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.

When can I expect my order to arrive?

Delivery times depend on your location. Standard shipping typically takes 1–7 business days, while express shipping is faster at 1–4 business days. Please note that during busy periods, like the holiday season, delivery may take a little longer. We’ll announce order cut-off times for standard and express shipping on our website during these times.

Can I request specific delivery instructions, like a call on arrival or a specific delivery time?

For domestic orders, Australia Post will notify you via email or SMS with the delivery day and time. For international orders, once your parcel reaches your country’s postal service, you can track it using the provided tracking number. For specific delivery requests, please contact your local delivery provider directly.

Are there any customs fees or duties for international orders?

Customs fees or duties may apply to your order depending on your country’s regulations. We recommend checking with your local customs service for specific details.

Does Australia’s goods and services tax (GST/VAT) apply to my international order?

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.

Frequently Asked Questions | Serene's Beeswax Chandlery

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.

For domestic orders, standard shipping starts at $14.75 and is calculated by weight at checkout. Delivery typically takes 1–3 business days within Queensland and 2–7 business days interstate. Express shipping starts at $16.65 and offers faster delivery. Free local pickup is also available. For international orders, shipping costs are based on the destination and weight, calculated at checkout. We currently ship to the USA, Canada, UK, and New Zealand. Please note that some countries may have customs restrictions on animal by-products. Tracking details will be provided in your dispatch email. For questions, reach out to us at thebuzz@serenesbeeswaxory.com.

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()

For Domestic Orders: Please notify us within 48 hours of receiving your order and provide images of the incorrect item to: thebuzz@serenesbeeswaxory.com (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 (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 deliveries, we recommend using an address where someone is available during business hours. If no one is present or access is restricted (e.g., gates or pets), you’ll receive an SMS with instructions for pickup or redelivery. For international orders, Australia Post includes insurance up to AU$100. Additional insurance is available for AU$2.50 per AU$100 beyond this amount. Please let us know if you’d like to add extra coverage. Note: Serene’s Beeswax Chandlery is not liable for parcels lost or damaged in transit without insurance.