DELIVERY & RETURNS
How much does shipping cost?
Standard shipping is a flat rate of $12.00, or free for orders over $85.00 using code FREESHIPPING.
How long will it take for me to receive my order?
Because we are a small business we often make to order, so please allow up to 10 business days for us to process and create your order, and allow an additional 2-5 business days to receive your order, as per timelines provided by our private Courier (Covid may affect delivery times).
If however your order is urgent, please contact us directly to request an urgent turnaround and we will do our best to accommodate your timeline (*please note we cannot control postage timelines*).
Our dispatch timelines may be extended during peak seasons such as Christmas, Mother’s Day and Valentine’s Day. We will notify you in advance of these changes.
Can I track my order?
Yes! Once your products have been dispatched, you will receive a tracking link to allow you to track the location of your parcel. You may need to check your spam mailbox if this email does not arrive in your primary inbox.
What can I expect if my goods arrived damaged?
With every order, we do our best to safely package your goods, but if your goods arrive damaged please take a picture and send it to us within 48 hours of receiving your goods.
Whilst we cannot take responsibility for the mishandling of your goods during transit, we will issue you 80% of the purchase price in store credit in place of the damaged item [less postage costs].
Please note, through our courier, we are automatically notified when your delivery has been made and operate on the timing of these details.
What is my candle made from?
Your candle is created with 100% natural soy wax, ensuring your home is filled with natural elements. Just like hair and body products, our candles are made using fragrance oils. These are a blend of essential and synthetic oils – which results in the safest and most effective burn and fragrance release in your space.
How long does my candle burn for?
If you care for your candle correctly, your large candle can burn for up to 85 hours, and your small can burn for up to 45 hours. Be sure to read your candle care instructions at the bottom of the gift box, or visit our candle care and safety page for full details on making the most of your candle.
How long can I burn my candle for at a time?
We generally advise burning your candle for no longer than 3 hours at at time. This prevents the jar from overheating. Wait until the wax has fully set before relighting the wick.
Why do I need to trim the wick?
As you burn your candle, the wax volume will reduce, leaving a longer wick which often appears like a mushroom at the tip. Trimming the wick (ideally close to 7mm remaining) before each burn to ensures the wick remains upright and does not curl back into the wax before it sets. This will make re-lighting your candle impossible next time, not to mention it will dirty the quality of the wax!
How do I stop the wax from tunneling?
On your first light, burn the candle until the wax liquefies to the edge of the jar. To be on the safe side, allow for up to 1 hour on your smaller jar, and 2 hours on your large jar. The candle will create a ‘memory’ edge, and each burn thereafter will only melt the wax to that memory edge.
When do I know my candle is “finished”?
Leave approximately 7mm of wax at the base of the jar before you have officially burnt through your candle. You can measure this by lowering a skewer or any other fine, sharp implement into the wax whilst liquefied. We advise that you do not continue burning your candle beyond 7mm because the jar will overheat and is at risk of cracking or exploding.
Why is there black residue around the rim of my jar?
Black residue is soot which has built up as the wick burns through. With a cool, damp cloth this can easily be cleaned away so your the rim of your jar remains clean.
How can I repurpose my candle jar?
We love this question! There are many ways you can repurpose your jar:
- Small vase to hold fresh cut flowers
- Fill your jar with wrapped chocolates/lollies for the coffee table
- Sugar bowl
- Holding items of stationary ie. pens, clips
- Place a tealight inside the jar
- Refill with bath salts/hot chocolate, cover with fabric, seal with twine and re-gift to a loved one
Above all, we would love you to recycle your jar with us! Simply collect 5 Simple Retreat jars, clean them thoroughly and return them to us for a $50 gift card.
What if my candle jar breaks during usage or the wick doesn’t burn properly?
If you are caring for your candle appropriately, you should not have any issues with burning through your candle. For this reason, we do not take responsibility for issues regarding the quality of your burn, the effectiveness of the wick or damages relating to your jar during your usage. Please read our Candle Care & Safety instructions carefully via this website or underneath the gift box to ensure you can maximise the use of your candle.
What is the best way to wash my jar?
Try the following:
- Fill your jar with boiling water.
- Leave it until the water cools down and all the wax residue lifts to the surface of the water.
- Simply remove the set wax, and wash the jar out with warm, soapy water.
- Once you start re-purposing your jar, the jar can be washed at any time using your dishwasher.
**DO NOT place the jar inside the dishwasher while it contains wax. Wax will clog your dishwasher and may build up over time, causing damages.**
GIFTS, ORDERS & PAYMENTS
Do you offer gift wrapping?
We like to offer gift wrapping as part of select promotions, but otherwise we do not offer gift wrapping with every purchase.
How will I receive my gift voucher?
Your gift voucher is a code which will be emailed digitally to your listed email address.
Can I change the delivery address after I’ve placed an order?
Once you have placed your order we will start to create and assemble your goods. If you wish to revise the delivery address, we will need notification within 48 hours of placing the order.
Will my order come with a receipt?
No. Your purchase confirmation will be provided via email as soon as you’ve placed your order. This means you will not have to worry about receipt inclusions in the event that your order will be delivered as a gift.
Can I use more than one promotional code at a time?
Unfortunately not, only one promotional code can be used at a time at checkout.