Shipping + Returns
Shipping Info
Standard Delivery: Delivery will be estimated at checkout.
Once shipped:
2 - 4 business days for delivery to: SA, NSW, VIC, ACT
4 - 7 business days for delivery to: WA, NT, QLD, TAS
As these are handmade products, please allow up to 3 business days for manufacturing/shipping, prior to standard delivery times.
Order Confirmation and Contact Details
You will receive a confirmation email from us once your order has been placed.
If you need to talk to us, you can contact us via email to admin@ecosoycandleco.com.au or via our Contact Us form on this website. We are also hanging out on Instagram at @ecosoycandleco
Please note that changes of delivery address will need to be made via email.
Returns Policy
Subject to your rights at law, we will only accept the return of Products if:
1. 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. 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.
Please return Products to:
PO Box 689, Torrens Park SA 5062
Change of mind
Should you no longer require your goods, or the goods are simply unwanted, we will be happy 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 admin@ecosoycandleco.com.au. Items must be unused and in a perfect resale condition, accompanied by a valid order reference number. Ecosoy Candle Co. are 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.
Incorrect Product
If you believe that the product you receive is not what you ordered, please notify us in wiring by email to admin@ecosoycandleco.com.au.
If we accept that you have received a Product from us that is different to the one you ordered, we will (at our option) replace the incorrect Product with the correct Product or credit your Credit Card/Paypal Account with a full refund.
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. We may elect to retrieve the damaged products from you for review.
Where goods are believed to be faulty, please notify us of your intent to return the goods in writing, by email admin@ecosoycandleco.com.au.
General
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 or via Paypal 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 on the bank.