Frequently asked questions
What are your candles made from?
We're committed to making high-quality candles that are safe to burn in your home, around the people that you love. We use only all-natural soy waxes and sustainably-sourced palm wax in our candles and wax products. There is absolutely no paraffin, coconut or other waxes used in our pouring process. Similarly, we use the highest-quality RIFM and IFRA approved fragrance oils and essential oil formulations. Our high-quality cotton and wooden wicks are rigorously test-burned to the vessel they match to minimise ignition risk and to prevent sooting.
Where are your candles made?
We pour all of our candles at our studio in Sydney.
Where can I buy your products?
Our products are available to shop online, via our wholesale partners and in-person at select market dates in Sydney.
How long will my order take to get to me?
Postal orders, where all items are in stock, generally ship on the same or next business day. For orders that include made-to-order products, such as our 63 hour candles, please allow two to four business days for your order to be poured, cured and labelled before shipping.
Please allow additional time for shipping during busy sale periods.
For shipping of custom products and large orders, please see the lead time provided with your original quotation.
To check on the shipping status of an order, please visit the order status link on your original confirmation email. Shipping information is updated here and you can track your parcel as it makes its way to you.
For local delivery orders, expect delivery to your residential or business address in the Camden area on the same day to up to three days after your order is confirmed, depending on the items included in the order.
For all other delivery questions and special delivery requests, get in touch with us.
How much does shipping cost?
Customers can choose from a range of delivery options at checkout. Express shipping is free for orders over $89. For orders under $89, customers pay the corresponding shipping fee at checkout. Local delivery in the Camden area is also free, with no minimum spend.
Where do you ship? What are my delivery options?
We ship Australia-wide. We also offer free local delivery to your doorstep or workplace throughout the Camden area. If you are eligible for local delivery, the option will appear after entering your delivery address at checkout. You will receive an email when your order is out for delivery and another email once your order has arrived at your doorstep. Customers who choose local delivery give permission to leave the order unattended or with another person at the same address, unless expressly stated. Please email us within half an hour of confirming your order with any special delivery requests. We will always do our best to help.
Can I return or refund my product?
For sales from our online store: All online sales via theolivecandleco.com.au are final. Refunds and returns are only offered in instances of major manufacturing faults, as is consistent with consumer rights under the Australian Consumer Law. We cannot guarantee the integrity of our glassware products where items are shipped back to us by the customer for change-of-mind returns and so do not offer exchanges.
Please be in touch as soon as possible or within 28 days from the date of delivery to notify us of any issue with your products. Whilst we are not directly liable for shipping issues, we do typically replace items that are damaged getting to you or a gift recipient.
Pure soy candle wax has a tendency to frost, separate from the fragrance oil or discolour over time, especially where candles or wax products are left in the heat or aren't burned for a long period of time. Please follow your candle care card and keep it for later reference. Items will not be replaced or refunded in this instance.
For sales from our wholesale partners and resellers: Please be in touch with the vendor where you bought your product/s from. Their returns and exchanges policy applies as the seller in such instances. For manufacturing faults, they will contact us on your behalf.
Have a question we've missed or want to get in touch directly?
Speak to a member of the team here and expect to hear back within one business day. Alternatively, you can get in touch via the messenger extension on our website or via any of our social media channels.