Shipping policy
How much does shipping cost?
Standard shipping is $9.00 or free for orders over $75. Please note due to the high alcohol volume, orders containing a 250mL Fragrance Diffuser are considered a Dangerous Good and not eligible for free shipping. Any order containing any of these items will be sent via a courier and a $15.00 surcharge will apply.
Express shipping is $15.00.
Please note orders containing a 250mL Fragrance Diffuser, 250mL Hand Sanitiser or Eau de Parfum (1.8ml / 14mL) are not eligible for express shipping.
How long does standard delivery take?
*All delivery timeframes are an estimate only and Soul on Fire will not be liable to you for losses suffered or incurred due to delivery delays.
Standard shipping takes 2-7 business days, depending on your location in Australia. For an estimate, visit the Australia Post website and enter '4744' (Moranbah) in the 'From' field. Please note, orders containing a 250mL Fragrance Diffuser take an additional day, due to being delivered via Direct Freight.
Please note order dispatch may be delayed up to 48 hours during peak promotional periods.
Due to COVID-19 there are shipping delays. Please refer here for more information.
How long does express shipping take?
*All delivery timeframes are an estimate only and Soul On Fire will not be liable to you for losses suffered or incurred due to delivery delays.
Orders placed before 9:30am AEDT will be shipped that same day and delivered within three business days, depending on your location. Orders placed after 9:30am AEDT Friday, on Saturday or Sunday will be dispatched on Monday and delivered within three business days.
How do I track my delivery?
Once your item has been shipped you will receive an email from us with your tracking details. If you haven't received this, please check your junk mail. If you need to get in contact with us about the whereabouts of your order, please email info@soulonfirecandles.com
Do you ship internationally?
We currently only ship within Australia.
Will I need to sign for my delivery?
Yes. Orders sent via Australia Post will require a signature on delivery. If no one is home to sign for it you will be left a card to pick your order up from your closest Post Office. Soul on Fire sent via Direct Freight (this includes orders containing a 250mL Fragrance Diffuser will also require a signature on delivery. There is no depot to collect your items from, so we suggest using a delivery address with a concierge or reception to ensure someone is available to sign for your order.
Due to COVID-19 you are not required to sign for your delivery, but you will need to be present
I've received my order but there is an issue, what do I do?
Please email info@soulonfirecandles.com with information and/or images detailing the issue and someone from our customer service team will be in touch.
What is your return/exchange policy?
We accept returns within 30 days of despatch, provided products are unused and in resalable condition. Please note shipping costs for returns/exchanges are at customer's own expense. We recommend using a registered service for returns. To enquire about making a return or exchange, please email info@soulonfirecandles.com with your order number and details of the item/s you'd like to return.
Why can't I choose express shipping in the checkout?
Express shipping is only available for orders that do not contain a 250mL Fragrance Diffuser, as these products are sent via Direct Freight using standard shipping. Orders that do not contain these items are sent via Australia Post, with the option of standard or express shipping.
Can I change my delivery address after I've ordered?
As soon as your purchase is complete we begin the handling and packing process so we can get your items to you in a timely manner. If you have provided an incorrect or incomplete delivery address please email info@soulonfirecandles.com and we will do our best to assist where your order has not already been despatched.