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Store Policies

Please read through our shop policies to smooth your shopping experience with us.

Process time:

Our current process time is between 1~3 business days. If you place your order after 5 pm Melbourne time, your order will be seen as placed on the next business day. Our business days are from Monday to Friday. Processing time is between the time of your order placed and the order ready to be dispatched.

Payment: Debit/Credit Cards: VISA / Mastercard

Shipping: (via Australia Post or Sendle)

**We reserve the right of which shipping method to be used to send out your order.**

Standard shipping via Australia Post/Sendle (no signature)(authority to leave only)

We currently do not offer signature on delivery option and parcel authority to leave only.

Australia Post/Sendle do not offer fragile service for candles(glasswares), we believe all packing is above standard; however, we can’t 100% guarantee the delivering service without any damage in transit. Therefore, we will not be held responsible for any damage/loss occurs in transit. You can claim from AU Post or Sendle directly.


Receiving your order:

1. Upon receiving your parcel, please check your order within 24 hours. Any damage occurred, please consult with AU Post or Sendle for damage claim.

As damage or loss claim fund might only go to the parcel receiver/buyer, therefore we do not resend another one for the inconvenience occurred. Please understand it is not ours nor your fault, if the damage/loss claim fund goes to the buyer, it will be a great loss from our side to send out replacement.

2. If you receive your parcel in person against delivery driver, please check your parcel immediately when there’s apparent damage visually from the box. We recommend that you decline the parcel and ask for instructions from the delivery driver on the scene.

3. If your order is “returned to sender” because you fail to collect your order in time or the delivery address you provided is incorrect, you will be charged at original postage(at least $10.95) based on Australia Post pricing(even if your first delivery is sent via Sendle) plus $1 handling fee and paid via bank transfer only or

(For example, if you are charged of $10.95 flat rate shipping, and according to AU Post pricing, the postage for second delivery is $12.2, then you will be charged another $12.2 +$1 handling fee; if second delivery postage is under $10, then you will still be charged of $10.95 + $1 handling fee)

(Please understand that flat rate or free shipping is our promotional postage with your order, therefore second delivery will be charged at full postage)

if you wish to cancel the order in such circumstances and request a refund, your refund will be 50% of your total order value less original postage(at least $10.95) based on Australia Post pricing.

(For example, your total order value is $50 with $10.95 flat rate shipping, and your original postage according to Australia Post pricing is $9.5, then your refund is 1/2x($50-$10.95)=$19.53)


Choose your own soap:

We offer flexibility for you to choose your favourite soap. However, we reserve the right to change your own soap when your selected soaps are out of stock, please understand. We will contact you regarding your preferred soaps for replacement.

Occasionally, we can’t update the stock quantity immediately because we sell at many other e-commerce platforms, especially for the products with your choice. We recommend that you check individual item stock availability as well.

We can offer full refund upon request if all of your order items are out of stock.



Delay/Damage/Loss:

We pack our product carefully with secure packing materials and parcel box before they are shipped out. Unfortunately, delay of delivery, damage or loss of parcel might occur in transit. In such circumstances, we do not take responsibility for such events. Any parcels in damage or loss in transit are not for refunds, replacement or credits.


Returns, Refund & Exchanges:

We do not accept any returns or exchanges due to the nature of our products.

If you wish to refund due to change of mind, there will be processing and restocking fee 25% of your total order amount. If your order is complete and ready for shipping, we do not accept change of mind refund.

Please understand most of our products are made to order.


Allergies/Sensitiveness:

All our products are delicately handmade and suitable for use for most of people. However, everyone is unique and has own skin condition. We encourage you to check our ingredients before you place order and do a small test patch before use. If any allergy, irritation or sensitiveness occurs, please do not continue to use.



Storage & Product life:

All our products should be kept in a cool dry place away from direct sunlight. We do not use any preservative in our handmade soaps, please use our soaps best within 9 months.


Caution/Notice:

Some of our products look and smell so yummy that you cannot resist taking a bite. Unfortunately, all our products are not edible. Please do not try to eat.

All our candles comes with a warning label under the candle container, please read through before you use. We do not hold any responsibility if you do not use correctly according to warning or candle instructions.



Handmade soap weight/look:

All soaps are made and cut by two hands, variations of weight and look are unavoidable.

In general, soap weight is minimum 100g, however it depends on each design, please refer to each soap information for minimum weight. Unfortunately we can not make each soap of same design exactly the same weight, but we guarantee all our soaps (except for samples/guest soaps/indicated otherwise) at least 100g.


The look of each soap of same design might be different from product photos. Some designs are randomly poured on purpose, therefore each soap design result will be different but of same style.

It is normal that product photo colours will be slightly different from real product due to brightness, shade and so on.

Our soaps are handmade, we try our best to maintain consistency, but they won’t be as perfect look as the soaps on the shelf made by machine. It might have some air pockets, cuts, dents, scratches or soda ashes(soda ashes only affect the look), however that’s how these all imperfections make handmade soaps perfect and intriguing. Rest assured, variation of looks won’t affect soap functions and properties.



Gifts:

When you purchase our gift pack and request delivering directly to the receiver other than you, and if you know the receiver well, please check our product ingredients to avoid occurrences of allergies. Our soap gift pack comes with labels, so you do not need to worry about gift receivers don’t know the product information.


Labels:

All our soaps are handmade and to reduce waste on paper, when you order any of our soaps in our online store, we do not provide with labels, please read through the ingredients carefully before you purchase. Soaps in gift pack will come with labels in order to provide ingredient information for the gift receivers.


Packaging Materials:

We reserve right of what packaging materials are used for parcels and gift packs. If there’s a substantial change in gift pack packaging materials(colour or materials), we will advise or announce on website.



Trace of Soaps:

Please understand that the soap you purchase might have trace of other soaps, however, we will try to avoid the situation from happening.

Feedback:

If you are not satisfied with our product or service, we recommend you contact us first to sort it out before you leave a negative feedback.