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Ordering Info


1. Ordering Your Soaps
1.1 Placing an order
1.2 Payment options
1.3 Out of Stock products
2. Account registration
2.1 Benefits of having an account
2.2 Updating your shipping details
2.3 Order status & history
3. Shipping
3.1 Shipping methods
3.2 Shipping rates & charges
3.3 When to expect your order
4. Returns
4.1 Return policy
4.2 Order Discrepencies
4.3 Return instructions



Ordering Your Candles
1.1 - Placing an order
  • Browse our wide range of products by clicking on the category links on the left hand side of the page.
  • When you find something you wish to purchase, click the "ADD TO CART" button.
  • To review the items that you've added to your shopping cart, click the "Shopping Cart" link on the left menu.
  • Once you are satisfied with your order, click the "Confirm Purchase' button.
  • Once completed, you will be shown your purchase order with payment instructions and a copy of it will be emailed to you.
  •  
    1.2 - Payment Options

    Australian customers.
    We accept Visa, MasterCard, American Express, Discover, Dinners Club, JCH and Paypal - Via 2checkout.com Secure Payment System.

    We also accept Direct Deposit Bank Details

    Bank : Commonwealth Bank
    BSB : 062576
    Account Number : 10190415
    Account Name : Dean Wilson
    Reference : Your ORDER number

    Currently we only accept orders to Australia Addresses.
    Orders will only be processed once payment clears. This will normally take one to two business days for Direct Bank Deposit and one business day after receiving your Credit Card/Paypal order.

    Please do NOT pay us directly thought your paypal, we only use 2Checkout with Paypal options, once you complete your order they will give you the require links to pay with Paypal.

    If you've placed an order and wish to change your payment method, please email us at dean@sentinelcandles.com.au
     
    1.3 - Out of Stock Products
    It is sometimes difficult to determine if items you have chosen to purchase are in stock because there may be other people ordering the same product at the same time. Unfortunately, we are not able to avoid such a situation from happening. In the event when an item you have purchased and paid for is unavailable, we can either:

    • create the item, this may take up to 10 days
    • offer you a credit for you to use when you shop with us the next time to reimburse what is owing
    • offer you a refund for what is owing (for Australian's customers using Direct Deposit only)
    • or you can choose an alternative product(s) from our website with the same value.

    We understand that this may be of an inconvenience to you and we do apologize beforehand should this situation arise. If you have any queries regarding our stock, please email us at dean@sentinelcandles.com.au


    Account registration

    2.1 - Benefits of having an account
    You need to create an account to place an order. Having done so, you can enjoy facilities such as being able to save your favorite items and refer to your order history to see what you have purchased from us. Your cart items will automatically be saved to your account, when you login next time they will still be there. Another advantage of being registered is that you can instruct the system to automatically fill in your shipping details when you check out saving you time and the hassle of typing your details.
     
    2.2 - Updating your shipping details
    It is important to provide us with your current shipping details. To do so :

    1.  Login into your account by entering your email address and password
    2.  Click on the 'My Account' button
    3.  Update your details
    4.  Click the 'Save Details' button to submit your changes.
     
    2.3 - Order status and history
    To check the status of your most recent orders :

    1.  Login into your account by entering your email address and password
    2.  Click 'Orders'

    Shipping

    3.1 - Shipping methods
    Within Australia, we use the following shipping methods :

    Australia Post Registered
    Postal delivery time is approximately 2-5 business days. A recipient must be available to receive registered parcels. Insurance cover of up to $100 for purchases. If you wish to purchase extra insurance, please contact us at dean@sentinelcandles.com.au


    Australia Post (Express)
    If we can send your items Express Post cheaper then normal post then we will credit your account the different.
    If you wish to use Express Post, please advise us in your checkout. Please do not pay until we have adjusted your invoice.
    Postal delivery time is approximately 1 to 2 business days, depending on destination(*).
    If requested a photo will be taken of your item for any shipping issues. If you need this photo, please require it on purchase.


    Please note that we will only be able to help track / reimburse parcels that are send via Express Post.
    (*) = Delay in shipping may accrue during holiday seasons, example; Christmas, New Year. etc.
     
    3.2 - Shipping Rates & Charges
    We do our best to make sure the shipping costs are correct. If you feel the shipping costs are to high, please contact us after confirming your purchase and we will adjust them manually.
     
    3.3 - When to expect your order
    At Sentine Candles, we make every effort to process (create and ship) your order as quickly as possible. Kindly allow processing time of 1 business day (after payment has been cleared).
    We advise that you notify us as soon as you make payment so that we can pack and prepare your order for shipment.

    Below are approximate postal delivery times as advised by Australia Post to Australian address only.

    Registered & Regular Post : 1-5 business days

    As we have no control over your orders once we post them, the best way to resolve late/missing parcels is to contact Australia Post directly. If you have selected Australia Post Registered, please follow the following steps:

    1) Ring Australia post at 13 13 18.
    2) Inform them that you would like to track your Registered Post Parcel.
    3) Quote them your reference number which was send to you via email to you when your order was posted

    They will track down your parcel and inform you of its location. If you experience further difficulties after proceeding with the steps above, please contact us and we will try to help you resolve the matter. Australia Post - AusPost.com.au

    Returns

    4.1 - Return Policy
    All returns will be considered on a case-by-case basis. We do whatever we can to make sure that all products are in good condition before we ship them out to you.

    A 10% restocking fee will apply in the event of a refund or exchanging of goods. Items must be in its original state and in the condition they were sent in. Partial returns will will not be accepted - this includes a candle that has been lite. Postage costs will not be refunded and return postage costs will be the responsibility of the customer. Items which are on clearance or specials cannot be refunded or exchanged.
     
    4.2 - Order Discrepencies
    All orders go through our checking system (quantity and quality checks) before getting dispatched. However, please understand that as humans we can sometimes make mistakes. Please email us immediately and we can advise further on what to do.
     
    4.3 - Return Instruction
    To request for a return please email us within 3 days of receiving your goods at dean@sentinelcandles.com.au. Products need to be returned to us unopened within 7 days if your return is accepted. Upon receipt and acceptance of your return, Sentinel Candles will credit your purchase price (not including shipping and handling cost). We will notify you via email once your return has been processed.

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