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Frequently Asked Questions

Contact Us

The best way to be in contact with us is via email at kaylascandleco@gmail.com

Please allow up to 2 business days for a response.

 

You can also find us active on our Instagram page @kaylas_candle_co and over at Facebook.

Local Pickup

Local pickup is offered from our address in Cranbourne, Victoria. This option is free and can be selected at checkout. Please keep in mind that orders take typically 2-5  business days to be processed before your order will be ready for collection. Last minute orders can be accommodated for if you contact us prior to placing your order.
 
Please do not select Local Pickup if you do not plan on collecting your order. An invoice for postage will be provided for those who do not collect or plan to collect their items.

Pickup colletion is monitored daily and so orders can be picked up every day of the week. If you can't make it or are running late, do not worry. Just let us know when it suits you after receiving your notification your order is ready.

Refunds

Once you have received your tracking number, we cannot refund your order due to change of mind or a 'mistake'.
 
Refunds or replacements are offered for items that arrive damaged, broken or are not what was ordered. You may be required to provide photos and other evidence to show why a refund is needed. If your items have been 'lost' in transit, please direct enquiries to Australia Post and contact us if further help is required.
 
Please understand this as we are a small business trying to provide the best service possible and cannot accept refunds for unfair reasoning.

Rewards

Simply click on the shopping bag icon at the bottom left of your screen and create an account.

Simply create an account and start earning points towards your next voucher- an AMAZING way to save on your next purchase!

$1= 1 point, 100 points = $10 voucher and 200 points = 15% off your entire order! Save them or spend as you earn, up to you! Earn 25 points when you sign up and 50 when you celebrate a birthday!

Shipping

Orders are processed within 2-5 business days of being received and sent from Cranbourne, VIC 3977. After this processing time, any queries regarding arrival should be directed to Australia Post. Once you are provided with a tracking number, it is out of our hands.
 
Standard $12: 2-7 Business Days*
Express $16: 1-2 Business Days*
 
 
Please order ahead of time if needed for a special occasion or be in contact with us and we will try our best to accommodate within your time frame. 
 
*Australia Post guide for delivery is subject to change unexpectedly and without notice. Please order ahead of time during busy periods such as public holidays and in the lead up to Christmas.

All orders are shipped with Australia Post and a tracking number is issued. You must provide a secure address as the courier will safe drop your parcel if you are not at home.

Wholesale

Yes!

We wholesale our products to multiple businesses Australia wide! We offer both stock label and private labelling options.

Please send us an email if you are interested stocking our products in your business and we can send you through our wholesale catalogue with all the information surrounding pricing and product availability.