FAQs
How much does shipping cost?
Australia – Standard Shipping with Australia Post:
$10 flat rate Australia-wide, or FREE on orders over $100.
Australia – Express Shipping:
$16.99 flat rate Australia-wide.
International Shipping:
We ship internationally. Shipping rates and delivery options for overseas orders are calculated and displayed at checkout based on your location.
When will my order be dispatched
Orders are dispatched Monday to Friday (AEST/AEDT).
Most orders are dispatched within 2 business days. During busy or promotional periods, dispatch may take up to 5 business days.
Once your order has been dispatched, you will receive a shipping confirmation email with tracking details. Please allow up to 1 business day for tracking updates to appear.
How will my order be delivered?
All orders are delivered without a signature required and may be left in a safe place at the delivery address provided, unless otherwise specified at checkout.
Please ensure your delivery address is secure. Scent Society Australia is not responsible for parcels that are lost or stolen after being marked as delivered by the carrier.
How long does delivery take?
Australia – Standard Shipping (from dispatch date)
NSW & ACT: 2–5 business days
QLD & VIC: 3–5 business days
SA: 4–6 business days
TAS: 5–6 business days
NT: 7–10 business days
WA: 7–11 business days
Australia – Express Shipping (from dispatch date)
NSW & ACT: 1–2 business days
QLD, SA, VIC & TAS: 2–3 business days
NT: 3–4 business days
WA: 3–5 business days
International delivery timeframes vary by destination and will be displayed at checkout.
Can I return my order if I change my mind?
Yes, we accept change-of-mind returns provided that:
- You contact us within 14 days of delivery
- The product is unused, unopened, and in its original packaging
- The item is in a condition suitable for resale.
Due to the nature of candles and fragrance products, we cannot accept returns on items that have been opened, used, or tested.
Please note: Return shipping costs are the responsibility of the customer, and original delivery fees are non-refundable.
What happens after I request a return?
Changed your mind?
Eligible items will be refunded once received and inspected.
Received the wrong item?
We will send the correct item or issue a refund.
Product damaged or faulty?
We will offer a replacement or refund, at our discretion, once the issue has been assessed.
Do you refund or replace items with damaged packaging?
If the product inside is undamaged and functional, we do not offer refunds or replacements for packaging-only damage.
Do I have to pay for return shipping?
Yes. Unless your return is due to a fault or an error on our part, return shipping costs are the responsibility of the customer. Original shipping fees are not refunded.
How are refunds processed?
Approved refunds will be issued back to the original payment method. Please allow standard processing time for funds to appear in your account.
What if my return is lost in transit?
We strongly recommend using a tracked shipping service and keeping proof of postage. Scent Society Australia is not responsible for returns lost in transit without tracking.
How do I request a return or refund?
Please contact our Customer Service Team at info@scentsocietyaustralia.com Include your order number and details of your request so we can assist you as quickly as possible.
Are Scent Society Australia products vegan-friendly?
Our products are cruelty-free and are not tested on animals. They are free from parabens, PEGs, and animal-derived ingredients, meaning they can be considered vegan-friendly.
How long will my Scent Society Australia candle burn for?
Burn time varies depending on candle size and how it is cared for, but generally, 350g candles burn for 50+ hours.
Actual burn time can vary based on several factors, including wick trimming, how long the candle is burned each time, air flow in the room, placement near air conditioning or drafts, and the age of the candle. Longer burns that create a deeper melt pool may cause wax to evaporate more quickly.
To get the best performance and longevity from your candle, we recommend following the care instructions provided with your order.
How long will my diffuser last?
Our reed diffusers are designed to last four-six months once opened, and up to 12 months if cared for correctly. Longevity depends on environmental factors such as room temperature, direct sunlight, air circulation, and how often the reeds are flipped.
For best results, place your diffuser away from direct heat or sunlight and refer to the included care instructions.
Do I need to trim my candle wicks?
Yes. We recommend trimming the wicks to approximately 7mm before each burn. As the candle burns down, the wicks naturally become longer, and trimming helps ensure a clean, even burn while minimising soot.
What does “triple scented” mean?
Triple scented refers to the use of a high fragrance load in our candles. This allows for a strong scent throw and long-lasting fragrance, meaning you don’t need to burn the candle for extended periods to enjoy its aroma.
Why do some scents feel stronger than others?
Fragrance strength can vary depending on the type of scent and how it has been blended. Different fragrance notes behave differently in a space — some slowly build and linger, while others are more vibrant and immediate.
How we perceive fragrance can also change depending on the time of day, environment, and even our own energy levels. For this reason, one scent may feel more noticeable at certain times than others.
How long should I burn my candle for each time?
For best results, we recommend burning your candle long enough for the wax to melt across the entire surface, but no longer than four hours at a time.
Burning for too short a time may cause tunnelling, where wax builds up around the edges. Burning for too long can cause the wicks to become unstable and may overheat the glass.
Why should I stop burning when there is about 10mm of wax left?
Once the wax level becomes very low, there may not be enough wax remaining to safely absorb the heat of the flame. Continuing to burn beyond this point can cause the glass to overheat or crack.
Why is there black residue on the rim of my candle jar?
Black residue, also known as soot, can occur if the wicks are too long or the candle has been burning for extended periods. Trimming the wicks to around 7mm before each burn helps prevent this.
If residue appears, it can be gently wiped away with a dry paper towel once the candle has cooled.
Why has my diffuser liquid changed colour?
Over time, diffuser liquid may change colour once exposed to air. This is a natural oxidation process, similar to how fruit changes colour when cut. This does not affect the performance or fragrance of the diffuser.
We’d love to hear from you.
If you have a question about your order, need help choosing a scent, or want to know more about our products, our team is here to help.
Please reach out to us at info@scentsocietyaustralia.com and include your order number where relevant so we can assist you as quickly as possible.
We aim to respond to all enquiries within 1–2 business days, Monday to Friday.
Thank you for supporting Scent Society Australia.
