Fragrance oil - Hot Jam Donut

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Ex: Shipping and return policies, size guides, and other common questions.

Shipping Costs and Delivery Times

Once an order is processed, we will dispatch within three business days*

Orders placed Friday through to Sunday will be dispatched from Monday.

*During sales, post container arrival and seasonal periods where a higher volume of orders is expected, please allow up to 5 business days from date of purchase for your order to be dispatched.

We are located in Croydon, Victoria. We use TNT, TOLL or Australia Post depending on the location. Orders are collected every afternoon, Monday to Friday at 2.30pm.

Once fulfilled, you will receive an email confirming its dispatch with a tracking ID so you can follow it the entire journey. 

How much does it cost?

Cost will vary depending on the size of your order and your location. Shipping costs and carriers available are displayed at the checkout page.

When will it arrive? 

• Melbourne - 1-2 Business Days
• Rest of Victoria - 1-2 Business Days
• NSW/ACT - 2-3 Business Days
• SA - 2-3 Business Days
• TAS - 4-5 Business Days
• QLD - 5-7 Business Days
• WA - 7 Business Days
• NT - 7 Business Days
• Regional - 4-10 Business Days

If you order hasn't arrived within this time frame, please contact us so we can chase it up for you. 

Please note, during the seasonal period (Oct-Dec) postage lead times will vary. We recommend checking the logistics carrier website for expected timeframes. 

TNT and TOLL Road Express Carriers - Orders deemed as heavy cargo (in excess of 29kg) with a residential address will automatically be sent with TOLL Road Express. Orders with a commercial address or preferred depot collection will be sent with TNT Road Express. 

Orders under the 29kg will be sent via the best carrier option between TNT Road Express & TOLL Road Express. 

You can view local depots near your address via the below link: 

https://www.tnt.com/express/en_au/site/support/tnt-locations-australia.html

*TNT Overnight Express orders will be shipped same business day, if order is received before 12.00pm and has no payment restrictions. 

Local Delivery

Our Local Delivery service is available for purchases over $199 within a certain kilometre radius from our Warehouse. Local delivery orders are dispatched once a week and is determined by our courier availability. Should you have an urgent order, we recommend using a paid service for the order to be shipped via the selected logistics provider. 

Strictly no returns on fragrance oils. To adhere to quality control measures and compliance we can not accept returns of fragrance products. We recommend sampling in smaller amounts for first orders.

We are very confident in the quality of our products.  If for any reason you feel the quality of the products does not align with what is presented online, we ask that you do these following steps to enable a refund:

1. Notify us within 14 days of your delivery that you will like a refund. Any feedback during this time would be appreciated.
2. We'll send you a return shipping label and you can book in a pick-up address and time that suits you.
3. Upon inspection of the goods returned, if they are in the same condition as to how they were sent*, we will issue a refund to you. If goods are damaged during return transit, the value of these items will be deducted from the refund.

*’Same condition to how they were sent’ simply means – no damaged labels, products stored in appropriate temperature conditions (not in a freezer or in direct sunlight or in damp conditions). 

Please note: Strictly no returns on fragrance oils or Bases. To adhere to quality control measures and compliance we can not accept returns of fragrance products. We recommend sampling in smaller amounts for first orders.

Change of mind requests will be managed on a case by case basis. We understand changes in situation occur, however there are costs associated with returning purchased goods that will require a fee to cover the resources allocated to co-ordinate the returned goods. Change of mind requests will be at the discretion and decided by Pure Candle Supplies.

Refunds and Replacement Policy:

If your goods are damaged or defective in any way on delivery, please contact us at hello@purecandlesupplies.com.au as soon as possible to arrange a suitable remedy, such as return, exchange or refund.

Please note that you are required to inform us of any fault with the goods in the period from delivery until the fault or problem would reasonably be expected to appear. Based on the nature of our products, we estimate this period to be approximately 48 hours within receiving delivery.

If glassware is damaged during transit we will provide a refund or credit note if a general shipping carrier (Aus Post or TNT Express) is selected as the shipping option.

We will provide the customer a choice of a refund, and/or the damaged goods being re-sent if ‘’TNT Sensitive Express’’ is selected as the carrier option. This is the recommended glassware option as the goods are manually handled vs a conveyor belt system.

RTS Policy:

Any deliveries that are not signed for and are returned to our warehouse will occur a RTS charge for the return freight and any re-stocking charges, which include stock that may incur damages during return transport.

Any orders which require to be re-shipped again to the customer after being returned to us, the customer will need to approve a new freight quote prior to re-sending the goods.

Order Cancellations: 

If you have placed an order and no longer require the stock, please contact Pure Candle Supplies via phone (03) 9730 2213 or email hello@purecandlesupplies.com.au with your order number and cancellation request. Any cancelled orders paid via Afterpay will incur a 6% service fee.