Shipping Policy

 

Thank you for visiting and shopping at The French Candle.

These terms and conditions constitute our Shipping Policy. By placing an order on our website, you agree to comply with the following policy.

 

Shipping provider

All shipments are handled by NZ Post.

Tracking your order

If your selected shipping method includes a tracking number, you can check the status and location of your parcel by visiting the following link: NZ Post Tracking.

Track my parcel

Shipment processing time

All orders are processed in New-Zealand, Wellington, within 1-3 business days + 1-2 days transit. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

Shipment method Estimated delivery time
Courier – inside NZ 2-6 business days
Eco Australia 9 – 12 days business days (15 for Tasmania)
Tracked Australia 5 – 7 business days (12 for Tasmania)
USA 6 – 12 business days
Europe 9 – 15 business days
Asia 6 – 12 business days
Rest of the world 6 – 21 business days depending on your location

 

Covid-19 and International Shipping : 

The spread of COVID-19 globally has led to reduced airfreight capacity and more recently, stricter lockdown restrictions within certain countries, causing delays to parcels coming in and out of New Zealand. We expect delays to continue for some time. We have no power on this. Thanks for your patience.

Shipping rates

Shipping charges for your order will be calculated and displayed at checkout.

Shipment to NZ rural addresses and NZ invalid addresses

Some NZ addresses are not available for delivery, if you have any doubt, please check if your address is rural or deliverable with this link:

https://www.nzpost.co.nz/tools/address-postcode-finder

Shipment to invalid addresses

The French Candle does its best to help you enter a clear and detailed address. However, we cannot be held responsible if your package is lost due to an invalid address, or a mistake in your address.

Customs, Duties and Taxes

The French Candle is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

It is your responsibility to check your country’s customs website.

 

Faulty product

If you receive a product that is broken or leaking, please report it to us within 7 days of delivery along with a photo.

Reports received after the 7-day period will not be processed.

 

Damages During Transport

The French Candle is not responsible for any products that are damaged or lost during shipping.
 
If you receive a damaged parcel, please report it to us within 7 days to be eligible for a replacement. Contact the shipment carrier to initiate a claim.
 
Please ensure you retain all packaging materials and damaged items when filing a claim, and take photographs at the time you discover the damage.
 
 

NZ missing parcel

For each order, you will receive a tracking number. Additionally, Courier Post provides us with a proof of delivery for each completed order.
 
If your order status shows as “delivered” but you have not received it, please notify us within 14 days. After this 14-day period, we will consider the parcel as successfully delivered, and our ability to assist you further will be limited.
 
 

International Shipping Policy

We offer international shipping. The delivery times mentioned above are approximate and may vary depending on the efficiency and capabilities of postal services in your country. The French Candle is not responsible for any additional charges imposed by the customs authorities in your country on incoming parcels. We provide a choice of tracked and untracked shipping services, but please be aware that selecting untracked shipping is at your own risk.
 
The French Candle maintains proof of dispatch for all parcels and will not be held accountable for delivery issues related to the handling of parcels in your local area. While our parcels are initially sent via NZ Post, it is your country’s local carrier that takes over once the parcel arrives in your country. In the event of non-receipt after 20 days, you should contact your national postal service, provide them with the parcel reference, and complete a claim form as necessary.
 

Return Policy

Our Return Policy provides detailed information about options and procedures for returning your order.