WE WOULD LOVE TO HEAR FROM YOU! FOR ALL ENQUIRIES INCLUDING WHOLESALE PRICING PLEASE USE THE FORM BELOW. WE ARE CURRENTLY SHIPPING Australia-wide - as well as TO THE UK AND EUROPE. PLEASE CONTACT US FOR SHIPPING QUOTES TO OTHER REGIONS.
Like us soy wax has a memory! When you light your soy candle for the very first time, it is important to remember to burn your candle until the melted wax reaches the edges of the candle (this may take up to an hour) this will ensure a nice, clean, even burn and will increase the life of your candle. Each time you relight your candle ensure the wax has melted to the edges before extinguishing.
Only burn a candle for a maximum of 4 hours at a time. And discontinue burning when 1/2 an inch of un-melted wax remains at the bottom of the jar.
Keep the wick trimmed to 1/4 inch before relighting as a wick that is too long can result in a build-up of debris in your candle which in turn may cause a fire hazard.
Keep candles away from direct sunlight to preserve their scent.
Never leave a burning candle unattended. Only burn candles on an even stable heat resistant surface away from children and pets, and away from drafts.
Our candles are hand-poured using soy wax which is biodegradable and free from pesticides. Our candles are palm oil-free, contain no genetically modified material or petroleum, and are manufactured using pure soy beans. Pure soy wax candles can sometimes change in colour during burning or can sometimes sweat. This is perfectly normal and will not affect the performance of your candle.
SHIPPING AND RETURNS
We do accept exchanges subject to the conditions below:
Contact us within: 14 days of delivery
Ship items back within: 30 days of delivery
If there has been an error on our part or you have received an incorrect or defective item we will give you a refund or exchange. We accept returns or exchanges for UNUSED, UNLIT candles or melts. If the error was on our part we will send out a replacement. However, for exchanges, the buyer is responsible for shipping both ways. For refunds, the cost of the item will be refunded minus the shipping costs.
We do not accept cancellations
But please contact us if you have any problems with your order.
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, we cannot accept returns for:
Custom or personalised orders
Perishable products (like food or flowers)
Intimate items (for health/hygiene reasons)
Our candles use a mix of non-traditional and traditional scents. They are our artistic interpretations of scents, memories and places, and due to the subjective nature of scent, you may not agree with our interpretation.
If an item breaks during shipping we will replace it, but do require a photograph of the broken item emailed to us first. Please hold on to the broken item while we file an insurance claim. please make sure that the photo includes the packaging, the parcel label clearly showing, the reference number and the damaged item. please see photo below for an example of what we need for the claim.
contact us if you've made a mistake with your order. It's easy for us to fix an address or incorrect item.
Most items are made to order (made with just one set of hands!) so please allow up to 5 business days for your candles to be made and then add an additional 3 - 5 business days for domestic shipping. If we anticipate these times will vary we will let you know around the time of purchase.
We use Sendle to ship our items as they are Australia’s first 100% carbon-neutral delivery service. Domestic delivery costs $9.90 for same city and $14.45 for national (and up to 5kg)
If you need an item rushed, please message us BEFORE you place your order.
International orders may have additional customs fees and/or tariffs depending on your country. You, the buyer, are responsible for paying these costs. If you place a large order, taxes are especially high in the UK, and Germany.
Unfortunately, we do not have any more information than you do (or the tracking indicates) once an item is shipped. If there is a problem with your shipment, please contact your local post office and give them the tracking number.
If an item is marked as "Delivered" and you have not received it, follow these steps:
1) Verify the shipping address is correct and that you have a mailbox with your name on it.
2) Check in with anyone else that might have received the package for you (ie. housemate, family member, neighbour etc).
3) Bring the tracking to your local post office to see if they're holding it or they have any further information.
4) If it has been 21 days after shipment and you've done steps 1-3 send us a message to let us know.
Scents of Saudade is not responsible for stolen packages or any lost items that cannot have the insurance claimed (tracking labels that read "Delivered"). We are also not responsible for errors made by the Post Office. If your item is delayed past its estimated arrival date" we apologise, but it is out of our control.
Please verify that you have the correct mailing address before placing an order. If a customer has entered incorrect information, they are responsible for additional postage to resend it. If an item is returned to us for any other reason it is up to the buyer to repay shipping fees to have it resent. If you choose not to have it resent we can refund you the cost of the items, but not the original shipping fees.
If your purchase is being sent as a gift, no problem! Simply fill in the recipient's address in the Shipping section at checkout. Please let us know in the "comments" section at checkout the name of the gift recipient. Better yet why not purchase a custom embossed gift tag to make your gift that extra bit special!
Our candles are made using full fragrance within the manufacturers recommended safety guidelines. If you’re having a hard time smelling it, simply put it in a smaller room. Or to make sure you're not getting used to the smell you can step outside or shut the door to the room with the candle while you re-expose yourself to the scent.
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