Frequently Asked Questions
When will my order be shipped?
All orders are shipped within 48-72 hours of full payment being received. Most of our products are hand made to order and require a minimum 24 hours setting time.* We use a range of couriers in the effort to ensure your order is delivered to you in a timely manner. By default, your shipping will be granted a status of authority to leave. If you do not wish your package to be left, and require a signature on delivery, that option will need to be selected.
* Custom orders, bulk orders and some products may take longer to ship. We will contact you with estimated shipping times within 24 hours of order placement.
Can I pick my order up?
Yes. Your order can be picked up from Emu Plains, NSW. Please advise in the comments section of the cart if you would like to take advantage of this option or alternatively contact us at firstname.lastname@example.org to arrange collection.
What payment methods do you accept?
We accept credit and debits cards*, direct deposit, cash, PayPal, Afterpay and ZipPay.
*Card payments securely processed via Stripe.
Do you have a product showroom where we can view and sample your products?
No. We are happy to provide a viewing of our products in our workshop located in Emu Plains. Please contact us via email@example.com to arrange a suitable time to visit.
Do you accept custom candle orders?
Yes. We are always looking for new and exciting way to meet our customers’ needs. Please contact us via firstname.lastname@example.org. You can view previous custom orders here on our Instagram page.
What are the candle care guidelines I should be aware of?
When you first light your jar candle, keep it lit for 4 hours. This creates a memory for the life of the candle and ensures an even burn each time. Once cooled, you can trim the wick if desired. Wicks should be trimmed to 5mm. We recommend burning the candles for 3-4 hours at a time. Tea lights and melts can be burnt as and when required.
What are the Stix by Luminous Candles reed diffuser care guidelines I should be aware of?
When you first open your Stix reed diffuser and insert the reeds, you should let them soak for 5 to 10 minutes. Once soaked, you should up-end or turn over the reeds. You should up-end the Stix weekly or fortnightly, depending on how strong the fragrance is. Most fragrances will last 3-4 months from date of opening. If any liquid is spilled, you should wipe up immediately with a paper town ensuring all liquid residue has been removed.