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Shipping & Returns

Methods of Payment

Paypal

  • Visa, Master Card
  • No Paypal account required
  • Very easy to use, instant payment

Direct Bank Deposit

  • Bank account details given once order is complete
  • Orders not packed until funds are clear

Cheque

  • Made out to Annies Custom Candles
  • Can be deposited into our bank account, sent to us or given to us
  • Orders not packed until funds are clear

Money Order

  • Made out to Annies Custom Candles
  • Can be sent to us or given to us
  • Orders not packed until we have money order

Payment On Delivery

  • within 15kms of Maitland NSW
  • Cash or Money Order accepted
  • We will contact you once your order is complete

Payment on Pick Up

  • Pick Up order from us in Aberglasslyn
  • Cash or Money Order accepted
  • We will contact you once your order is complete

Account

  • For Account Holders only
  • Terms and Conditions apply
  • Contact us if you wish to become an Account Holder

Credit Card Charges

Your credit card will be charged when you place your order. If we are not able to fulfill your order for any reason your credit card will be refunded.

Shipping Policy

Turnaround

All orders, when items are in stock, are shipped within 48 hours Monday - Friday 8am - 5pm. If a candle is not in stock, please allow an extra 48 hours for pouring and setting. We will be in contact with you if there is a delay.

Shipping

The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to.

Fastway Couriers

  • If your order contains glass products we prefer that you use this option.
  • Costs are calculated as per current Fastway Courier website calculator rates plus handling fee

Australia Post

  • Items will be packaged in post packs or parcels and sent via normal Post.
  • Costs are calculated as per current Australia Post website calculator rates plus handling fee

Delivery by Annies Custom Candles

  • Only available within 15kms of Maitland NSW
  • We will contact you once your order is complete to organise a time with you
  • Deliveries only made on Tuesdays and Wednesdays during business hours
  • At times this service may be unavailable but we will do our best to get the items to you

Pick Up of Purchase

  • We are located in Aberglasslyn (Rutherford/Maitland area) and my husband works in Cardiff (Newcastle)
  • If this option is selected, we will contact you once your order is complete to organise a time with you

Back Orders

  • If an item goes on back order we will ship you the part of your order that is in stock
  • When the item becomes available we will ship you the rest of your order
  • You will not be charged any additional shipping and handling for the second shipment

Returns, Refunds and Exchanges Policy

All of our candles are all hand poured so there may be some visual imperfections but this does not affect the burn or burn time of the candle. All candles that are sold are visually inspected by us before they are sent to make sure that you get the maxmium enjoyment from burning our candles. We also try our best to make sure that all purchases are packed appropriately before they are sent but there are times something may be damaged by one of our postage suppliers. Please keep this in mind before contacting us for a refund or exchange.

How To Return An Item

Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. You must contact us within 7 days of your purchase.

1. Please email info@anniescustomcandles.com.au with photographs to request a refund.

2. If we agree to a refund, mail your returned item.

3. Include in your package a signed letter stating the reason for your return and the original receipt.

Return Exceptions

Candles that have been lit, used, or altered will not be accepted for return or exchange.

Remember, all of our candles are all hand poured so there may be some visual imperfections and we will not accept visual imperfection as a reason for return or exchange.

Restocking Fee

All items are subject to a 10% restocking fee, this will be deducted from your refund. We also do not refund the original shipping and handling that you paid on the order.

Exchanges

Sorry, we do not offer exchanges, so please choose carefully.




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