Shipping Policy & FAQs
Product FAQs
What are your candles made from?
Our candles are made from soy wax and premium fragrance oils which are Phthalate free.
Where are your candles made?
Our candles are made in Perth, WA.
I don't like my candles strong, can you make mine unscented or a more weaker scent?
Absolutely, please email us at firenzecandles@outlook.com to discuss and we will make arrangements for your order
What products do you offer refills for?
Refills are currently available for our room diffusers, car diffusers and room sprays. Being more sustainable is important for us at Firenze so we are always looking to introduce more ways for customers to re-use our jars etc.
I don't know what your scents smell like, can i request samples?
Absolutely, please DM us on Instagram (firenzehomeau) to request. All samples are single wax melts which can be used in a wax melt burner or simply so you can smell the fragrance. All samples are sent by regular Aus Post. Samples are only available for within Australia. If you would like any samples with your orders, please add to order notes when ordering.
What makes your candles different to everyone else?
At Firenze our mission is to keep your home smelling great even when your candles not lit, you've forgot to flip your diffuser reeds, or the same wax melt has been in your burner for a week. We have done so much testing to find the perfect soy wax, find the right fragrance oils that our candles don't even need to be lit to fragrance your home. Were committed to use products that are safe for you and your family to breath in and nothing is sold by us that we wouldn't have in our own home.
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 currently only deliver to Australia
Can i pick up?
Unfortunatley we dont have a store front so pick up is not available
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 (ie custom labelling), it is 7-10 business days from ordering or for larger orders it will be specified at time of ordering. For non custom orders, orders will be shipped within 5 business days of order.
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 the business days noted above 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 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