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FAQ

Below are some common concerns of our clients before purchasing our products, if you have other questions, please just send it to jules@customcandlesgoldcoast.com.au

What type of wax do you use?

We carefully create our candles using the highest quality soy wax and ethically sourced palm wax available in Australia.

Are the fragrances non-toxic

Our fragrance oils are non-toxic cosmetic grade fragrance oils and are selected for maximum scent throw.

What type of wicks do you use?

We use only lead free cotton wicks in our candles. With regular trimming between burns, you should not get any smoke coming off the wicks or soot marks around the edge of your glassware/containers.

What are the blemishes that appear on my candle?

As our candles are hand poured using natural waxes, they may have small imperfections making each one unique. Any frosting or non-adherence to the glass will quickly disappear when the wax is melted and will not affect the performance of your candle in any way.

How long will my order take to be delivered?

We make all our products to order to ensure you get the very best. Turn around time is typically 1-2 weeks. This allows us to make your product, have it set/cure then arrange for delivery. We thank you for your patience in this regard. If there is any delay in getting your order to you, we will contact you personally to keep you informed of it’s progress.

I have not received my order, what can I do?

We endeavour to provide you with a consignment note number when your order sent. Please check with the courier company in the first instance. If you have no luck tracking your order, please feel free to email: jules@customcandlesgoldcoast.com.au or phone: 0459 140 209 during business hours and we can track it for you. Be sure to have your order number on hand when we speak to you.

What happens if my order arrives damaged or I receive the wrong product?

We undertake to replace any product delivered to you that is faulty, damaged or sent in error. If you wish to return these products/items, you must notify us via email: jules@customcandlesgoldcoast.com.au and provide photographic evidence within seven (7) days. We shall advise what steps to take to return such items/products for replacement. Please choose your items carefully as we do not refund or exchange for incorrect product choice.