SHIPPING & RETURNS
SHIPPING POLICY
Due to COVID-19, delivery services are experiencing delays across the network. This may result in your order arriving late. Please know we are dispatching orders as soon as possible but cannot be responsible for any delays caused by our courier partners.
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AUSTRALIAN SHIPPING
METRO DELIVERIES VIA COURIER | 1-4 business days
Charged based on weight, FREE for orders over $95
REGIONAL DELIVERIES VIA COURIER | 2-8 business days
Charged at a flat rate - failure to select this option will result in a request for additional charges or order to be cancelled, FREE for orders over $150
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Please allow 2-3 business days for all orders to be processed and shipped.
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Purchases made on weekends and public holidays are processed the following business day. Once your order is dispatched you will receive your tracking number via your email entered at checkout.
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If you are placing your order with PayPal - your order will only be dispatched once the payment has cleared.
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*Shipping times do not include dispatch times, during high volume periods & sales dispatch times may vary.
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INTERNATIONAL SHIPPING
We charge a flat fee of $35 for ALL international orders up to 2kg weight limit. Please contact us for larger orders and a more tailored delivery charge. International orders may be subject to customs fees, which we do not cover and are the customer's responsibility to pay. Unfortunately we are unable to ship sample kits internationally at this moment.
Shipping times may vary:
Asia Pacific: 5-10 business days or 15-20 business days depending on location
Europe: 10-15 business days
USA: 10-15 business days
RETURN, REFUND & EXCHANGE POLICY
Due to the nature of our products, used candles cannot be exchanged or refunded. Please note we also do not offer refunds on change of mind purchases, and cannot exchange or refund custom orders.
However, we’ll be more than happy to replace products damaged during transit. If your candle was damaged during shipment, please contact us at hello@venusglo.com.au with proof of damage within 48 hours of receiving the order.
If you are not happy with your purchase due to a fault or if it not performing how it should, we accept all returns that are full priced and they are issued as Store Credit. Store Credits expire within 12 months, and can be used on any item online.
We try our best to accept all items returned to us, however, please observe our policy as follows:
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OUR POLICY
1. Orders must be returned to us within 14 days from date of purchase (as indicated on your order). Returns outside this period will be sent back to you.
2. Items must be returned in their original condition. This means the candles must be unburnt, containing all packaging and have no stains or marks.
3. No returns or exchange for items purchased using a credit note and sale items, as well as gift cards.
4. Store credit is valid for 12 months from date of issue and cannot be used in conjunction with any other offers.
5. The customer must cover for the cost of the return shipping. Venus Glo will not be held responsible for parcels that are lost and cannot be traced with a tracking number.
In the event that an item is returned in a condition not satisfied by our criteria above, we will have to send it back to you and this may incur additional costs.
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Refunds will only be considered at management level and should not be expected. Refunds will be issued via the same method of initial payment. Please make sure you are fully aware of your the conditions of refunds if paying by AfterPay. Refunds can take up to 10 business days to hit your bank account.