FAQ

1.    WHERE ARE YOUR CANDLES MADE?

Our candles are hand poured in Melbourne, Australia using a blend of essential oil and fragrance and soy blend wax.

2.    THE CANDLE I WANT IS OUT OF STOCK, WHAT HAPPENS NOW?

Send us an email shop@graceandjames.com.au with the candle you’re after and we will be able to give you an estimated arrival time or suggest something similar.

3.    HOW DO I CARE FOR MY PRODUCT?

Our candles have care instructions on the base of the vessel. Before you burn your candle, trim the wick to at least 4mm and burn for at least 3-4 hours to get an even burn pool. This is when fragrance will be released at its best. Before you burn your candle again, repeat the above process.

4.    HOW MUCH IS POSTAGE?

Postage for all orders in Australia is a flat rate of $10

5.    HOW SOON WILL YOU SEND MY ORDER AND HOW LONG WILL IT TAKE TO ARRIVE?

We aim to send all orders within 2 business days, you will receive an email confirmation once your item has been shipped. Standard shipping in Australia allows 2-5 business days. Most items we will ship express (because we love you) for arrival in 1-2 days. If you have a tight deadline, email us shop@graceandjames.com.au and we will jump on it. 

6.    I’M PURCHASING THE CANDLE AS A GIFT, CAN YOU INCLUDE A CARD?

Of course, we can include a personalised note for you just email us shop@graceandjames.com.au

 

7.    I ENTERED THE WRONG ADDRESS DETAILS IN THE CHECKOUT, HOW CAN I FIX THIS?

Email shop@graceandjames.com.au with your order number and we will adjust accordingly so your candle makes it’s way to you safe and sound.

8.    WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payments via Square, so all major credit and debit cards (Visa, Mastercard, American Express).

9.    WHAT IS YOUR RETURN/EXCHANGE POLICY?

We will happily exchange your product for another scent if you you’re not 100% happy with it and contact us within 14 days of your order being received. We only offer refunds if your product is damaged or faulty, please email a photo of the damage to admin@graceandjames.com.au

 See the full exchange/return policy in our TERMS & CONDITIONS

10. WHAT IF MY CANDLE ARRIVES DAMAGED? 

If your candle arrives damaged you will need to email us shop@graceandjames.com.au within 14 days of receiving your order along with a photo showing the damage so we can review it.

11. WHERE IS YOUR STORE LOCATED? 

You’re in it! www.graceandjames.com.au is where we sell our candles. Alternatively, head to our stockist page to find a store nearby or visit our showroom at 9/18-20 Edward Street, Oakleigh VIC 3166. Sign up to our newsletter to receive the occasional update on pop up locations and new products!

12. ARE YOUR PACKING PEANUTS RECYCLABLE?

Yes! We care about the environment and the mark we are leaving on our planet. Our packaging is 100% recyclable, with our packing peanuts being made from cornstarch. Simply add water as they are completely biodegradable.

 

CONTACT INFORMATION

Feel free to contact us with your questions any time via email: admin@graceandjames.com.au