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.
Please take a little time to browse these FAQ’s, our tutorials, and our product pages as the chances are very high that your question (and the answer) is already listed here…
Do you have a retail shop?
No, we are a dedicated online shop, but we do have a sample room where you can come and indulge your senses and smell our entire range of soap and candle fragrance. You can also view glassware, lids, wicks, dyes and most other products. If you are new to candle making and not sure where to start come in for a chat or just to check us out… you’re more than welcome.
What are your sample room hours?
The sample room is open and staffed weekdays between 9:00am and 2:30pm or you can email to make an appointment outside these hours.
Can I place an order in the sample room?
Yes, we have a PC in our sample room that you are welcome to use while you are visiting. You can log in (be sure to bring your password as we don’t keep your password here on file) and place an order on our PC but please note that your order will join the queue and in most cases we cannot pick your order on the spot. If you know what you want it is always better to order from the comfort of home and wait until your order is ready to collect. The sample room PC is mostly used by new customers as we teach you how to order and for pricing. Please note that we do not have EFTPOS in the sample room as all orders are processed via our website.
Where do you deliver to?
New Zealand only.
What are your courier rates?
NZ Wide Courier (Non Rural) $7.95
NZ Wide Courier (Rural) $11.95
Orders over $175 are delivered for FREE (excludes bulk shipments)
How long will it take for my order to arrive?
North Island allow 1-2 working days.
South Island allow 2-3 working days.
Rural deliveries may take an extra day.
If you have not received a confirmation of your order being dispatched within 24 hours of placing it, please contact us ASAP.
Help! I need my order urgently, what can I do?
We are all guilty of leaving things till last minute, but there’s no need to panic! Simply chat us online and we will be able to confirm a collection time if you’re local, or see our Courier Upgrade Options for Overnight and Saturday delivery.
What if I’m not going to be home when the package arrives?
Type a note in the comment section when you place your order advising the courier that it is OK for the courier to leave your parcel: eg: “Please leave at the back door if no one is home”. We recommend that if you are at work during the day you have your parcel delivered to your work address.
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.
Can you courier to a PO Box?
Unfortunately not. We need a physical address such as home or work place.
I want to pick up my order, when can I come in?
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 the confirmation email that your order is “ready to collect” before you come in. Please sign for your order upon collection on the clip board. If you would like to collect after hours please leave a note on your order asking for us to leave it outside.
Pricing, Payments, Refunds
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.
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
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 chat or email us online to discuss the matter within 7 days.
- We are unable to exchange items so if you have ordered incorrectly a separate order needs be placed for your correct items.
- A coupon code will be emailed to you on the following Wednesday of your goods being returned, less a 20% restocking fee.
If an item is obviously faulty, or we sent you the wrong item, we will replace it at no cost to you.
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 credit to the value purchased, less a 20% restocking fee, providing that the goods are returned to us in original condition (you will need to pay the cost of return).
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.
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 in Auckland only).
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 and boxes. These are sold separately.
What is the difference between all of your soy waxes that you have available?
For each style of candle (container, pillar, or even tarts) you need a specific type of wax. Container wax is a lot softer and creamier where as Pillar & Tart wax is harder and shrinks slightly as it’s designed to release from a mold. This is noted 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.