FAQs

DELIVERY AND RETURNS

COVID-19 Updates

For the latest information on order processing and shipping please refer here.

How much does shipping cost?
Order Total $0-$199.99 - incurs $9.95 Flat rate shipping within Australia
Order Total $200-$299.99 - incurs $14.95 Flat rate shipping within Australia
Order Total $300+ - incurs $19.95 Flat rate shipping within Australia

How long does standard delivery take?
*All delivery timeframes are an estimate only and Glasshouse Fragrances will not be liable to you for losses suffered or incurred due to delivery delays. Please note that due to social distancing policies some delays are unavoidable. We appreciate your understanding.

Standard shipping takes 5-10 business days, depending on your location in Australia. 

Please note order dispatch may be delayed up to 48 hours during peak promotional periods.

For an estimate, visit the Australia Post website and enter '2116' (Rydalmere) in the 'From' field. Please note, orders containing a Fragrance Diffuser or Sanitiser may take an additional day, due to being Dangerous Goods and delivered via Direct Freight couriers.

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 [email protected]

Do you ship internationally?
We currently ship within Australia only. 

I've received my order but there is an issue, what do I do?
Please email [email protected] with information and/or images detailing the issue and someone from our customer service team will be in touch.

What is your return policy?

All products sold through the Glasshouse Fragrances Outlet website are seconds or imperfect stock. You are knowingly buying seconds or damaged goods therefore no refund or exchange is available through the Glasshouse Fragrances Outlet website or in store. This does not affect your statutory rights.

 

ORDERS & PAYMENTS

What currency is your site listed in?
All product prices are listed in AUD.

What payment methods do you accept?
We currently accept Visa, Mastercard, PayPal.

Will my order come with an invoice?
No, we have shifted to a paperless service and do not include an invoice with our deliveries. 

I'm sending my order as a gift. Will there be an invoice with prices in the order?
Great choice! We do not include invoices with our orders so we are gift-ready. Please note that we do not offer gift wrapping.

Do you gift wrap?
We do not offer gift wrapping on orders.

Can I change my delivery address after I've ordered?
As soon as your purchase is complete we begin the handling and packing process so we can get your items 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 AEST or if after hours email [email protected] and we will do our best to assist where your order has not already been despatched.

Why can't I choose express shipping in the checkout?
Express shipping is not available. 

 

PRODUCTS

PLEASE NOTE THAT THESE PRODUCTS ARE GLASSHOUSE FRAGRANCES OR CIRCA HOME FACTORY SECONDS STOCK WITH SLIGHT IMPERFECTIONS THAT WILL NOT AFFECT PERFORMANCE. CLICK HERE FOR MORE INFORMATION.

Are Glasshouse Fragrances and Circa Home 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 a Glasshouse and Circa Home candle burn for?
In ideal conditions, 760g and 700g candles burn for up to 95 hours, 380g and 350g candles burn for up to 65 hours, Circa Home 260g candles burn for up to 40 hours and 60g candles burn for up to 15 hours.
Please note that 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. These include candle maintenance (whether wicks are being properly trimmed and are 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 effect 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 a Glasshouse Fragrances and Circa Home Diffuser last?
A 250ml Glasshouse Fragrances and Circa Diffuser will last, once opened, up to three 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 instructions.

Do I need to trim my candle wicks?
Yes. As the wax level drops, the wicks effectively become longer so we advise that you trim the wicks to 7mm and ensure they're upright prior to each new burn.

What does Triple Scented mean?
This means that Glasshouse Fragrances use some of the highest fragrance loads in the industry to deliver one of the strongest fragrance releases on the market. The fragrance lasts longer and the candle can be burned for a shorter period of time to get the same performance.

Why are some fragrances stronger than others?
Fragrances and how we perceive them can vary accordingly to many different factors, the fragrance style and how the perfumer constructs the fragrance, including the fragrance notes used and their concentration. Our mood, level of alertness or the environment in which we smell them also play a big part in how we experience a fragrance. A fragrance we smell in the morning at 9am may be perceived differently between 1pm and 3pm, when our body’s circadian rhythm is at its most sleepy. This is why we often crave coffee and sugar at this time for a pick me up, as our body’s internal clock and senses slow down. Perfumers will always evaluate fragrances before midday for this reason.
Some fragrances act like a cloud, building over time in a room and lingering, these are often more powdery, feminine fragrances, that use musk or light sugared candy notes - they act like a beautiful scenic backdrop. Whilst other fragrances have concentrations of strong, punchy fragrance notes, these vivacious fragrances are lively and outgoing, they demand your attention; fragrances with caramel, citrus and tropical fruity notes fall into this family.

Why do I need to burn my 350g and 380g candle for more than 1 hour and less than 4?
If you burn for less than one hour the wax may not be melted all the way to the outside of the candle. Once this happens the candle 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. If you burn for longer than four hours, the candle wick can 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 lower than this there may not be enough wax left in the candle to absorb the heat of the flame, which can lead the glass to becoming very hot and/or cracking.

Why is there a black residue forming around the rim of my candle jar?
A candle wick requires trimming between burns or if the candle has been burning continuously for two or more hours. The wicks should be trimmed to about 7mm from the wax, only then will the candle stop emitting carbon - the black residue. If there is black residue on the glass of your candle jar, use a dry piece of paper towel and wipe clean.

Why has the Fragrance Diffuser liquid changed colour?
The fragrance diffuser solution will oxidise after it has been opened. The perfume in the diffuser interacts with oxygen which can affect its colour – just like a sliced apple changes colour when exposed to the air. This shouldn't cause any problems with the performance.

How do I get in touch?

Our customer service team are available to answer any questions that you may have. We have a team online who are working from 9am-9pm AEST Monday - Friday. Please email [email protected] for assistance.