Delivery Information

Processing time for personalised candles is 3-5 working days, for reed diffuser orders - 1-2 business days. Orders placed on a weekend or a public holiday will also be sent within 1-5 next business days.

After that, delivery time within New Zealand is 3-7 days, and 10-29 business days internationally.
However, please note that during product launches, promotional periods, peak seasonal periods, delivery times might vary, and being longer than usual.

All packages are shipped using Post Haste/Pass The Parcel or New Zealand Post. Every order is provided with a tracking number that is emailed to you. 

PLEASE NOTE:

1. Due to postal shipping delays, we cannot guarantee the exact timeframe.
2. Once we have shipped your item, it is with Post Haste/Pass The Parcel . Should there be any delays in delivery, please liaise directly with them.
   

Should your parcel not arrive within 5-7 working days please first use your tracking number provided to track the parcel. Following that please email us and we will do our best to locate the parcel for you.

Unfortunately, we can’t take responsibility for any late deliveries due to courier issues, as once the parcel has left us and is out of hands, it is out of our control. However, we will do our best to help you locate the parcel should it be late or lost.

Unfortunately, parcels do very occasionally go missing. We've found that 99% of the time, our courier company is highly effective and efficient. All of our shipments are insured to the necessary value so should it not be found we will arrange a replacement or refund for you.

Please note, that we cannot send out a new order/refund until Courier Company will retrieve the missing item or confirm its loss. 

If you have received your item and it is damaged, we’d appreciate if you could send us photos so we can pass this information onto Courier Company for investigation and appropriate compensation if applicable.

Please contact us immediately within 2 days of receipt.

We’ll require photos of:

external packaging
internal packaging
any damage to the external or internal packaging
photo showing all contents
damage to any items
all labels and bar-codes on the parcel

Enquiries can take up to 10 days to investigate for domestic items and up to 90 days for international items as Overseas Postal Authorities are involved in the process.