Frequently Asked Questions
Most frequent questions and answers
Standard shipping: $12.00 or free for orders over $100.
Remote Deliveries: $15.00 or Free over $120
*Express Shipping is not currently available*
Zone 1: New Zealand – $35
Zone 2: North America, Western Europe, Asia and the Pacific – $50
Zone 3: The Rest of the World – $85
*All delivery timeframes are an estimate only and GD Candles will not be liable to you for any
delays caused by our courier companies, including any losses suffered or incurred due to
Standard shipping: 1-5 Business Days
Remote Deliveries: 6 – 10 Business Days
*Express Shipping is not currently available*
Zone 1: New Zealand – 10 – 20 Business Days
Zone 2: North America, Western Europe, Asia and the Pacific – 21-28 Business Days
Zone 3: The Rest of the World – 25-30 Business Days
Please note order dispatch may be delayed up to 48 hours during peak promotional periods.
Due to COVID-19 there are shipping delays.
Authority to Leave is available if required. Please make sure to request this upon check out
Contactless delivery is also available; however, we cannot accept delivery to PO Box addresses
Please email firstname.lastname@example.org with information and/or images detailing the issue and
someone from our customer service team will be in touch.
Refund is only available for faulty or damaged items with images supplied prior to return. Refund will not be available for change of mind.
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 email@example.com with your order number and details of the item/s you’d like to return.
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 call 0426 833 606 Mon-Fri 9am-4pm AEDT or if after hours email
firstname.lastname@example.org and we will do our best to assist where your order has not already been
In ideal conditions, 5-Wick candles burn for up to 100 hours, Medium 320g candles burn for up to
72 hours, and Small 135g candles burn for up to 24 hours.
Please note that we aim to ensure our candles have the longest possible burn time to meet the
intensity of the fragrance load. Burn times however are also subject to a variety of other
environmental and maintenance factors.
• Whether wicks are being properly trimmed,
• The length of each continuous burn time: That is, a longer continuous burn will result in a
deeper melted wax pool and will ultimately evaporate at a quicker rate.
• Candle placement: Placing your candles in air-conditioned or areas with draft, breeze
and wind will also effect burn times.
• The age of the candle: Older candles will also have a different burn time.
Once open, a 200mL Diffuser will last, a max of 2 months.
Environmental factors, such as direct sunlight and draft will also affect the diffuse time of your
Please ensure you frequently flip the diffuser reeds to ensure the maximum life of your Home
For the best results, please ensure that you trim your candle wick between burns. Ensure that
the wick remains at approx. 7mm above the wax when trimming.
Also avoid burning your candle continuously for more than two hours. A candle wick requires
trimming between burns or if the candle has been burning continuously for two or more hours.
Suffocating your candle by placing the lid on the jar whist the candle is still burning will also result
in excess carbon emission – and black residue.
If you experience any black residue on the glass of your candle jar, simply use a dry piece of
paper towel to wipe clean.
Once opened, your diffuser solution will oxidise. Once the diffuser fragrance is in contact with oxygen this may result in a change of the physical colour of the liquid. You should not however experience any issues with the quality and longevity of our diffuser from this.
We currently accept Visa, Mastercard, PayPal and Bank Transfer.
For any larger orders (such as bonbonniere), please advise our staff if you would like to process
payment via bank transfer. In this case and invoice will be issued and sent for payment..
Your order will be sent with a copy of the “Confirmation E-mail” you will receive upon placing your
order. For any other questions, please contact our customer service team at
This paperwork will not include any pricing so rest assured that if your order is a gift, the recipient
will not know of any pricing.
Our Candle Ranges, Home Fragrances and Customised items are the perfect gift! We can
certainly offer gift wrapping at an additional fee of $15.
Gift wrapping is standardised to suit our brand colours – White Gloss Wrapping with Black
Ribbon and a small card. If you have any further questions regarding our gift wrapping services,
please feel free to contact our customer service team at email@example.com and one of our
representatives will be attend to your query ASAP.
Unfortunately we are unable to edit your order items once it has been placed. If you have
ordered something wrong, please contact our customer service team at firstname.lastname@example.org
with a reference to your order and the incorrect items. Our team will get back to you ASAP with
the next step.