Annecy - MODELO

▪ Free shipping on all orders over $150 (eg. 4 x 500ml)

▪ $12 Small, $15 Large and $20 Combined

▪ Packaged with care and shipped in 2-3 business days

▪ Standard Auspost/Sendle rates

▪ Shipping rates are calculated by weight + delivery destination.

Cancellations can only occur if the product has not been dispatched. A full refund will be provided to you through the method of payment used at the point of purchase.

If you the customer change your mind and the product has been despatched then Velas are happy to exchange the purchased good/s with something from the Velas range to the same value. The unwanted goods will need to be returned to Velas by registered post at your expense. The cost of posting the replacement goods will be at your expense and will be charged in accordance with Velas above Postage policy. The replacement goods will not be posted until the unwanted goods are received, undamaged to Velas. It is your responsibility that the unwanted goods are not damaged and are packaged in a way that they are not damaged during the return post.

Velas Australia, at their own expense will replace any goods that are sent in error and differ from the ordered form. It is your responsibility to ensure the goods sent in error are repackaged and posted to Velas so that they are received by Velas undamaged.
If any products are damaged on receiving the goods an email will need to be sent to Velas with photos attached showing the damage. This email will need to be sent within 48 hours of receiving the goods and the product has to show no signs of use. Once Velas has received the email with the relevant photos and within the requested time frame and are satisfied that the product has not been used then Velas will send an exact product replacement. The scent or product will not be altered from the original order and the above Cancellation and Exchange terms are void. Velas may ask for more detailed photos or request the damaged product returned to Velas (post tracking number is required and all posting costs are at the expense of Velas) prior to sending the exact product replacement.

OUR DETAILS
EMAIL
All above referencing to email Velas; hola@velas.com.au
WEBSITE
All above referencing to Velas website; www.velas.com.au

We should cover any of your candle FAQ’s and some common concerns people have purchasing our products, if you have any other questions or ideas, please email hola@velas.com.au or via Messenger

What makes Velas candles different?

We pride ourselves on our triple scented high quality candles that are essential in your ‘happy’ place. Our constant feedback from our clients is they can’t believe how long lasting our unique blends of scents immerse their space. You can be sure you will buy products made with our love and care.

VELAS PRODUCTS 

What type of wax do you use?

We carefully create our candles using the highest quality natural soy blend available in Australia. We do not use any paraffin products in any our candles.

Are the fragrances non-toxic

Our fragrances are non-toxic cosmetic grade oils and are selected for maximum scent throw in both our candles and fragrance diffusers.

What type of wicks do you use?

We use only lead free cotton wicks in our candles. With regular trimming between burns, you should not get any soot marks around the edge of your glassware/containers.  

How long do the candles last?

Candle care is very important to ensure you get the maximum out of your candle. The large 500ml candle should have up to 70 hours burn time. You must ensure you trim the wick to about 5mm after each burn and before you light for the first time.  First burn should be no longer than 4 hours and thereafter 3-4 hours maximum, or until at least a full melt pool has formed.

What are the blemishes that appear on my candle? 

As our candles are hand poured using natural soy wax, they may have small imperfections making each one unique. Any frosting or non-adherence to the glass will quickly disappear when the wax is melted and will not affect the performance of your candle in any way.  

Our much loved pets?

As you know we love our dogs (and pets) dearly, so our products are tested to be generally safe to use at home where they live as well. Our products are not tested on animals, but we always recommend using them as directed according to our warning labels. Always place your Velas products out of reach from pets and young children as some essential oils can irritate the skin or be toxic to some animal breeds. If you have questions or concerns about using our Velas fragrances around your pet, please consult your veterinarian for the best advice regarding them.

ORDERS

Can I change or cancel my order?

Currently we work closely with our shipping partner, which means that we will try our best to cancel or make changes to your order, however, we can't guarantee it especially if the order has already been processed or shipped out. If you need to change or cancel please email us within 24 hours of delivery and we will do our best to accommodate your request. Please ensure your shipping address is correct before committing the order. Velas will not be responsible for for missing/lost/stolen packages due to incorrectly entered shipping information. We cannot request shipping address changes after the product has been shipped.
Email us at hola@velas.com.au and we will let you know if changes or cancellations can be made. 

How long will delivery of my order take?

We make all our products to order to ensure you get the very best. Turnaround time is typically 2 days. This allows us to make your product, have it set then arrange for delivery. We thank you for your patience in this regard. If there is any delay in getting your order to you, we will contact you personally to keep you informed of its progress.  

I have not received my order, what can I do?

We endeavour to provide you with a tracking number when your order is sent. Please check with the courier company in the first instance. If you have no luck tracking your order, please feel free to email:   hola@velas.com.au or contact us via Messenger. Be sure to have your order number on hand.  

What happens if my order arrives damaged or I receive the wrong product?

We undertake to replace any product delivered to you that is faulty, damaged or sent in error. If you wish to return these products/items, you must notify us via email:                                                 and provide photographic evidence within seven (7) days. We shall advise what steps to take to return such items/products for replacement. Please choose your items carefully as we do not refund or exchange for incorrect product choice.  

Can I send my order as a gift?

Our Velas products are the perfect gift. We don’t send a receipt invoice with these orders so the lucky recipient won’t see the cost. If you would like us to add a special gift message on a small blank card, please let us know on the order.

Do you offer Buy Now Pay Later options?

We now offer Afterpay for your purchases. Minimum order is $50

Can I return or exchange my Velas product?

We are not sure why but If you’re not 100% satisfied with one of your Velas products, we would love to help make that right! Please contact us at hola@velas.com.au within 7 days of receiving your order and we’ll help to resolve any issue you may have.
NOTE: We are unable to cover any shipping fees for return products

OUR VALUED VELAS STOCKISTS

We have a great range of gift, lifestyle & home decor shops, retail fashion, hairdressers and florists that stock our beautiful product range. If you are in their area and need to check a fragrance, or would like to buy instore, pop in to one of these locations

GOLD COAST

• Burleigh Blooms, Burleigh Heads
• Mow Hair, Isle of Capri
• Trader Trove, Miami
• Velvet Loom, Byron Bay
• Flowers at the Door, Helensvale

BRISBANE

• Style Me Luxe, Stafford Heights
• Nextra Gifts , Bribie Island
• Flowers of the World, Paddington

SYDNEY

• Ginardi Hair, Surry Hills

MELBOURNE

• Jainus Living, Williamstown

CONTACT US

If you have any questions that you have not found above please email us here