Please be sure to login to your account here and check the tracking link found in your order section. If there is an issue with your tracking please click here.

As our stone holders are limited in supply we allow our customers to PRE ORDER them in advance. This is listed on the website, invoice and order confirmation emails. It can also be found on your order page here. Once the item is back in stock you will receive further notifications about shipping.

If your enquiry is not resolved by the above please reach out to us. CONTACT US

Please be sure to login to your account here and check the tracking link found in your order section.

If your shipment looks like it hasn’t moved in a while it’s best to follow up with the courier. We ask our members to make the first attempt with the courier as this is always faster than us putting in an email request. If you are unable to find a resolution please CONTACT US.

If your enquiry is not resolved by the above please reach out to us. CONTACT US

All products are inspected carefully when packaged for dispatch. If the product reaches you and it has been damaged or is faulty then please contact us with photo evidence of the product and packing boxes so we can resolve this for you swiftly. CONTACT US.

We send a reminder email prior to your order processing but you can change your scent at any time by logging into your account here then scrolling down to the scent options and clicking the EDIT button. The scent options will be shown in a drop down menu. All changes must be made prior to your order processing. Any changes made after the order processes will be reflected in your next order.

Once an order is processed through our system, our warehouse will begin the steps to dispatch your order immediately. This process is extensive and includes automatic events and also manual work. We have a strict policy requiring any scent changes to be made prior to your order processing, as once its processed, it is impossible to change.

If your enquiry is not resolved by the above please reach out to us. CONTACT US

You can change the next shipment date of your next refill by bringing it forward or to a later date by logging into your account here and clicking on the EDIT button found under your Next Refill Shipment Date.

You can change the frequency of your membership by logging into your account here. You will see your next shipment details, with a drop down menu where you are able to choose from every 1-6 months.

Please note that changing the frequency will not change the current next shipment date. If you would like to change the frequency and the next shipment date then both must be updated.

We send a reminder email prior to your order processing but you can change your scent at any time by logging into your account here then scrolling down to the scent options and clicking the EDIT button. The scent options will be appear in a side menu where you can select which scent. All changes must be made prior to your order processing. Any changes made after the order processes will be reflected in your next order.

You can add any additional refills to your order by simply logging into your account here then scroll down to the scent options and click the ADD button and select the additional refill you’d like to add to your order.

You can remove a refill from your next order by simply logging into your account here then scrolling down to the scent options and click the REMOVE button on the refill you would like to remove.

You can pause or cancel your membership by logging into to your account here and clicking on either the PAUSE or CANCEL button. You can only pause or cancel your membership once you have fulfilled any minimum term. This is the only way a membership can be cancelled, we do not accept cancellations via phone, chat, email or social media.

If you are attempting to cancel your membership and the system is saying there are still a certain amount of refill shipments to go, then you have yet to meet your minimum term. Our minimum term is 4 refill shipments after the initial order.

If your order has not yet processed, then you can cancel it by cancelling or pausing your membership, or changing the next shipment date. However, please note, you can only cancel if you have met your minimum term.  You can cancel, pause or change the next shipment date by clicking here.

Once an order processes, we can no longer cancel it for you. Our warehouse works on an automatic process line, so once your order is processed, the packing process begins immediately. For any cancellations, please ensure you cancel prior to the order processing.

You can change your address on your next refill shipment by logging into your account here and scrolling down and clicking on the CHANGE ADDRESS button.

There is a small amount of time we may be able to change your address prior to an order shipping so please CONTACT US and provide us your new address. This will change the address for this order only and if you require to change it for all future orders by logging into your account here and scrolling down and clicking on the CHANGE ADDRESS button.
If an order has already shipped, you will receive an email from the courier directly with options to redirect.
All address changes are the full responsibility of the member and The Luxuriate is not liable for any lost packages if an address has not been changed in time. The Luxuriate can not follow up any couriers if an address was not changed prior to an order processing.

You can pause or cancel your membership by logging into to your account here and clicking on either the PAUSE or CANCEL button. You can only pause or cancel your membership once you have fulfilled any minimum term. This is the only way a membership can be cancelled, we do not accept cancellations via phone, chat, email or social media.
If you have redeemed our starter pack, there is a minimum refill shipments you’ll need to fulfil prior to pausing or cancelling. If you attempt to cancel prior to fulfilling the minimum term, our system will let you know how many refill shipments you have to go.
Your account is not automatically cancelled once you fulfil this minimum term.

If you are still within your minimum term and would like to cancel early, the stone holder & Discovery Set must be paid for in full. This is a cost of $159. Please CONTACT US if you wish to cancel early and make this payment.
If you receive your product and you change your mind and the products are still fully packaged please refer to our Returns terms by clicking here.

You can add any additional refills to your order by simply logging into your account here then scroll down to the scent options and click the ADD button and select the additional refill you’d like to add to your order from the drop down menu.

You can add a stone holder to your next order by simply logging into your account here then scroll down to the scent/holder options and click then ADD ANOTHER button and select the stone holder of your choice or discovery set from the drop down menu. Press the ADD ANOTHER button for each new product you would like to add to your order.

We accept exchanges for your candle refills, as long as you contact us within 14 days of receiving your order, and the candle and packaging box are unused & in brand new condition.
Your candle refill must be sent back to us using registered post to our warehouse in Melbourne, Australia. Once your candle refill has returned to us, we can swap it over for you.

We do not accept exchanges for candle refills that have been burnt.

We accept exchanges for your candle holders, as long as you contact us within 14 days of receiving your order, and the candle holder and packaging box are unused & in brand new condition.
Your candle refill must be sent back to us using registered post to our warehouse in Melbourne, Australia. Once your candle holder has returned to us, we can swap it over for you.

You earn reward dollars when reviewing our products, referring a friend and 10% of your cart value on all purchases, including candle refills, concept store items and The Luxuriate exclusive products.

Please note you can not earn reward dollars on warehouse sale items and gift sets.

Your reward balance is viewable here

You can use reward dollars towards Buy Now options or when adding to your next refill shipment.

BUY & SHIP NOW

When selecting this option, your product will be added to your cart and once in checkout and a box will appear asking you if you would like to redeem your reward dollars. Select ‘Yes’ from the dropdown menu.

ADD TO MY NEXT REFILL

When selecting this option, your product will be added to your membership cart page along with your candle refill options and a box will appear asking you if you would like to redeem your reward dollars. Select ‘Yes’ from the dropdown menu.

Please note you can not redeem points towards candle refills. Reward dollars will only apply to stone holders, exclusive The Luxuriate products and concept store items.

Your reward dollars expire 6 months after your last order.

When cancelling a membership, all reward dollars are forfeited.