Frequently Asked Questions
ABOUT OUR PRODUCTS
Where are your products made?
All our brands are manufactured in Australia by Australian owned companies
What is the difference between Fragrance & Essential Oils?
True essential oils are completely botanically derived, meaning the oil is extracted from plant matter using methods such as cold press or steam distillation. Essential oils are traditionally used for their benefits & scent. Essential oils are most commonly used in aromatherapy, oil burners, bath, massage and body care.
Fragrances are synthetically made using a combination of synthetic and natural components. This allows for the creation of far more complex and stable scents. Fragrance oils can be formulated to create scents that cannot be derived naturally, such as 'Seabreeze', 'Pear' and complex perfumes. Fragrance oils are more commonly used in candles, reed diffusers, incense and perfumes.
What quality are your essential oils?
Our essential oils are of the highest quality available and have been stringently tested and certified as 100% pure, natural and true to botanical. Each essential oil is tested via gas chromatography, optical rotation, refractive index, specific gravity, colour & odour profile. This ensures that each oil is pure and free from adulteration.
We also offer a range of Certified Organic essential oils. These essential oils are grown and processed without the use of synthetic pesticides, herbicides, or GMOs.
Can your essential oils be taken internally?
While all of our essential oils are 100% pure and many of our oils do meet FEMA food grade standards, we are unable to advise essential oils to be taken internally unless under the consultation of a health professional or aromatherapist. This is due to strict TGA regulations in Australia that we must abide by.
Are your essential oils Therapeutic-Grade?
The term 'Therapeutic-Grade' is somewhat misleading as there is actually no government agency or independent organisation that provide a standardized grading system for essential oils. While there are some other companies that make these grading claims, this is nothing more than a registered marketing term.
What are Pillar Candles made from?Our pillar candles are made from highly refined paraffin wax blended with vegetable waxes, creating bold and beautiful candle range using exotic and delicious fragrances. The wicks are all cotton, or cotton with a paper core and contain no lead, creating the best possible burn.
Do you test on animals?
None of our suppliers’ products are tested on animals and are accredited by PETA (People for the Ethical Treatment of Animals) and CCF (Choose Cruelty Free). This certification also ensures that our suppliers of raw material do not test on animals.
ABOUT OUR GIFT CERTIFICATES
How can I purchase a gift certificate?
Gift certificates can be purchased by emailing or phoning the friendly team at Candle Scents Echuca. The Certificate purchaser or recipient receive their gift in the mail within 5 working days of order and payment.
How do I redeem a gift certificate?
If the total amount of the gift certificate is not applied with the first purchase, the amount remaining is recorded upon order confirmation, and the certificate number can be used again.
Is there an expiration date for gift certificates?
Gift certificates expire after 12 months from the date of issue.
What if I lose the details of a gift certificate?
Please treat gift certificates like cash, as there are non-transferable and non-refundable. If you lose the details of a gift certificate, we may be able to reissue you with the certificate number. Please email us at firstname.lastname@example.org with your details and we will get back to you as soon as possible.
ABOUT ORDERING OUR PRODUCTS
How do I place my order?
We have made our order purchasing easy for you.
- Browse the website and add any items you wish to purchase by specifying the quantity and clicking Add to Cart
- After you have added the last item you wish to purchase to your shopping cart, click View Cart to proceed to Checkout
- Log in to your existing account or create a new account
- Enter the shipping address
- Select the shipping method to be used to delivery your order
- Enter the payment type
- Enter the credit card details if you are paying by MasterCard or Visa
- Review the order details and click Submit Order.
- If you are paying using your PayPal account, log into your account, ensure the order details are correct and submit the payment
Can I order over the phone?
Yes. Simply give us a call on 03 5482 6222 and one of our friendly staff will assist with your order.
Do you accept interstate orders?
Yes, we ship Australia wide.
Do you accept returns?
If an item is faulty or has been damaged in shipping please contact us immediately so we can resolve the issue. Claims for faulty or damaged goods must be made with 7 days of receipt. We do not accept returns or offer refunds for a change of mind.
We ensure your product(s) is cushioned with bubble wrap to ensure limited movement and safety in transit. The item is placed in a sturdy mailing box, closed with heavy duty packaging tape and addressed correctly.
When will my order arrive?We offer you either Standard or Express Post options. Depending on your location, most deliveries will be received in 4 days for Standard delivery and overnight for Express delivery. For more remote areas, please allow additional delivery time. To check your delivery area, please go to Australia Post website: AusPost.com.au | AusPost Express Post | Next Business Day Delivery
If you haven't received your order within the expected time-frame, please contact us at email@example.com or call 03 5482 6222 and we will perform a track & trace.
ABOUT PAYING FOR YOUR PRODUCTS
How can I pay for my products?
We accept MasterCard, Visa and PayPal and Direct Deposit. If paying by direct deposit, please pay using the deposit details shown on the website. Shipment will be held until payment has be cleared which can take 2-3 days from the time you pay.
How do I pay with PayPal?
You will be transferred directly to your PayPal account once your order details are confirmed. PayPal payments can be in the form of credit cards, your PayPal account balance or a bank account linked directly to your PayPal account.
When is my credit card charged?
When you place an order using a credit card, the total dollar amount is authorised by your credit card company at the time of your purchase. Once this amount is authorised, your credit card will be debited the total amount of the order and the funds held in a secure authorised funds account. The order is then processed and fully billed when it is shipped from our warehouse. At this point, the funds held in the authorised funds account are transferred to our merchant account.
If you place an order and change your mind before the order is shipped, the order can be cancelled, and the funds held in the authorised funds account will automatically expire after 7 days and be refunded to your credit card. This is standard practice for most online retailers.
If your credit card is declined when placing an order, then your order is automatically cancelled.
How much will my shipping cost?
Your shipping is based on weight of the products and our costs are the fees charged by Australia Post. Each product has been weighed individually and once you finalise your order the weight is tallied and combined. Postage weight is based on Australia Post increments of 0 – 0.5kg; 0.5 – 1.0kg; 1.0kg – 3.0kg and 3.0kg – 5.0kg.
Can I get Extra Cover for my very breakable product?
If you would like extra peace of mind when purchasing an item, you can add Australia Post Extra Cover. It provides loss or damage cover up to the specified value of your item (from $100 up to $5,000) while it’s being carried by Australia Post. Talk to our friendly Candle Scents Echuca team if you have any concerns about postage damage or loss.