Shipping & Exchanges

Shipping

Flat rate $10 shipping and free shipping on orders over $99 Australia wide.

For international orders, please contact us at madebysuro@gmail.com for a quote.

All Australian orders are generally processed within 2-5 business days. Once shipped, please allow up to 8 business days for your order to arrive.

Please note during our peak seasons and sale periods, processing times can extend past the 8 business days.  

We can not be held responsible for delays caused by COVID.

Tracking and delivery

Once parcels have been dispatched, you will receive tracking information via email. Any lost, stolen or damaged parcels are to be raised directly through Sendle or the courier via your tracking information. 

Please ensure you have correctly entered your shipping address details (house number, street name, suburb and postcode) as we cannot be responsible for orders that do not arrive due to error in address. You may incur additional shipping charges if this occurs unless it is the error of us. Once your order has been shipped, we cannot accept responsibility for any lost parcel.

We are under no obligation to provide a refund or redelivery costs if your parcel is returned to sender. We recommend keeping an eye on your tracking information to ensure you are able to follow updates from Sendle or the courier.

Damages

The uttermost care is taken when wrapping orders for posting. Should your purchase arrive damaged, please contact us at madebysuro@gmail.com including a description of the damage and photographic evidence, within 10 days of arrival. Returns are only applicable on purchases made directly through our online store. 

The products and packaging must be returned in an unused condition. Any product and packaging that is returned in a used condition will not be deemed faulty/damaged and you may incur additional shipping charges to return the product. If the product is returned in an unused condition we will happily replace the product or provide a refund. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Exchanges

Unfortunately, we cannot accept refunds for change of mind. If the scent you have chosen is not to your liking, we will happily exchange your purchase with another of our beautiful scents. Exchanges will only be accepted on full price items within 14 days of purchase. Exchange is not available on candles purchased on sale. Please note that shipping costs to exchange an item is paid by you and we are not responsible for any damage in transit of returned goods and recommend returning your items via registered post. In order to successfully exchange your order, the following procedure must be followed:

1. Email madebysuro@gmail.com with your purchase number, and new scent you would like to receive.
2. The original order must be returned in unused condition at the customer’s own shipping expense. If there is damage to the packaging and or product, we will not be able to accept the exchange.
3. We will send out the exchange product at our flat shipping rate of $10.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.