SHIPPING POLICY

ALL ORDERS ARE PROCESSED ON MONDAYS - FRIDAYS EXCLUDING WEEKENDS AND PUBLIC HOLIDAYS

We’ve got your back with FREE RETURNS on your first order! At Three Suns, we totally get that buying candles online can be a bit scary - you can’t smell or see them in person! That’s why we’re making it super easy for you. If you get your first candle, give it a sniff, and aren’t absolutely obsessed with it, just let us know within 14 days. As long as it’s unused and in good condition, we’ll handle the return or exchange. We’re confident you’ll love our candles, but if not, we’ve got you covered!

To start a return, just shoot us an email at sales@three-suns.com.au with what you want to send back and why. We’ll send you the return instructions! Remember, we can’t accept returns for candles that have been lit unless there’s a manufacturing fault. This policy applies only to your first order. If you bought from a retail or online store, please follow their return policy. For returns after your first order, you’ll need to cover postage. Use the original packing and a 'signed for' service for proof of delivery, as we can’t be responsible for lost items. Once we get your item back in great condition, we’ll issue a credit or refund, minus shipping costs.

Returns Policy for Sale Items and Promotional Material

We want you to have a great experience with our products! Here’s the scoop on our returns policy for sale items and promotions: all sale items are final sale, so no refunds or exchanges. If you receive a defective item, let us know within 72 hours of delivery, and we’ll make it right! Please remember, we can’t accept returns for change of mind or scent preferences during sale periods. If there's an issue, just reach out to our customer service team with your order details - we’re here to help!

SHIPPING INSIDE AUSTRALIA

We ship through Australia Post based on your location and speed preference. Shipping starts at $12.95, but you’ll score FREE shipping on orders over $150 (just not during sale periods or mystery box releases). All PO Boxes, Parcel Lockers, and Express Shipping go via Australia Post. Small orders ship through them, while larger ones use a courier. Expect 3-5 working days for delivery after you get the dispatch email. If you can’t wait to enjoy our goodies, go for the express option at checkout! ✨

Please keep in mind that shipping times may be delayed during sale and promotional periods, orders may take an additional 3-5 business days to arrive.

Please kindly check that you have correctly entered your shipping address details (house number, street name, suburb and postcode) as we cannot be responsible for orders that do not arrive due to error in address. You may incur additional shipping charges if this occurs unless it is the error of Three Suns. Once your order has been shipped, we cannot accept responsibility for any lost parcel.

ORDER DELIVERY CONFIRMATION AND CLAIMS

Three Suns is committed to ensuring your order reaches you safely and on time. However, once an order has been dispatched, we rely on our delivery partners to complete the delivery process.

• All customers are responsible for confirming receipt of their orders within 30 days of the dispatch notification.
• If you have not received your order within the expected timeframe (3-7 business days for domestic orders, or as specified for international orders), please contact us at sales@three-suns.com.au immediately.
• Claims for non-delivery must be submitted within 30 days from the dispatch date. After this period, Three Suns reserves the right to decline claims for missing or non-delivered items.
• We strongly recommend providing accurate delivery information and, where possible, a location where parcels can be safely left if you're not home.
• Three Suns cannot be held responsible for orders reported missing beyond the 30-day claim period, as this significantly limits our ability to investigate with delivery partners or provide appropriate resolution.

INTERNATIONAL SHIPPING- We currently only ship to New Zealand and the United Kingdom. We would love our creations to be sent all over the world. If you are outside of these areas and would like to purchase from our site, please send us an email at sales@threesuns.com.au and we can discuss shipping costs.

RE-DELIVERY- All orders have a maximum of 1 delivery attempt from our couriers before they are returned to a collection point for you to complete collection or maybe returned to us after a period of time. We do reserve the right to pass on all delivery charges for your order to be sent for delivery again (in cases where 'Free Delivery' was applied, we reserve the right to charge delivery if a parcel is returned to us and needs to be re-delivered). Unfortunately, we cannot accept returns on sale items or gift cards. All unclaimed return-to-sender parcels will be subject to a restocking fee of $9.95 per order.