FAQ's
Frequently Asked Questions - Your Guide to a Smooth Shopping Experience
COMMON QUESTIONS
Where will my orders be shipped from? All orders are currently shipped from Perth, Western Australia.
Do you offer International Shipping? At the moment, orders from the Angel Lights Co. website can only be delivered within Australia. We're actively exploring International Shipping options, so be sure to subscribe to our newsletter for the latest updates on this exciting expansion.
Delivery Options & Shipping Costs Angel Lights Co. prioritizes your convenience with Shippit, a versatile multi-carrier shipping software. During checkout, you'll have the flexibility to choose the shipping options that best suit your needs. We're committed to providing hassle-free shipping solutions for your orders.
Gifting & Personal Messages When you purchase any 400gm scented soy candle, you'll automatically receive a small gift card and premium wrapping. If your order is intended as a gift, please send an email to hello@angellights.com.au with your name, order number, and a brief message. Your order will come beautifully presented with a gift card that includes your message, wrapped in premium gift packaging and enclosed in a stylish gift box. Rest assured, gift orders that are shipped out won't contain any payment information.
Can I cancel or amend my order? We encourage you to review your order carefully before completing it, as changes or cancellations can't be accommodated after you've received a confirmation email and your order is in our system. This policy is in place to ensure the efficiency of our order processing.
What should I do if my order is damaged in transit? In the unfortunate event of any damage during transit, please consult our Delivery & Returns Policy for comprehensive information and instructions. It's crucial to email your details to hello@angellights.com.au within 10 days of receipt. To facilitate a smooth resolution, kindly refrain from posting negative comments on social media before giving us an opportunity to address your concern. We're here to assist you in the best way possible.
Tracking your Package? Once your order is picked up and shipped by your chosen transport carrier, you'll automatically receive a tracking number by email. Tracking updates are accessible via the "Track Your Parcel" feature. For registered online profile users, tracking information can also be found in the Order History section of your account.
Please allow up to five (5) business working days for the funds to reflect on your bank statement after making a purchase.
For purchases made through an Authorised Angel Lights Co. Stockist? If you wish to return or exchange items purchased from an authorized stockist, please consult their Returns Policy for guidance on how to request a refund and/or exchange.
*Giftsets, Kits, pre-packaged Bundles, Travel Kits: Please be aware that a change of mind return is not applicable to Gift Sets, Kits, pre-packaged Bundles and Travel Kits. However, you can return or exchange any of our Gift Sets* following the guidelines outlined in our Delivery & Returns Policy, but they must be returned as a whole with all products unopened in their original packaging. Individual products within a Gift Set* cannot be returned or exchanged separately. Please note that postage, insurance, and handling costs for returning Gift Sets are your responsibility.
Gift Cards/e-Gift Cards Gift Cards are non-refundable and cannot be exchanged for cash, unless required by law. For more details on Digital e-gift cards, visit our website: Digital e-giftcard.
Shipping
Currently, our shipping services are available exclusively within Australia. However, we're actively exploring options to extend our reach to selected international destinations. If you're eager to have Angel Lights Co. products delivered to your country, please feel free to reach out to us at hello@angellights.com.au with your request. Be sure to stay updated on the latest news, upcoming events, and special promotions by subscribing to our newsletter.
How long will it take to receive my order?
The delivery time for your order depends on your location. Generally, you can expect your order to arrive within 1-2 weeks within Australia. For more detailed information, please refer to our comprehensive Delivery & Returns Policy.
What to Expect During Delivery:
Please note that a delivery is considered attempted once we dispatch it. We are not responsible for any delays or liability if there is no one available to receive the delivery at the specified address. Deliveries are typically left at your home address unless your order specifies otherwise.
Tracking Your Order:
All shipped orders come with tracking numbers, and you will receive an email notification with this information. You can also log in to view your Tracking Number.
Responsibility for Delivery:
Most couriers offer contactless delivery, but if a signature is required, it is your responsibility to ensure someone is available to receive the goods upon delivery. If delivery is unsuccessful and goods cannot be left, they will be returned to the courier's depot, and you will need to arrange collection. A second delivery fee may apply for redelivery.
Loss or Theft After Delivery:
Once goods are delivered, we are not responsible for any theft or loss. It is crucial to ensure that your shipping address is safe for the delivery of goods or that someone is present to receive the delivery.
Shipping to Regional Areas:
If you reside in regional areas, please consult the relevant conditions of our shipping partners. For areas where Australia Post regulations prohibit delivery to P.O. boxes, provide a physical address for your convenience.
Please be aware that all items from Angel Lights Candle Company are shipped pursuant to a shipment contract, meaning that the risk of loss and title for the items pass to you upon our delivery to the carrier.
Non-Delivery Issues:
If you have not received your order within 2 weeks, please contact us as soon as possible. Regrettably, we cannot address non-delivery issues beyond 3 weeks from the estimated delivery date. If you find your order is overdue, please notify us at hello@angellights.com.au for prompt assistance. Your satisfaction is our priority, and we are here to help ensure a smooth delivery experience.
We use all major carriers who have partnered with Shippit (ecommerce transport platform) and other local courier partners. You’ll be asked to select a delivery method during checkout that best suits your needs.
Product
We ask you email us immediately should there be any concerns with your order. Please also refer to our Delivery & Returns Policy.
If you have a special event on the horizon, we have got you covered. At Angel Lights Co., we offer bespoke candles tailored to your exact preferences. Our Bespoke Candle Service allows you to design everything from fragrance to packaging, effortlessly shaping your vision into reality. Whether it's a wedding, birthday, or corporate gifting, we personalize every candle and gift set to perfection.
To get started, email us at hello@angellights.com.au or visit our Contact Us page. Elevate your special occasions with our exquisite, custom-made candles.
Any questions?
If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.