All the answers are right here…
As a trusted and well established e-commerce company we work hard to help you feel confident about ordering online with us. We understand that you’ve probably got some questions so we’ve compiled all the answers for you right here; in one easy to reach place.
Sample Room Information
Our Sample Room is open 9am – 2pm weekdays where you can indulge your senses and smell our entire range of fragrances. You can also see samples of our glassware, lids, and most other products.
By cutting out the cost of a retail store, re-seller margins and high administration costs we can keep prices down. We work hard to bring you an outstanding online experience, from in-depth information on our website to enable you to make an informed purchase, right through to leading “back-end” systems that ensure speedy delivery of your goods.
Can I purchase goods on the spot?
We are a dedicated online business with a small hard working team of four so we are unable to offer on the spot purchases. However, you’re welcome to place your order in our Sample Room using our PC, please note all payments need to be made online.
Once the order is placed and payment has cleared, you will receive an order confirmation and be informed when your order is ready to collect, or if you choose to have your order delivered, courier tracking will be provided upon dispatch.
Pickup times are 8:00am – 3:30pm weekdays. Depending on demand please allow 4-8 hours for us to pick your order. We will always email you as soon as your order is ready to collect, to avoid disappointment please wait for this notification email before you come in. You will find your order waiting for you on the pick up shelf, please sign to say you have collected it on the clip board.
Orders & Delivery
Do you take orders over the phone or email?
All orders must be placed through the website, we cannot process phone or email orders.
Help! I need my order urgently, what can I do?
Simply chat us online and we will be able to confirm a collection time if you’re local, or see our Courier Upgrade Options.
I forgot to add something to my order, and I don’t want to pay shipping twice, what should I do?
The best thing to do is make another order, right away, and mark it for “combined shipping”. Please put a note on your new order with the order number of your previous order. Please check that your previous order has not already shipped before you choose this option to avoid delays. You can check the status of your previous order on your account page, if the previous order has not been assigned a tracking link then it has not been packed yet. You will also receive an email when orders ship.
Note that at peak times we may not be able to combine orders (usually from September – January)
I chose pick up, but I can’t make it in between collection times (8am – 3:30pm) – what can I do?
If you would like to collect after hours chat us online with your order number. If you were planning on collecting but you can no longer make it in we can dispatch your order for our standard non rural rate of $7.95. Click here to pay for shipping
I processed an order, but I haven’t received an email confirmation or tracking link?
Usually in this case your emails from us are hiding in your junk folder, or your email address has been entered incorrectly. You can always check the status of your order by going to “my account” on our website, if your order has been dispatched there will be a tracking link for you to follow. If you have not received a confirmation of your order being dispatched within 24 hours of placing it, please chat us online or enqurire using the enquiry form below.
Pricing, Payments, Refunds & Returns Policy
What forms of payment do you accept?
All orders (including those placed here in our sample room) are processed via our website and we accept credit card, debit card (Visa or Mastercard) and internet banking as forms of online payment. Note that all orders must be paid for prior to receiving your goods.
Can I open a credit account?
No sorry, all orders must be paid for in advance prior to releasing your goods, we do not offer monthly accounts or invoicing sorry. It’s one way we can help keep our prices as low as possible. Our ecommerce system does not issue statements as everyone pays in advance of delivery.
Do you store my Credit Card details?
No…never. We never actually see your credit card details as all payments are processed by a 3rd party via a highly secure and encrypted connection.
What is your bank account number?
Our Bank details are: ANZ 06 0294 0163621 01
Be sure to use your order number as the reference!
Can I get a further wholesale discount?
Our wholesale pricing is open to everyone and the prices are all listed on our website, the price comes down as the quantity you buy goes up. For example, you will notice that a kilo of soy wax sells for around $12.50 in a single 1kg pack but you can buy a full carton of wax and pay around $6.00 per kg. All of our products are priced accordingly. If you get to the stage where you require pallet loads of product at a time (that’s 1,000kg of wax or 1,200 jars at a time, then we may be able to offer a slight discount).
Can I get a refund?
- Please contact us to discuss the matter within 7 days, by replying to your order confirmation email.
- Please note that we do not accept returns on fragrances, butters, oils, colorants, or wax once opened. If in doubt, buy a small sample size to start with.
- Your items must be returned along with a copy of your original invoice/receipt. Returns must be made within 1 month of purchase.
1. If an item is obviously faulty, or we sent you the wrong item, we will replace it at no cost to you. A digital photo must be sent to Candle Creations.
2. If you chose the wrong item, made a mistake, or simply don’t like your item we may (on a case by case basis) offer a store coupon to the value purchased, less a 20% restocking fee and shipping, providing that the goods are returned to us in original condition (you will need to pay the cost of return). The coupon code will be emailed to you on the following Wednesday of your goods being returned. We are unable to exchange/swap items on the spot, be sure to place a separate order in advance if you need the correct items urgently.
Something broke in transit – will you replace it?
In the case of leaks or breakages, we may at our discretion send a replacement item with your next order. A digital photo of the breakages must be sent to Candle Creations within 2 days of receipt of goods.
Product Related Questions
I haven’t made candles before, where do I start?
The best way to start out making scented soy candles is to purchase a Candle Making Kit.
We also run Candle Making Classes (currently only here at Candle Creations in Auckland about once a month, book a spot now!).
Or check out our helpful Knowledge Section which includes instructions, our wick guide and how to calculate your ingredients.
A product I would like is out of stock, when can I order it?
We have an ETA Updates page for all of our incoming shipment dates. You can also add your email address into the notification bar on the products listing to receive an email when more stock is available. Orders can only be placed once the shipment arrives.
My candles don’t look right, help!
Over the years we’ve learnt that there are four common “problems” that can occur when making soy candles. Most of the time these problems are purely aesthetic and stem from the fact that we are using natural products which puts us at the mercy of, well, mother nature…she will do what she does. In the majority of cases all of problems you may experience can be remedied or at least reduced by managing just one thing; temperature.
How do I know the burn time for each jar?
The burn time varies depending on many factors (Wax, Wicks, Fragrance Load) so we don’t have any burn times on our jar listings. The best way to find out is to make your candle and test the burn time yourself with your recipe.
How do I find further information and accessory options for this product?
Simply by scrolling down on the product’s listing you will find detailed information with measurements and links that take you to suitable lids, boxes and even which wick we recommend. All products are all sold separately for you as there are so many options to choose from!
Do you send samples?
We have a Sample Room at our warehouse in Albany so you’re able to view our products – or if you’re out of Auckland then we sell our products in singles. Unfortunately we don’t give away free samples.
What is the difference between all of your soy waxes that you have available?
We specialize in Container, Melts, and Pillar candles. Each wax has various uses.This is noted in the description on each product’s listing.
Couldn’t find your answer?
If you couldn’t find the answer you are looking for and you’re still stumped send us an email, quickly chat us online or get in touch using our enquiry form below and we’ll get back to you as soon as we can.