FAQ

Answers to the questions we hear most often. Can't find what you're looking for? Get in touch — we're always happy to help.

About Our Candles

What are Luzara candles made from?
All our candles are hand-poured in South Australia using premium soy wax, paired with either a natural wood wick or a cotton wick depending on the style. Soy wax is clean-burning, vegan-friendly, and a more sustainable alternative to paraffin.

What's the difference between a wood wick and a cotton wick?
A wood wick gives a gentle crackling sound as it burns, similar to a mini fireplace, while a cotton wick burns quietly with a steady flame. Both are natural materials and burn cleanly — it comes down to personal preference.

How long do your candles burn for?
Our 60ml travel tin candles burn for approximately 12 hours, and our 235g candles burn for approximately 45 hours, depending on burn habits and wick type.

Are your candles vegan?
Yes, our soy wax candles are vegan-friendly.

Are your soaps handmade too?
Yes — our artisan soaps are handcrafted in small batches using cold-processed, plant-based oils: saponified olive oil, coconut oil, and rice bran oil, with natural mica and botanicals for colour and fragrance. Each bar weighs approximately 135–150g, and slight variations are normal since every bar is hand-cut.

Orders & Shipping

How much does shipping cost?
Shipping within Australia is $10 on orders under $35, $15 on orders from $35 to $99.99, and free on orders of $100 and over.

How long does it take to receive my order?
Orders are hand-packed and processed within 1–4 business days (up to 5 during peak periods) and shipped via Australia Post from our home base on Hindmarsh Island, South Australia.

When do I need to order for Christmas?
To allow for our packing time and Australia Post's 2026 Christmas Parcel Post dates, please order by 14 December for delivery to SA, VIC, NSW, ACT and QLD, and by 8 December for WA, NT, Tasmania and remote areas. Australia Post can experience delays during the Christmas rush, so we can't guarantee delivery dates — the earlier you order, the better.

Do you ship internationally?
Not at the moment — we currently ship within Australia only.

Returns & Refunds

What if a scent isn't right for me?
We want you to love every candle. If you change your mind, you can return unused, unlit candles in their original packaging within 30 days of receiving your order. Once a candle has been lit, we're unable to accept it as a change-of-mind return.

What's your return policy?
Change-of-mind returns are accepted within 30 days of receiving your order. Items must be unused and unlit, in their original packaging, with proof of purchase. Opened or used soap can't be returned for hygiene reasons. Return postage is paid by you and original shipping costs aren't refunded. To start a return, email hello@luzara.com.au first — items sent back without contacting us can't be accepted.

Can I return sale items or gift cards?
Sale items and gift cards can't be returned for change of mind. This doesn't affect your rights if an item is faulty.

What if my order arrives damaged?
Please check your order when it arrives. If anything is damaged, faulty or incorrect, email us within 7 days at hello@luzara.com.au with your order number and a photo, and we'll send a replacement or give you a full refund, including postage.

How long do refunds take?
Once your return is received and inspected, approved refunds are issued to your original payment method within 10 business days.

Full details are in our refund policy. Our goods also come with guarantees that can't be excluded under the Australian Consumer Law.

Gift Cards

Do you offer gift cards?
Yes — Luzara gift cards are available in $25, $50, $100, and $150, so your gift recipient can choose their own candle or fragrance.

Payment

What payment methods do you accept?
We accept American Express, Apple Pay, Google Pay, Mastercard, Shop Pay, Union Pay, Visa, and Afterpay.

Stockists & Wholesale

Do you sell wholesale or work with stockists?
Yes, we'd love to hear from you. Visit our Become a Stockist page to submit an enquiry.

Still Have a Question?

Reach out any time at hello@luzara.com.au or through our Contact page.