SHIPPING & RETURNS
Pack & Ship from Canberra Australia
*Please check your address carefully before placing the order, a re-delivery fee will be charged if the parcel returned because of the wrong address details.*
AUSTRALIA/ NEW ZEALAND
FREE SHIPPING for order(s) over $50 or Flat rate Shipping $8.5
Dispatch Time: 1-3 business day(s)
Shipping Time: 2-3 business days
(non-metro areas 4-7 business days)
Dispatch Time: 3-5 business days
Shipping Time: 3-5 business days
We use Australia Post or Sendle as our main shipping service provider. All parcels will be marked as ATL- "Authority to leave". If you require a signature on delivery or have other specific delivery instructions, please include this in the message box upon checkout (Add A Note Section) or you can send an email right after purchase.
We are not responsible for parcels that are damaged or lost during transit due to the fault of Australia Post or any other Delivery carrier.
China & Malaysia
FREE SHIPPING for order(s) over $50 or Flat rate Shipping $8.5 AUD
Rest of The World
FREE SHIPPING for order(s) over $100 or Flat rate Shipping $20 AUD
No P.O. Boxes accepted. Please provide residential or business addresses only.
Dispatch Time: 3-4 business days
Asia & Western Europe 7-15 business days
North and South America 7-12 business days
Rest of World 8-14 business days
- Please note International shipping will be sent via AUSPOST, Courier Please, or TNT.
- There may be Taxes or Duties applied by customs towards your order when, or after delivery is made. These charges are not inclusive of the original shipping charge, and are unable to be paid for, or reimbursed by Sokäch Candle. Customers are responsible for paying any additional customs or duties charges that may be incurred on orders. If you are unsure of the charges and whether you will be affected, please contact your local customs office. Sokäch Candle will make every effort to deliver on time. However, we shall not be held liable for delay or lost shipment.
Note: Customers are responsible for paying any freight charges incurred by refused shipment and unclaimed goods. Customers are responsible to have someone at the delivery address to sign for and accept the delivery. The cost for re-delivery attempts will be passed to the customers if the delivery address is unattended at the time of delivery, or if incorrect details are provided during the checkout process. When your order is shipped you will be sent an email confirmation which will include an order number and must be used when enquiring about your order. For any other countries, please email and we will do our best to arrange delivery for you.
What Happens If I Change My Mind?
Please choose carefully as exchanges or refunds would not be provided on personalized products where you have simply changed your mind or made a wrong selection. The decision to offer a change of mind exchange or refund will be made at our sole discretion.
My Product Is Faulty, What Will You Do?
We take the quality supply of our products to you seriously. Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If the products you receive are damaged or fail to be of acceptable quality, you are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you think that there is a defect with the products you have received, please let us know within 2 days of receipt by contacting us at firstname.lastname@example.org. Please include as many details as possible about the order and the problem with the products, including images of the defects.
In all other circumstances other than those imposed under Australian Consumer Law, we are not obliged to refund you for unwanted or unused products.
How Do I Return Faulty Products?
Please ensure you pack the products well to prevent any further damage to the products or packaging. Use a reputable postal service and send your faulty products to our provided address.
How Long Will It Take To Process My Refund?
For faulty products returned via post, these typically take about 5-7 business days to be received and processed at our warehouse. Once your return has been received at our warehouse, it will be assessed within 48 hours and we will contact you in writing to advise whether we will replace or refund you for your defective products.