Frequently Asked Questions
Order Information
Ordering online could not be easier at Cool Candles.
- Just select and add your items into your shopping cart.
- Review the items in your Shopping cart.
- Place your shipping delivery details and preferences.
- Select your payment method, then confirm your order.
- Finally print your order confirmation number.
We accept the following payment methods:
- Major credit cards: Visa, Mastercard.
- PayPal
- Afterpay
- Zip Pay
- Online Funds Transfer.
These payment options are available on your cart page. Simply select and and confirm by clicking on the check-out b
Once you have checked all your details and place your order, you will receive a order confirmation email outlining your order items, customer details, shipping details and order number within 24 hours or sooner.
To place your order by phone, please call the Cool Candles Customer Service on 02 4229 3668 between the hours of 9:00 am – 5:00 pm (Monday – Friday). We can then assist and place your order directly.
Shipping Information
Goods are usually shipped within two working days of payment being received. Goods are sent with Couriers, or with Australia Post. We provide delivery estimates to your location when you select shipping at the cart. Please note that these are estimates only and can vary due to circumstances beyond our control.
We ship all orders Mon – Fri. All in-stock orders, placed before 1pm weekdays (NSW time) will be shipped out same day. Orders are not shipped on public holidays. If you place an order over a weekend or public holiday, it will be shipped out on the next available business day.
My Order Information
We will provide you with a freight tracking number via email upon dispatch of your order. You can use this tracking number to follow the progress of your order delivery by entering it into the relevant freight company website. Registered customers will also be able to locate these details from within their account area once dispatch has been confirmed.
All sales tax (GST) is estimated at the time the product is purchased. We are required by law to collect sales tax for deliveries to all states in Australia. We will automatically calculate the 10% GST tax rate according to the shipping address.
We are confident that our products are of the highest quality. However, if you are not satisfied with the product, we will gladly exchange it or refund the product purchase cost (excludes shipment costs up and back).
No goods are to be returned without prior agreement from our office as to the best shipping option, and all shipment costs are to be carried by the customer.
To arrange a return, please e-mail us within 7 days of receipt of goods. Returns must be very well packaged with all gift boxes intact and undamaged. Returned products must be in their original condition; worn or damaged products can not be accepted for return or credit.
Items bought on special during periodic sales do not fall under this Return Policy.
