Contents
Security
The Candle Company recognises that security is one of the major concerns for the shopper during an online transaction. So we use WorldPay, the world's leading payment gateway, to handle all of our online payments. Once you have completed your shopping and proceed to the checkout then you will first be asked for some shipping details before you are forwarded to the WorldPay site where you will submit your credit card details.
WorldPay employ state of the art security tools and techniques to ensure that you are protected against online fraud. In reality, an online purchase is probably more secure than a card transaction conducted in a shop, over the telephone or by fax - because WorldPay ensure that your online purchase details are encrypted using complex logarithm methods. For more information about WorldPay online security visit the WorldPay website at www.worldpay.com.
Privacy
The Candle Company is committed to honouring and protecting your privacy while at the same time providing you with a first rate on-line shopping experience. As an important part of respecting your privacy, we believe that you have the right to know what information is collected by this Website and how such information may be used.
We collect information from you in two ways:
- When you contact us, you provide us with an email address and whatever information you choose to submit in connection with your enquiry.
- When you place an order with us, you submit your name, shipping address, email address and other contact details.*
We use this information to contact you, respond to your enquiries, and to process, deliver and receive payment for your purchases. We do not share this information with any party, except where it is necessary to complete your enquiry or order.
*Note that we don't collect your credit card details because we never get to see them! You submit your credit card details to our payment gateway, WorldPay, and they remit the order amount to us without revealing your credit card details. For more information about WorldPay's privacy policy visit the WorldPay website at www.worldpay.com.
Payment Options
The Candle Company accepts 2 forms of payment:>/p>
- Online Credit Card Payment. Customers can use the Visa or Mastercard to pay their order at the time of purchase. At the checkout, simply select the payment option titled "Credit Card". The credit card payment is handled by a secure third party called WorldPay. For more information about WorldPay visit the WorldPay website at www.worldpay.com.
- Bank Deposit. Customers can deposit money into our bank account at their local bank or via an internet payment. At the checkout, simply select the payment option titled "Bank Deposit". An email will be sent to you once you have completed the order, containing our bank account details.
We do not accept cheques.
Shipping
Where do we ship?
- We ship anywhere New Zealand.
- We regret that we do not ship to addresses outside of New Zealand at this time.
- We do not ship to P.O. boxes since we use a courier.
How much will it cost?
- Shipping costs depend on the destination:
- North Island - $6
- South Island - $9
When will your order be delivered?
- Allow 10 working days for orders containing coloured Premium Pillars or coloured Table Candles.
- All other orders should be received within 5 working days.
- Those with rural addresses may experience an additional delay of 1-2 days.
- In the event that an item is temporarily out of stock then we will contact you.
Returns
In the majority of cases where you want to return an item then we will be happy to provide a refund. Read the details of our returns policy below and if you have any questions then contact us and we'll be glad to help.
You have received an item that is damaged
- You must contact us within 48 hours of receipt of the damaged item.
- We will arrange for the damaged item to be shipped back to us at our expense. The item must be returned in the original packaging.
- A replacement item will be shipped to you at our expense.
You have received the wrong item
- You must contact us within 48 hours of receipt of the wrong item.
- We will arrange for the wrong item to be shipped back to us at our expense. The item must be returned in the original packaging.
- A replacement item will be shipped to you at our expense.
You have changed your mind about an item
- Please note that premium pillars can't be returned on this basis because we have to order them specially for each customer.
- You must contact us within 7 days of receipt of the item.
- You will need to return the item to us in the original packaging and at your expense.
- The item must in the same condition in which you received it.
- You will be refunded the cost of the item (excluding shipping).
Candle Care
Candle Company would like you to receive maximum enjoyment from the candles you purchase from us. For this reason, we have included these handy tips and safety information.
Handy Tips
- Burn your pillar candle one hour for every 2.5cms of its diameter the first time you light it. This will allow the pool of wax to extend to the outside rim and prevent your candle from forming a "canyon" in its centre. In future burnings, all candles will only burn as far from the wick as they did the first time. This is referred to as a "candles memory". Once broken in allow candle to burn no longer the number of hours that equal its diameter; example a 2-inch diameter candle 2 hours etc.
- Avoid placing candles in direct sunlight to prevent discolouration and disfigurement. The most fade resistant candle will still fade after repeated exposure to sunlight.
- If the candle flame is flickering or smoking the wick is too long and will need trimming. Keep wicks trimmed to 5mm. Fragranced candles will have a tendency to smoke more than others if the wick is not trimmed appropriately.
- If in the unlikely event that your candle is smoking and you've already trimmed the wick 5mm, extinguish the candle immediately. Pinch or trim the wick just a bit more and the smoking will stop.
- Candles need oxygen. If you burn a candle in a small, confined area it will smoke. Consider the size of the room when arranging your candles.
- To sample a scented candle, breathe the fragrance in from the bottom of the candle rather than the top or sides. Undisturbed by circulating air, the aroma will be intensely concentrated there, more so than on any other part of the candle.
- For all votives to achieve their proper burn time they must be placed in a snug, proper size votive holder since by nature, they liquefy when burned.
- Store candles in a cool place as cool wax burns longer.
Safety Information
- Never leave a burning candle unattended.
- Keep candles out of reach of children and pets.
- Always place candles on a level heat resistant holder, choosing a size appropriate for the candle.
- Always light candles in a draft-free area to prevent dripping, smoking and uneven burning. If a draft cannot be avoided, turn the candle 180 degrees every hour.
- Never burn a candle completely. Dispose of it when it burns to within 2.5cms of the base or holder.
- Remember to remove the labels on your candles before lighting.
- Remember to remove any wick debris when trimming your candle.
