FAQ

If your question is not answered on this page, please contact us at admin@potionsillustration.com and we’ll get back to you as soon as possible.

Ordering

I forgot something! Can I add to my order?

If your order has not shipped, please email admin@potionsillustration.com to request a shipping quote for extra candles. You can find a break down of postage costs here [Coming soon]. In some cases, no extra shipping will be needed, in other cases, you may need to pay more in shipping to add to your order (adding to an order will always be cheaper than making two orders).

Shipping

What is your processing time?

The time we need to prepare an order for shipping varies, however, we will always do our best to have your order shipped within seven business days unless otherwise stated on our website.

How long will shipping take?

Unfortunately, I cannot guarantee these shipping times, they are estimates provided to us from our shipping carrier. Actual delivery time will depend on the shipping carrier and customs.
Australia: 3-10 business days
New Zealand: 3-10 business days
North America: 1-6 weeks
Europe: 1-6 weeks
Asia Pacific: 1-6 weeks
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply.

Do you ship worldwide?

Yes! You can calculate shipping costs in your cart (before checkout, hooray!)

Why does shipping take so long?

Unfortunately, we have no control over shipping times. Due to cost, we use the basic service provided by our international shipping carrier Australia Post, you can find more about their shipping times at their website.

Is my order tracked?

It’s important to us to offer you the cheapest possible shipping solutions, for that reason, the availability of tracking depends on your location.

All candle orders within Australia come with tracking. If you live in an Australian metro area, your package will be delivered by courier, if you live in a rural area, or your parcel is being sent to a P.O. Box your parcel will be delivered by Auspost.

Unfortunately, at this time, we’re unable to provide tracking on international items. However, if you’d like to have your package tracked please email us at hello@potionscandleco.com and we can set up a custom listing that includes tracking.

Does the shipping cost include packaging and handling?

Yes! There are no hidden fees in our prices!

Damages, Returns, Exchanges + Cancellations

My candle arrived damaged! What do I do?

If your candles arrived damaged please take photographs and contact us at hello@potionscandleco.com. We’ll get right back to you and sort everything out.

I got my candle and it’s not my cup of tea. Can I return it?

If you contact us within 7 days of receiving your candle, we’re more than happy to allow returns of unlit candles with shipping at the buyer’s expense. If the item/s is/are not returned in the original condition, the buyer is responsible for any loss in value.

Something came up, and I need to cancel my order! Can I?

You can easily cancel your order by contacting us at hello@potionscandleco.com  within 24 hours of purchase.

Can I exchange my candle for something else?

Unfortunately at this time, we don’t accept exchanges, however, please contact us if you have any problems with your order.

Custom Orders and Wholesale

If you are interested in contacting us for a wholesale price, please email us at admin@potionsillustration.com with your desired quantity. Please note, our wholesale minimum order quantity is 50. Please allow three weeks processing time from the date of order placed, for us to hand-draw your label and create your candles.

Unfortunately, at this time, we’re not taking custom commissions.

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