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.

To fulfill a larger or custom order, may take up to 2-3 weeks to manufacture, if this is the case we will contact you via your provided details. Please be aware, a 30% security deposit of the total order is required prior to manufacture of larger or custom orders.

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.

For Domestic Orders: Standard Postage is applied by weight at checkout, starting at $14.75 for most orders. Delivery via Australia Post can take 1-3 business days within Queensland or 2-7 business days interstate for standard post. Express postage is available at checkout, starting from $16.65, with delivery times of 1-3 business days depending on location. Free local pickup is also available at checkout. For International Orders: Shipping is calculated based on country and weight, with costs added at checkout. We currently ship to the USA, Canada, UK, and New Zealand. Note that some countries may restrict animal by-products through customs. If goods are unavailable, we will contact you with alternatives and the cause of delay. Delivery may take longer if you choose to proceed. Parcel tracking information will be provided in the dispatch email. For any queries, please contact us at thebuzz@serenesbeeswaxory.com.

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.

If your order is delivered to the wrong address, please contact us immediately at [thebuzz@serenesbeeswaxory.com](mailto:thebuzz@serenesbeeswaxory.com). Ensure your details are correct with your payment provider (e.g., PayPal). Once shipped, we can't retrieve the order, so double-check your information before confirming your purchase.

We accept PayPal, Stripe(card), 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

You can track your order once it is lodged with Australia Post. You'll receive an email or SMS with a tracking number. Ensure you provide a current and correct email address and mobile number to receive tracking updates. This way, you can stay informed about your order's journey.

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.

**Refunds:** If you are not completely satisfied with your purchase, please email us at thebuzz@serenesbeeswaxory.com. **Broken or Damaged Goods:** Notify us within 48 hours of receiving your parcel and provide photographs of the damaged goods and the box. We will offer a full refund or replacement. **Non-Refundable Items:** Items that have been worn, used, altered, or damaged after delivery, and custom or personalized orders. **Return Process:** All products must be returned in their original condition and packaging. Postage and insurance costs are to be paid by the buyer. Send returns to: Serene’s Beeswax Chandlery, 16 Willow St, Killarney Qld 4373, Australia. **Disclaimer:** We recommend using Tracked Mail and pre-paying all postage. Serene’s Beeswax Chandlery is not responsible for parcels lost or damaged in transit if not insured. **Cancellations:** Email us at thebuzz@serenesbeeswaxory.com within 24 hours of order submission for a full refund. After this time, you will be responsible for all costs incurred.

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.

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.

Yes, you can generally import beeswax candles. The heating process during extraction and cleaning eliminates any pathogens. Even countries with strict import policies, like New Zealand, allow beeswax candles. However, always check your country's quarantine and restricted items policy before purchasing to ensure a smooth delivery.

To find out whether your order may attract import duties, refer to your local customs service.

GST is applied to all orders domestic and international. If your country requiries import tax on orders you will have to check with your customs department. Generally, postage costs include these tarrifs when leaving Australia.

All payments are processed in Australian dollars (AUD). While our website displays prices in your local currency, the final charge will be in AUD. At checkout, you can use PayPal or Stripe to see the total cost in your local currency, ensuring transparency and ease of mind.

We understand the desire to send a gift without showing the price. However, due to Australian export guidelines, all orders must include a dollar value to ensure safe delivery. Rest assured, the recipient will only see the value for customs purposes.