Frequently Asked Questions (FAQ)

Q: How do I choose the right candle fragrance for my home?

Selecting the perfect candle fragrance depends on personal preference and the ambiance you want to create. Check our fragrance descriptions for detailed notes to help you decide.

Q: Are your candles made from natural ingredients?

Yes, our candles are crafted from high-quality natural ingredients, including soy wax, essential oils, and the wicks are made of natural fibres and they contain no lead or other harmful metals. We prioritise eco-friendly and sustainable materials to ensure a clean and safe burn.

Q: How long do your candles burn?

The burn time varies based on the candle size. Our standard candles typically burn for 35 hours. Please don't burn candles for more than 2 hours at a time.

Q: Do you offer international shipping?

Yes, we do offer international shipping. Please note that shipping costs and delivery times may vary based on the destination country. You can find more details during the checkout process.

Q: Can I customize the scent or design of my candles for special events or gifts?

Absolutely! We offer customisation services for bulk orders and special events. Contact our customer support team to discuss your specific requirements, and we'll be happy to assist you in creating personalised candles for your occasion.

Q: Are your candles safe for people with allergies or asthma?

Our candles are made from natural ingredients and do not contain harmful chemicals. However, individuals with allergies or asthma should review the fragrance ingredients before purchasing. If you have specific concerns, consult a healthcare professional.

Q: What should I do if my candle arrives damaged?

We apologise for any inconvenience. Please contact our customer support team immediately with your order number and a photo of the damaged item. We will arrange for a replacement or a refund as per your preference.

Q: Can I return or exchange a candle if I change my mind?

Yes, you can return or exchange your candle within 30 days of purchase, provided it is unused and in its original packaging. Please refer to our return policy for detailed instructions on how to initiate a return or exchange. You will bear all shipping costs and additional costs to send it out to you.

Q: How can I track my order?

Once your order is shipped, you will receive a confirmation email with a tracking number and a link to track your package.

Q: Do you offer wholesale pricing for retailers?

Yes, we offer wholesale pricing for retailers interested in carrying our candles. Please reach out to our wholesale team via email to discuss partnership opportunities and pricing details.

Q: Can I change my payment method?

Once an order has been placed, we are unable to change the payment method. Please ensure to select the correct payment method before confirming your purchase.

Q: How much is the shipping cost?

We provide free standard trackable shipping across Australia for orders over $100. Orders under $50 incur a shipping fee of $10.50 for standard delivery and $15.60 for express delivery.

Q: Can I modify my shipping address?

Please send an email to cs@eneraura.com within two hours of placing your order if you need to change your shipping address. We may not be able to change your address if you do not contact us within this time frame.

Q: What is the estimated delivery time for my order?

We aim to ship your order within 48 hours of receiving it (except for Sundays). Once your order has been shipped, we will send you a tracking number. Delivery time may vary depending on your location. Please refer to the delivery time-frame guide below:

• Metropolitan areas: 2-5 business days
• Regional areas: 7-15 business days
• If you need further assistance, please reach out to us at cs@eneraura.com

Feel free to reach out if you have any more questions! We're here to assist you.