Shipping Policy
Thank you for shopping with Aurora Candles. Below you’ll find important information regarding our shipping and delivery process.
1. Shipping Locations
We currently ship Australia-wide from the Gold Coast, Queensland using Australia Post (AusPost).
At this time, we do not offer international shipping unless otherwise stated.
2. Processing & Dispatch Times
We aim to process and dispatch all orders within 48 hours of receiving your order during business days.
Orders are typically dispatched within 48 hours after payment confirmation.
Processing times apply to business days only (Monday to Friday, excluding public holidays).
Orders placed on weekends or public holidays will begin processing on the next business day.
During busy periods, sales, holidays, or new product launches, dispatch times may be slightly extended.
3. Shipping Options
Customers may select their preferred shipping method during checkout:
Standard Shipping — Sent via Australia Post Standard Parcel Post
Express Shipping — Sent via Australia Post Express Post
Shipping costs are calculated at checkout based on your location and selected shipping option.
4. Delivery Timeframes
Estimated delivery times are provided by Australia Post and may vary depending on your location.
Standard Shipping
Estimated delivery times typically range from:
2–8 business days after dispatch
Express Shipping
Estimated delivery times typically range from:
1–4 business days after dispatch
Please note these are estimates only and are not guaranteed delivery timeframes.
5. Tracking Information
Once your order has been dispatched, you will receive a shipping confirmation email containing your Australia Post tracking details.
Tracking updates are managed directly through Australia Post.
6. Incorrect Shipping Information
Customers are responsible for ensuring shipping details are accurate at checkout.
We are not responsible for delays, lost parcels, or additional shipping charges resulting from incorrect or incomplete address information provided by the customer.
7. Lost or Delayed Parcels
While we work closely with Australia Post to ensure timely delivery, we are not responsible for shipping delays once parcels have been dispatched.
If your parcel appears lost or significantly delayed, please contact us and we will assist you in lodging an inquiry with Australia Post.
8. Damaged Parcels
If your order arrives damaged, please contact us within 7 days of delivery with:
Your order number
Photos of the damaged item(s)
Photos of the packaging
We will work with you to resolve the issue as quickly as possible.
9. Contact Us
If you have any questions regarding shipping or your order, please contact us.
Aurora Candles
Email: candlesbyaurora1@gmail.com
Phone: 0499813978
Returns Policy
At Aurora Candles, we take pride in carefully hand-packing and shipping every order. We want our customers to love their purchase while also ensuring our returns process remains fair for everyone.
Please read our policy below before requesting a return or refund.
1. Change of Mind Returns
Due to the nature of our products and for hygiene and safety reasons, we do not offer refunds or returns for:
Change of mind
Incorrect product selection
Preference of scent or style
Minor variations in colour or appearance (see FAQs for common variances in the product as each are hand poured)
Used or burned candles
Please choose carefully before purchasing.
2. Damaged or Faulty Items
If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery.
To help us assess the issue, please provide:
Your order number
A description of the issue
Clear photos of:
The product
Any damage
The packaging
Shipping label if applicable
Once reviewed, we may offer:
A replacement product
A refund
Partial refund where appropriate
Refunds or replacements are issued at our discretion after assessing the claim.
3. Return Eligibility
To be eligible for a return or refund:
The item must be unused and unburned
The item must remain in its original packaging where possible
Proof of purchase must be provided
The issue must be reported within the required timeframe (7 days after delivered)
We reserve the right to refuse returns or refunds that do not meet these conditions.
4. Non-Returnable Items
We cannot accept returns for:
Used or burned candles
Products damaged through misuse, mishandling, or improper storage
Items purchased during clearance or final sale promotions unless faulty
Minor cosmetic imperfections that do not affect product performance
5. Return Shipping
If a return is approved:
Customers may be required to return the item before a refund or replacement is issued
Return postage costs are the responsibility of the customer unless the item is confirmed to be faulty or incorrect
We recommend using tracked shipping, as we are not responsible for lost return parcels
6. Refund Processing
Approved refunds will be processed back to the original payment method.
Please allow:
3–10 business days for refund processing depending on your payment provider or bank
Shipping costs are generally non-refundable unless required under Australian Consumer Law.
7. Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
Customers are entitled to a replacement or refund for major faults and compensation for any other reasonably foreseeable loss or damage.
8. Contact Us
To request a return or report an issue, please contact:
Aurora Candles
Email: candlesbyaurora1@gmail.com
Phone: 0499813978
FAQS
What are your candles made from?
Our candles are made using a premium coco soy wax blend, combined with high-quality fragrance oils for a clean and long-lasting burn.
Are your candles hand poured?
Yes — every candle is hand poured with care on the Gold Coast, Australia.
Are your candles strongly scented?
Our candles are designed to provide a balanced fragrance experience — noticeable without being overpowering.
Do your candles contain paraffin wax?
No — our candles are made using a coco soy wax blend and do not contain paraffin wax.
How do I get the best burn from my candle?
For the best performance:
Allow the wax to melt evenly across the surface during the first burn
Trim the wick to approximately 5mm before each use
Avoid burning longer than 3–4 hours at a time
Why is my candle tunnelling?
Tunnelling usually happens when the first burn is too short. Allowing the wax to melt fully to the edges helps prevent tunnelling.
Why is there frosting or slight texture changes in the wax?
Natural waxes like coco soy can sometimes develop slight frosting or texture variations. This is completely normal and does not affect candle performance.
Is it normal for candles to vary slightly in appearance?
Yes — because our candles are hand poured in small batches, slight variations may occur and are part of the handmade nature of the product.
Do you ship Australia-wide?
Yes — we ship Australia-wide using Australia Post.
Can I reuse the candle jar?
Yes — once cleaned, our jars can be reused for storage or decor.
Will the scent fill a large room?
Our 400g candles are designed to provide a strong scent throw suitable for most living rooms, bedrooms, and open spaces.
Is it safe to leave my candle burning unattended?
No — never leave a burning candle unattended. Always extinguish candles before leaving the room or going to sleep.
Where should I place my candle while burning?
Place candles on a stable, heat-resistant surface away from drafts, curtains, pets, and children.
Why is my wick mushrooming?
A small amount of carbon buildup can occur naturally. Trimming the wick before each burn helps minimise this.
Is coco soy wax environmentally friendly?
Coco soy wax is generally considered a cleaner-burning alternative to traditional paraffin wax.
What happens if my candle arrives melted?
Minor surface changes can occasionally happen during hot weather and usually do not affect performance. If your candle arrives severely damaged, please contact us with photos.
