FAQ

WHAT IS IN THE CANDLES? 

All our ingredients are 100% natural and sourced locally. Our soy wax is natural and plant based, GMO free and contains NO paraffin, NO unnatural additives. 

Our wicks are flat braided made from textile grade cotton, these wicks burn cleanly and are less prone to mushrooming. They are Zinc free and Lead free. 

WHAT IS THE BURN TIME?

150g and have a burn time of 45 hours. 50 g have a burn time of 20 hours and 250g have a burn time of 55 hours. 

DO YOU SHIP INTERNATIONALLY? 

We do offer international shipping and the price varies with location.

HOW LONG DOES SHIPPING TAKE?

Currently all our shipping is done with NZ post and they are posted on overnight shipping within 48 hours of your order being placed. Once we post please contact NZ post regarding any delays.

 

RETURNS 
We understand that when you shop with Masala Scents you are excited for an amazing product. We also understand that occasionally, that it may not match your expectations. If you are not satisfied, we are happy to offer you an exchange or store credit only.

An exchange will be offered if;

(i) The product has not been used and the exchange is requested within 14 days from when the customer has received the product; and

a) The customer is unhappy with the product they have received; or
b) The customer has received the wrong product than what they ordered; or
c) The customer has changed their mind about the product; or
d) The product has been damaged during delivery.

An exchange will not be offered if;

(i) The customer has used the product; or
(ii) 14 days have elapsed; or
(iii) The customer has damaged the product in any way; or
(iv) The product was a sale item.

A refund will only be offered if;

(i) The product has not been used and the refund is requested within 7 days from when the order is received or;
(ii) The refund is requested within 7 days from when the order is placed; or
(iii) The product has been used and the product has a defect preventing it from functioning as advertised; or
(iv) The product has not been used and the product has a defect preventing it from functioning as advertised;

A refund will not be offered if;

(i) The customer has damaged the product in any way; or
(ii) The product has been damaged during delivery; or
(iii) 7 days have elapsed; or
(iv) The product was a sale item; or
(v) The product is a customised order
EXCHANGES

The customer will be responsible for paying their own shipping costs for returning or exchanging any products. Shipping costs are non-refundable.

Time for exchanges or returns may vary. If the customer is shipping products over $75.00, a trackable shipping service is advised.

Masala Scents do not guarantee that your return item will be received if trackable shipping is not used.

CONCRETE CANDLES
Our concrete candles are hand crafted by us and we offer a full burn warranty. This means that we guarantee there will be no cracks through the entire burn time of the candle. If there are cracks that develop due to shrinkage we will be happy to exchange or fix the items for you within 30 days. 

A refund will only be offered if;

(i) The product has not been used and the refund is requested within 7 days from when the order is received or;
(ii) The refund is requested within 7 days from when the order is placed.

A refund will not be offered if;

(i) The customer has damaged the product in any way; or
(ii) The product has been damaged during delivery; or
(iii) 7 days have elapsed; or
(iv) The product has developed cracks after 15 days from delivery. 
(v) The product was burned incorrectly leading to cracking or damage. 
Burning your concrete candle incorrectly means:
  • Not trimming your wick
  • Burning longer than 2 hours at a time
  • Leaving your candle unattended
  • Dropping your candle jar
  • Leaving your candle to burn in a windy area

 

CONCRETE CANDLE EXCHANGE/REFUND PROCESS
Step 1: Contact us via @masalascents with your query and please include 
  • The damage
  • The candle usage 
  • The date you received your candle

Step 2: We will do an initial assessment based off the images and content provided to determine what the remedy should be

Step 3: We will send a shipping label to you to assess the candle in person to see the damage/cause - if the damage is not caused by our workmanship the shipping label will be charged to the customer 

Step 4: If it is a result of our workmanship the candle will be replaced within 30 days and a $10 gift card for our store for the wait time.