How do I return or exchange my purchase?
Unfortunately, we do not offer returns for a change of mind. However, if there is an issue with your candle or diffuser, please email us direct at: hello@adelaidehillscandleco.com.au
Returned or exchanged goods must be in the original packaging, unused, unopened and show no signs of damage for reasons not due to our error. Sale items cannot be returned or exchanged.
You will be responsible for paying for your own shipping costs for returning or exchanging your item. Shipping costs are non-refundable. If you are returning or exchanging goods over $100, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
My goods were damaged when I received them.
When your order arrives, please inspect the carton for damage that may have occurred during shipment. It is normal for shipping cartons to show some wear; however, if substantial damage has occurred to the goods in your shipment, please do not accept the package or contact us within 3 business days at hello@adelaidehillscandleco.com.au. Once we have verified the damage, we will organise the return of the damaged goods and a replacement to be sent to you.
My goods are faulty
Please contact us at hello@adelaidehillscandleco.com.au within three business days to report the fault. We will require proof of purchase and will provide you with instructions for return. We will organise the return of the faulty goods, which must be delivered to us in their original condition and have a replacement sent.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and that it has been approved for a refund. Refunds will be processed using the original payment method. Please be aware that the processing time for a refund can vary from 7 to 10 business days. If you have still not received your refund after this time, please contact us at hello@adelaidehillscandleco.com.au.