When you light your new candle for the first time, allow the wax to melt all the way to the edges of the container. This is called "setting the memory" of the candle.

Depending on the candles diameter this can take 2-4 hours. A good rule of thumb is to let it burn for 1 hour for every 2.5 cm of its diameter. 

We recommend trimming your candle wick every 4 hours of burn time to ensure a clean, even burn and to prevent smoking.

You can find Wizza's Wicks at

• The Helensvale Farmers Markets on the 2nd & 4th Saturday of each month.
• The Robina Farmers Markets on the 2nd & 4th Sunday of each month.

Wizza's Wicks is committed to providing the highest quality soy candles and ensuring they arrive safely to your door. We adhere to the Australian Consumer Law (ACL) for all sales and aim for complete transparency in our shipping practices.

1.Where We Ship.

We proudly ship Australia-wide, covering all states and territories.

• International Shipping: We currently do not offer international shipping.

2. Processing & Dispatch.

• Order Processing: Orders are typically processed and packed within 1-3 business days (Monday to Friday, excluding public holidays).
• Peak Periods. During peak season, sales, or holiday periods (e.g. Christmas),processing may take up to 5 business days. We appreciate your patience during these times.
• Notification: You will recieve a dispatch confirmation email with your traking number once your order has been sent.

3. Australian Shipping Rates.

We use Australia Post for all our deliveries. With a flat shipping rate of $9.95 and Free shipping for orders over $100.00. Estimated delivery times 3-10 business days.

4. Warm Weather & Candle Care

Soy wax is natural and sensitive to temperature changes. To ensure your candles arrive perfectly:

• Shipping Recommendations: We strongly recommend shipping to an address where someone is available to recieve the parcel immediately, such as a work address or post office box, to prevent it from sitting in a hot mailbox or on a doorstep in the sun.
• Heat Damage: While we pack carefully, if your candle soften during transit due to extreme heat, place it in a cool room or refrigerate for 30minutes. This will restore its firmness without affecting its burn performance.

5. Tracking & Responsibility

• Tracking : All orders include comprehensive tracking. Your tracking number will be emailed to you upon dispatch.
• Lost or Stolen Parcels: Once the parcel is scanned by the courier and tracking is active, the responsibility for loss or damage shifts to the carrier.We will assist you in lodging an inquiry or claim with Australia Post if your parcel is lost in transit.

6. Incorrect Address or Redelivery

• Please ensure your shipping address is entered correctly at checkout. We are not responsible for orders shipped to an incorrect address provided by the customer.
• If an order is returned to us due to an incorrect, incomplete, or unclaimed address, you will be required to pay an additional shipping fee for redelivery.

7. Damaged or Faulty Goods (ACL Compliance)

Under Australian Consumer Law (ACL), you are entitled to a refund , replacement, or repair if a product is faulty or not fit for it's stated purpose.

• Damaged in Transit: If your order arrives damaged or faulty, please contact us immediately (within 48 hours of delivery) with the following:

1. Your order number.
2. Photos of the outer box/packaging (showing any damage).
3. Photos of the damaged candle(s) inside the packaging.

• Resolution: We will assess the damage and, if the claim is valid, offer you a choice of a full refund or a replacement item at no extra cost. We will cover the return shipping costs for faulty or damaged goods.

We strive to ensure every delivery is a smooth experience. If you have any questions, please contact us.

 

This policy governs returns and refunds for purchases made from Wizza's Wicks. Our policy is designed to comply fully with the Australian Consumer Law (ACL) and maintain transparency for our customers,as required by platforms like Google Shopping.

1. Returns for Faulty or Damaged Goods (ACL Guarantee)

The Australian Consumer Law (ACL) provides consumers with a set of rights and guarantees that cannot be excluded.This policy does not limit those rights.

You are entitled to a refund,replacement, or repair if a product you purchased has a major or minor failure, including if it is :

• Damaged in Transit: Arrives broken, craked, or visibly damaged.
• Unsafe: Poses a safety risk during normal use (e.g. wick failure, container flaw)
• Significantly different from the description or sample.
• Not fit for its purpose (i.e. it cannot be lit or fails to burn correctly).

How to Report a Faulty/Damaged Item:

1. Contact Us Immediately: You must contact us via email or phone call within 48 hours of recieving your order.

2. Provide Evidence: Please include:  

• Your original order number.
• A detailed description of the fault or damage.
• Clear photographs showing the outer shipping box(if damaged) and the faulty/damaged candle itself.

3. Resolution: We will assess the claim. If the item is deemed faulty or damaged, we will offer you a replacement, repair, or full refund, including original shipping costs. We will cover the return shipping costs for valid ACL claims.

2. Change of Mind Returns (Non-ACL)

As our products are fragrance-based and consumable, we offer a limited policy for 'change of mind' returns.

• Period: We accept change of mind returns within 14 days of the original delivery date.
• Condition: The candle must be unused, unlit, in its original packaging, and in resalable condition.
• Exclusions: We cannot accept returns for change of mind based on personal fragrance preference (e.g. "I don't like the scent") once the item has been opened or used.

Process for Change of Mind:

1. Notify Us: Contact us by email with your order number and intention to return the item.
2. Return Shipping Cost: The customer is responsible for all the shipping costs associated with a 'change of mind' return. We strongly recommend using tracked postage, as we cannot be responsible for items lost in return transit.
3. Restock Fee (Optional) We reserve the right to apply a 10% restocking fee to cover administrative and processing costs for change of mind returns.
4. Refund: Once the returned item is recieved and inspected (typically within 3 business days), and confirmed to be in resalable condition, we will issue a refund for the product cost only (excluding original and return shipping fees).

3. Exchanges

We do not offer direct exchanges.If you wish to swap a product (subject to the Change of Mind policy above), you must return the original item for a full refund (per section2) and place a new order for the desired item.

4. Refunds

• Refunds will be processed back to the original method of payment (EFT, PayPal, etc.)
• Please allow 5-10 business days for the refundto appear in your account, depending on your bank's processing times.

We want you to enjoy your Wizza's Wicks Candles, so please don't hesitate to contact us.