Showroom Hours -
Monday to Friday 9am to 4pm

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Natural Candle Supply Pty Ltd 38 McCauley Street Matraville, NSW Australia		Phone: 1300 725 320 Fax: 1300 785 720 info@naturalcandlesupply.com.au www.naturalcandlesupply.com.au

Using Our Website - There are many great features on our website to make your shopping experience easier and more enjoyable. Please take a minute to read through and familiarise yourself with some of our functionality and learn how to get the most out of our website.

The first thing to do is register your details. This will be required before you can add any items to the shopping cart, view shipping estimates, read articles in our learning section and receive newsletters with the latest product information. This is a simple process and is completely confidential. Please click the Register button on the top right hand side of the website. From here you can follow the easy steps to register as a customer.

Once registered and logged in to our website you can simply browse through our products using the left hand side navigation menu. You will also be able to view our learning section which contains user guides, frequently asked questions and advice on what you may need to order. This is always a good place to start to gain as much information as you need. When you are ready to shop you can click on a group of products such as fragrance oils. This will display all the fragrance oils on the page and you are ready to add to the cart from this page. The site is designed this way to allow for fast shopping for customers that know what they are looking to purchase. We understand that the majority of our customers are regular shoppers and the less time they have to spend ordering their items the more time for manufacturing and selling.

However for the customer that wants more information on a particular product then simply click on the photograph of the product or click the more information button located within the product you are interested in and this will take you to a detailed view of this product. Once in this detailed view you will find all you need to know about each product and you can also add to the cart from this detailed view as well. Not every product will have the same amount of information in each detailed view however every product does have a detailed view. Here are some examples of what you may find in a detailed view; more photographs with descriptions, detailed information about a product, size dimensions etc, safety information, msds information where applicable, videos in the near future and tips and tutorials.

You can also add products into your own bookmark section where you can easily find these products again when you log in. This is an easy way to shop for your regular products by essentially creating your own product page which you can find in your my account section. Also in this section you will find your previous order history, any credits or refunds from previous orders and also your order history. You can easily pull up your previous orders and add these items to the shopping cart.

Please enjoy your experience on our website and look out for more exciting features in the future.

Free Technical Advice - At Natural Candle Supply we offer free technical advice via our learning section. You can easily find this button at the top of our website. You will need to be logged in as a customer. If you haven’t done this yet please read ‘using our website’ which will direct you to the register button on the top right of our site and follow the easy instructions.

The learning section will be the first place to look if you have a question or require further information. Also remember to click on each product photo or on the more information button which is present in each product. This will take you to a detailed view of each product whereby you will find a large range of information relating to each product.

Payment Options - We have a wide variety of payment options available:

Credit Card Payments - By far this is our most popular form of payment used by customers. Pay by credit card online, securely and with confidence. We have a secure checkout page, use a secure ANZ egate facility for processing and Verisign back the whole process. It is also the fastest way to receive your order. Once the payment has been made your order is immediately placed in the queue to be packed and shipped in sequence.
Why do we use Verisign? To be backed by Verisgn costs us money each year, however this ensures we maintain the highest level of security for online orders. Verisign has an insurance cover of $100,000.00 for protection of fraudulent activity. The worlds 40 top banks all use verisign and they secure more websites than any other company on the internet.

Direct Deopsits - You can transfer money directly into our bank account. When choosing this option at checkout you will be supplied with our bank details and please use your order number as reference when making a transfer. Also allow up to 48 hours for the funds to clear in our account before your order can be placed in the sequence for packing.

Bpay - For customers wishing to pay via Bpay you can select this option. You will be emailed your invoice containing our biller code and unique reference number for you to make a payment. Also allow up to 48 hours for the funds to clear in our account before your order can be placed in the sequence for packing.

Phone Ordering - Select this option if you would like to phone us with your credit card. This will complete order process and generate an invoice. You can then easily ring us on 1300 725 320 and quote your order number and we can take a payment over the phone for you. .

Pay Pal - This is not currently displayed as a payment option however we do except pay pal payments. Simply select phone ordering as above and this will generate your invoice and complete the checkout process. Then when making a payment for the order use info@naturalcandlesupply.com.au for payment and make reference to your order number..

Pick Up - This is not currently listed as a payment option but once again select phone prdering if you would like to come to our warehouse and pick up your order. Then phone us to organise payment and when this order will be ready for pickup..

Shipping Info - Once you have placed an order and payment has been received your order will go into a queue to be packed in sequence. It is not possible to change this sequence as this does disadvantage other customers who are also waiting on orders. In most cases your order will ship within 2 business days.

Your order will be shipped by the cheapest possible way and you will be notified by email when your order has shipped and given information including consignment and tracking numbers. Sydney metro is generally next business day delivery. Major cities in QLD and VIC and outer NSW are generally 2 business days from when your order leaves our warehouse. SA is normally 3 business days and WA 5 days. These are estimates only and once your parcel leaves we have no control over how fast it is delivered. Also if you are in remote locations or distant towns please allow extra time for your order to arrive.

In most cases you will be impressed with our service and how fast we get your orders packed and shipped to you.

We do ship to PO Boxes.

If you are wanting to know how much your shipping will be then simply go to account login. Once logged in then add items to the cart. If you want to know the shipping at any point simply press the checkout button and this will take you to step 1 of the checkout process. You will be able to see an estimate of the shipping costs including GST. You can then add more items to the cart using the left hand navigation menu and at any time come back to the checkout page and view the shipping costs.

All this can be done before proceeding further and paying for your order.

Wholesale / Retail Information - In terms of pricing essentially all our prices are wholesale. We specialise in the supply of candle making materials at wholesale prices to candle manufacturers. The way our pricing works is that the the larger the quantity of a particular product you purchase then the larger the discount you get on that item.

This can be seen by viewing any product and comparing the volume savings. If you click on the picture of any product you see this will take you into a more detailed view and will actually show you the savings on each item.

We do sell to anyone and currently have no minimum order quantity and an abn number is not required to shop on our site. However a small customer buying small quantities will be paying much higher prices than a bigger manufacturer purchasing larger quantities. The smaller quantities are also available for larger manufacturers to purchase as samples and testing. We have found this to be the fairest way to sell our products and a solid pricing structure. This ensures we can always maintain the cheapest prices possible and offer savings on volume.

International Orders - Currently we do not ship orders outside of Australia, however at the end of January 20009, we will have regular shipments to New Zealand.