DELIVERY & SHIPPING POLICY
At Wick & Wax every candle is carefully handcrafted, packaged, and prepared to ensure it reaches you in the best possible condition.
We take great pride in our products and aim to provide a reliable and efficient delivery service to all our customers.
1. DELIVERY AREAS
Wick & Wax is based in Johannesburg, Gauteng, South Africa.
We offer nationwide delivery throughout South Africa using third-party courier services.
Delivery is available to most major cities, towns, and regional areas, subject to courier accessibility.
Certain remote or outlying areas may attract additional delivery charges or require longer delivery times.
2. ORDER PROCESSING TIMES
As our candles are handcrafted, processing times may vary depending on the products ordered, quantities, and availability.
Standard orders:
* Ready-made products: Approximately 1-3 business days before dispatch.
* Made-to-order products: Approximately 3–7 business days before dispatch.
* Customised, personalised, or bulk orders: Processing times will be confirmed when placing your order.
During busy periods, including Diwali, Christmas, Valentine’s Day, and other seasonal celebrations, processing times may be extended.
Customers are encouraged to place orders well in advance of special occasions.
Please note: Processing time refers to the time required to prepare your order and does not include courier delivery time.
3. DELIVERY TIMEFRAMES
Once your order has been dispatched, estimated delivery times are:
* Johannesburg and surrounding areas: 1–3 business days.
* Major cities nationwide: 2–5 business days.
* Regional and outlying areas: 3–7 business days.
These are estimated delivery times and are not guaranteed and are dependent on the third party courier.
Delivery times may be affected by courier operations, public holidays, weather conditions, or circumstances beyond our control.
Wick & Wax cannot guarantee delivery on a specific date unless this has been expressly agreed upon in writing.
4. DELIVERY FEES
Delivery fees are calculated according to the destination, parcel dimensions, weight, and courier charges.
The applicable delivery fee will be communicated at checkout or when confirming your order.
Additional charges may apply to remote or outlying areas.
Delivery fees are separate from product prices unless otherwise stated. Delivery fees for bulk orders are calculated separately.
5. ORDER TRACKING
Once your order has been dispatched, tracking information will be provided where available.
Customers may use this information to monitor their delivery directly through the courier service.
Please allow sufficient time for tracking information to become active after collection.
6. PACKAGING AND FRAGILE PRODUCTS
Our candles are handcrafted and may contain delicate decorative details.
Every effort is made to package products securely to minimise the risk of damage during transportation.
However, candles are fragile products, and certain designs may be particularly delicate.
We take reasonable precautions to protect your order during transit, including appropriate wrapping, cushioning, and protective packaging.
Customers are encouraged to handle their parcels carefully when unpacking.
7. DAMAGED ITEMS DURING DELIVERY
We understand how disappointing it can be to receive a damaged product.
If your order arrives damaged, please contact Wick & Wax within 48 hours of receiving your parcel.
To assist us with assessing the issue, please provide:
* Your order number.
* Clear photographs of the damaged product.
* Photographs of the external packaging.
* Photographs of the internal protective packaging.
Please retain the original packaging until your claim has been assessed.
Each claim will be reviewed individually.
Where products are confirmed to have been damaged during delivery, an appropriate remedy will be offered in accordance with applicable South African consumer protection legislation. This may include replacement, repair where appropriate, or a refund.
The 48-hour notification period assists us with courier investigations and does not limit any statutory consumer rights.
8. INCORRECT DELIVERY INFORMATION
Customers are responsible for ensuring that the delivery address and contact details supplied at checkout are accurate and complete.
Wick & Wax will not be responsible for additional courier charges arising from incorrect or incomplete delivery information supplied by the customer.
If a parcel is returned because of an incorrect address or unsuccessful delivery attempts, additional delivery charges may apply before the parcel can be resent.
Please contact us as soon as possible if you notice an error in your delivery details.
9. UNSUCCESSFUL DELIVERY ATTEMPTS
Courier companies may attempt delivery during normal business hours.
If delivery is unsuccessful because the recipient is unavailable, the courier may arrange another delivery attempt or return the parcel to the sender.
Additional charges for redelivery may apply.
Customers are encouraged to provide an address where someone will be available to receive the parcel. Once the package leaves our premises and tracking information is provided, please liaise directly with the courier
10. DELAYS AND COURIER RESPONSIBILITY
Once an order has been dispatched, delivery is managed by an independent courier service.
Although we work with courier providers to ensure reliable delivery, unexpected delays may occur.
Wick & Wax will assist customers with courier-related enquiries and reasonable efforts to resolve delivery issues.
We remain committed to fulfilling our obligations under applicable consumer protection legislation.
11. HEAT-SENSITIVE PRODUCTS
Candles are sensitive to high temperatures and direct sunlight.
Exposure to excessive heat during transportation or after delivery may cause softening, sweating, or changes in appearance.
We take reasonable precautions when packaging our candles; however, customers should avoid leaving delivered parcels in direct sunlight, hot vehicles, or other high-temperature environments.
We recommend unpacking and storing candles in a cool, dry place as soon as possible after delivery.
12. COLLECTIONS
Collection may be available by prior arrangement and confirmation from Wick & Wax.
Collections are strictly by appointment.
Collection details will be communicated directly once an order is ready.
13. INTERNATIONAL SHIPPING
At present, our standard delivery service is limited to South Africa.
14. CONTACT US
For delivery enquiries, order tracking assistance, or damaged parcel reports, please contact:
Wick & Wax
Johannesburg, South Africa
Email: hello@wickandwax.co.za
Website: www.wickandwax.co.za
Instagram: @wickandwaxza⸻
Thank you for supporting Wick & Wax.
Every candle is thoughtfully handcrafted, and we appreciate your patience while we prepare and deliver your order with care.
Wick & Wax reserves the right to update this policy when necessary. Nothing in this policy excludes or limits customers’ rights under applicable South African law.