Frequently asked questions

What payment methods do you accept?


We accept Paypal and credit card payments. We charge no payment fees to our customers. Should you prefer to place an order and provide credit card details over the phone please call our showroom on (08) 6460 7739.




What currency is your site listed in?


All product prices are listed in AUD. Should you wish to pay in USD please call +61 (08) 6460 7739 and ask to speak with Johnny.




How do I qualify for free shipping?


You will automatically qualify at checkout for free express shipping should you spend over $300.00 You will automatically qualify for free economy shipping when spending over $260.00.




SHIPPING & DELIVERY


Please see all frequently asked questions regarding shipping and delivery below.




Do you deliver products Australia wide, including rural areas?


Yes, all our products are available for delivery anywhere within Australia! Flower Box Home Fragrance acknowledges the imperative role rural communities have in the Australian identity and economy. Therefore we charge a ZERO $0.00 surcharge for rural deiveries absolutely anywhere! We don't care how much it costs to get our products to your area - you pay the same as everyine else. Simply enter your address at the checkout to automatically receive a very reasonable shipping rate. We've sent orders to nearly every rural town in Australia. Unfortunatey we can not offer Express delivery to rural areas.




How do I know my order has been dispatched and will I be able to track it?


When we have dispatched your order, you will receive a confirmation email from us and our courier service with your tracking number to keep up to date on your delivery progress. If you haven't received a confirmation email or have any questions regarding the delivery of your order, please contact us via email at orders@flowerboxhomefragrance.com




Which courier do you use?


Typically, for our Perth Metro orders, we use KSD Couriers and for all rural and interstate orders, we use Border Express. Interstate Express Deliveries are provided by either DHL or Startrack. This may differ from time to time.




I accidentally ordered the wrong item! Can I cancel my order once I've received the confirmation?


Please contact us via email at orders@flowerboxhomefragrance.com as soon as possible, and we will endeavour to change your order for you. Unfortunately, we cannot do so if your order has already been dispatched. In this case, one of our team members will assist you with the return or exchange process. Please note that unfortunately the shipping cost of returning the item may need to be covered by yourself.




Do you ship orders to the United States of America?


Yes, we do! We have sent substantial orders to a number of high profile personalities throughout the Los Angeles area. However, we do not offer shipping to the United States directly from our website. We kindly ask you to send us an email and we will process and ship your order via email communication. We are working on offering this service directly from our website. Please email orders@flowerboxhomefragrance.com to place an order from the United States of America.




Do you ship orders to the United Kingdom?


Yes, we do! However, we do not offer shipping to the United Kingdom directly from our website, we kindly ask you to send us an email and we will process and ship your order via email communication. We are working on offering this service directly from our website. Please email orders@flowerboxhomefragrance.com to place an order from the United Kingdom.




What are your shipping charges and how long are delivery times?


Please allow 1 business day for the dispatch of your order on top of the delivery times. All prices are dependent on the weight of your order and will be calculated automatically at checkout. Please allow up to an additional 3 business days for rural areas. Western Australia

  • Economy: 2 - 6 Business Days. $7 - $9 dependant on weight
  • Express: 1 - 2 Business Days. $8 - $11 dependant on weight
Rest of Australia
  • Economy: 5 - 9 Business Days. $8 - $12 dependant on weight
  • Express: 2 - 5 Business Days. $12.68 - $19.65 dependant on weight




ORDERS & PAYMENTS


Please see all frequently asked questions regarding orders and payments below




How do I know my order has been received?


Once you have placed your order and completed the payment process, you will receive a confirmation email to the email address you supplied with your order (please also check your spam/junk folder). If you do not receive a confirmation email within 2 hours of placing your order, please contact us at orders@flowerboxhomefragrance.com via email.




We do not ship to PO boxes.


Unfortunately our couriers cannot deliver to PO boxes. We require a street address for all orders. If a PO Box is entered at checkout we will contact you for a street address to which your order will be delivered.




Can I change my delivery address after I’ve placed my order?


Please contact us via email at orders@flowerboxhomefragrance as soon as possible if this is the case. If we have not already dispatched your order, we will try our best to change your delivery address for you!




RETURNS


Please see all frequently asked questions regarding returns below.




What is your returns policy?


Please contact us via email at orders@flowerboxhomefragrance.com if you wish to return any Flower Box Home Fragrance product. In the event that our product has not set the pinnacle standard of home fragrance (as is expected) we will replace or exchange it immediately. Our mission is to ensure every Flower Box Home Fragrance customer experiences the luxurious pinnacle of home fragrance.
For returns on change of mind, you will be refunded the full product value but will be required to cover any return shipping costs and must ensure the item is suitably packed to prevent damage.




What happens if my order has arrived and there is an issue?


If in the unfortunate event your item arrives damaged, faulty, or incorrectly shipped, please contact us via email at orders@flowerboxhomefragrance.com within 30 days of receipt of your order. We will make sure you're satisifed one way or another - whatever it takes! Be it refund or replacement (or both in extraordinary circumstances)!




PRODUCT INFORMATION AND CARE


Please see all frequently asked questions regarding product information and care below.




What kind of wax, wicks and fragrance do you use in your candles?


All our candles are made with 100% coconut and soy wax, the finest Australian-made fragrance and German-engineered cotton wicks. Every Flower Box Home Fragrance candle is:

  • Mixed by hand
  • Poured by hand
  • Trimmed by hand
  • Polished by hand
  • Labelled by hand
  • Boxed by hand complete with hand-tied bow




How long do your candles burn? And how long do your candles last if not burnt?


Our 1kg Silver Candle will burn for 100 hours and our 290g Silver Candle for 50 hours. Please note that the burn time may vary slightly according to burn conditions and fragrance. The fragrance oil contained in a candle impacts the chemical structure and therefore the total burn time in nearly every variation. Generally, our more citric fragrances will burn slightly faster and the more earthy fragrances will take slightly longer. To optimise your burn time, please follow our recommended candle care instructions. Candles will hold best if kept out of light and heat. If you're storing your candle before use or keeping it for a prolonged time inbetween uses please keep the lid on, in its box and place it in a cool cupboard. If kept in the right conditions candles will hold their fragrance for a very long time. After a point, due to the high percentage of premium perfume, the top notes of some fragrances may begin to change. This will affect the fragrance, however not negatively. This is part of the fragrance journey; the earthier base notes and versatile middle notes grow into themselves over time.




How do I properly care for my 1kg Silver Candle?


Please follow our care instructions to ensure you receive the fragrance experience expected from your 1kg Silver Candle. Ensuring optimal burn conditions will in turn ensure optimal fragrance dispersion.

  • Place your 1kg Silver Candle on top of its lid before lighting. The lid doubles as a burning plate to help protect your interior surfaces.
  • Subsequent burns - 1kg Silver Candle must only be burned for a period between 2 - 4 hours.
  • After your candle has been burnt approx. 6 times you will notice the melt pool has reached the edge of the vessel - this is a deliberate design to prevent overheating and reduce carbon deposit.
  • Trim your wick before each burn, wicks should be trimmed to no longer than 7mm.
  • We recommend always leaving your candle on top of the lid, the lid acts as a burning plate when burning and makes a great stand when not.
  • Always burn your candle in an area with no wind or draughts, as burning your candle in a windy location causes irregular burning.
  • As the candle burns lower in your vessel it will become hot to touch, exercise caution.
  • Always burn your candle on a heatproof surface, even with the lid underneath.
Safety: Keep well away from all curtains, blinds drapes, paper or any flammable objects. Only burn your candle on a stable heat resistant surface. Keep out of reach of children at all times. Never leave your candle burning out of sight. Do not touch your candle when it is lit or the wax is liquid. Leave 3cm of wax at the bottom of your candle to prevent overheating.




How do I properly care for my 290g Silver Candle?


Please follow our care instructions to ensure you receive the fragrance experience expected from your 290g Silver Candle. Ensuring optimal burn conditions will in turn ensure optimal fragrance dispersion.

  • Place your 290g Silver Candle on top of its lid before lighting. The lid doubles as a burning plate to help protect your interior surfaces.
  • Subsequent burns - Minimum of 2 hours, maximum of 4 hours.
  • Trim your wick before each burn, wicks should be trimmed to no longer than 7mm.
  • Always burn your candle in an area with no wind or draughts, as burning your candle in a windy location causes irregular burning.
  • As the candle burns lower in your vessel it will become hot to touch, exercise caution.
  • Always burn your candle on a heatproof surface, even with the lid underneath.
Safety: Keep well away from all curtains, blinds drapes, paper or any flammable objects. Only burn your candle on a stable heat resistant surface. Keep out of reach of children at all times. Never leave your candle burning out of sight. Do not touch your candle when it is lit or the wax is liquid. Leave 3cm of wax at the bottom of your candle to prevent overheating.




My candle isn’t burning properly! What can I do to fix it?


To ensure optimal burning, please follow our candle care instructions. It is important to remember: 1kg Silver Candles must burn for 4 hours on their first burn and 2 - 4 hours for all subsequent burns. 290g Silver Candles must burn for 3-4 hours on their first burn and 2 - 4 hours for all subsequent burns. If your candle is not burnt for the required period of time tunelling may occur. If you continuously burn your candle for less than 1.5 hours at a time - the tunnelling will eventually render your candle unable to burn and useless. Don't do this. Candles are made to be burnt.




Why is there a black residue forming around the rim of my candle jar?


The residue can easily be wiped off with a tissue or cloth when the candle is not burning and has completely cooled. The black residue forms when wicks have not been trimmed before burning. This is why wicks should be trimmed before each burn. Please follow our Candle Care instructions and always trim your wicks to no longer than 7mm prior to burning. Burning your candle in a drafty location will also produce more black residue




How long will your diffusers last?


Mini Diffuser - 4 month Diffusion Lifespan. Meaning a Mini Diffuser will provide your chosen interior with constant fragrance for 4 months after being opened, with 8 reeds immersed. Hallmark Diffuser - 12 month Diffuser Lifespan. Meaning a Hallmark Diffuser will provide your chosen interior with constant fragrance for 12 months after being opened, with 10 reeds immersed. Please note that the diffusion lifetime varies according to the conditions, fragrance and how frequently reeds are flipped or replaced. A drafty location (including near an air-con, heater or fan) will increase the rate at which fragrance is dispersed, therefore shortening the lifespan. Flipping or replacing your reeds give a burst of fresh fragrance and also quickens the diffusion process. Please note that our citric fragrances will tend to evaporate quicker than our earthier fragrances. Premium Diffuser Liquid will hold best if kept out of direct light and heat. If you're storing your diffuser before use, please keep the bottle with the lid on in its box and in a cool cupboard. If kept in the right conditions diffusers will hold their fragrance for over 12 months before use. After this time, due to the high percentage of premium perfume, the top notes of some fragrances may begin to change. This will affect the fragrance, however not negatively. This is part of the fragrance journey; the earthier base notes and versatile middle notes grow into themselves over time. Warning: Always display your diffuser on a level and stable surface · If spilt, clean immediately with a paper towel and plenty of water - spilt premium diffuser liquid can damage surfaces and furniture · Keep out of reach of children and pets at all times · Keep well away from flames · Do not touch, swallow or ingest liquid at any time. If on the skin - Wash with plenty of soap and water. If swallowed - Contact a poison centre/ doctor immediately.




How do I properly care for my Hallmark Diffuser?


Please follow our care instructions to ensure you receive the refined, long-lasting fragrance experience expected from your Flower Box Home Fragrance Hallmark Diffuser.

  • Find the perfect location to display your Hallmark Diffuser. Remember that light and heat are the enemies of fine fragrance. Always keep your diffuser away from hot areas and direct sunlight.
  • Open your decanter by gently removing the glass stopper and immediately immerse a minimum of 12 extra-length diffuser reeds into your Hallmark Diffuser.
  • The fragrance is absorbed by the reeds to diffuse beautifully throughout your space. Please splay your reeds evenly to aid even fragrance dispersion. Quantity of reeds = Strength of fragrance experience.
  • Flip your reeds at any point you desire a burst of fragrance. Wear gloves to flip reeds.
  • Due to the high percentage of premium perfume in Flower Box Home Fragrance Diffusers, a slight change in colour may occur over time. This occurs more drastically if exposed to rapid changes in temperature, high airflow or direct sunlight.
Warning: Always display your diffuser on a level and stable surface · If spilt, clean immediately with a paper towel and plenty of water - spilt premium diffuser liquid can damage surfaces and furniture · Keep out of reach of children and pets at all times · Keep well away from flames · Do not touch, swallow or ingest liquid at any time. If on the skin - Wash with plenty of soap and water. If swallowed - Contact a poison centre/ doctor immediately.




How do I properly care for my Mini Diffuser?


Please follow our care instructions to ensure you receive the refined, long-lasting fragrance experience expected from your Flower Box Home Fragrance Mini Diffuser.

  • Find the perfect location to display your Mini Diffuser. Remember that light and heat are the enemies of fine fragrance. Always keep your diffuser away from hot areas and direct sunlight.
  • Open your decanter by gently removing the glass stopper and immerse a minimum of 8 diffuser reeds into your Mini Diffuser.
  • The fragrance will travel up the reeds to be released throughout your space. Splay your reeds evenly to aid even fragrance dispersion. More reeds immersed = More fragrance absorbed and released = Stronger fragrance experience.
  • Turn your reeds daily, weekly or monthly if you desire a stronger burst of fragrance - this we leave entirely at your discretion.
  • Replace your diffuser reeds after 3-4 months to prevent clogging. For replacement reeds please visit your local stockist or our online store.
  • Flower Box Home Fragrance diffusers are made using a high percentage of premium perfume. Slight changes to the colour of the fragrance may occur over time when exposed to light and air. Colour may deepen or fade over time.
Warning: Always display your diffuser on a level and stable surface · If spilt, clean immediately with a paper towel and plenty of water - spilt premium diffuser liquid can damage surfaces and furniture · Keep out of reach of children and pets at all times · Keep well away from flames · Do not touch, swallow or ingest liquid at any time. If on the skin - wash with plenty of soap and water. If swallowed - contact a poison centre/ doctor immediately.




Why has my diffuser liquid changed colour?


This is completely normal - the fragrance in the diffuser oxidises to produce colour variations. This shouldn’t impact the performance of your diffuser, however. To slow down or completely prevent a change in colour your diffuser must be kept out of direct sunlight at all times. Your Premium Diffuser Liquid must also remain at a stable temperature - this means away from any fans, airconditioners or heaters. At Flower Box Home Fragrance we see any slight change in colour as part of your fragrance journey. All things age with time - the best things improve with age. Warning: Always display your diffuser on a level and stable surface · If spilt, clean immediately with a paper towel and plenty of water - spilt premium diffuser liquid can damage surfaces and furniture · Keep out of reach of children and pets at all times · Keep well away from flames · Do not touch, swallow or ingest liquid at any time. If on the skin - Wash with plenty of soap and water. If swallowed - Contact a poison centre/ doctor immediately.




OTHER


Please see other frequently asked questions below.




How do I find my nearest stockist?


Simply enter your address into our stockist locater map and your nearest stores will be displayed for you! See our Stockists page.




Do you offer gift cards?


Yes, we do! Please see 'Gift Cards' in our Shop.




Do you offer gift-wrapping?


Absolutely. All our products are presented in a luxurious gift box complete with a hand tied bow in our own custom made double thickness satin ribbon - as standard. Personal messages can be sent with your package for no extra cost. Please note that we do not include invoices or price information for any orders sent as a gift!




Where can I apply to become a Stockist?


Please complete our contact form, send us an email or give us a call - whichever you prefer!




When did Flower Box Home Fragrance come into existence?


Officially Flower Box Home Fragrance launched their first home fragrance range at the beginning of 2017. Unofficially Flower Box Home Fragrance existed in our founders vision for years before this.




Your website is not loading - what should I do?


If this is the case we sincerely apologise for the inconvenience. At times due to high traffic or poor download speeds our high-resolution images can cause delays. If you're happy to try again in a few hours please do - alternatively please send an email to orders@flowerboxhomefragrance.com and we can process your order via email communication. Or call us on (08) 6460 7739 and place your order over the phone.




Are your products really made in Perth, Western Australia?


Proudly family owned and operated, Flower Box Home Fragrance is boutique in nature. Our mission remains the same today as it was five years ago - to create and provide the luxurious peak of home fragrance, both aesthetically and functionally. Our mission is not to compete with mass produced products. Uniquely we've pledged to limit our growth to ensure the inimitable hand-crafted quality of our products remains unchanged and untainted. Outsourcing at the cost of quality directly contradicts our philosophy. Yes! Every fragranced product is created by hand in our Perth manufacturing facility.

  • Every fragrance is bonded by hand
  • All our Coconut & Soy wax is mixed by hand in small batches of 5kg
  • Every candle is wicked, stabilised and poured by hand
  • Every candle wick is trimmed by hand
  • Every cande is polished, labelled and boxed by hand (complete with hand-tied bow)
  • All Premium Diffuser Liquid is mixed by hand
  • Every Diffuser is poured, sealed, labelled and boxed by hand (complete with hand-tied bow)
  • All Interior Perfume Liquid is mixed by hand
  • Every Interior Perfume is poured, sealed, labelled and inserted into it's jewellery pouch by hand
  • All orders are packed by hand - also in Perth, Western Australia
Every step listed above is completed locally in Perth, Western Australia. Some of our accessories are manufactured internationally. These have been designed, boxed and/or assembled locally in Perth, Western Australia.




Who does your photography?


Flower Box Home Fragrance use the incredibly talented, professional and perfectionistic Claire McFerran @gatheringlightphotography https://www.gatheringlight.com.au/