Order & Payment

Order and Payment Information


How do I place an order?

  • Browse the website and add any items you wish to purchase by specifying the quantity and clicking Add to Cart
  • After you have added the last item you wish to purchase to your shopping cart, click View Cart to proceed to Checkout
  • Log in to your existing account or create a new account
  • Enter the shipping address
  • Select the shipping method to be used to delivery your order
  • Enter the payment type
  • Enter the credit card details if you are paying by MasterCard or Visa
  • Review the order details and click Submit Order.
  • If you are paying using your PayPal account, log into your account, ensure the order details are correct and submit the payment

How do I know you have received my order?

When your order has been placed, you will receive an ‘order confirmation’ email in your inbox. We also receive a copy of this. Be sure to check your junk box too, in case the email has bounced. If you do not receive the order confirmation, please contact us HERE and we will check that your order has gone through.

How long will my order take to arrive?

If your order is being delivered to NSW, VIC, ACT or NZ, it will arrive within 2-4 working days. If it is being delivered to SA, WA, NT, QLD and TAS, your order will arrive within 4-7 days.

What are your delivery options?

We offer free shipping on all Australian and New Zealand orders over $100. Or a standard shipping rate of $10. Read more information about shipping HERE.

Can I cancel or change my order?

If you decide that you no longer want your order within 1 hour of placing it, you can email us HERE and let us know.

Please note that if you contact us after 1 hour of the order being placed, we cannot guarantee that it has not yet been processed. However, we will do our best to accommodate you and cancel the order for you.

How do I know when my order is dispatched?

As soon as your order has been dispatched we will send you an email with your tracking details, so you can keep an eye on it's progress. You can also login in to your account and check your order status at any time.

I have not received my order, what can I do?

If you feel that delivery time has been longer than it should, please check on the status of your order in your customer account. You can then contact the courier company with the tracking details. If you are unable to see the tracking details please contact us HERE, we will be able to help.

My order was received damaged, what can I do?

If you receive your order and it is damaged, please contact us immediately HERE. We will be more than happy to replace the item for you and ensure your new order arrives safely. You will need to send the order back to us via post or courier. Once we have received the order we will send out a replacement right away.

Can I return my order if I am not happy with it?

If you are not completely satisfied with your purchase, you can return it for a full refund or replacement within 30 days. Returned goods must be in an unused condition with packaging and order confirmation included. Please allow 3-7 days for processing and understand that we cannot refund postage and packaging unless goods are deemed to be faulty. The customer is responsible for return shipping.

Can I place an order from a foreign country?

You can place an order from a foreign country; however orders can only be shipped to an Australian postal address.

What forms of payment are accepted?

We accept MasterCard, Visa and PayPal and Direct Deposit. If paying by direct deposit please pay using the deposit details shown. Shipment will be held until payment has be cleared which can take 2-3 days from the time you pay.

How do I pay with PayPal?

You will be transferred directly to your PayPal account once your order details are confirmed. PayPal payments can be in the form of credit cards, your PayPal account balance or a bank account linked directly to your PayPal account

When is my credit card charged?

When you place an order using a credit card, the total dollar amount is authorised by your credit card company at the time of your purchase. Once this amount is authorised, your credit card will be debited the total amount of the order and the funds held in a secure authorised funds account. The order is then processed and fully billed when it is shipped from our warehouse. At this point, the funds held in the authorised funds account are transferred to our merchant account.

Is my credit card and account information secure?

Candle Cottage is a safe and secure site. We have advanced SSL (Secure Socket Layer) encryption and authentication software in place to ensure that your credit card and account details remain secure.

Can you gift wrap my order and send it to a friend?

Yes we can. We offer a complimentary gift wrapping service at the checkout. You will find an option to have your order packaged into a special ECOYA gift box with a personalised message included.

Make sure that you have entered your friend’s delivery address as the ‘shipping address’ to ensure it is delivered to them.