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Frequently Asked Questions

Orders & Payments

You do not need an account to place an order, however by creating an account you will be able to view your order history, add products to your wishlist, save addresses and more.

We currently accept paypal and bank transfer (5% discount off your order if paying by bank transfer)

All card payments are currently processed through Paypal.

Paypal accepts most major credit and debit cards including Visa, Mastercard and American Express.

All payments are in Australian Dollars

We will confirm by email as soon as we have received your order, if for any reason you do not receive a confirmation email within 1 hour of ordering please contact us on help@thewiltingwick.com

All orders received before 3pm are processed the same day

Delivery & Returns

All orders are dispatched within 24 hours of payment (excluding weekends). You should receive your order within 3-5 days after dispatch.

Please contact us if you haven't received your order within 7 days.

All our deliveries require a signature, a card with instructions on how to collect your order will be left if no-one is home to sign for the delivery.

The shipping costs are calculated at the checkout, our shipping costs include packaging and handling.

After placing items in your cart a shipping estimate can be obtained by entering postal details on the cart page.

We offer a 30 day no quibble return policy if you change your mind.

All return postage costs are the customers responsibility.

All items must be returned in their original packaging and must be unopened.

A full copy of our Returns Policy can be found here

Please contact us at help@thewiltingwick.com if you wish to return an item.

Your refund will be processed within 24 hours of receiving the returned item subject to inspection of the item.

Please allow 5-7 days for the refund to appear in your account.

All refunds will be processed by the same method of payment.

Products

We use 100% natural soy wax in our candles, we do not use paraffin or palm wax in any of our products.
Most definitely, all our products are cruelty free. We do not engage with any supplier who tests any products on any animals.
Yes! All of our candles are individually hand poured in Australia
The product description of each product contains the individual burn times, please note these are an approximate guide only. Various factors affect the burn times including ambient temperature and placement of the candle. On the initial use allow the wax pool to reach the side of the jar, this will prolong the candles life. Also trim the wick before each use to approx 5mm and remove any debris.

My Account

You can re-set your password by  clicking here

Alternatively you can reset your password on the login page by clicking the forgotten password link


Please contact us on help@thewiltingwick.com and we will be able to advise you of your email address

Yes!  As Paypal processes all our payments using encrypted methods of processing, all your card details are stored securely.