Refund and Returns Policy

Last updated: 13, May, 2026

Thank you for shopping with EcoWick. We take care when preparing and packing every order so your candles, wax melts, diffusers, and gift products arrive safely and beautifully.

This Return & Shipping Policy explains how we handle shipping, delivery issues, returns, refunds, and damaged items.

1. Shipping Information

EcoWick ships orders within New Zealand.

Orders are carefully packed to help protect your products during delivery. Once your order has been placed, we will prepare it for dispatch as soon as possible.

Order Processing Time

Please allow 1 to 3 business days for your order to be processed before it is dispatched.

During busy periods, sales, public holidays, or custom order periods, processing times may take slightly longer.

2. Delivery Timeframes

Estimated delivery timeframes may vary depending on your location and the courier network.

Estimated New Zealand Delivery

Auckland: 1 to 3 business days after dispatch
North Island: 2 to 5 business days after dispatch
South Island: 3 to 7 business days after dispatch
Rural delivery: Please allow extra time

Delivery timeframes are estimates only and may be affected by courier delays, weather, public holidays, or other events outside our control.

3. Shipping Costs

Shipping costs are calculated at checkout based on your order and delivery location.

If free shipping is available as part of a promotion or minimum order value, this will be shown on the website or at checkout.

4. Order Tracking

If tracking is available for your order, we will provide tracking details once your order has been dispatched.

If you have not received your order within the expected delivery timeframe, please contact us so we can help check the status of your delivery.

5. Incorrect Shipping Details

Please make sure your delivery details are correct before placing your order.

EcoWick is not responsible for delays or failed deliveries caused by incorrect or incomplete address details provided at checkout.

If you notice an address mistake after placing your order, please contact us as soon as possible. If the order has not yet been dispatched, we will do our best to update the details.

6. Damaged, Faulty, or Incorrect Items

We carefully check and pack every order before sending it. However, if your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of receiving your order.

Please include:

Your full name
Order number
A clear description of the issue
Photos of the damaged, faulty, or incorrect item
Photos of the outer packaging if the parcel arrived damaged

Once we review the issue, we may offer a replacement, refund, store credit, or another suitable solution depending on the situation.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act.

7. Returns

We want you to love your EcoWick purchase. If you wish to return an item, please contact us within 7 days of receiving your order.

To be eligible for a return, the item must be:

Unused
In its original condition
In its original packaging where possible
Not damaged after delivery
Returned with proof of purchase

Please contact us before sending any item back. Returns sent without contacting us first may not be accepted.

8. Items That Cannot Be Returned

For hygiene, safety, and customisation reasons, some items cannot be returned unless they are faulty, damaged, or incorrect.

Non-returnable items may include:

Used candles
Used wax melts or wax sachets
Opened or used diffusers
Custom or personalised products
Gift boxes that have been opened or used
Sale or clearance items, unless faulty

9. Change of Mind Returns

EcoWick may accept change of mind returns at our discretion if the item is unused, in original condition, and returned within the return period.

For change of mind returns:

The customer is responsible for return shipping costs
Original shipping costs are not refundable
The item must arrive back to us safely and in sellable condition
We recommend using a tracked courier service

If the returned item is damaged in return transit or is not in acceptable condition, we may be unable to provide a refund.

10. Refunds

Once your return is received and inspected, we will let you know whether your refund has been approved.

If approved, refunds will be processed using the original payment method where possible.

Please allow 3 to 5 business days for the refund to appear, depending on your bank or payment provider.

Shipping charges are generally non-refundable unless the item is faulty, damaged, incorrect, or required by law.

11. Exchanges

If you would like to exchange an item, please contact us first.

Exchanges are subject to product availability. If the item you want is not available, we may offer a refund, store credit, or an alternative product.

12. Lost or Delayed Parcels

If your parcel is delayed or appears to be missing, please contact us and we will help investigate with the courier where possible.

If your order was sent to the correct address provided at checkout and tracking confirms delivery, EcoWick may not be responsible for parcels that are lost, stolen, or misplaced after delivery.

However, if there is a delivery issue, we will do our best to help you resolve it.

13. Custom Orders and Gift Orders

Custom candles, personalised gifts, and made-to-order products are prepared especially for you. Because of this, they usually cannot be cancelled, returned, or refunded once production has started, unless they are faulty, damaged, or incorrect.

Please check all custom details carefully before placing your order.

14. Contact Us

For shipping, returns, damaged items, or order support, please contact us:

EcoWick
Email: ecowicknzcandle@gmail.com
Phone: +64 27 335 5526
Opening Hours: Everyday 8:00am to 5:00pm
Website: ecowick.store