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Store Policies

We do accept returns and exchanges subject to the conditions below.



Contact us within: 14 days of delivery

Ship items back within: 30 days of delivery



If there has been an error on our part or you have received an incorrect or defective item we will give you a refund or exchange. We accept returns or exchanges for UNUSED, UNLIT candles or melts. If the error was on our part we will send out a replacement. However for exhanges the buyer is responsible for shipping both ways. For refunds the cost of the item will be refunded minus the shipping costs.



We do not accept cancellations

But please contact us if you have any problems with your order.

The following items can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

Custom or personalised orders
Perishable products (like food or flowers)
Digital downloads
Intimate items (for health/hygiene reasons)


Our candles use a mix of non-traditional and traditional scents. They are our artistic interpretations of scents, memories and places, and due to the subjective nature of scent you may not agree with our interpretation.

If an item breaks during shipping we will replace it, but do require a photograph of the broken item emailed to us first. Please hold on to the broken item while we file an insurance claim.

Contact us if you've made a mistake on your order. It's easy for us to fix an address or incorrect item.



Shipping



Most items are made to order (made with just one set of hands!) so please allow up to 5 business days for your candles to be made and then add an additional 3 - 5 business days for domestic shipping. If we anticipate these times will vary we will let you know around the time of purchase.



We use Sendle to ship our items as they are Australia’s first 100% carbon-neutral delivery service. Domestic delivery costs $9.90 for same city and $14.45 for national (and up to 5kg)

If you need an item rushed, please message us BEFORE you place your order.


International Shipping

International orders may have additional customs fees and/or tariffs depending on your country. You, the buyer, are responsible for paying these costs. If you place a large order, taxes are especially high in UK, and Germany.

Lost/Stolen/Delayed orders
Unfortunately, we do not have any more information than you do (or the tracking indicates) once an item is shipped. If there is a problem with your shipment, please contact your local post office and give them the tracking number.

If an item is marked as "Delivered" and you have not received it, follow these steps:



1) Verify the shipping address is correct and that you have a mailbox with your name on it.
2) Check in with anyone else that might have received the package for you (ie. housemate, family member, neighbor etc).
3) Bring the tracking to your local post office to see if they're holding it or they have any further information.
4) If it has been 21 days after shipment and you've done steps 1-3 send us a message to let us know.

Scents of Saudade is not responsible for stolen packages or any lost items that cannot have the insurance claimed (tracking labels that read "Delivered"). We are also not responsible for errors made by the Post Office. If your item is delayed past its "estimated arrival date" we apologise, but it is out of our control.

Returned Orders
Please verify that you have the correct mailing address before placing an order. If a customer has entered incorrect information, they are responsible for additional postage to resend it. If an item is returned to us for any other reason it is up to the buyer to repay shipping fees to have it resent. If you choose not to have it resent we can refund you the cost of the items, but not the original shipping fees.

Gifts
If your purchase is being sent as a gift, no problem! Simply fill in the recipient's address in the Shipping section at checkout. Please let us know in the "comments" section at checkout the name of the gift recipient. Better yet why not purchased a custom embossed gift tag to make your gift that extra bit special!


Scents

Our candles are made using full fragrance within the manufacturers recommended safety guidelines. If you’re having a hard time smelling it, simply put it in a smaller room. Or to make sure you're not getting used to the smell you can step outside or shut the door to the room with the candle while you re-expose yourself to the scent.