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  • How long will it take to fulfill my order?
    After submitting your order online, you will receive a confirmation email containing your order details. We will confirm receipt of your order within minutes. If you can not find your order confirmation, please check your spam or junk email folder. Make sure to add this email to your inbox to insure you receive your shipping confirmation email from us. All products are stock on hand. To fulfil a larger or custom order, this can take up to 2 weeks to make, if this is the case we will contact you via your provided details.
  • How long will it take for you to dispatch my order?
    We typically dispatch orders within 1 business day. If we are unable to meet this service standard, we will let you know by your preferred contact method.
  • How much will I pay for shipping costs?
    For Domestic Orders: Standard Postage is applied at checkout, at a flat rate of $9.95 A packaging and handling cost of $3.20 is applied to each box/satchel used to ship an order and is automatically applied at checkout. Our method of delivery is via Australia Post, which can take up to 1-3 business days to deliver in Queensland or 2-7 business days to deliver interstate for standard post. Express postage is an option and is available at checkout. A flat rate of $15.95 + $3.20 packaging and handling. Depending on location delivery time is 1-3 business days. Free standard shipping is applied automatically at checkout for orders $190 and over Free express shipping is applied automatically at checkout for order $250 and over Free local pickup option and is available at checkout. ​ For International Orders: Our shipping carrier is Australia Post. Shipping is calculated according to country and weight. Cost will be added at checkout. We currently ship to: USA, CANADA, UK and NEW ZEALAND Please be advised, a small amount of countries do not allow animal by-products through customs. ​ If goods are unavailable, we will contact you to advise of alternatives and cause of delay. Should you choose to proceed with your order, delivery may take a little longer. Parcel tracking information will be provided in the dispatch email, any quires should be sent to: thebuzz@serenesbeeswaxory.com
  • How long will it take for my order to arrive?
    Depending on location the delivery times quoted, 1-7 business days for standard shipping and 1-4 days for express shipping, are given to us by our carriers (Australia Post). Keep in mind that things may take a little longer during busy times of year such as; the lead up to Christmas. Order cut off times, for standard and express shipping, will be announced on our website during busy periods.
  • Which payment options do you accept?
    We accept PayPal, Square(card), AfterPay, LayBy and Direct Deposit payments. For international orders: PayPal is a secure, fast and easy way to pay online. Your financial information is not communicated to us and they will handle the currency conversion for you (generally at better than credit card rates) so you will know the exact cost of your order. If you don’t have a PayPal account, sign up for one here
  • Can I track the delivery progress of my order?
    When your order is lodged with Australia Post, you will be sent an email/SMS with a tracking number so you can track the progress of your order. Providing a current and correct email address and mobile phone number is crusial for your ability to track your order.
  • What do I do if I receive an incorrect item in my order?
    For Domestic Orders: Please notify us within 48 hours of receiving your order and provide images of the incorrect item to: thebuzz@serenesbeeswaxory.com We will arrange to have the incorrect item returned (at our cost) and will arrange a replacement (at our cost). For International Orders: Please notify us within 48 hours of receiving your order and provide images of the incorrect item to: thebuzz@serenesbeeswaxory.com After checking details we will arrange for the correct item be sent to you at our expence and you will be free to keep the incorrect item. If you’d rather speak to us in person, we’re open 8.30am – 5.30pm (Mon-Fri) AEST and can be contacted on +61 437647086.
  • What happens if I have to return an item in my order?
    Refunds We strive to ensure that all our products received by our customers are tested and ready. If you receive a product that is not performing as it should or if for any reason you are not completely satisfied with your purchase, please email us at: thebuzz@serenesbeeswaxory.com, so we can resolve any problems. ​ Broken or Damaged Goods With due care, all our products are packed securely by us. However, goods may be damaged in transit. Should anything be broken or damaged in delivery, please advise us within 48 hours of receiving your parcel and provide photographs both of the damaged goods and the box they were shipped in to: thebuzz@serenesbeeswaxory.com. We will contact you within 1 business day to give you the choice of a full refund(on cost of goods) or a replacement. A refund does not apply to: goods which have been worn or used, damaged after the delivery, any attempt has been made to alter the product, if the item/s have been dropped or broken, or on custom or personalised orders. All products must be returned in their delivery condition and include original delivery packaging. We can not guarantee items, if you choose to use local pick-up/delivery using your own packaging. All postage and insurance costs are to be paid by the buyer. To return your product, please send to: Serene’s Beeswax Chandlery 16 Willow St Killarney Qld 4373 Australia Disclaimer We recommend that you return the product via Tracked Mail and that you pre-pay all postage. You assume any risk of lost, theft or damaged goods during transit therefore advise you to take out shipment registration and insurance with your postal carrier. Serene’s Beeswax Chandlery will not be responsible for parcels lost or damaged in transit if you choose not to insure.Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Cancellations If for any reason you need to cancel your order please email us at: thebuzz@serenesbeeswaxory.com, within 24 hours of order being submitted, to receive a full refund. After this time, your order will be processed and you will be responsible for all cost incurred for the order. This includes custom and larger orders that require ordering of specific requirements and items from outside suppliers,(eg: jars, essential oils, specific moulds and wicks)
  • Do I have to sign for my order or can it be left unattended at my address?
    For Australian orders: we would recommend providing a delivery address that is attended during business hours. If there is no-one present at the delivery address when delivery is attempted or access to the property is prevented by gates or dogs, a SMS will be left with instructions on where to pick it up or how to arrange redelivery. For overseas orders: Australia Post provides up to the order value of AU$100 insurance. For orders over this value extra insurance is not required, but is recommended. Extra Postage Cover Insurance is AU$2.50 for every $100 or part there of worth of goods and postage, over the first $100 worth. Please advise us if you wish to add this extra cover and we will add this to your order. Serene’s Beeswax Chandlery will not be responsible for parcels lost or damaged in transit if you choose not to insure.
  • Can you ask the delivery company to deliver at a particular time / call me on approach / call me when they arrive / do anything other than deliver the parcel?
    Domestic Orders: Australia Post will send an email or SMS, to your provided communication method, with details of delivery day and time. Overseas Orders: Once your order leaves Australia and is delivered to your country’s postal service/delivery company, you will be able to track your order via your tracking number. Please contact your provider for their policies.
  • Am I able to import beeswax candles into my country?
    While some countries have restrictions on the importation of honey, beeswax is heated during the extraction and cleaning process which would kill any pathogens that may exist. Countries with very restrictive policies (eg New Zealand) have no issue with beeswax candles. It is recommended you check your country's quarantine and restricted items policy, before purchasing.
  • Will I have to pay customs fees or duties?
    To find out whether your order may attract import duties, refer to your local customs service.
  • Does Australia’s goods and services tax (GST/VAT) apply to my international order?
    Yes, GST will be added to your order and will be shown in the amount due.
  • Can I be charged in my local currency?
    No, we only accept payment in Australian dollars. At checkout please use PayPal or Square, you will be advised what the total cost of your order is in your local currency.
  • Can I mark my order as a gift with $0 value?
    Unfortunately, all orders require a dollar value. We can, however, mark orders as a gift.
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