Terms of Service
1. Where are your candles made?
Our candles are hand poured in Melbourne, Australia using natural ingredients.
2. The candle I want is out of stock, what happens now?
Send us an email firstname.lastname@example.org with the candle you’re after and we will be able to give you an estimated arrival time, or suggest something similar.
3. How do I care for my product?
Yes candles need care! All of our candles have care instructions on the base of the glass. Before you burn your candle, trim the wick to at least 4mm and burn for at least 3-4 hours to get an even melt. Then before you burn your candle again, repeat the above process.
4. How much is postage?
Postage for all orders in Australia is a flat rate of $10
5. How soon will you send my order and how long will it take to arrive?
We aim to send all orders within 2 business days, you will receive an email confirmation once your item has been shipped. Standard shipping in Australia allows 2-5 business days. Most items we will ship Express shipping (because we love you) so they will arrive in 1-2 days. However if you have a tight deadline, email us email@example.com and we will jump on it.
6. I’m purchasing the candle as a gift, can you personalise it?
Of course, we can include a personalised note for you just email us firstname.lastname@example.org
7. I entered the wrong address details in the checkout, how can I fix this?
Email email@example.com with your order number and if we haven’t sent it yet we will adjust it for you so it makes it way to you safe and sound.
8. What payment methods do you accept?
We accept payments via PayPal, so all major credit and debit cards (Visa, Mastercard, American Express) or you can login and pay direct with your PayPal account. To find out more about how safe and secure paying with PayPal is head here https://www.paypal.com/au/webapps/mpp/paypal-buyer-protection
9. What is your return/exchange policy?
We will happily exchange your product for another scent if you you’re not 100% happy with it and contact us within 14 days of your order being received. We only offer refunds if your product is damaged or faulty, you will need to email a photo of the damage to firstname.lastname@example.org See the full exchange/return policy in our TERMS & CONDITIONS
10. What if my candle arrives damaged?
If your candle arrives damaged you will need to email us email@example.com within 14 days of receiving your order along with a photo showing the damage so we can review it.
11. Where is your store located?
You’re in it! www.graceandjames.com.au is where we sell our stock, however if you want to sniff before you buy you can head to our stockist page to find a store nearby, or visit our showroom at 9/18-20 Edward Street, Oakleigh VIC 3166. Or sign up to our newsletter to receive all the goss on pop-up shop locations.
Feel free to contact us with your questions any time via email: firstname.lastname@example.org