After submitting online, you will receive a confirmation email containing your order details (if you have provided your email address). We will confirm receipt of your order within 24hrs. All products are stock on hand. To fulfil a larger or custom order, this can take up to 2 weeks to make, we will contact you via your provided details to discuss, if this is the case.
Shipping is automatically added to your order.
For Australian customers, Postage is applied at checkout, according to weight.
A handling & packaging cost of $2.95 is applied to each box/satchel used to ship an order and is automatically applied at checkout.
This includes, local pick up/delivery on large orders (we can not guarantee products, see guarantee policy, if using own packing), own arranged shipping couriers or AustPost. For invoiced accounts: this amount will be sent on a separate invoice, and must be paid before shipment or collection.
We strive to keep the shipping costs at a minimum. Our method of delivery is through Australia Post, which can take up to 2-3 business days to deliver in Queensland or 3-5 business days to deliver interstate for regular mail. Express postage is an option and if you require this, it is available at checkout.
For overseas customers, shipping is calculated according to weight. Again, we strive to keep the shipping at a minimum and if we are offered a lower duty, we will pass this onto you. Please refer to your invoice, as this will provide an approximate delivery schedule. Please be advised, a small amount of countries do not allow animal by-products through customs. If this is the case, we will advise you within 24hrs of submitting your order for a cancellation.
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: firstname.lastname@example.org
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 long will it take for my order to arrive?
The delivery times quoted, 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.
Can I track the delivery progress of my order?
When we dispatch your order, you will be sent an email/SMS with a tracking number so that you can track the progress of your parcel.
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 card will be left with instructions on where to pick it up or how to arrange redelivery.
For overseas orders, for your own peace of mind, we recommend registered mail and insurance. Please advise us if this is the case and we will add this to the invoice. 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?
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.
Which payment options do you accept?
We accept PayPal and Stripe 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
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?
No, you don’t pay Australian taxes on your order and they will not be shown in the amount due.
Can I be charged in my local currency?
No, we only accept payment in Australian dollars. At checkout with PayPal or Stripe, you will be advised what the total cost is in your local currency.
Can I mark my order as a gift with $0 value?
Unfortunately, all orders require a dollar value. We do, however, mark all orders as a gift.
What do I do if I receive an incorrect item in my order?
Please notify us within 48 hours of receiving your order and send us images of the incorrect item to: email@example.com. We will arrange to have the incorrect item returned (at our cost) and will arrange a replacement (at our cost). If you’d rather speak to us in person, we’re open 8.30am – 5.30pm AEST and can be contacted on +61 437647086.