FAQ
Ordering & shipping
How long until my order ships?
Every order is quality-checked and dispatched within 2–4 business days, then sent tracked — and shipping is free on every order. Allow around 9–14 business days from the day you order in Australia, and 6–11 in New Zealand.
Can I change my order after placing it?
Within 24 hours, yes. Email sales@thescentstack.co with your order number.
Where do you ship?
We currently ship within New Zealand and Australia only, with free shipping on every order. Other countries aren't available just yet. Any duties or GST on cross-border (Australian) orders are the customer's responsibility.
The product
What are sand wax pearls?
Our sand wax pearls are small grains of palm wax, scented and coloured. You pour them loose into a heat-safe vessel around a wick, then light — the flame melts the pearls into a pool of scent. Snuff it out and they re-set.
Do I need a special vessel?
No. Any heat-safe container works — tumbler, teacup, jar, bowl. Cotton wicks are included in every box.
Does the colour change after the first burn?
No. Crush the set wax, stir it back into the vessel, and you would struggle to tell.
How long does a candle burn?
It depends how much sand wax you pour, and on the vessel — more wax burns longer, and a narrow vessel burns slower than a wide one. A full 500 g box gives you up to 120 hours. Trim the wick before each light for an even burn.
Can I reuse the old wax?
Absolutely — crush the leftover sand wax in a bag and stir it back through fresh pearls.
Refunds & returns
Can I return an order?
We refund only faulty items, or products that are unopened and unused in the condition they arrived in (within 30 days of delivery). Email us to start a return.
How are refunds processed?
Once you've shipped the item back, our team inspects it. Refunds are processed within 2–4 weeks of the return being shipped back and inspected. If it fails inspection — for example, it's been opened or used and isn't faulty — we'll send it back to you and no refund is issued.
What if I don't love a scent?
Opened or used products can't be refunded unless they're faulty, so we suggest trying a single before you stock up. If your order is wrong or faulty, email us and we'll make it right.
What if it arrives damaged?
Send a photo to sales@thescentstack.co and we'll make it right.
Gifting
Can I add a gift note?
Yes, at checkout. No price slip is included on gift orders.
Can I send it to someone else?
Yes — enter their address at checkout. The confirmation comes to you.