Golden Aura – Sandalwood & Sunflower

Q: Do you accept returns?

Yes — only for damaged, faulty, or incorrect items. We don’t accept returns for change of mind or used items.

Q: How long do I have to report an issue?

Within 3 days of delivery (with photos).

Q: Do you ship outside New Zealand?

Not at the moment, but we may offer international soon. Contact us for custom requests.

Q: Is shipping free?

Yes — when you spend $120 NZD or more. Orders under $120 are charged a flat NZ shipping rate.

Q: How long will my order take to arrive?

Processing takes 1–3 business days, then delivery depends on courier (usually 3–7 days NZ-wide).

Q: Can I personalize a candle or gift set?

Yes — we offer customized scents, names, and gift notes. Email us to arrange.

🔥 Before Lighting

• Trim the wick to 5–7mm before every burn

• Place your candle on a heat-resistant surface, away from drafts, children & pets

🕯 During Burn

• Allow the first burn to melt the wax to the edges — this prevents tunneling

• Do not burn for more than 4 hours at a time

• Never leave a burning candle unattended

🌿 After Use

• Extinguish with a snuffer or gently blow out

• Do not move a candle while the wax is still liquid

• Leave at least 1cm of wax at the bottom — this protects the vessel

🔁 For Mold & Shaped Candles

• Place on a candle-safe tray or ceramic plate to collect melted wax

• Decorative candles are designed for style + ambiance, not full burning life

At Di-Lia Studio, every candle and curated gift is handcrafted with care, attention to detail, and premium materials. We want you to be completely satisfied with your order. If something isn’t right, we’re here to help.

Eligibility for Returns & Refunds

Because our products are handmade and often personalized, we only accept returns or issue refunds in the following cases:

1. Damaged or Faulty Items

If your order arrives damaged, broken, or faulty, please contact us within 3 days of delivery with clear photos of:

• The damaged item

• The packaging it arrived in

• Your order number

We will offer either: A replacement item (same product or similar value), or A refund to your original payment method

2. Incorrect Item Received

If we sent the wrong product by mistake, we will replace it immediately at no extra cost.

🚫 Items Not Eligible for Return

We are unable to accept returns or offer refunds for:

• Change of mind after purchase

• Used or partially used candles/products

• Custom or personalized orders (e.g., name engraving, custom scent, gift notes)

• Sale or clearance items

• Natural variations in color, frosting, or texture in soy wax (these are normal characteristics of natural wax and not considered defects)

🔁 Return Process (If Approved)

If a return is required, we will provide instructions and a return address. All returned items must be unused, in original condition, and in original packaging.

Return shipping costs are covered by the customer unless the issue is our mistake.

💳 Refund Timeframe

Once your return is received and inspected, we’ll notify you by email. Approved refunds will be processed within 3–7 business days back to your original payment method.

📩 How to Request a Return or Refund

Email us at: dilia.studio25@gmail.com

Subject line: Return/Refund Request – Order #[number]

Include:

• Your full name

• Order number

• Reason for request

• Photos (if damaged or incorrect item)

🕯️ Our Promise

We stand behind the quality of our products and want every delivery to feel special. If you have any concerns, please reach out — we genuinely care and will always do our best to make things right.

At Di-Lia Studio, every order is hand-packed with care to ensure your candles and curated gifts arrive safely and beautifully.

📍 Where We Ship

We currently ship New Zealand–wide.

🚚 Processing Time

All orders are processed within 1–3 business days. Handmade or personalized items may require additional time — this will be stated on the product page.

Please note: We do not ship on weekends or public holidays.

💌 Shipping Rates

• Free shipping on all NZ orders over $120 NZD

• Flat-rate shipping will apply for orders under $120 (calculated at checkout).

🕯️ Packaging

We use protective, eco-conscious packaging to keep your items safe during transit while reducing waste where possible.

📦 Tracking

All orders include tracking. You will receive a shipping confirmation email with your tracking number once your parcel has been dispatched.

🚨 Lost / Delayed Parcels

Once an order has been handed to the courier, delivery timeframes are outside our control. If your parcel is delayed, missing, or marked "delivered" but hasn’t arrived, please contact us and we will assist in lodging a courier investigation.

❗ Incorrect Address Disclaimer

Please ensure your delivery details are correct at checkout. We are not responsible for parcels delivered to an incorrectly provided address.

📩 For Shipping Enquiries

Email: dilia.studio25@gmail.com

Subject: Shipping Support – Order #[number]