FREE Shipping on orders over $100

HERE WHEN YOU NEED US

Order questions

If you have a question about your order, have your contact details or order number ready and click the button below.

Subscription help

Update your details, change your next shipment or ask about billing. Chat with our team, or make changes anytime through your member portal.

Partner with us

For creators who share our love of stone, scent and slow ritual. If you'd like to work with us as an influencer or content creator, email talent@theluxuriate.com.

FREQUENTLY ASKED QUESTIONS

Is the wax natural?

Yes! All of our candles are made with a refined proprietary blend of coconut and soy wax. The fragrance in each candle is crafted from a blend of fragrance, essential, and extract oils.

What are the candle dimensions?

Weight 0.75 kg | Dimensions 10×10 ×10cm.

Size 320 g / 11.2 oz | Burn time 60 hours

Do the refills fit in my stone holder?

Yes! Our glass refill inserts are designed to fit perfectly in your stone holder every time.

What if I don't like my scent?

We're sorry you don't love your scent! If you're in Australia, we're happy to arrange an exchange or store credit. Outside of Australia, please reach out to our customer service team and they'll walk you through your options.

Do all stone holders look the same?

Not at all! Since each piece is natural stone, every candle holder is completely one of a kind.er

Can I choose which stone I receive?

While you can't select a specific stone, every piece is carefully handpicked by our team to make sure you receive something beautiful and unique.

What are the stone holder dimensions?

Weight 1.7 kg | Dimensions12 × 10 × 10 cm

What is onyx and marble?

Onyx and marble are beautiful natural materials, no two pieces will ever look exactly alike. Variations in colour, pattern, and texture are all part of what makes each piece special. Website images are for reference only. Occasionally, the natural formation of a piece may result in fine surface lines, small pits, or crevices; when needed, we treat these with a clear waxy resin to preserve the stone's integrity with no impact on its look, structure, or quality.

Is the Candle Experience Starter Pack a subscription?

Yes! The Starter Pack kicks off your subscription journey, which includes a minimum of three refill shipments after your initial order, four shipments in total.

What's included in the Starter Pack?

Everything you need to begin your Candle Experience: a hand-crafted stone holder, your first candle refill in your chosen scent, and a tealight discovery set of 9 scents to explore. Three seasonal refill shipments follow.

How do refill shipments work?

Your stone holder fits our glass refill insert and when it runs out you can order a new one whenever you're ready. On the Candle Experience Starter Pack, a fresh refill arrives at your door every three months, easy and effortless.

Can I change my scent?

Yes! As part of the Candle Experience Starter Pack, you can update your scent anytime by logging into your member area before your next shipment processes. The full collection is yours to explore.

Can I cancel my subscription?

Absolutely! Once you've completed the minimum term of your Candle Experience, you can pause or cancel anytime by logging into your account. If you're still within the minimum term, you can close off your experience early for a $99 exit fee.

Can I update my shipping address?

Absolutely! Head to your account anytime to update your shipping address. Just keep in mind that if your order is already in processing, the update will take effect from your next shipment. If you need to make an urgent change, get in touch with our customer service team and we'll see what we can do.

What if I don't like my stone?

We want you to love your piece! If your stone isn't quite right, we're happy to offer an exchange within 30 days of receiving your order. Exchanges are limited to one per item and won't apply to subsequent change of mind requests on the same piece.

I didn't receive my tracking info - what do I do?

If you haven't received tracking, your order is likely still processing on our end. Get in touch with us at cs@theluxuriate.com and we'll help you out right away.

Do I pay shipping on returns?

Yes, return shipping costs are covered by the customer for all change of mind returns. The only exception is if your product arrives faulty, in that case, we'll take care of it.

How should I burn my candle for the first time?

Allow your candle to burn for at least three hours on the first burn, or until the entire surface has melted. This helps your candle burn more evenly next time and prevents tunnelling.

How do I trim the wick?

Trim your wick to 5 mm before each burn using a wick trimmer or scissors, never with your fingers, as you could cut it too short and affect the burn quality. This ensures an even, smoke-free burn every time.

What safety tips should I follow?

Never leave a burning candle unattended or move it while lit, ensure the wax is fully solid before moving. Keep candles away from children, pets, and anything flammable. Burn on a flat, heat-resistant surface away from drafts. Discontinue use when 10 mm of wax remains.

What are your customer support hours?

We are open 8:30am.- 5 pm., Monday - Friday. Melbourne time.

How do I contact support?

Contact us at cs@theluxuriate.com, or alternatively, please open up the chat function in the right-hand corner.

We will respond to you when we become available.