FAQ
WHAT IS IN THE CANDLES?Â
All our ingredients are 100% natural and sourced locally. Our soy wax is natural and plant based, GMO free and contains NO paraffin, NOÂ unnatural additives.Â
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.Â
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.Â
DO YOU SHIP INTERNATIONALLY?Â
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.
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RETURNSÂ
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
An exchange will not be offered if;
A refund will only be offered if;
A refund will not be offered if;
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A defect is defined as the inability of a product to perform. This means
- A candle not burning on the first burn
- A diffuser not opening
- A room spray nozzle not spraying
A defect does not include
- A lighter scent throwÂ
- A tunnelled candle after use of the candle
- A damaged label or packaging that does not interfere with the use of the product as a result of the customer’s use
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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.
A refund will only be offered if;
A refund will not be offered if;
- 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
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- The damage
- The candle usageÂ
- 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 customerÂ
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.
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