Shipping and Returns
Our shipping rates are as follows:
We offer a flat rate of $10.00 for any shipping charges within Australia.
We use Australia Post with the estimated delivery time of 3-4 business days depending on your location. Shipments are subject to product availability however at MSOI will endeavour to do our best to accommodate you.
Once we dispatch your order, an email providing the tracking details will be sent to your nominated email address. Signature on delivery is required so please note for this reason we are unable to send to a post office box. Please ensure that all details are correct at the time of placing your order as MSOI takes no liability for the delivery of the parcel to any address that was incorrectly entered at the time of purchase.
At this point in time, unfortunately MSOI does not offer International Delivery on standard products.
For overseas custom orders please contact us at email@example.com
REFUNDS + RETURNS
Please contact us at firstname.lastname@example.org to get instructions before returning a candle. MSOI will not refund for “change of mind”.
At MSOI, we take the time to carefully inspect and correctly pack our candles prior to shipping. In the unlikely event that you believe your candle has sustained damage during transit, please email clear images of the suggested issue, along with the original order number to email@example.com within 5 business days of your order arriving and we will be sure to respond to this request within 2 business days.
Due to the nature that your candle is custom made to your requested vessel, scent and quote, as a “customised candle”, we do not offer and exchange or refund for change of mind.
Unfortunately any customised orders are unable to be returned for a refund, exchange or credit voucher unless the item is deemed as faulty. If you believe that your candle is faulty or damaged, please send images of the suggested issue and your original order number to firstname.lastname@example.org where will we have one of our customer service team assess the product within 2 business days.
NON – CUSTOMISED CANDLES
To Exchange a Candle Please Note; the candle you wish to exchange must be in an unused, unaltered and in its original packaging and be of a re-saleable condition. Exchanges are subject to product availability however at MSOI we will do our best to accommodate you with your replacement candle. MSOI will not refund for “change of mind”.
With all our “non-customised” candles, we are happy to exchange, in the event you’re not happy with your choice however this can only be on candles that were purchased at the full price and we are notified within 5 business days of you receiving your order. You must contact us at email@example.com and we will issue you with an authorisation number after which time the candle must be returned to MSOI within 7 days.
All return postage costs back to MSOI, will be at your expense. It is a condition that you agree to use Registered Post along with the correct insurance value to ensure no damage is sustained by the items during transit. Your replacement candle will be shipped free of charge.