International Shipping – Frequently Asked Questions
How long will it take for you to dispatch my order?
We typically dispatch orders within 1 business day. If we aren’t going to meet this service standard, we will let you know either by email or phone.
How long will it take for my order to arrive?
The delivery times quoted above are those given to us by our carriers. Keep in mind that things may take a little longer at busy times of year such as the lead up to Christmas.
Can I track the delivery progress of my order?
When we dispatch your order you will be sent an email with a tracking number so that you can track the progress of your parcel.
Do I have to sign for my order or can it be left unattended at my address?
We require a signature for all international orders. IF there is no one present at the delivery address when delivery is attempted a card will be left with instructions on where to pick it up or how to arrange redelivery. We would recommend specifying a delivery address that is attended during business hours.
Can you ask the delivery company to deliver at a particular time / call me on approach / call me when they arrive / do anything other than deliver the parcel?
No, unfortunately global mail services don’t work this way.
Am I able to import beeswax candles into my country?
We have never had an order have customs issues in over 14 years of business. While some countries have restrictions on the importation of honey, beeswax is heated during the extraction and cleaning process which would kill any pathogens that may exist so even countries with very restrictive policies (eg New Zealand) have no issue with beeswax candles.
Which payment options do you accept?
We only accept PayPal payment for international orders. PayPal is a secure, fast and easy way to pay online. Your financial information is not communicated to us and they will handle the currency conversion for you (generally at better than credit card rates) so you will know the exact cost of your order. If you don’t have a PayPal account, sign up for one here
Will I have to pay customs fees or duties?
To find out whether your order may attract import duties, refer to your local customs service.
For NZ, look here - whatsmyduty.org.nz
For the UK, look here – www.gov.uk/goods-sent-from-abroad/tax-and-duty
For USA look here - www.cbp.gov/trade/basic-import-export/internet-purchases
Customs duties and fees are levied by your government and are payable by the recipient of the order. The recipient may need to pay these charges before they can take delivery of the order. Any fees or duties are the responsibility of the recipient and cannot be paid or reimbursed by Queen B.
Does Australia’s goods and services tax (GST/VAT) apply to my international order?
No, you don’t pay Australian taxes on your order and they will not be shown in the amount due.
Can I be charged in my local currency?
No, we only accept payment in Australian dollars. When you checkout with PayPal, you will be advised what the total cost is in your local currency.
Can I mark my order as a gift with $0 value?
Unfortunately all orders require a dollar value. We do, however, mark all orders as a gift.
What happens if my order is damaged during shipping?
No problem. Please notify us within 72 hours of receiving your order and send us images of the damaged item (to [email protected]). We will arrange to have the damaged item returned (at our cost) and will arrange a replacement (at our cost). If you’d rather speak to us in person, we’re open 8.30am – 5.30pm AEST and can be contacted on +61 2 9905 1188.
I’d like to return an item that I purchased. Can I get a full refund?
If you’ve changed your mind about an item, you can return it so long as it is unused and in it’s original, undamaged packaging. You will be required to pay the postage costs of returning an item. We will process a credit for the item as soon as we receive it back in the condition described above.
What do I do if I receive an incorrect item in my order?
Please notify us within 72 hours of receiving your order and send us images of the incorrect item (to [email protected]). We will arrange to have the incorrect item returned (at our cost) and will arrange a replacement (at our cost). If you’d rather speak to us in person, we’re open 8.30am – 5.30pm AEST and can be contacted on +61 2 9905 1188.