Shipping
How long does shipping take?
Shipping takes 3-7 days from the date we ship to the day it arrives. Please refer to the shipping page for more information.
Which courier provider do you use?
Venus + Sky only post via Sendle. We find Sendle to be most reliable and a carbon neutral shipping company.
I haven’t received my parcel yet, what should I do?
If it has been longer than our approximate shipping period listed on the shipping page, please contact us. Continue to refresh the tracking code that we have sent out while we investigate with our shipping company.
Due to COVID, it may take longer than usual for parcels to arrive.
Can I request my own courier company?
Venus + Sky offer free delivery over $60 via Sendle. If you have a courier you prefer in mind, you can definitely request it, however based on your order weight and size, delivery charges with your requested courier, will be added to your order.
Candle Care
How long does the candles burn for?
Our 350g candles burn for more than 55 + hours. If you handle the candle according to our Candle Care instructions, your candles can last more than 60+ hours.
How come my candle doesn’t have a strong scent?
We only use natural essential oils for our candles, the smell intensifies when it burns. We prefer to use oils that are natural and less harmful to the space.
I have a lot of wax left over from the burn, what should I do?
There is a few things to help maintain your candle. You can scoop out the extra wax and discard it. Alternatively you can send back the jar to us with any remaining wax and we will discard it for you in the most sustainable way.
The wicks have sunken, what should I do?
All candles come with a wooden pick. Use it to bring out the wick and cut the wax a few milimetres below the dark burn line. Relight your candle. If your wick has sunken into the wax, you need to melt the wax surrounding and spoon a bit of the wax out onto some paper. Wait for the wick to dry. Trim the wick to 3-5mm below the burn line. Re-light your candle.
Recycling Program
What is your recycling program?
Mail back your candle holders so we can re-use and re-purpose. For those who are looking for ideas to reuse the jars, please see our blog page. When you recycle your jars with us, you get 10% discount with your next order. Please read more about our Recycle + Reuse.
How do I send the jars back?
Please take care to wrap your jars in newspaper and fill the bag before you send it via mail. Alternatively, you can hand deliver it back to us via the mailbox returns address provided. After we have received your parcel, we will provide you with a voucher for your next order.
Refunds
How do I get a refund?
Send us an email to hello@venusandsky.com with your Candle concern and we will discuss your issue. Refer to our Refund + Exchanges page for more information.
When will I receive my refund?
We will process your refund within 72 hours of approving your refund request. The funds will be returned by the same payment method that was used. Once we have processed your refund, it may take another 3 business days to be shown on your account.
If you have paid with OSKO, the payment will be instant.
Payments
Why don’t you use PayPal?
We don’t use PayPal as the vendor and its processes do not fit our business. We accept PayID, bank transfer, Airwallex payments only.
I sent my payment. Where is my payment confirmation email?
Depending on your payment method, it may take time for the payment to show on our accounts. If you paid by card through Airwallex, it will be immediate.
Once we receive it in our accounts, we will send you a confirmation payment and also an email to let you know we are processing your order.
What payment methods do you accept?
We accept bank transfer, PayID transfer payments, and Card via Airwallex payments. We don’t take cash and we don’t use PayPal, sorry.
What currency payments do you accept?
We accept payments in Australian Dollars, US dollars, British Pound and Euro currency.
Readings
Where are the readings held?
We have 3 ways we can host readings with you. Online video meeting, phone call, or in person at our site near QV Melbourne VIC Australia. We are focused on building on diverse options for international audience. If you are overseas, you can book a session with us and we will arrange an international online meeting.
Who is the reader?
We have amazing readers who are professionals in the spiritual space. They all have been through a deep journey of their own and have worked with a people around the world. With backgrounds in counselling, philosophy, mental well-being, you will be offered a practical perspectives in your reading sessions. You will learn more about your reader when you meet, and it is important that you come into the session with an open mind and an intention of what you want for that reading.
What do I need to prepare to go to a reading?
There is no need to prepare as our readers will help clear the space for you. However you should come with an intention and something that you want to discuss. And it is more effective if you create an open space and do a bit of meditation before your reading.