Large Ball Mason

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@lushsoycandles.com.au. Please note that returns will need to be sent to the following address: 4 Eleanor Street Goulburn NSW 2580

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@lushsoycandles.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@lushsoycandles.com.au.

Shipping within Australia

We offer free shipping for orders over $95 and a flat rate of $18 Australia-wide! 

All orders are processed within 2-5 business days. Please allow up to 6 business days during busier periods such as Christmas. 

All orders are sent via Australia post. Once your order has been shipped, you will receive tracking information.   Depending on your location, your order may take up to 10 business days to arrive. If you have not received your order during this time, please email info@lushsoycandles.com.au

Please ensure you have entered your shipping address correctly, as additional shipping charges for a redelivery will be charged. 

Returns and Refunds

We assess each return and refund enquiry on a case by case basis. We are confident that you will love our product, but if you receive a product you are not absolutely in love with, please let us know and we can arrange an exchange or a refund. You will be responsible for return postage, and postage of the new item. Please email info@lushsoycandles.com.au for more information.

Breakages

In the unfortunate event that you have received a candle which has broken during transit, please email us at info@lushsoycandles.com.au within 24-hours of receiving the item with a photo of the box, and the broken candle inside the box. We will replace the broken candle for you within 5-days not including postage time.

Missing Parcels

Due to the impact of Covid-19 and postage congestion, there have been parcels go missing. In the event of a missing parcel, we will wait a further 14-days to ensure the item is not found and delivered. Beyond this, we will replace the item for you.