We fundamentally believe you will be thrilled with the candles you purchase from us. That’s because we strive to ensure that they’re sourced or made in line with our customer needs. We understand, however, that sometimes a product may not be what you expect it to be. In that event, we invite you to review the following terms relating to returning a product or making a claim for a refund, credit or replacement product. 

Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under Competition and Consumer Act 2010 (Cth) and other applicable Australian consumer protection law and regulations. Please note that there may be limitations to your right to return and obtain a refund for products. However, these will always be subject to your statutory rights.

2.1 At a Glance

There are a number of reasons why you might want to return a product or make a claim for a refund, credit or replacement product:

• Change of mind – You made an error or no longer need the product
• The product is not conforming to specifications
• You received the wrong product
• You received a damaged product
• Your order got lost in transit by the courier company
• Your delivery was incomplete

Products need to be returned at your cost, in original condition suitable for resale. For a “change of mind” claim, a 20% admin/re-stocking fee will apply to enable us to process the claim, do quality control checks and put items back in stock online and in showroom.

All claims must be lodged within 7 days of receipt or delivery of goods. In the case of a lost order, please allow 7 days for it to arrive, and then lodge your claim within 7 days thereafter.

2.2 Shipping & Delivery

Delilah’s Daze offers home deliveries to most local surrounding areas of Albury/Wodonga. In some cases, and dependent on total purchasing cost, a delivery fee may be calculated and added on check out for some surrounding areas.

Shipping can be overnight, and no more than 7 working days to most parts in Australia from date of dispatch

Upon delivery, please check completeness and quality of products to ensure you are satisfied with your purchase.

2.3 Claims Process

Claims must be lodged within 7 days of delivery/expected delivery.
Please use our contact us page, and ensure you submit all relevant information, e.g.

• Reason for claim
• Your contact details
• Order number/date
• Delivery method/date
• Product item(s) and description, including quantity of item(s)
• Photos showing any defective items AND the package, as it looked when it arrived
  
  

Await response from Delilah’s Daze team. Our team will assess the claim and advise you via phone, chat and/or email about the provisional outcome within 2 business days.

If we request the return of products, customer service will issue you with a Return Authorisation (RA) number. If you return your goods without the RA number, Delilah’s Daze will not be liable for any return delivery charges. Upon receipt of the RA number, you will be advised of the best return shipping address for your goods. Please return these within 7 days and ensure the RA number is written on each box and all items are packed safely. Where possible, all products should be packed in the original, unmarked packaging, including any instructions or documentation that shipped with the product. Broken items will not be refunded if packaging was inadequate.

If, upon inspection, Delilah’s Daze approves your claim, please pay any outstanding fees if applicable.

You will then receive a credit that can be used towards a future purchase(s). Or – for claims regarding missing or defective goods – you can choose to receive replacement products (if sufficient stock is available) or a refund. 

You will not be charged any additional shipping or handling fees, unless the return of goods occurred as items were simply not wanted (“change of mind”). All refunds will be at the sole discretion of Delilah’s Daze. No claims will be accepted if the product has been damaged or abused through misuse.

2.4 Receiving Credits, Refunds or Replacement Products 

Credits

If we issue your account with a credit that can be used towards future purchase(s), these credit(s) are accessible when checking out under “payment options” and selecting “Internal Credit”. This credit will be available within 2 business days following approval.

Refunds

If we issue a refund, these get reviewed by management and then processed by our accounts department. It can therefore take up to 2 weeks for funds to appear in your bank account.

Replacement Products

If we approve the dispatch of replacement product(s), and have stock readily available, these will be shipped within 2 business days following approval.

2.5 Cancellation of Orders

An order can be cancelled any time prior to shipment. However, you will be charged a 25% admin/re-stocking fee (with a maximum limit of $250). If your order has not been paid for and not been picked and packed, your order can be canceled with no penalty.

Should you wish to add additional items to your order for local delivery, use the contact us page to submit additional orders, if the products are being shipped you will need to submit a separate order online and these orders will be shipped separately.