FAQs

We have had an increase in orders due to new products ‘VIVACIOUS’ and ‘VOLUPTUOUS’ . It will now take up to 7 business days to fulfil any order that includes our 2 new products mentioned above. All other orders will remain the same (1-5 business days for dispatch). Postage time frame has also increased due to COVID-19. Please keep this in mind before you place an order for a special event or gifting purposes. We apologise for the inconvenience.

How will I know which scent to buy? What if I don't like it?

We sell scent samples to try and also have a fragrance notes page to help you decide which candle you may prefer. We also stock our candles at Skin Deep Beauty and Euphoria Laser and Spa for customers who would like to smell them and buy them in store. You can also choose to come to our pick up location to smell a small range of candles ready for same day pick up/delivery and last minute orders. Email or contact our team on social media for more information.

Do you ship internationally?

We currently ship small and large candles internationally.

Do you offer a pick up service?

Yes. We currently offer pick up orders for our customers in Sydney. Select this option at checkout. Please keep in mind we are based in the western suburbs of Sydney, area code 2176.

When should I expect my order to be delivered?

All Éclatante products are made when ordered and take 1-4 business days to create. All orders will arrive between 2-7 business days from dispatch date for standard shipping. Express delivery is available at an extra cost.
Express shipping is not available due to possible instances of stock shortage during promotions.

Delivery and shipping is stated in BUSINESS days, and orders are made within 1-4 BUSINESS days. Order cut off is 4PM on BUSINESS days. Any orders placed after that time will be made/dispatched the next day.

*Please note, Éclatante Sydney is not responsible for any delays caused by Australia Post, especially during high volume seasons.

All Australia Post parcels have authority to leave. Australia Post determine there is a safe place for the parcel and it will be left at the address.

CURRENTLY STANDARD SHIPPING 6-10 DAYS DUE TO COVID. DEPENDING WHERE YOU ARE BASED, IT MAY COME WITHIN NORMAL STANDARD SHIPPING TIME FRAME.

If you have any further questions, please get in contact with our team.

Do you prioritise orders if its a last minute gift?

We are able to prioritise you order, if we have the stock. Please email eclatantesydney@gmail.com if you require a product on a specific day or time.

Do you have discounts?

Yes we do! We provide discounts very often, especially for all our first time customers and during special occasions and dates! Keep an eye out for all these discounts by subscribing or following our Instagram and Facebook pages!
Please note you can NOT use any code in conjunction with a promotional offer or another discount code.

Do you offer refunds or exchanges?

Unfortunately we can not offer you a refund or exchange. All sales are final. However, if you have received your item and it is damaged please send an email with a photo of the product to eclatantesydney@gmail.com for assistance and details in regards to the exchange process. Your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note we will not accept an exchange if you email after 2 days of receiving your product.

Once your product has been received and inspected, we will send you an email to notify you that we have received your item and confirm the delivery date and time for the replacement product.

We do not accept any returns or exchanges for candles that have been lit or for candles which you do not like the scent of. As our store is online, we offer scent samples and there is a page with fragrance notes for you to view if you are unsure of which scent to choose from or you can visit our stockist Euphoria Laser and Spa or Skin Deep Beauty to see and smell the candles yourself. There is a limited stock supply in store. We also have a small range of scents available at our pick up location if you would like to personally come and smell the scents. Not all scents are available.

What should I do if my products are broken?

Please email eclatantesydney@gmail.com if you have received a product that is damaged or broken.

What if nobody is home when you deliver my package?

Your package will be left in a safe spot or at the front door and you will be notified through email. We are not liable for any lost or stolen products.

Can you make candles for an event?

Ofcourse! Email us at eclatantesydney@gmail.com or click on our Contact Us page with all your questions and details about the event and we can assist you from there!

How many business days does it take to reply to emails?

We would love to chat and get back to you within 1-2 days of receiving your email.

Do you offer wholesale products and prices?

Yes, these products and prices are only available for our wholesale customers with an account. For more information to become a wholesaler or create a wholesale account, email eclatantesydney@gmail.com.

Do you have a physical store?

We do not have a physical store. We are looking to display our products in more stores in the future. You can find some products at Skin Deep Beauty in Merrylands and Euphoria Laser and Spa in Bonnyrigg Plaza. We give our customers the option to come to our pick up location to smell the small range of candles available. However, not all scents are available and differs each day depending on last minute orders or same day purchase + pickup/deliveries requested by customers.

If you expect an order to be delivered on a specific date, please complete your order a week before you expect it to be delivered or email eclatantesydney@gmail.com so we can arrange the delivery. There may be cases where we can prioritise your order depending on your delivery location and products as we understand there may be some last minute gifting. If you have any worries or questions about delivery dates, please email our staff at eclatantesydney@gmail.com once you have put your order through. Éclatante provides a pick up service for customers based in Sydney, NSW. Keep in mind we are based in post code 2176. To pick up your order, select pick up option at checkout. Pick up address will be emailed to you as soon as we have fulfilled your order. Please email us if you have any further questions. Packages with florals by Blooms Arrangement are available for Sydney only and can only be delivered or picked up. No shipping available for florals.