We endeavour to process all orders within 1-5 business days. If for any reason we cannot meet this timeframe we will make contact with you and provide alternative options.
Processing time refers to the time from which an order is placed, item is made, packaged and posted. It does not include postage time.
Shipping within Australia:
We offer free shipping on purchases of $100 or more and a flat rate of $12 Australia wide.
As we are in regional NSW all postage is conducted through Australia Post and we have no control over postage/delivery timeframes.
Once your parcel is posted we will provide you with the tracking details via email.
We will not be responsible for the shipping cost of your parcel if it is not collected within the time allocated by Australia Post and is subsequently returned.
Breakages:
In the unfortunate event that you receive a candle or diffuser which was broken in transit, please email us at koonong.handcrafted@gmail.com within 24 hours of receiving the package, with a photograph of the damage inside the box.
Returns and Refunds:
We will assess each return and refund enquiry on a case by case basis. We are confident that you will be happy with the quality of our products, however if you do have any issues, please email us at koonong.handcrafted@gmail.com. We may arrange a refund or exchange, however you will be responsible for return postage and postage of the replacement unless otherwise agreed.
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