Shipping Policy
Thank you for choosing SOYU CANDLE!
Each of our candles is handmade with love and care. Below are the details of our shipping process:
Processing Time
All orders are processed within 1-5 business days (excluding weekends and public holidays) for dispatch.
Processing times may be slightly longer during peak seasons or sales, but we’ll keep you informed.
Domestic Shipping (Australia)
We ship across Australia with flat rates.
In-Store Pickup
Customers can choose to pick up their orders at our store:
Mayfair Shopping Plaza, Shop 17/236-244 Sandy Bay Rd, Sandy Bay TAS 7005
We’ll notify you when your order is ready for pickup.
Additional Notes
Please double-check your shipping address to ensure prompt delivery.
Once shipped, you’ll receive a tracking number to follow your order’s journey.
We are not responsible for delays caused by carriers, customs, or other unforeseen circumstances.​
Return & Exchange Policy
Return and Refund Policy
At SOYU CANDLE, we take pride in our handcrafted products and aim to satisfy our customers. If you’re unhappy with your purchase or have any issues, we’re here to help.
1. Damages and Issues
Please inspect your order upon reception and contact us immediately if:
• The item is defective or damaged.
• You received the wrong item.
To address the issue, please provide:
• Photos of the damaged or incorrect items.
• Your name and order number.
Each SOYU CANDLE product is handmade, so minor variations in colour, appearance, or air bubbles may occur. Additionally, frosting (a natural white coating) and wet spots (where wax may separate from the glass) are common phenomena in natural soy wax candles. These are normal and do not affect the performance or quality of the candle, so they are not considered defects.
In the rare event your parcel is lost during delivery, we will issue a refund or replacement once confirmed by the delivery courier.
2. Change of Mind (In-Store and Online Purchases)
We understand that sometimes you may change your mind. Refunds for change of mind are available within 7 days of purchase (or receipt for online orders), provided:
• The item is unused, in its original condition, and the original packaging.
How to Return Items:
• In-store purchases: Please return the item to our shop within 7 days of purchase.
• Online Purchases: Email us at soyucandle23@gmail.com within 7 days of receiving the item. Include your name, order number, and any relevant photos.
Return Shipping for Online Purchases:
• Customers are responsible for the cost of return postage. Returns must be sent with tracking to ensure safe arrival.
• Items should be securely packed with adequate padding to prevent damage during transit.
Refund Process:
Refunds will only be processed once the returned item has been received and inspected. Shipping costs are non-refundable, and refunds will be issued to the original payment method, excluding the original shipping charges. Please allow up to 5 business days for processing after we receive the item.
3. Non-Refundable Items
The following items are non-refundable:
• Custom-made or personalized candles.
• Items purchased during clearance sales, unless faulty or damaged.