Returns & Refunds
RETURNS & REFUNDS
We want every D’Luxxe order to arrive exactly as expected. This page explains what happens if something isn’t right.
Last updated: 4 October 2026
Because our products are handcrafted in small batches, we do not offer returns or refunds for change of mind, including fragrance preference.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible. Where practical, we ask that you get in touch within 48 hours of delivery so we can investigate quickly.
Please email dluxxekandleco@gmail.com with:
- Your order number or other proof of purchase
- A brief description of the issue
- Clear photos of the item and packaging where relevant
Once reviewed, we’ll arrange an appropriate remedy where applicable.
Personalised Products
Please check all personalisation details carefully before placing your order. Personalised products cannot be returned or refunded for change of mind or customer-entered spelling errors.
If a personalised item is faulty, damaged, incorrect due to our error, or otherwise does not meet your consumer rights, please contact us so we can review the issue.
Sale & Clearance Items
Sale and clearance items are final sale for change of mind, including fragrance preference.
If a sale or clearance item is faulty, damaged, incorrect or otherwise does not meet applicable consumer guarantees, please contact us and we’ll review the issue.
Refunds & Return Postage
If a refund is approved, it will be issued to your original payment method. Once processed, please allow approximately 5–7 business days for the funds to appear, depending on your bank or payment provider.
If an item is confirmed to have a problem, we will reimburse reasonable return postage costs where required. Please keep your postage receipt.
Original shipping charges are generally non-refundable unless the circumstances require otherwise or a shipping refund is approved.
Order Changes & Cancellations
If you need to change or cancel an order, contact us within 2 hours of purchase. We’ll do our best to help before your order enters preparation or dispatch, but changes cannot be guaranteed once processing has begun.
Product Use & Care
Please follow the care and safety instructions supplied with your product and the guidance on our Product Care & Safety page.
Damage caused by misuse, incorrect handling or failure to follow product instructions may not be eligible for a remedy where the issue was caused by that use.
This policy is in addition to any rights and remedies you may have under the Australian Consumer Law. Nothing in this policy is intended to exclude, restrict or modify those rights.
Need help with an order? Email dluxxekandleco@gmail.com.