Luxoma's Frequently Asked Questions Page

As an expert chandler in Australia, I'm here to guide you through the proper care and maintenance of your candles. It's important to follow these guidelines to ensure the safe and optimal use of your candles. Click the following link to see my up-to-date candle care guide.

As an expert soap maker in Australia, I'm here to provide you with essential guidance on the care and usage of artisan soaps. It's important to follow these guidelines to maximize the longevity and effectiveness of your soap. Click the following link to see my up-to-date artisan soap care guide.

Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable)If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact me at luxomacandles@gmail.com. 

Sale items (if applicable)Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. 

Exchanges (if applicable)I only replace items if they are defective or damaged. If you need to exchange it for the same item, send me an email at luxomacandles@gmail.com and send your item to: Luxoma, 1 Kenwick Place, Kirwan QLD 4817

Once your order is placed, you will receive a confirmation email letting you know that I have received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

My policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, I can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, I require a receipt or proof of purchase. 

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery