FREQUENTLY ASKED QUESTIONS

• $10 flat rate standard delivery, or $16 express postage is available on all Australian orders. For delivery outside of Australia please contact us to arrange.
  

• All orders are processed and shipped within 2 business days of purchasing, excluding NSW public holidays. Some exceptions may apply during promotional or busy holiday periods.
  

• All orders are shipped through Australia post from Newcastle, NSW. Please allow up to 10 business days for your order to arrive. Individual postage times will be calculated at checkout.

SOEUR Collective is not responsible for any deliveries that end up lost or delayed due to incorrect address details proivded by the customer. If you are no home to recieve your parcel it is your responsibility to arrange a re-delivery.

As a homemade product, each SOEUR candle is unique and may vary slightly in colour, texture or scent. This is not a fault and returns will not be accepted on this basis.

You may exchange your purchase for an alternative SOEUR item within 10 days of recieving your order. All exchanges must be in their original packaging and condition.

Exhanged items without this will not be accepted.

Postage to return your order, as well as the cost of re-delivering your alternative piece will be at your own cost.

Please get in touch via our contact page to arrange an exchange.

In the unfortunate event that your package arrives damaged please contact us immediately so we can find a solution for you.

Do not burn for more than 3 hours at a time (1 hour for Mini Bubbles).

Trim wicks to 1cm before burning.

Do not leave candle unattended.

Do not burn near anything that can catch fire.

Keep candle out of the reach of children and pets.

Do not burn too many candles in a small area where air exchange is limited.

Discontinue burning candle when 1.5cm of wax remains.

Do not touch candle while it is burning.

Keep burning candles at least 10cm apart.

Do not extinguish candles with water.

Ensure candle is burning on a non-flamable tray.