Shop Policies

Here at Heavenly Lush, i want to give all my customers the most enjoyable shopping experience, one that will make them keep coming back time and time again. That is why i believe our shop policies should be fair, clear and transparent.

SHIPPING

Most of our items are custom made just for you. Shipping costs are based on the weight of the product which is calculated at checkout. Orders may take up to 5-7 business days of purchase to be shipped using Australia Post mail service, plus the transit time on top. Clients will receive a notification email when an order is shipped or ready for pickup locally. If your order does not arrive within 15 business days please contact us at heavenlylush@hotmail.com so we can chase this up for you. If your item is marked as DELIVERED, yet you have not received your item, please chase this up with Australia Post. If you believe your parcel was stolen, please contact your local police. Unfortunately we cannot replace any items that are marked delivered - that is an Australia Post matter.

 

PACKAGE LOST IN TRANSIT

Once your order leaves the doors of our studio, our delivery team at Australia Post do everything possible to meet our expected shipping times. However occasionally packages can go on an adventure in the postal system. If your order has not arrived by the expected date, please reach out to us, and we will do everything reasonably possible to locate your missing package.

Packages can only be considered lost in transit after a specific period of time - normally 15 business days. This time frame is not in Heavenly Lush’s control, sorry! If a package is deemed lost in transit, Heavenly Lush can then organise your order to be resent to you.

Please note, we can only investigate lost orders for up to 3 months from the date of dispatch. Any orders after this time will no longer be in our system. If we don't hear from you within this time, our lost in transit policy is no longer valid.

  

RETURNS & EXCHANGES

Although it's hard to imagine you would want to return a Heavenly Lush product, i understand that things do not turn out how we would expect. If your product was received damaged or faulty you have 14 business days to return the product/s to me and after inspection if i approve your claim i will either replace the product or you will be given a store credit to the equal value of the returned item/s. Used candles or change of mind are NOT accepted!