Shipping and Returns

Shipping & Delivery

Australia Standard Delivery

$12.95 flat rate shipping.

Australia Express Post

Express Post service via Australia Post. Delivery timeframes are estimates only and depend on Australia Post's service availability.

Please check whether your suburb is covered before purchasing:
https://auspost.com.au/sending/send-within-australia/express-post-parcels/express-post-guarantee

International Delivery

International shipping costs are calculated based on the weight of your order. If your country is not available at checkout, please contact us for a shipping quote.

As all Arcandles candles and orgonites are individually handmade and poured, please allow 3–4 business days for your order to be prepared and dispatched.

Estimated delivery times after dispatch are:

Australia: approximately 4–10 business days
Worldwide: approximately 7–25 business days

Please note that delivery timeframes are estimates only and may vary due to circumstances outside our control, including postal delays, weather events, peak holiday periods, customs processing, or carrier delays.

You will receive a shipping confirmation email with tracking details once your order has been dispatched.

Please ensure your shipping address is entered correctly at checkout. Arcandles is not responsible for delays, failed deliveries, or additional postage costs resulting from incorrect or incomplete delivery details provided by the customer.

If your parcel is returned to us as undeliverable due to an incorrect address, failure to collect, or other reasons outside of Arcandles' control, the customer will be responsible for any additional postage costs required for re-delivery.

Once your parcel has been dispatched, delivery is handled by the selected shipping provider. If your parcel is lost or damaged during transit, please contact us and we will assist you with the next steps.

Cancellations, Exchanges & Returns

Order Cancellations

Orders may only be cancelled if they have not yet been dispatched.

Once an order has been dispatched, it cannot be cancelled as it has already entered the delivery process.

Change of Mind Returns

If you have changed your mind, returns (for a refund) and exchanges may be accepted within 14 days of receiving your order.

To be eligible for a change-of-mind return:

Items must be unused and in their original, resellable condition.
Items must be returned in their original packaging.
All accessories, packaging and promotional items included with the order must be returned.

For hygiene reasons, opened or used body products, bath products, skincare products, earrings and other personal-use items cannot be returned for change-of-mind reasons.

Return and exchange shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as Arcandles cannot be responsible for returned parcels that are lost or damaged during transit.

Once the returned item has been received and inspected, your refund will be processed. Items returned used, damaged, incomplete, or not in their original saleable condition will not be eligible for a refund. Arcandles reserves the right to assess the condition of returned items before approving any refund.

Approved change-of-mind refunds will be issued to the original payment method used for the purchase.

Please note that some payment providers and Buy Now Pay Later services may charge transaction fees that are not refunded to merchants when a refund is processed. Where applicable, any non-refundable payment processing fees charged to Arcandles by the payment provider may be deducted from the refund amount.

This applies only to change-of-mind returns and does not affect your rights under Australian Consumer Law.

Sale Items, Gift Cards & Custom Orders

Sale items and gift cards are not eligible for change-of-mind refunds or exchanges unless required under Australian Consumer Law.

Custom-made orgonites and personalised products are not eligible for change-of-mind returns or refunds unless required under Australian Consumer Law.

As crystals are natural products, each piece is unique. Variations in colour, shape, size, patterns and inclusions are natural characteristics of crystals and are not considered faults. Product images are provided as a guide only, and the actual crystal may vary from the image shown.

Incorrect, Faulty or Damaged Items

We carefully inspect and package every Arcandles order before dispatch. However, if your order arrives damaged, faulty, or you have received an incorrect item, please contact us within 48 hours of receiving your parcel by emailing:

info@arcandles.com.au

Please include:

Your order number.
A description of the issue.
Clear photographs showing:
- The damaged, faulty or incorrect product.
- The original packaging, including protective materials.
- The shipping label.

These photos help us assess the issue and, where applicable, assist with any courier or Australia Post claim.

For parcels delivered via Australia Post, we may require additional information or ask you to assist with the claims process.

In some cases, we may request the damaged product be returned for quality inspection.

If the issue is confirmed, Arcandles will provide an appropriate remedy, which may include:

Replacement of the item (where available).
An alternative product.
A refund where applicable.

Approved refunds will be processed to the original payment method within 2 business days after approval. Please allow an additional 5–7 business days for the refund to appear in your account, depending on your bank or payment provider.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

If a product has a major fault, is not of acceptable quality, is significantly different from its description, or does not perform as expected, you may be entitled to a repair, replacement or refund in accordance with your consumer rights.

Contact Us

For any questions regarding shipping, returns, exchanges or refunds, please contact:

Email: info@arcandles.com.au