Refund policy

Damages and issues

Please inspect your order upon reception and contact us immediately if your item is defective, damaged or if you receive the wrong item. This is so we can evaluate the issue and make it right.  

We are not liable for any damage your Cookie Candle receives in transit. Due to this we recommend local pick up of your order, however we take pride in our packaging and do everything possible to help your order arrive safely through post. In the event of a damaged order, please contact us at hello@cookiecandles.com.au so we can assist you. We do not provide refunds for wicks that have fallen out of Cookie Candles as they are designed to be removable- and as such they can also be put back in quite easily.

We do not guarantee perfection, but we take pride in the quality of our products. Please remember that Cookie Candles are a handmade product and as such, they are all one of a kind. We may use cookie cutters, but each one is individually hand crafted and there may be variations in the item you receive. 

Returns

If you detect a human error with your product or it is faulty, please contact us at hello@cookiecandles.com.au. If this is the case, a refund or a remake may be offered to rectify the product and get it back to you. We cannot accept returns for change of mind due to food safety, so please select carefully. 

Exceptions / non-returnable items

Cookie Candles is unable to accept returns on it's products under food safety requirements. If you are not satisfied with your product, please contact our customer support team at hello@cookiecandles.com.au. We also cannot accept returns on personalised or customised products, including products on sale or are nearing/past their best before date. Please get in touch if you have questions or concerns about your order.

Exchanges

We do not accept exchanges due to the nature of our products, so please select your items carefully before purchasing and ensure it's what you are after.

Refunds

We do not offer refunds for change of mind. In situations when refunds have been deemed appropriate, we'll let you know if a refund is approved. Please send any supporting photographs to hello@cookiecandles.com.au along with your original order number. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process refunds. We do not cover postage to return an item for refund. In some situations a replacement item may be issued to you at no cost. Your satisfaction is paramount!

If more than 15 business days have passed since we’ve approved your refund, please contact us at hello@cookiecandles.com.au.