FAQ
How do I place an order?
Orders can be placed directly through our website. Simply browse our collection, add your chosen candle to your cart and proceed to checkout. If you have any questions or would like assistance, feel free to reach out to us via email or Instagram at @houseof.seraphine and we will personally guide you through the process.
Where do you ship?
We currently ship Australia-wide via Australia Post. We dispatch all orders from Sydney, New South Wales within 1 to 3 business days. Once dispatched, delivery is estimated within 3 business days depending on your location. You will receive a shipping confirmation email with tracking details once your order is on its way.
What is your return policy?
We accept returns within 14 days of delivery, provided the item is in its original packaging, unburnt and unused, and in the same condition as received. To initiate a return, please contact us at hello.houseofseraphine@gmail.com with your order number and reason for return. Once we receive and inspect your return, we will notify you of the outcome and process your refund to your original payment method if approved. We are unable to accept returns on candles that have been burnt or used.
How do I care for my candle?
For the best experience, allow the wax to melt to the edges during the first burn to prevent tunnelling. Burn for 2 to 3 hours at a time and never exceed 4 hours. Trim the wooden wick by gently removing any excess char before relighting. Always burn on a heat-safe surface, keep away from drafts and flammable materials, and never leave a burning candle unattended. Allow the candle to cool completely before replacing the lid.
What wax do you use?
Our candles are crafted using a premium coconut-soy wax blend. This combination provides a clean, even burn, excellent fragrance throw and a beautiful creamy finish. It is also a more natural and sustainable alternative to paraffin wax.
What type of wick do you use?
We use natural wooden wicks in all of our candles. Wooden wicks create a gentle crackling sound reminiscent of a fireplace, burn cleanly and evenly, and add to the overall luxurious experience of the candle.
How long do your candles burn for?
Our candles provide approximately 25 to 35 hours of burn time. To maximise burn time, always trim the wick before each use and avoid burning for more than 4 hours at a time.
Do you offer local pickup?
Yes, local pickup may be available for customers in Sydney. Please contact us at hello.houseofseraphine@gmail.com prior to placing your order to arrange collection.
Do you offer custom orders?
Custom and gifting enquiries are always welcome! Whether you are looking for personalised gifts, event favours or bulk orders, we would love to help. Please reach out to us via our Custom Order Form on the website or send us a message on Instagram at @houseof.seraphine and we will guide you through the process.
Which payment methods are accepted?
We accept all major payment methods including credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay and Shop Pay. All transactions are processed securely through Shopify.