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Frequently asked questions

Products

What are your products made of?

Our candles are made with natural soy wax, lead-free cotton wicks and premium Australian fragrance oil for a clean, environmentally friendly burn.

Are your products vegan friendly?

Absolutely. Our products are not tested on animals, are free from Parabens, PEGS and contain no animal by-products.

How long will your candles burn for?

Our 285g candles can burn for 50+ hours. Our pillar and sculptural candles will vary depending on size, shape, colour and if they are fragranced or un-fragranced.

Do I need to trim my candle wicks?

Yes please! For the best burn, you will need to trim your wicks to 5mm each time you light the candle and ensure they are upright. This will help prevent large flickering flames and black sooting.

Why do I need to stop burning my container candle with 10mm of wax left?

This is for safety. Without wax in the bottom of the jar to absorb the heat from the flame, the glass can become very hot and crack.

Why is there black residue around the inside of my candle jar?

Wicks require a bit of love and care. They should be trimmed to 5mm before each burn or if the candle has been burning continuously for more than two hours. Sometimes, if you pair a longer wick with interference to the flame such as a draught, it can cause some black residue on the glass. If you do get black residue on the inside of your jar, it can be easily removed with a paper towel or cloth. It won’t affect your candle or scent.

Why do some fragrances smell stronger than others?

How each individual perceives scent is very different. The way we feel, the environment, the weather and a whole range of additional factors can influence the way our receptors receive scent – sometimes smelling the same thing differently at different times of the day. Additionally, the type of notes in a fragrance play a role in how we smell scent. Certain scents like caramel and citrus tend to have a stronger impact quickly whereas floral scents tend to build in a space over time.

Where are your products made?

All of our candles are hand poured in NSW, Australia. We aim to support Australian businesses wherever we can so all of our fragrance oils and packaging are Australian made.

Can I get scent samples before ordering candles?

Yes! We sell sample scents in the form of wax melts so you can smell the scent first to pick your favourites.

Can I send my order as a gift?

We would love to help you send the perfect gift! Just let us know in the order notes section of checkout that the order is a gift and leave a message for us to write to the special recipient. We don’t send any invoices with our orders so you won’t have to worry about that.

Delivery and Returns

How will I know when my order has been dispatched?

You will receive an email with a tracking number to the email address you provided at checkout to notify you of the dispatch of your order. You will be able to use the tracking number to track your delivery at any time.

How long does dispatch take?

We aim to send out orders the same day they are received if ordered before 10:00am AEST. Orders that are made-to-order products such as our fragranced pillar/sculptural candles will first be made, and once set, dispatched to you. This should take 1-2 days to be dispatched.

Do you deliver internationally?

At the moment, no. However, if you email hello@caitlinlouisecollection.com.au we’ll see what we can do for you.

Can I change my delivery address after I have placed my order?

If you need to change your address, please email hello@caitlinlouisecollection.com.au immediately. Unfortunately, we are unable to change an address once the order has been dispatched.

Do you deliver to PO Boxes?

No, we only deliver to residential or business addresses.

What happens if my order arrives damaged or I receive the wrong product?

We try to provide as much shipping protection for your order as possible, however, if something unfortunately is damaged in transit, or is incorrect, please contact us at hello@caitlinlouisecollection.com.au with information and/or images within 30 days of receipt of goods. If an item is deemed damaged or incorrectly shipped, we will provide an exchange, store credit or refund to the amount of the item(s) at the time of said purchase. Refunds will be processed to your original method of payment.

What is your return/exchange policy?

We accept returns within 30 days of dispatch provided that: the products are unopened, unused and in re-saleable condition; you have proof of purchase. 

Please note: The shipping costs for any returns are at the customer’s expense. Please ensure that the return product is suitably packaged for transit to prevent any damage in shipping. Caitlin Louise Collection will not be liable for any damage or loss during the return shipping process. Processing will take 5-7 days from receipt of returned product. Unfortunately, shipping costs cannot be refunded or credited.

Please contact hello@caitlinlouisecollection.com.au to enquire about making a return.

Payments

Can I use more than one promotional code on my order?

Sorry, no. Only one code may be applied per order. Promotional codes are for a limited time and will be valid while stocks last. Promotional codes do not apply to bundles as these are already a discounted promotion.

What payment methods do you accept?

We currently accept Visa, Mastercard, American Express, PayPal and Afterpay.

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