Shipping Policy & FAQs

Shipping & Order policy

I have two coupon codes, can I use them both?
Unfortunately, you can only use a maximum of 1 coupon code per order and this must be applied at the time of checking out.

I have a discount code but forgot to apply it at checkout, can you add it for me?
Unfortunately, discount codes will need to be applied at the time of checkout and no refunds will be provided.

Do you deliver?
Yes - we deliver to Australia & NZ.

Can i pick up?

We offer pick up from 2 locations in Western Australia - Midland & Hazelmere - details of where to pick up from will be sent after you order

What if my parcel is sent back to Firenze Candles? 

If your parcel has not been collected from your local post office within 10 business days, or you provide an impartial or incorrect address, you will be charged the cost of the parcel being returned to Firenze Candles and cost of re-shipping. This is $25 in total. As a small business, we are charged for an item to be returned to sender. We will not cover costs associated with this due to parcels not being picked up.

It is your responsibility to check your postal address at the time of the order. Firenze Candles is not liable for purchases returned to us due to incorrect addresses. Re-directing post will occur at the customer's expense. 

What is the wait time for an order?
This depends entirely on the period & the extent of work required for the order. For custom orders, a date will be decided on during quoting. For non custom orders, orders will be shipped within 3 business days of order.

Selecting Express Post at checkout will not speed up order processing time 

What happens if my order gets damaged or lost?
If your parcel then gets Lost or Damaged, you can simply contact us via email. If the parcel is damaged, please email us with a picture of the shipping box along with the associated damage, damage claims will only be accepted within 24 hours of delivery. Firenze Candles will not be held liable or compensate the buyer for any Stolen parcels.

How long will it take to get my order?
We ask you allow up to 3 business days [unless otherwise mentioned within our website header] for processing before you order is posted out. This processing time is subject to change and may be extended during peak hours or sale times. Shipping from dispatch can take 7-10 days for delivery. Tracking will be provided for all orders. For pick up, customers will be notified when an order is ready for collection. This will usually be within 3 business days of order.

For custom items such as anything with customization - the processing time is generally a little longer as they are made to order.

We use a combination of Australia Post, StarTrack, Couriers Please and TOLL - delivery times can vary from 1-10 business days.

Do you accept Custom Orders?
Yes! We love Custom Orders. There may be a processing time of up to 14 business days depending on what you are after

Im interested in purchasing your products wholesale

We can absolutely help with wholesale orders - please contact us at firenzecandles@outlook.com with what you are interested in purchasing and we will get back to you as soon as possible with pricing