Shipping policy
POSTAGE
Soy Melts Candles ships orders within Australia via Australia Post.
All of our products are hand poured right here in Sydney, Australia. Please see head to our Shipping & FAQs page for more information https://www.soymeltscandles.com.au/pages/shipping-faqs
Once your order has been shipped, Soy Melts Candles cannot accept responsibility for loss or any damage to your package. Please note that Soy Melts Candles cannot be held responsible for postage delays that occur after your order has left our care.
Shipping includes careful packaging of delicate items and delivery through Australia Post. Prices are determined by a flat rate fee unless stated otherwise by Soy Melts Candles. Please note that all packages will be left in a safe place determined by the delivery driver if no specific delivery instructions have been provided by you.
Once your order has been shipped, Soy Melts Candles cannot accept responsibility for loss or any damage to your package.
COURIER
If you encounter any issues with the service provided by our courier service, including non-delivery of a parcel or if any part of your order is damaged during transit, you can contact them directly https://auspost.com.au/help-and-support
A tracking number will be sent to you via email. You can use this number to lodge an enquiry with the courier to locate your missing parcel.
If any item in your parcel was damaged during postage and you would like to submit a claim for compensation, we recommend doing so within a 48-hour period after receiving your order. Please also notify us of the claim so that we can contact you with any communication Australia Post provides us regarding your order. You can contact us via email at help@soymeltscandles.com.au or send us a DM on Instagram. Kindly include photographs of the damaged item in its original packaging and details of your claim with Australia Post.
While Soy Melts Candles cannot take any responsibility for lost or damaged mail once it has left our care, we are here to help. If you require any assistance with any of the above, please do not hesitate to get in touch with us.