FREQUENTLY ASKED QUESTIONS
How much are the candles?
Price varies depending on the candle size. The price includes personalising on candle front and back, complete with ribbon finish. There are no extra charges for artwork design, photo inclusion or embellishments. All baby candles come with complimentary white pull string organza bag.
Price depends on the candle set you choose. The price includes personalising on candle front and back, complete with ribbon finish. There are no extra charges for artwork design, photo inclusion or embellishments, these are complimentary (unless otherwise stated).
Why Susan’s Personalised Candles for your Candle Keepsake?
When you choose to purchase a candle through us you will be buying quality. We offer Australian made elegant quality pillar candles that are off the highest grade paraffin wax. Our peak top candles have superior long burning qualities. We supply retail outlets Australia wide so you can be guaranteed of quality workmanship and professional service. Susan’s Personalised Candles has been personalising candles for 14 years and hope to continue to create candles for years to come.
How are the candles personalised?
All images and text and incorporated or embedded within the wax, giving the candle a smooth satin like finish. Our personalised candles are not finished with wraps, paper or stickers that will blister or peel off the candle surface, our special coating process will ensure your candles last a lifetime.
I hope this information proves useful.
What is included on the actual candle?
Candles are personalised front and back. This includes child’s name, photo, date and venue on the front and wording of your choice on the back. This is all included in the one price and does not incur any additional fee.
How do I order my candles?
Our personalising and ordering process is simple and secure. Simply view our gallery selection of candles, click the “add to cart” button on your chosen candle design and start building your candle by filing in the online order form which allows you to choose your verse, font, colours, motifs and ribbon. Add your products to the cart and continue through to checkout – it’s that easy! We will email you a proof usually within 48 hours of receiving your payment and alterations to your order may be made until the final PDF proof is approved.
How do I order godparent candles?
The godparent candles are personalised to match your main ceremony candle chosen. The photos shown are examples only. To order click on ANY of the sets and complete the order form. Please note: Godparent candles are not sold separately, can only be purchased in conjunction with main ceremony candle. Complete your ceremony candle purchase, then continue shopping and add godparent/gift candles.
If I purchase Christening Wear, Gifts or Accessories do you combine postage?
Yes, I will combine delivery, so if you purchase christening wear or accessories etc.,this can be combined. We have some lovely godparent and baby gift ideas.
How do I pay for my order?
Payment needs to be made within 3 days after being advised the total amount payable. We accept credit card payment, direct deposit, cheque, money order or cash on pick up (with prior approval). If making payment via bank deposit, please use your surname as reference when transferring funds and advise via email once payment has been made.
When will I get my order?
Turnaround time is 10 working days for a standard order however we do welcome any urgent order enquiries.
Please note that work on your candle/s will only commence once full payment is received.
I need a candle in less than 10 days, can this be done?
Please send us an email before placing an order and we will confirm if this is possible. Urgent orders are welcome.
What kind of photo should I send for my candle?
Please do not upload a photo that is larger than 2M as it will not upload successfully and will automatically delete the information you have entered into your order form. If your photo is larger than 2M please email the photo separately after you have submitted your online order.
For best results when taking your photos, set your digital camera on the highest megapixel setting and size. If scanning your images, make sure they are a minimum of 300dpi. It is best to send images uncropped and we will crop and remove red eye as part of the process.
It is best to email images that are large as we can reduce the image size without loosing the quality, however images that are too small will reduce in quality when enlarged. The larger the image, the better the final result. Close up shots are preferable.
Images can be supplied either via email, on disk or as a hard copy photograph. We will return posted images with your order. We will not be liable for photographs or disks lost in the mail. If you think your photo may be lost, please keep a copy for yourself.
Do you email the design proof or the candles before making them?
A PDF proof is emailed to you for approval within 48 hours of payment confirmation. Alterations to your order may be made until the final PDF proof is approved. Once approved, no alterations may be undertaken. Please be aware that due to variations in monitors the colours and images may vary slightly on screen to that of the finished candle. Once artwork is approved, your order should be ready for despatch within 7 working days.
Where do you deliver?
We deliver Australia Wide.
How much will I pay for delivery?
Our candles are delivered via courier at an additional cost of between $15.00 and $17.50 depending on where you are located. Orders will be delivered to your nominated address and a proof of delivery signature will be required at time of delivery. If you are not home when attempted delivery is made, the driver will leave a calling card stating he has been and you will be required to pick up goods from the nearest post office. If a work address is most suitable during business hours, please provide this address when completing checkout details.
How do you package my candle for delivery?
Every care is taken to ensure that you receive your personalised candle in the exact condition as I sent it. Each candle is wrapped in tissue paper, then bubble wrap, cushioned in shredded paper and sent in a cardboard box marked “Fragile”. We are not liable for any damage or loss of goods due to poor handling caused by third parties as we take great care in packaging your order to reach you intact.
Can I pick up my order?
Yes, orders can be collected from the Hills District, Baulkham Hills. Pick up is generally office hours only Monday to Friday, we do not open weekends. If you are unable to pick up during these times, please select the delivery option.
Can I pay on pick up?
Yes, with prior approval, please email me to let me know this is your preferred payment option.
It is best to view our christening range on our baby christening wear website www.babychristeninggowns.com.au as this site is more detailed with size chart etc.
How do I know what size to purchase for my child?
Our sizes are stated in the information section of the garment you wish to purchase, If you are not sure about the sizing, feel free to contact email us and we will give you the measurements of the garment.
What if I purchase and the sizing isn’t right?
We will gladly exchange or refund within 7 days providing the original tags and packaging are still intact, however the purchaser will have to absorb the return and delivery cost.
Are you able to order in a size for me?
Yes, please email us with your size request and we will let you know if we can order it in for you. Special size requests may take up to 3 weeks to arrive as we do not stock all sizes and will need to order it in for you. We are continually adding to our range so please ask.