1. How and where are your candles made?
Our candles are hand poured in Melbourne, Australia using 100% soy wax, fragrance oils and cotton wicks. We pour our candles in small batches to ensure we are producing the highest quality candles.
2. What is the best way to care for my candle?
We have a few tips for how to get the most out of your candle. These are also included in every package we deliver.
All candles have a memory. Perhaps you've burned a candle in the past and had wax leftover around the edges of the glass? To prevent this, it is important to burn your candle for around 3-4 hours for its first burn.
Our candles will have trimmed wicks when they arrive. However, once you've started using your candle, we recommend you trim the wick of your candle to about 4-5mm before every use.
3. How much is postage?
Postage for all orders in Australia is a flat rate of $8.00. For orders over $50, shipping is free. Please note that all subscription products do not incur additional charges on top of the purchase price. Shipping costs are included in the price you pay for the subscription.
4. How soon will you send my order and how long will it take to arrive?
We aim to send all orders within 2-3 business days, you will receive an email confirmation once your item has been shipped. The exception to this is products that are out of stock. You can expect us to send out these orders within 5-6 business days.
Subscription products will be sent mid-month (10th-15th).
Standard shipping in Australia allows 2-5 business days. Most items we will ship Express shipping (because we love you) so they will arrive in 1-2 days. However if you have a tight deadline, email us email@example.com and we will jump on it.
5. I’m purchasing the candle as a gift, can you personalise it?
Yes, we would love to personalise it for you. We can include a personalised note for you, just email us firstname.lastname@example.org and reference your order number in the email. Alternatively, leave a note during the checkout process in the field provided.
6. How does the Air of Grace candle membership work?
If you choose a recurring membership, a candle will be delivered exclusively to your door each month. You will have the choice of choosing a Medium size candle (40 hour burn time) or Large (60 hour burn time). In each subscription box sent, you will also find a special bonus gift.
If you have purchased a gift membership for a friend or loved one, they can expect to receive a monthly candle for a limited time period – depending on what you select:
- 3 month
- 6 month
- 12 month
7. When can I expect my first subscription shipment?
Once you sign up for a recurring or gift membership, all boxes will ship mid-month, every month. For new subscribers we will be flexible to ensure as many people as possible can receive the current month's box. Therefore, if you sign up before the 10th of a given month, we will ship you that month’s box.
8. When will I be billed for the monthly recurring membership?
You will be billed for your first box immediately when you sign up. After your first month, you will be billed on the 1st of each month going forward, and our boxes will ship in the middle of every month.
9. What is your cancellation policy?
If you’ve subscribed to our recurring membership, you can cancel at any time. To cancel your subscription you must login to your account and click “Cancel” in the “My Subscriptions” section. If you have any trouble canceling on the website, please call or email us at info@airofgrace and we will do it for you. If you cancel after your box has shipped that month, you will still receive your box but will not be charged for any additional months.
10. How can I change my shipping address?
Please email email@example.com and reference your order number. If we haven’t sent it yet we will adjust it for you so your candle makes it way to your correct address. Alternatively, send us a message via Facebook Messenger.
11. What payment methods do you accept?
We accept payments via Stripe – all major credit and debit cards (Visa, Mastercard, American Express). To find out more about how safe and secure paying with Stripe is head here https://stripe.com/docs/security/stripe.
12. What is your return/exchange policy?
We will happily exchange your product for another scent if you you’re not 100% happy with it and contact us within 14 days of your order being received. We only offer refunds if your product is damaged or faulty, you will need to email a photo of the damage to firstname.lastname@example.org. You can read our full exchange/return policy in our Terms & Conditions.
13. What if my candle arrives damaged?
If your candle arrives damaged you will need to email us email@example.com within 14 days of receiving your order along with a photo showing the damage so we can review it.
Get in touch with us via firstname.lastname@example.org.