FAQ

Common Questions Answered:

Are your candles hand poured?
Yes, all of our candles are hand poured in Queensland, with love.

Are Pandarra products vegan friendly?
Our products are not tested on animals, are free from Parabens, PEGS and contain no animal by-products and can be considered as 'vegan friendly'.

How long will your candles burn for?
We aim to ensure all of our candles are as long lasting as possible however burn times do vary based on a variety of factors, including candle maintenance (whether wicks are being properly trimmed and centred), the length of each continuous burn time (a longer burn that results in a deeper melted wax pool has the tendency to evaporate faster), candle placement (air-conditioned and drafty areas may affect burn times) and the age of the candle. To get the most out of your candles we always advise that you follow the enclosed burning instructions.

How long will your diffusers last?
Our Diffusers will last, once opened, up to three to four months. Environmental factors, such as direct sunlight and breezes, and also the frequency you flip your reeds, may impact the life of your Fragrance Diffuser. For best performance we encourage you to refer to the enclosed care instruction received with your Fragrance Diffuser.

What kind of wax and wicks are used in your Candles?
Our Soy Wax Candles are handmade in Australia using natural soy wax, high quality fragrant oils and lead-free cotton wicks.

Why do I need to burn my candle for more than 2 to 3 hours initially?
For the FIRST burn (only), make sure to burn until all the wax on top is melted to the glass. If you burn for less, the wax may not be melted all the way and can form a pattern of tunnelling - which leaves unmelted wax around the edges, may reduce the overall fragrance throw and eventually may drown the wicks so the candle will not stay alight.

Why must I not burn my candle for longer than 4 hours at any burn?

If you burn for longer than four hours, the candle wick will become quite long and may fall onto the side of the glass, or heat the glass up.

Why do you say to stop burning with 10mm of wax left?
We ask that you stop burning your candle at the 10mm wax mark as there may not be enough wax left in the candle to absorb the heat of the flame, which can lead the glass to become very hot.

What happens if I am looking for a scent or candle that you no longer make?
From time to time we need to say goodbye to existing fragrances. However if you enjoyed a particular scent, contact us! We may be able to custom make the candle for you, if we still have the fragrance oil. We love chatting to our customers about scents and fragrances!

COVID-19 Update

Please refer to this page for the latest information on orders and shipping regarding COVID-19.

Do you ship internationally?

We currently ship within Australia (for orders placed from our AU website circa.com.au) and New Zealand (for orders placed on our NZ website nz.circa.com.au). Please select the appropriate country for your shipping destination using the drop-down menu in the website footer.

How do I track my delivery?

Once your item has been shipped you will receive an email from us with your tracking details. If you haven't received this, please check your junk mail. If you need to get in contact with us about the whereabouts of your order, please email help@circa.com.au.

How long does express shipping take?

*All delivery timeframes are an estimate only and CIRCA will not be liable to you for losses suffered or incurred due to delivery delays.

Orders are dispatched within one business day and are delivered within one to three business days from dispatch, depending on your location.

How long does standard shipping take?

COVID-19 Update: Please be aware that there are delays across the AusPost and Direct Freight delivery networks and your parcel may take a little longer than usual to arrive. Please see here for more information.

*All delivery timeframes are an estimate only and CIRCA will not be liable to you for losses suffered or incurred due to delivery delays.

2-7 business days, depending on your location in Australia. For an estimate, visit the Australia Post website and enter '2116' (Rydalmere) in the 'From' field. 

How much is shipping?

Australia Standard Delivery is $9.95, or free for orders over $50.

Please note orders containing a Fragrance Diffuser or Hand Sanitiser are not eligible for free shipping. Due to the high alcohol volume these products are considered Dangerous Goods and must be sent via courier. A $9.95 delivery surcharge will apply.

Australia Express Delivery is $14.95.

Please note orders containing a Fragrance Diffuser or Hand Sanitiser are not eligible for express.

I’ve ordered the wrong thing, what do I do?
Unfortunately we are unable to edit your order items once it's been placed. If you have ordered the wrong thing, provided it hasn't yet been shipped, we can cancel your order and refund you so you can order again. Please email help@circa.com.au if you need assistance. 

What is your exchange policy?
You can exchange a product due to change of mind within 30 days of it being dispatched by us, providing it's unused and in re-saleable condition. Please note shipping costs for the return and resend are at your expense, with the resend charged at the standard rate ($9.95). Exchanges will be processed within 2 working days from the date the returned goods are received. We recommend that a proof of postage is obtained for your return, in the unlikely event that we do not receive the parcel.

If you would like to return an item, please email help@circa.com.au with your order number and details of the return or exchange.

What is your returns policy?
You can return an item within 30 days of it being dispatched by us, providing it's unused and in re-saleable condition. Please note shipping costs are at your expense. Where a refund is due, this will be processed onto the credit/debit card or via Paypal with which the purchase was made, within 2 working days from the date the returned goods are received. Refunds may take 5-7 working days to reflect against an account, depending on the bank. We recommend that a proof of postage is obtained for your return, in the unlikely event that we do not receive the parcel.

If you would like to return an item, please email help@circa.com.au with your order number and details of the return or exchange.

Why can’t I choose express shipping in the checkout?
Express shipping is only available for orders that do not contain a Fragrance Diffuser or Hand Sanitiser as these produtcs are sent via Direct Freight using standard shipping. Orders that do not contain these items are sent via Australia Post, with the option of standard or express shipping. 

Can I change my delivery address after I’ve ordered?
As soon as your purchase is completed we begin the processing and packing so we can get your order to you in a timely manner. If you have provided an incorrect or incomplete delivery address please call 02 9757 3080 Mon-Fri 9am-4pm AEDT or if after hours email help@circa.com.au and we will do our best to update your address, however we cannot guarantee it will be possible.

Can I use more than one promotional code per order?
No, only one code can be used per order.

Do you offer Gift Wrapping?
At special request, we can Gift Wrap - leave a note for us at checkout, or email us at info@pandarra.com.au

I’m sending my order as a gift. Will there be an invoice with prices in the order?
No, we do not include invoices or packing slips in our orders. 

What currency are your products in?
All products listed are in AUD.

What payment methods do you accept?
We accept Visa, Mastercard, Paypal, and Afterpay.

Will my order come with an invoice?
No, we do not include an invoice with our deliveries. If you require an invoice for tax purposes, please email info@pandarra.com.au with your order number and we can supply you with one.