FAQs

Shipping

How long does processing take?

Orders are processed within 1–3 business days before dispatch. You'll receive a confirmation once your order is on its way.

What are the shipping options for New Zealand?

Free NZ Shipping: Non-Rural orders over $60 NZD ship free. Rural orders over $85 NZD ship free.

What are the shipping options for Australia?

Free AU Shipping: Economy orders over $100 AUD ship free. Courier orders over $120 AUD ship free.

Will I get tracking?

All NZ courier orders are tracked — your tracking number will be emailed once your order ships. For Australia, tracking is included with Economy Tracked and Courier Tracked options. If you choose Economy (no tracking), we can't monitor its progress once dispatched, so we recommend choosing a tracked option.

Why is rural delivery more expensive and slower?

Rural delivery takes a little longer and costs more — that's just the reality of getting parcels to the far corners of Aotearoa. The free rural shipping threshold is $85 NZD to reflect this.

Are delivery times guaranteed?

All delivery times are estimates only and are not guaranteed. We're not responsible for delays caused by shipping carriers, customs processing, or events outside our control.

Do you offer personal delivery?

Personal delivery is available free of charge for colleagues only — reach out directly to arrange this.

Returns & Refunds

What is your return policy?

We have a 30-day return policy. You have 30 days after receiving your item to request a return. Items must be in the same condition as received — unworn or unused, with tags, and in original packaging. You'll also need your receipt or proof of purchase.

How do I start a return?

Email us at wildsasscollective@outlook.com to request a return. Please don't send items back without contacting us first — they won't be accepted. If your return is approved, we'll send a return shipping label and instructions.

What items can't be returned?

We can't accept returns on sale items, itema that specify no refund or gift cards. Custom or personalised products, perishable goods, and personal care items are also non-returnable. If you're unsure about your item, just get in touch and we'll help.

My order arrived damaged — what do I do?

Please inspect your order on arrival and contact us immediately if something is defective, damaged, or incorrect. Email us at wildsasscollective@outlook.com so we can make it right.

How do exchanges work?

The fastest way to get what you want is to return your item and — once the return is accepted — make a separate purchase for the new item.

When will I receive my refund?

Once we receive and inspect your return, we'll let you know if it's approved. If approved, you'll be refunded to your original payment method within 10 business days. Note that your bank or card company may take additional time to process and post the refund. If more than 15 business days have passed since approval, contact us at wildsasscollective@outlook.com.

Candles

How do I get the best out of my candle?

For the safest, longest burn:

• Allow the wax to melt to the edges on the first burn to prevent tunnelling
• Never leave a burning candle unattended
• Keep away from drafts, children, and pets
• Burn on a heat-resistant surface
• Don't burn for more than 4 hours at a time

Can candles be returned?

Candles can be returned within 30 days if they arrive damaged or defective. As with all our products, items must be unused and in original condition to be eligible for a standard return. Contact us first to start the process.

Enquiries

How do I contact Wild SASS Collective?

Email us at wildsasscollective@outlook.com — we're a small team so we appreciate your patience. You can also visit our Contact page.

What if something goes wrong with my delivery?

Get in touch and we'll sort it out. See our full Refund Policy and Shipping Policy for more detail.