Product Care

Candle Care

When lighting for the first time, burn for a minimum of 2 hours or until the wax melts across the entire surface of the jar. This prevents tunnelling and creates an even burn.

Do NOT burn your candle for longer than 4 hours at one time. This can damage the wick which may cause it to fall over, lift or result in an undesirable burn. Before each burn, trim wick to around 5mm, to promote an even burn, steady flame and limit mushrooming of the wick.

When lighting for the first time, burn for a minimum of 2 hours or until the wax melts across the entire surface of the jar. This prevents tunnelling and creates an even burn.

DO NOT burn your candle for longer than 4 hours at one time. This can damage the wick which may cause it to fall over, lift or result in an undesirable burn.

Before each burn, trim wick to promote an even burn, steady flame and limit mushrooming of the wick.

 

Wax Melt Care 

Place your wax melts in a melt approved wax warmer / burner and never add water. Place your wax warmer in a stable position, away from drafts and flammable objects. Do not leave your warmer on for extended periods of time (max 3 hours at a time). Keep out of reach of children and pets. Never leave a warmer / burner unattended. Put it out / turn it off before leaving a room. You can reuse your wax melt until the scent has faded. Once faded, remove the wax residue and add a new wax melt.

 

Reed Diffuser Care

Place your Reed Diffusers in a light draft and remember to TURN (flip) your reeds over every week, to best disperse the fragrance around your room.

It's important not to spill any of the diffuser fragrance oils onto your countertops (especially wood, plastic or marble) as this may destroy or discolour these surfaces due to the alcohol content of the carrier base.  It is flammable, so caution is needed when handling and when turning your reeds, please do so carefully.

 

Natural Soap Care

Store in a cool dry cupboard. Once in use please keep your soap on a well drained soap dish, away from direct streams of water, and allow to dry between use.

All our soaps are handmade with care, each one is different and there may be slight variations in appearance and weight, this is the joy of handmade.

Your soap will last for years but it is best to use it within 12 months as over time the fragrance will fade, especially if scented with essential oils.

Humidity & Soap:  In an effort to reduce plastic I do not shrink wrap my soaps. In very wet or humid weather, the soap may grab the airs moisture and have a wet feel, this is the natural glycerin in the soap reacting with the humidity, it's what sets natural soap apart from commercial bars. It does not effect the soap in any way.

 

Shipping:
Where possible we use a traceable delivery method. This mostly includes Australia Post or a local Courier Company.  Delivery to the carrier constitutes delivery to the customer. Any visible damage from transit should be reported to the carrier when the package is received – if the damage is severe the package should not be signed for. Please check your order carefully and notify Pandarra of any issues with your order immediately so we can investigate and rectify as soon as possible. Claims reported more than 7 days after receipt may be denied.  Due to the Covid-19 Pandemic, parcels are often delayed and we hold no responsibility for any courier or postal service delays.


Return Policy / Refunds:
Please contact Customer Service if you are unhappy with the products you have received from us.   We request that a photograph be sent to our email (info@pandarra.com.au) if you find our candles are not in satisfactory condition when received, so we can investigate the issue and liase with you.  (for example, if you find that due to the high heat in the courier vans etc, your candles have melted in any way etc – please do understand that this is out of our control but we will always work with you to ensure that you receive satisfactory service from us).

If you receive a candle as a gift from someone else and not happy with the current fragrance scent and wish to exchange it with us for another scent you may prefer, we are happy to exchange it for you as long as the candle is not lit or burnt in any way beforehand and returned to us in good condition.


Delivery Times:
Delivery times will vary based on order time and day, delivery location and delivery method. Pandarra business hours are Monday through Friday, 8:30am - 7:00pm Australian Eastern Standard Time. Orders are typically processed within 24 hours and in-stock items usually ship by the same/next business day. However, we do not ship candles on Fridays, Saturdays or Sundays (to avoid the candles melting in high temperatures when sitting in overnight facilities or postal vans).  No charges are applied until a shipment has been made. International deliveries are shipped via International Cargo Express or Australia Post. We do our best to get your order to you as quickly as possible but we cannot be held responsible for the delivery time once we have passed your order to the carrier.

Please contact us if you have any questions about our terms of sale.

Email : info@pandarra.com.au
Phone : +61 43 906 2376
Worongary, Queensland, 4213