Shipping and Returns

The Candle Library is located at:

3/1 Acacia Street
Byron Bay
NSW 2481

AUSTRALIA

We currently offer shipping Australia Wide.

 

Australian Orders

Depending on the size of item(s) purchased, orders within Australia are shipped via Australia Post Express Parcel or Fastway Couriers. Orders within Australia should arrive within 3 – 5 business days after shipping date. We offer a flat shipping rate of $10 Australia wide*. (* For all states excluding WA. The shipping cost to WA is a flat rate of $15.)

You will receive all relevant tracking information once we have shipped your purchase.

International orders

For all international orders please contact us on sales@thecandlelibrary.com for shipping information and for a quote. You will receive all relevant tracking information once we have shipped your purchase.

Returns Shipping Policy 

It is okay to change your mind, so you may return most items in new and unused condition, with original packaging within 14 days of delivery for a store credit. Be sure to contact us within 7 days of receiving your order. If you need to return an item, please email sales@thecandlelibrary.com and we will organise with you the return of the item, and notify you of your refund once we have received and processed the returned item. Shipping in this case is the customer’s responsibility.

Sale items and some specials items are final sale and will be marked as such.

If a package is damaged in transit please photograph package and contents if possible and notify us immediately at sales@thecandlelibrary.com so we can follow up with the shipping carrier. All damages must be reported within 3 days of delivery, otherwise we are unable to assist after this. 

Subscription Shipping and Returns

Candles purchased on a subscription basis will be shipped within the first 5 business days of every calendar month. If you purchase a subscription after the first five business days of the current month, your product will be shipped within the first five business days of the following month.

Subscription candles are sent on a 'surprise' basis where customers do not know which candle they will receive each month. Customers cannot select their subscription products. This is up to the discretion of The Candle Library. Shipping for subscriptions products is absorbed into the cost of the subscriptions and will not be charged as an additional cost.

Exchanges will be accepted if the item is faulty or damaged in transit. If a package is damaged in transit please photograph package and contents if possible and notify us immediately at sales@thecandlelibrary.com so we can follow up with the shipping carrier. All damages must be reported within 3 days of delivery, otherwise we are unable to assist after this. If the item is faulty or damaged, replacement of the same subscription candle will be shipped once your return is received and inspected. We will send you an email to notify you that we have received your returned item and resend your subscription item. We will also notify you of the approval or rejection of your return.  

It is okay if you don't like the subscription candle we send you. You may return a subscription candle in new and unused condition, with original packaging within 14 days of delivery for a replacement of a different subscription product of equal value. Be sure to contact us within 7 days of receiving your order. If you need to return a subscription item in exchange for a different item of equal value, please email sales@thecandlelibrary.com and we will organise with you. Shipping of the return and replacement candle in this case is the customer’s responsibility.

Refunds

You should expect to receive your refund within 10 days of giving your package to the return shipper. In most cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper, the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request.

Store credit

Store credit must be used within 60 days.

Payment Options

We accept payment via Pay Pal and eWay. Orders will be dispatched once payment has been confirmed. 

Privacy

The Candle Library does not receive any of your credit card details when you pay through Paypal, Braintree or eWay.  Any personal details we do get from you (name, address, telephone or email address) will not be disclosed or used for any other secondary purposes.

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