SHIPPING & RETURNS

We only offer refunds if your order arrives to you damaged in transit, by supplying images and proof of receipt it will help make it a quick process .

To start a return, you can contact us at info@nekocandle.com If your return is accepted, we’ll ask you to send your item back to us. We will refund the amount you paid for the item and also refund you for the shipping you paid to return the item once a receipt is supplied to us.

 

Shipping within Australia

We offer free shipping for orders over $100 Australia-wide! 

We also ship internationally, postage is calculated at checkout.

All orders are processed within 3 business day, however please allow up to 7 business days during busier periods such as Christmas.

Please ensure you have entered your shipping address correctly, as additional shipping charges for a redelivery will be charged. 

 

Covid-19 Delays

Unfortunately Covid-19 and various lockdowns across Australia has seen a delay in the postage and courier networks. We are dispatching orders within 3 business days, however please allow a slight delay in your parcel arriving to you. Once your parcel leaves our studio, we have no control over the time it takes to get to you.

 

Missing Parcels

Due to the impact of Covid-19 and Australia Post congestion, there have been parcels go missing. In the event of a missing parcel, we will wait a further 14-days to ensure the item is not found and delivered. Beyond this, we will replace the item for you. 

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.