Shipping policy
At Softburn Scent Studio, each order is carefully prepared and packed to ensure your products arrive safely.
Processing & Dispatch
All Softburn Scent Studio products are handmade to order. Please allow 2–3 business days for your order to be prepared and dispatched.
During new releases, sales or particularly busy periods, processing times may be slightly longer. We appreciate your patience while we prepare your order.
Shipping
We currently ship within Australia.
Shipping costs are calculated and displayed at checkout based on your order and selected shipping method.
Once your order has been dispatched, you will receive a shipping confirmation with tracking details where applicable.
Please note that delivery timeframes provided by the shipping carrier are estimates and begin from the date your order is dispatched, not the date your order is placed.
Free Shipping
Free standard shipping is available on Australian orders over $200. The qualifying order value is calculated after any discounts have been applied.
Delivery Delays
Once an order has been handed over to the shipping carrier, delivery is outside of Softburn Scent Studio’s direct control. Delays may occasionally occur due to carrier disruptions, peak periods, weather or other circumstances.
Softburn Scent Studio is not responsible for delays caused by the shipping carrier; however, if you experience an issue with your delivery, please contact us and we will assist where possible.
Incorrect Shipping Information
Customers are responsible for ensuring their shipping address and contact information are correct before completing their order.
If you notice an error in your shipping details, please contact us as soon as possible. We cannot guarantee that changes can be made once an order has been processed or dispatched.
Softburn Scent Studio is not responsible for orders delivered incorrectly or returned to sender due to incorrect or incomplete information supplied at checkout. Additional shipping charges may apply if an order needs to be resent.
Lost or Missing Parcels
If your tracking shows that your parcel has been delivered but you cannot locate it, please first check around the delivery location and contact the relevant shipping carrier.
If you believe your parcel has been lost in transit, please contact us with your order number and we will assist with investigating the delivery.
Damaged in Transit
We take care when packaging every order. If your product arrives damaged, please contact Softburn Scent Studio as soon as possible after delivery and provide your order number, photographs of the damaged product and photographs of the packaging.
We will assess the issue and arrange an appropriate resolution in accordance with our Refund Policy and your rights under Australian Consumer Law.
Authority to Leave
Where a customer selects or authorises an unattended delivery option, the customer accepts the risks associated with the parcel being left at the nominated delivery location, subject to any rights that cannot be excluded under Australian Consumer Law.
Returns to Sender
If an order is returned to Softburn Scent Studio because it was unclaimed, refused, or the shipping information supplied was incorrect or incomplete, the customer may be responsible for the cost of having the order shipped again.
Contact Us
For any questions regarding your order or delivery, please contact Softburn Scent Studio and include your order number so we can assist you as quickly as possible.