Shipping & Returns

Express shipping

We offer the express and secure shipping within 2-5 business days from the date of dispatch carried by Australia Post.

Enjoy complimentary delivery on orders over $99 AUD.

$8.99 delivery fee per order for purchases under $99 AUD.

Delivery times (from the date of dispatch):

  • Metro: 2-3 business days
  • Regional: 3-5 business days
  • Remote: 5-10 business days

Only deliver to addresses within Australia wide, we are unable to deliver to certain addresses, including but not limited to P.O. Box addresses, parcel lockers, overseas addresses, hotels or prisons.

 

Processing

Candle Orders:

We aim to process and dispatch candle orders within 3-5 business days from the order being placed, except for custom and bulk candle orders.

Custom & Bulk Candle Orders:

We cannot guarantee a processing time for custom and bulk orders, it is on a case-by-case basis. Please send a request on Custom Order page or via customerservice@24handiwork.com.au, and we will communicate with you directly to fulfill your requirement.

Please contact us for a bulk order at least 3 weeks prior to your expected receiving date, so that we can have enough time to prepare your order and meet your expectation. If you want your order to be delivered within 3 weeks, please ask us for the feasibility before making the order.

Fabric Mist & Jewellery Orders:

We endeavour to dispatch fabric mist and jewellery orders within 1-2 business days from the date of order being placed.

*Note: Business days do not count Saturdays, Sundays and any Public Holidays.

During peak periods (such as sales, public holidays or the day after public holidays), processing and delivery time may be longer.

 

Cancellation of orders

Due to the customization and processing time of candles, any Candle, Custom and Bulk orders cannot be cancelled at any time once you make the payment.

Other orders can be cancelled for free at any time before the products being dispatch. You must confirm with us whether your order can be cancelled. In order to cancel the orders, you can simply use Contact Us page, email or Instagram to notify us.

If the order has been dispatched, we will incur the delivery fee for returning products in unused and undamaged condition. Please see the details listed in Change of Mind Return and Exchange section on Shipping & Returns page.

 

Return & Exchange Policy

Change of mind return and exchange

If your new purchase is not suitable, we offer the change of mind return and exchange within 30 days of delivery.

Unfortunately, we do not accept change of mind return on following products:

  • candles;

  • fabric mists;

  • earrings;

  • custom order items.

Conditions of return and refund:

  • Items must be returned within 30 days from the date of delivery;
  • You must have proof of purchase;
  • Items must be in their original re-saleable condition (unused and undamaged with all original packaging, determination of original resaleable condition is at the sole discretion of 24 Handiwork Studio);
  • If returned items are used or damaged, we will charge on you for the deduction of value of the product;
  • Candles, fabric mists, earrings and any custom order items cannot be returned for change of mind reasons;
  • You will be responsible for the post and shipping costs at $9.99 to return your products;
  • You may be asked to provide personal information for return or exchange for verification purposes;
  • You must contact us before returning your products on the Contact Us page or email us via customerservice@24handiwork.com.au.


Please allow approximately 5-10 business days for returning. Once we receive the return, it takes approximately 3-5 business days to validate your returned products and process an exchange or refund.

You are responsible for any loss or damage to the products being returned until it is delivered to us, and we will not refund or reimburse any delivery costs incurred by you, unless the product is default or being sent incorrectly.

 

Faulty and incorrectly sent items return and exchange

If you believe the product you have purchased is faulty or being sent to you incorrectly, please contact us via the email customerservice@24handiwork.com.au within a reasonable time.

You need to provide us:

  • your personal information;
  • original order details;
  • a brief explanation for return; and
  • photo proof of the faulty or incorrectly sent items.

Our candle products are all uniquely handmade and we do our best to make each item looking as same as the images shown on this website. Please be aware that candles in the following situations cannot be returned as a faulty item:

  • Some minor differences and imperfections on the surface are expected due to manual production process.
  • The reproduction of colours is as accurate as the photographic and production process will reasonably allow, and therefore not deemed as a fault.
  • Frosting, wet pots or patches are the common characteristics of pure natural wax. They do not affect the scent throw or burn quality of our candles.

Any delivery costs on these returns are our responsibility.

 

Refund Policy

You are entitled to a refund for products you purchased on our website if the item is:

  • faulty or incorrectly sent, and the fault or defect was not pointed to you before your purchase;
  • not in a merchantable quality, which means the quality of product is not what you reasonably expected when you purchased it;
  • not fit its purpose, that the product do not what do what you reasonably expected it would, and you return it within a reasonable time with proof of purchase;

If you do not return the product within a reasonable time, you will not be entitled to a refund of the purchase price and original delivery fee is not refundable except for faulty or incorrectly sent items.

All returned products are subject to inspection and validation. If the product is in a used or damaged condition, we may deduct from any refund due to you (or otherwise seek to recover from you) an amount equivalent to the reduction in value of the products, which might be 100% of the purchase price.

We endeavour to process the refund within 3-5 business days of receiving the returned products. We normally refund you the same way that you initially paid for your purchase. Refunds will only be made to the debit/credit card or finance account used for the original purchase, so please be aware of this if you intend to refund a product given to you as a gift.