Payment, Shipping & Returns

BFAG Pty Limited T/A UAINE Candles is committed to offering a convenient and secure online shopping experience. Please familiarise yourself with our shipping & returns policy as follows:

 

Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong decision. 

 

1. PAYMENTS

  • Payments must be made in Australian Dollars. Pay by Mastercard, Visa (which are processed through PayPal - NO ACCOUNT REQUIRED) or PayPal (if you have a PayPal account). Just select the Pay by Credit Card button or use the PayPal button in the cart.

 

2. SHIPPING RATES & ANTICIPATED DELIVERY TIMES

 

  • Free standard shipping anywhere in Australia. See below for international shipping details.

  • IN THE INTEREST OF EFFICIENT, SAFE DELIVERY OF YOUR ITEMS PLEASE NOTE: Our free delivery service assumes delivery to a STREET ADDRESS and that there is automatically Authority To Leave (ATL) in the event that the premises is unattended. If you do not have a safe place to leave a package at your address (for instance, if you live in an apartment block with no direct access to your front door) please provide an alternative shipping address that we can deliver to. WE DO NOT DELIVER TO POST OFFICE BOXES OR PARCEL LOCKERS.

 

  • All Australian orders are despatched from the UAINE facility in Morpeth, NSW via Fastway, Australia Post or Startrack (subject to your location and size of order). As a general rule:

    • Orders will be despatched from our Morpeth facility within 3 business days of placement

    • Most regions should expect delivery around 5-10 business days after the order is despatched - many areas much quicker

    • Some remote locations may take a little longer than shown and may be delivered to a local depot or Post Office only 

    • Deliveries are typically made between 9am-5pm Monday – Friday.

 

  • UAINE cannot be held responsible for late or failed deliveries for reasons outside of its control including due to adverse weather conditions.

 

  • If you are likely to be unavailable at your delivery address please advise alternative delivery arrangements in the Special Instructions section of your order.

 

  • If we are unable to deliver all the products within your order at the same time, or where there are multiple packages within your shipment, you will not be charged for the additional delivery.

 

  • Failure to deliver for any reason may result in the shipment being returned to our facility and UAINE reserves the right to charge you for any return and re-send costs.

 

3. INTERNATIONAL SHIPPING

  • Online sales now available for Canada and New Zealand (more to come soon). For all other international sales please contact us using the button below.

4.​​  RETURNS

 

  • Please choose your items carefully.

 

  • If you are dissatisfied with your purchase (for instance, if the goods are faulty, have been wrongly described, are different to the product purchased on the website or does not do what it is supposed to do) you can return it for a full refund, exchange or credit within 30 days.

 

  • Returned goods must be in an unused condition complete with packaging and invoice/delivery note included

 

  • Please allow up to 7 business days for processing following receipt at our Morpeth facility

 

  • Postage and packaging may be refunded only if we determine goods to be faulty

 

  • You are responsible for return shipping

 

  • If you are considering returning your purchase, email us using the Contact facility in this website, advising us of your concerns.  Please provide your order number in the message section, along with details of the product and the problem you are experiencing.  We will try to find a resolution or provide you with details of where to send your return.

 

  • We do not normally give refunds if you simply change your mind or make a wrong decision

 

5. SHIPMENT DAMAGE

 

  • Our expert packers will work to ensure that your order arrives safely. Outward damage to the shipping packaging does not usually impact the contents.  Should there be damage to your ordered product inform the courier and email us using the blue contact button below and we will happily resolve any issues. Please provide your order number in the message section, along with details of the product and the problem you are experiencing.

 

6. OUT OF STOCK

 

  • Should an ordered item not be available or we are unable to complete your order we will notify you within 2 business days to arrange a suitable alternative item, a back order or a full refund.

 

7.  ORDER CANCELLATIONS

 

  • You may cancel an order that has not been despatched.  Any refunds of the cost of your order will be made to the credit/debit card or to your Paypal account from which you made the purchase.  You will need to email us as soon as possible using the Contact facility in this website. Please provide your order number in the message section, along with details of the ordered product that you wish to cancel.

 

8.  FEEDBACK

 

  • We welcome comments, both positive and negative, that might help us improve our service. 

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