FAQs

DELIVERY AND RETURNS:

How much does Shipping cost?

  • Shipping fees based on order total:
    • $0 - $99.99: $12.95 flat rate
    • $100 - $249.99: $15.95 flat rate
    • $250 and above: $19.95 flat rate
  • Charges are calculated via the cart subtotal before any discounts are applied.

If your item contains an item that is flammable, it will be classified as a Dangerous Good and it will be sent via Direct Freight. Orders containing Liquid Fragrance Diffusers, or Liquid Fragrance Diffuser Refills may experience an additional day for delivery due to Direct Freight. Orders via Direct Freight do not require a signature on arrival and your package will be left in a secure place. If a package is unable to be left in a safe, secure place, our customer service team will reach out to rearrange delivery. Please note we are only able to rearrange one shipment per order after which, undelivered parcels will be returned to our warehouse. Kindly note that we can only facilitate one shipment rearrangement per order. Subsequently, undelivered parcels will be returned to our warehouse, and a redelivery fee will be deducted from any refund requested. All other deliveries will be sent via Australia Post. 

Please note:

  • Orders via Direct Freight do not require a signature on arrival.
  • Please ensure your address is accurate.

How long does Standard Delivery take?

  • Due to high volumes, allow up to 10 business days for dispatch (excluding public holidays).
  • Shipping takes 2-8 business days depending on your Australian location.
  • Delivery is not available to PO Boxes or Parcel Lockers; please provide a street address.

How do I track my delivery?

  • Tracking details emailed once your item is shipped.
  • For inquiries, email [email protected].

Where do you ship?

  • We ship to most areas within Australia. If you get to the end of the checkout and your address is not valid, this is because your postcode is not serviced for this shipping method. 

The shipping of diffusers via Direct Freight cannot be sent to the below postcodes:

840, 845, 846, 847, 852, 854, 862, 870, 872, 880, 881, 885, 886, 2343, 2350, 2356, 2357, 2359, 2360, 2361, 2365, 2369, 2381, 2386, 2387, 2388, 2395, 2396, 2397, 2398, 2399, 2401, 2402, 2403, 2404, 2405, 2406, 2408, 2409, 2410, 2411, 2422, 2423, 2426, 2428, 2430, 2431, 2439, 2440, 2441, 2443, 2446, 2447, 2448, 2449, 2450, 2453, 2454, 2456, 2460, 2462, 2464, 2466, 2469, 2472, 2473, 2474, 2475, 2476, 2477, 2478, 2480, 2483, 2484, 2490, 2624, 2625, 2627, 2672, 2715, 2732, 2733, 2735, 2736, 2787, 2790, 2792, 2793, 2795, 2797, 2798, 2799, 2800, 2803, 2804, 2805, 2807, 2808, 2809, 2810, 2817, 2820, 2828, 2831, 2832, 2833, 2836, 2839, 2840, 2842, 2844, 2846, 2848, 2849, 2850, 2852, 2864, 2868, 2870, 2871, 2873, 2874, 2875, 2876, 2877, 2878, 2879, 2880, 2898, 2899, 3213, 3218, 3233, 3234, 3235, 3236, 3237, 3238, 3239, 3240, 3241, 3243, 3249, 3251, 3260, 3322, 3330, 3342, 3351, 3352, 3363, 3364, 3370, 3371, 3373, 3375, 3377, 3384, 3385, 3393, 3395, 3396, 3414, 3418, 3423, 3424, 3460, 3461, 3465, 3468, 3469, 3472, 3475, 3477, 3478, 3480, 3483, 3485, 3487, 3490, 3494, 3512, 3525, 3527, 3529, 3530, 3531, 3533, 3537, 3540, 3542, 3544, 3546, 3549, 3562, 3566, 3567, 3568, 3579, 3580, 3581, 3583, 3584, 3585, 3586, 3588, 3589, 3590, 3591, 3594, 3595, 3596, 3597, 3608, 3658, 3665, 3673, 3678, 3699, 3712, 3714, 3720, 3722, 3723, 3737, 3741, 3756, 3764, 3825, 3833, 3880, 3885, 3889, 3896, 3956, 4025, 4183, 4184, 4310, 4341, 4343, 4344, 4347, 4352, 4359, 4361, 4362, 4370, 4371, 4374, 4405, 4406, 4407, 4408, 4410, 4416, 4417, 4421, 4422, 4423, 4425, 4427, 4428, 4470, 4471, 4472, 4474, 4475, 4477, 4478, 4479, 4480, 4481, 4482, 4486, 4487, 4488, 4489, 4490, 4491, 4492, 4493, 4494, 4496, 4497, 4498, 4507, 4515, 4570, 4581, 4605, 4606, 4613, 4620, 4626, 4650, 4659, 4660, 4662, 4670, 4671, 4673, 4674, 4676, 4677, 4678, 4680, 4694, 4695, 4699, 4700, 4702, 4703, 4705, 4707, 4709, 4724, 4725, 4726, 4727, 4728, 4730, 4731, 4732, 4733, 4735, 4736, 4737, 4738, 4739, 4741, 4743, 4757, 4800, 4803, 4804, 4805, 4807, 4816, 4819, 4823, 4824, 4825, 4828, 4829, 4830, 4849, 4850, 4858, 4871, 4872, 4873, 4874, 4875, 4876, 4880, 4883, 4884, 4885, 4886, 4887, 4888, 4890, 4891, 4892, 4895, 5204, 5214, 5220, 5221, 5222, 5223, 5262, 5267, 5268, 5271, 5272, 5275, 5291, 5495, 5601, 5606, 5690, 5713, 5723, 5734, 6161, 6225, 6327, 6346, 6426, 6427, 6434, 6438, 6443, 6507, 6537, 6646, 6701, 6705, 6722, 6725, 6728, 6731, 6733, 6740, 6743, 6753, 6765, 6770, 6799, 7150, 7255, 7256, 7257, 7321

I've received my order but there is an issue, what do I do?

What is your Returns Policy?

  • No refund or exchange for archive, seconds, or imperfect stock.
  • This has no impact on statutory rights.

ORDERS & PAYMENTS:

What currency is your site listed in?

  • All prices listed in AUD.

What payment methods do you accept?

  • Visa, Mastercard, PayPal.

Will my order come with an invoice?

  • No paper invoice included; we have shifted to a paperless service. You will find an order summary in your email.

I'm sending my order as a gift. Will there be an invoice with prices in the order?

  • No invoices with prices included.
  • No gift wrapping is currently offered on our Outlet site.

Can I change my delivery address after I've ordered?

  • Call 02 9757 3080 Mon-Fri 9am-4pm AEST or email [email protected] for assistance, if not dispatched.

Why can't I choose Express Shipping in the checkout?

  • Express Shipping is not available.

PRODUCTS:

Are Glasshouse Fragrances and Circa Home products vegan friendly?

  • Not tested on animals, no Parabens, PEGS, or animal by-products; considered vegan-friendly.

How long will a Glasshouse and Circa Home candle burn for?

  • Burn times can vary; follow the enclosed burning instructions in most product boxes for optimal performance.

How long will a Glasshouse Fragrances and Circa Home Diffuser last?

  • 250ml Diffuser lasts up to three months; factors like sunlight, breezes, and reed flipping frequency may impact the life of the product.

Do I need to trim my candle wicks?

  • Yes, trim wicks to 7mm before 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?

  • The way we experience fragrances is shaped by elements like style, construction, note concentration, mood, and surroundings. Morning scents may shift throughout the day due to circadian rhythms. Some fragrances linger subtly, while others, boasting bold notes, demand attention and exude a vibrant energy.

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.

How do I get in touch?

  • Customer service available 9am-9pm AEST Monday-Friday.
  • Email [email protected] for assistance.