EX-HIRE | Plated Holders

We run a business on fragile items, so you can trust we've mastered the struggles of the rough-handling courier.

Our expert packing team meticulously secures each package with recyclable brown kraft, within a heavy-duty card box, ensuring they arrive safely to you.

That being said, things happen. So rest assured, if any items arrive damaged, we'll either replace it or refund it.

We request that you send us a photo of the damaged goods within 72hrs of the receipt, for the safe arrival guarantee to be valid.

Purchasing Glass Sleeves Internationally: Please note flat-rate shipping is not eligible for Glass Candle Sleeves. If you process an order with Glass Sleeves, you will be obligated to pay an additional glassware fragile fee to insure your shipment from breakage. This will be sent to you post-purchase.

Expected Delivery times or International Orders:

• Standard: Estimated delivery at 15-25 business days.
• Flat-Rate DHL: Priority-handled service, with delivery expected within 5-10 business days.

Extended Delivery Times for Remote Areas

Certain remote or less accessible regions may experience extended delivery times. Please note that delivery timelines exclude weekends and public holidays, and delays due to weather or other unforeseen factors may occasionally impact schedules.

Customs, Duties, and Taxes (International Orders)

We ship DDU (Delivery Duty Unpaid). This means that product prices do not include any local taxes or duties. As the recipient, you are responsible for any import duties, customs charges, or local sales taxes required by your destination country to release your order from customs.

Shipping Delays

Every effort has been made to offer a variety of shipping options with accurate shipping time frames. It is the responsibility of you (the customer) to ensure that you select the correct shipping option taking into account your event date and potential shipping disruptions.

In the event that your candle delivery doesn't arrive in time due to unforeseen shipping delays, we must be notified in writing within 72 hours of your shipment delivery. Please email hello@hallofflame.store we can organise the exchange.Please Note: Any additional freight charges or fees incurred due to exchanging goods, delivery refusal, providing an incorrect address or multiple failed attempts are the responsibility of you (the customer).

Shipping Estimates

When purchasing your order through our online store - your shipping is estimated by our freight carriers based on the weights and sizes of your items. In the event that your shipping has been over estimated at checkout - we will always refund the difference on the day your order has been fulfilled by our warehouse. Please note if a refund is issued it can only be refunded back onto the same card that was used to place the order. 

The faster the better, right?

We aim to get your order out within 24hrs (or 2 hours if you've selected Priority Queue Jump + Overnight Express)

In the event of any unforeseen delays in dispatch, rest assured, we'll promptly notify you via email.

Once your order has been dispatched, you'll receive an email from us containing a trackable shipping link.

Then all you need to do it sit back, relax and wait for you candles to come to you!

Shipping within Australia 

Expected Shipping time frames within Australia:

Australia Post Standard: 2-14 business days
StarTrack: 1-3 business days
TNT Road Express: TNT/Fedex Reliable Road shipping with 3-5 business day delivery expected.Overnight Express: TNT/Fedex or Startrack Priority 2hr dispatch with delivery expected within 1-2 business days.

Extended Delivery Times for Remote Areas
Certain remote or less accessible regions may experience extended delivery times. Please note that delivery timelines exclude weekends and public holidays, and delays due to weather or other unforeseen factors may occasionally impact schedules.

These time frames are estimates only and can vary due to circumstances beyond our control. We are not responsible or liable for any delays that may occur in the shipping process. 

Returns & Exchanges

Change of Mind

In the event that you change your mind, we will gladly exchange your purchase if the following is adhered to:

• We are notified by email at hello@hallofflame.store within 72 hours of receiving your order.
• The goods are returned in their original condition with no scratches, cracks, bends and/or burnt wicks.
• The returned goods are packaged safely to prevent any damage occurring to the goods in transit. Hall of Flame is not liable for any damage that occurs during transit from you (the customer) to the Hall of Flame office.
• Items must be returned within 15 days with tracking information sent to hello@hallofflame.store in order to be eligible for an exchange. 
• All additional freight costs are the responsibility of the customer. 

If you notify us by email or Instagram direct message of your change of mind before your item has been shipped we can issue a full refund to the order value. 

• Exceptional rules by product:
  
  BUNDLES
  Bundled items must be returned in full. Partial returns of bundled items will not be accepted.

Faulty

Please note that all items are hand made, and therefore minor imperfections may occur.
A product shall only be categorised as 'faulty' solely if such imperfections impede its intended functionality.

Each item undergoes a quality control procedure to ensure no faults occur in the making and packaging of our items. In the case a fault passes through or an item has been damaged in shipping please contact the Hall of Flame team immediately (within 72 hours of receiving your good/s) at hello@hallofflame.store and we will do our best to resolve the issue as quickly and as smoothly as possible. Resolution can be in the form of refund, exchange or replacement. In your email please include your name and delivery address as well as pictures of the faulty product.  

Broken in Transit

We run a business on fragile items, so you can trust we've mastered the struggles of the rough-handling courier.

Our expert packing team meticulously secures each package with recyclable brown kraft, within a heavy-duty card box, ensuring they arrive safely to you.

That being said, things happen.

So rest assured, if any items arrive damaged, we'll either replace it or refund it.

We request that you send us a photo of the damaged goods within 72hrs of the receipt, for the safe arrival guarantee to be valid.

Christmas Extended Return Policy

Buying as a gift? Rest easy. We give a 60 day returns policy for all purchases made between November 20th and December 25th.

All other conditions of return as stated above still apply.