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FAQs

Got questions? See if we can help you below. If any of the below do not answer your question, please contact us .

Shipping Queries:
How long will it take to receive my order?
Website orders are usually processed and shipped from Auckland within 24-48 hours (excluding weekends). Any orders placed over the weekend will be packaged and shipped out on a Monday.
Deliveries to the Auckland region: within 1-3 business days after your order is placed.
North Island delivered within 3-5 business days after your order is placed.
South Island delivered within 3-5 business days after your order is placed.
*Some rural deliveries may take longer.

International Shipping
Unfortunately, we currently don't offer international shipping.

Shipping fees for returned products
If the return is a result of our error (for example, we sent you the wrong product or the product is damaged), we'll pay the return shipping cost.
If you've changed your mind on a product, we ask that you cover the return costs to us.

Order Queries:
Have you received my order?
Once your order has been processed, you will receive an ‘order confirmation’ email. We also receive a copy of this. Be sure to check your junk box too, in case the email has bounced. If you do not receive the order confirmation, please contact us and we will check that your order has gone through.

Returns
We are confident you will love your AmbiEscents purchase, however if for any reason you are not 100% satisfied, please contact us so we can help or refer to Returns/Refunds/Exchanges.

Damaged Orders
If a product turns up damaged, let us know and we'll decide on the best way to handle it. In some cases we'll ask for the product be returned to us, in others we may send out a replacement with proof of the damage. Rest assured, we'll take care of it in the fastest, easiest way possible.

Wrong Product received
Please double check your confirmation email you received from us. If you have accidentally ordered the wrong product or if we've packed your order incorrectly please do not hesitate to get in contact with us to try sort it out for you.

Cancelling an order
If you need to cancel an order, please contact us soon as possible after you place it. If your order hasn't been processed, we can cancel your order and refund the full transaction amount back on to your credit card.

Do you offer gift wrapping?
Absolutely. Simply tick the ‘gift wrap’ box in your cart. We will wrap the gift in the paper design advised by you at checkout together with your personal message. If you would like the item sent directly to the recipient, just input their details in the shipping section otherwise we can send it to you to deliver it yourself.

Discount Codes
If you are lucky enough to have a discount coupon, input it at the Checkout Page. Only one coupon can be used at a time. Please get in contact if your discount code isn’t working or you need help.

Do you offer custom orders
Yes we do. Please visit custom orders for further details 

Product Queries:

What kind of wax, wicks and fragrance are used in your candles?
We use 100% soy wax paired with cotton, lead free wicks. We also use premium, phthalate and paraben free fragrance oils.