FAQs

Q1. How long will it take for my item(s) to arrive?

A: We understand the importance of timely delivery. Currently, FAELORA only ships within Australia.

Australia Delivery Timeline:

Order Cut-Off Time: 4:00pm Business Days
Order Handling Time: 0–1 Business Days (allow up to 2 days on Public Holidays)
Transit Time: May be affected by weather, public holidays, or holiday seasons

Estimated Delivery by State:

QLD, NSW, VIC, ACT: 2–5 business days
SA, TAS, WA, NT: 5–7 business days

Q2. Where can I place an order from?

A: FAELORA currently only ships products to Australia.

Q3. How can I pay?

A: Payment is required in full at checkout. FAELORA uses Stripe and PayPal as secure payment processors.

Stripe: Supports Visa, Mastercard, and eftpos
PayPal: Supports linked cards and PayPal balance
Gift Cards: Payment via FAELORA gift cards is also accepted

Q4. Why does my candle have a white coating on the top?

A: This is called candle frosting and is completely natural for soy wax candles. It appears as a white, frosty, or powdery layer on the surface. This occurs when wax molecules re-crystallize. Frosting does not affect the performance or burn quality of your candle.

Q5. Why does my candle have liquid on the top?

A: Sometimes you may notice a small amount of liquid on the surface of your candle. This is called “fragrance pooling” and is completely normal.

It occurs when fragrance oils separate slightly from the wax, often due to warmer temperatures during storage or transit.
The liquid will reabsorb into the wax once the candle is burned.
This does not affect the quality, fragrance, or burn performance of your candle.

Q6. Do I have to pay for shipping?

A: No! All Australian orders receive free standard shipping.

Orders over 5kg may ship in separate parcels.
FAELORA uses Australia Post as our preferred carrier.

Q7. Who can I contact about my order?

A: Your satisfaction is our priority. For questions or issues regarding your order, contact:

📧 hello@faelora.com.au

Response hours: Monday–Friday, 8am–4pm (AEST)
Online shopping is always open 24/7 🌙✨

Q8. Will I get confirmation for my order?

A: Yes! You will receive:

A confirmation email after your purchase
An email when your order is processed at the post office
A tracking notification from Australia Post, including estimated delivery date and time

Q9. How does the FAELORA Loyalty Program work?

A: Our Loyalty Program rewards you for shopping with us!

Earn 1 point for every $1 spent
Get 10 points when you sign up
Receive 50 points on your birthday
Redeem 100 points = $5 off your order

Points are non-transferable, and some exclusions may apply.

Q10. What is the FAELORA Glow Plan?

A: The Glow Plan is our exclusive membership program with extra perks:

10% off your first order
5% off all products all year
Birthday special: Buy 2 candles, get 1 free
Seasonal discounts for holidays
Free standard shipping
Stack 1 coupon code on top of your Glow discount

Important: The Glow Plan is non-refundable and does not auto-renew. Members must consent to emails and SMS from FAELORA to receive discounts.

Q11. Can I use multiple coupons or discounts?

A: You can use 1 coupon per order, which may be stacked on top of your Glow Plan discount. Coupons cannot be combined with other promotions unless explicitly stated.

If your coupon doesn’t work, contact:
📧 hello@faelora.com.au

Q12. Can I change or cancel my order?

A: Orders can only be changed or cancelled before they are processed and shipped. Once an order is in transit, it cannot be altered. Please contact us immediately at hello@faelora.com.au if you need assistance.

Q13. Are your products safe for children and pets?

A: FAELORA candles are handmade with care. However, candles should never be left unattended around children or pets. Always follow our safety guidelines when burning candles.

Q14. What if my product arrives damaged?

A: Please contact us immediately at hello@faelora.com.au with photos of the damage. We will assess the issue and provide a replacement or refund as appropriate.

Q15. Will my candle look exactly like the pictures on the website?

A: FAELORA candles are handmade, so some variations may occur.

Colors, textures, and designs may differ slightly from product images.
Aluminium lids may have minor scratches or marks due to how our supplier packages them for transit.
These small differences do not affect the quality or performance of the candle.

Q16. How should I burn my candle for the best results?

A: For a safe and even burn:

Always trim the wick to 0.5 cm (1/4 inch) before lighting
Burn the candle on a heat-resistant, stable surface
Keep away from drafts, children, and pets
Do not burn for more than 4 hours at a time
Extinguish properly before leaving the room or sleeping

Q17. Can I reuse my candle jar?

A: Yes! Once your candle is finished, wash out the jar with warm soapy water. FAELORA jars can be reused for storage, as a vase, or for DIY candles.

Q18. How do I store my candles?

A: To maintain fragrance and appearance:

Keep candles in a cool, dry place away from direct sunlight
Avoid storing near heat sources
Keep the lid on when not in use to preserve scent

Q19. Do FAELORA candles contain allergens?

A: Our candles are made with soy wax and fragrance oils. Some scents may contain natural essential oils. Please check the product description if you have allergies or sensitivities.

Q20. How can I contact FAELORA for other questions?

A: For general enquiries, feedback, or assistance:
📧 hello@faelora.com.au
Response hours: Monday–Friday, 8am–4pm (AEST)