Shipping & Returns

CHRISTMAS SHIPPING


Due to holiday trading, our dispatch time is now 3–5 business days. If you need your order by a specific date, please factor this in along with the shipping estimates below.

To give your order the best chance of arriving before Christmas, we recommend placing it by the dates below. These guidelines are based on our carriers’ advised timeframes:

Australia Post – Standard:
NSW / VIC / SA / WA – Tue 16 Dec
QLD – Mon 15 Dec
TAS – Sun 14 Dec
NT – Fri 12 Dec

Australia Post – Express:
Friday 19 Dec

StarTrack / TNT – Road Express:
Thurs 18 Dec


StarTrack – Overnight Express + Priority:
Sunday 21 Dec

DHL International:
Fri 12 Dec

Please note: These dates are recommendations only and are based on carrier guidance to metropolitan locations. For rural please allow an additional 3-4 days. 

Delivery times can be affected by seasonal volume and unforeseen delays, so we strongly recommend placing your order as early as possible to avoid disappointment.

CHRISTMAS CLOSURES

Please note that our office & warehouse will be closed for the Christmas and New Year period from 24 December until 5 January 2025.

All orders received during this time will be dispatched promptly upon our return to the HOF-fice on 5 January.

Any orders requiring delivery during our closure period must be placed by the cut-off dates listed above.

Please also take into account delivery timeframes from our return on 5 January — if you need your order delivered on or before 12 January, we recommend placing it before the closure to allow sufficient transit time.


Shipping within Australia 

Please note that all delivery timeframes are estimates only and can vary depending on courier networks, location, and order size. While we dispatch orders as promptly as possible, processing and packing times may take up to 3 business days during busy periods or for large, palletised loads.

We strongly recommend placing your order well in advance of your event date to allow sufficient time for transit delays, unexpected courier issues, or the replacement of any items damaged in transit. Unfortunately, courier delays and breakages are outside of our control, but we will always assist in facilitating a resolution wherever possible.


Expected Shipping time frames within Australia:

  • Australia Post Standard: 5-14 business days
  • Australia Post Express : 2-7 business days

  • Startrack Road Express: Road shipping with 3-5 business day delivery expected (Please allow 7-10 days for TAS). Please allow up to 10 business days for large orders (over 10 boxes). 
  • Overnight Express: TNT/Fedex or StarTrack Priority 2hr dispatch with delivery expected within 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. 

International Shipping

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.

  • Standard: Send via Australia Post. Estimated delivery at 15-25 business days.
  • Flat-Rate DHL: Priority-handled DHL air-freight service, with delivery expected within 3-10 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).





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 30 days of receiving your order.
  • The goods are returned in their original condition with no unreasonable scratches, cracks, bends and/or burnt wicks. Items damaged in transit due to poor protective packaging are not eligible for refund.
  • 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.
  • Tracking information sent to hello@hallofflame.store within the 30 day notification period.
  • 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. 
 

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.  

Please Note: For returns or exchanges, sadly we cannot take responsibility if your return gets lost on its way to us or for any import duties and taxes incurred. 

Item RTS (returned to sender)

Please note any/all items returned to Hall of Flame due to uncollected items at a collection depot will be automatically refunded without shipping costs. Items can be re-sent at the expense of the customer. If you wish to organise re-delivery, please contact a team member at orders@hallofflame.store 

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.