Refund policy
Returns & Exchanges
At Stardate, every candle is created and packed with care, intention and a whole lot of love. Because many of our products are personalised and made-to-order, we want to be as transparent as possible about our policies while ensuring the process feels fair, supportive and easy to navigate.
Damaged In Transit
We take great care when packaging your Stardate order to ensure it arrives safely on its journey to you. Every order is carefully checked before dispatch, however, sometimes accidents during transit can occur.
If your candle arrives damaged, please contact our team at support@stardateco.com.au or through our Contact page within 28 days of your dispatch date. To help us assess the issue as quickly as possible, please include:
- A description of what occurred
- Clear photographs of the damaged item
- Images of the external packaging and damaged items
All Stardate orders are automatically insured for up to $100 AUD through Australia Post.
In the case of transit damage involving broken glass (for example, smashed candle vessels), Australia Post requires the damaged item and all original packaging to be taken to your nearest Australia Post store for assessment. Claims relating to label imperfections, minor cosmetic damage or crushed outer boxes where the glass remains intact are not covered under this transit insurance process so please contact us directly.
Once assessed by Australia Post, reimbursement is generally processed on the spot to make the claims process as seamless as possible. If you would like a replacement candle, a new order can then be placed through our online store using the reimbursed amount.
Please note that due to Australia Post’s claims process, Stardate is unfortunately unable to lodge damage claims on your behalf. Because the parcel and damaged items are in your possession, any reimbursement is processed directly to you by Australia Post. Once your claim has been approved, you can simply place a new order through our website using the reimbursed funds to replace your candle.
Returns & Exchanges
If you or your gift recipient are unhappy with your Stardate purchase, we’re genuinely saddened to hear it — but we completely understand that scent is a personal experience.
That’s why we offer our Stardate Scent Guarantee: 30-Day Money-Back option.
Provided your order meets the requirements outlined in our guarantee policy, eligible items may be returned for:
- A full refund
- Store credit
- Exchange for another fragrance or product
Please note that return postage costs, along with shipping costs for exchanged items, are the responsibility of the customer.
For full eligibility requirements and detailed information, please visit our
Stardate Scent Guarantee Policy
All return or exchange requests must be submitted within 28 days of your dispatch date. Unfortunately, we’re unable to process returns or exchanges outside of this timeframe, as we want to ensure all Stardate products remain in their best possible condition.
Order Errors
We understand that mistakes can happen, especially when ordering personalised gifts.
If you believe there has been an error with your order, please contact our team at support@stardateco.com.au within 7 days of receiving your package, including your order number and photographs where applicable.
If the error was made on our end (such as receiving the incorrect zodiac sign, birthday, fragrance or product), we’ll work with you as quickly as possible to make things right.
If the error was made during checkout - such as an incorrect birthdate, spelling mistake or personalisation detail entered by the customer - don’t worry, we may still be able to help.
In many cases, we can organise a replacement label to be sent out so you can carefully update the candle at home. A small Label Replacement Fee of $5 AUD will apply to cover the production and postage of your new personalised label.
The existing label can be removed and replaced quite easily, and we’ll provide step-by-step instructions at the time to help make the process as seamless as possible.
Please note that Stardate is unable to offer refunds or replacements for errors made during checkout, including: Incorrect shipping addresses provided by the customer.
We always recommend carefully reviewing your order details before completing checkout, as all personalised candles are custom-created specifically for each order.
Cancellations
If you wish to cancel your Stardate order after it has been placed, please contact us as soon as possible at or via our Contact page or via email at support@stardateco.com.au.
As many of our products are personalised and begin processing shortly after an order is placed, we cannot guarantee cancellation requests once production has commenced.
Orders that have already been processed or shipped are unable to be cancelled, and the order will be treated under our standard Returns & Exchanges policy.