FREQUENTLY ASKED QUESTIONS.
Got questions? We got answers.
FAQ
SHIPPING, RETURNS & EXCHANGES.
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
How much does shipping cost?
Shipping costs will vary and depend on the amount of items and total weight of your order. Cost is calculated at checkout.
Can I change my delivery address?
Please make sure you enter the correct address at checkout. If you enter the wrong address, contact us immediately on hello@themelthouse.com.au with 'WRONG SHIPPING ADDRESS' as the subject line.
We may be able to change the address if the order has not yet been processed.
Unfortunately, once items have been processed, it is out of our control. If it is sent to a wrong address, it may be sent back to us, and only in that instance are we able to send it back to you.
Where do you ship your products to?
We ship all over Australia!
International: Has just recently become available in October 2023.
When will my order be shipped?
Your order will be shipped within 1-3 business days of placing the order.
How can I track my order?
Once you have placed an order with us, you will receive an email with tracking information, or through the relevant app.
Please check the information regarding your order via email and app.
Due to unforeseen circumstances, sometimes a delay may occur due to environmental factors, social factors or shipping agents, which is out of our control.
Please email hello@themelthouse.com.au if you have any further concerns.
How do I know if I have received my order?
You will receive an email or a notification through the tracking app.
What is the shipping policy?
Click here to view our policy: The Melt House Shipping Policy
Do you ship overseas?
Yes, we ship worldwide.
PRODUCT INFORMATION.
What wax do you use?
Different types of products require different types of waxes. All candles are made with a soy base, and either have coconut, olive or paraffin. We use the highest quality natural wax in our candles and wax melts that is also vegan + cruelty-free. We did not want to compromise on the quality of our products, that is why we made sure to only use premium and the best wax on the market.
Is everything you use in your products natural and eco-friendly?
No ingredients in any of our products or fragrances contain phalates or parabens.
The wax we use is a soy and/or coconut soy blend unless stated otherwise in the product description.
The glitter and shimmer are non-toxic, and the majority are bio-degradable + made with plant cellulose. We source these from suppliers who are against animal testing, making our products vegan & cruelty-free always.
I don't know how to use your products.
Our Candle and Melt Guides are available to download on any device through our website.
Please add this to your checkout, or you can simply click each option below.
I have a question about a product.
If you have any questions about our products, please do not hesitate to reach out to us. We are open to receiving all types of feedback in order to better our products. Please email us at: hello@themelthouse.com.au and our friendly customer service team will get back to you.
Why is there some white spots/frosting on my candles/wax melts?
The presence of frosting on candles indicates the use of natural soy wax. It can occur due to factors like fragrances, temperatures, and the candle making process. We do our best to try and control these factors however, sometimes minor imperfections may occur due to the nature of soy wax. Frosting will never impact the performance of products.
PAYMENTS.
What payment methods do you accept?
We accept AMEX, VISA, Mastercard, UnionPay, Google Pay, ShopPay, Apple Pay, Afterpay & Klarna.
How do I redeem a discount code?
If the code is still valid, you can enter the code at the Checkout.
If you would like to stay up to date on our latest promotions, subscribe to our email list to Join The MELT Club.
Get in touch.
Have any other questions about your order, or a general enquiry?
