SHIPPING FAQ

Will an invoice be included in the box when an order ships?

At Saison we are continuously focused on ways to increase our sustainability and reduce our environmental footprint. As such, we do not include a printed invoice in our orders. A tax invoice is emailed when an order is placed. 

Are the packaging materials you use for sending orders recyclable? 

The packaging 'peanuts that we use are made from a by-product of rice and are 100% biodegradable. They are fully compostable, free of GM materials and made in Australia. Our signature cardboard boxes are 100% recyclable and free from plastic laminate.  

When will my Saison order arrive?

Please visit the 'Shipping' section of the website for information on shipping times.

Can I collect my order rather than having it shipped out?

We offer a free Click & Collect service from our Richmond, Victoria headquarters. Simply choose your products online and add them to your shopping cart. At the point of checkout, select the 'Click & Collect' option under Delivery Method. We'll pack up your order which will be available to collect from our office. Once it's ready, you will receive a notification email to let you know. Orders are generally made available within a 12-24 hour timeframe excluding weekends and public holidays. 

How do I track my Saison order?

Once your order has shipped you will receive a tracking email via Shippit so you can easily track your order. 

How will my Saison order be shipped and what is the cost?

All orders are shipped from Saison's Melbourne distribution facility. Please view the Shipping section of the website for information on shipping options and cost.

Can I request special instructions for delivery of my Saison order?

If you would like to provide special instructions for delivery (Eg. Authority to leave at the front door if no answer), please include this information in the shopping cart notes (prior to the checkout) when making your purchase. Please note that even if special delivery instructions are provided, Saison does not take responsibility for lost or stolen items.

Does Saison accept international orders?

Currently www.saison.com.au delivers to addresses within Australia, and now offers a select range of our products to New Zealand customers. If we do not currently ship to your area, and are interested in purchasing from us in the future, please leave your contact details in the 'contact' section of the website and we'll be sure to let you know once we start shipping to your region.

I am purchasing a gift. Can I have my Saison order gift wrapped?

We are pleased to offer complimentary signature Saison gift wrapping. Gift wrapping is available on most items on www.saison.com.au with the exceptions being products that are on sale, products below $20 and some oversized items. In your shopping cart, simply choose the gift wrap option for the specific items you wish to have gift wrapped. Please note that gift wrapping is not available for orders placed during the Black Friday sale event.

SPECIAL OFFERS & SAMPLES FAQ

Are free samples included in all orders?

Free samples are only included in orders where a 'Free Gift with purchase' promotional code has not been used.

How do Saison's promotional codes work?

Saison gives you the opportunity to take advantage of special offers by entering a promotional code upon checkout. Saison offers multiple promotions at any given time. The code must be entered in the cart not the checkout. If a promo code is not entered at the time of purchase we are unable to retrospectively apply the code to the order. Please also note that only ONE code can be applied to an order at a time. View the Special Offers page for current offers. Some special offers are not available to New Zealand customers at this time.

What are Saison's Gift With Purchase Terms & Conditions?

View the Special Offers page for specific terms and conditions. When the promotional code for an offer is entered in the cart (not the checkout), the free item will automatically be added to your cart. Additional conditions include one redemption per customer, offer is available while stocks last, saison reserves the right to exchange a fragrance for a similar fragrance of equal value if required, available for the specified dates only. Some special offers are not available to New Zealand customers at this time.

My 'WELCOME10' promotion code will not work

If you've subscribed to our website and have received the WELCOME10 promotional code via an email, please check to ensure that your cart contains a minimum of $100 of regular priced items. Sale items can be included in the cart but are not included in the $100 minimum spend. The one-off code must also be used within a 30 day period from the date of subscription.

RETURNS FAQ

What is Saison's refund and exchange policy?

All purchases on Saison's website are final so please choose your purchase carefully. In the event that you have received an incorrect, faulty or damaged product please visit the returns section of our website.

Can I return my website purchase to a store that sells Saison brands?

In the event of receiving a faulty or incorrect item, the product cannot be exchanged with a retailer of Saison's brands. Please visit the returns section of the website and follow the procedure relating to product returns.

GENERAL FAQ

What payment methods does Saison accept?

Saison accepts Visa, MasterCard, AfterPay (minimum of $100), Shop Pay, Apple Pay, Google Pay and Paypal.

Can I purchase items displayed on your website from a store?

Saison is the exclusive Australasian distributor for most brands featured on the website and we supply stores across Australia, New Zealand, the Pacific and Singapore. Please contact us via email or phone and we will be pleased to provide information on your closest stockists.

Is Saison's website a secure shopping site?

At Saison, your security whilst shopping with us online is of paramount importance. Once you enter your contact and payment details you will notice the security lock in the top right hand corner of your browser. The security lock ensures your order and payment details are encrypted and remain secure over the internet. This website uses a 128 bit encryption (SSL) which is the most secure system available in Australia.

Who do I contact if there is a problem with my Saison order?

Please call Saison's Melbourne head office on (03) 9017 3818 or email us at customerservice@saison.com.au

I have a retail store and would like to stock Saison's brands in my store. What do I need to do?

Please complete the trade access application form in the Trade Access section of the website. Ensure all information fields are completed on this form. We will then be in touch with you regarding ranging our brands in your store.

CANDLES FAQ

What kind of wick's do the brands featured on www.saison.com.au use?

The industry standard is cotton wicks. A handy hint when burning a candle is to trim the wick to ¼” after each use. For a clean, smoke free burn do not allow the trimmings or debris to amass in the candle wax.

Do candles featured on www.saison.com.au tunnel or burn unevenly?

If burned according to instructions candles should not tunnel. For candles that have more than 4-5cm in diameter it's best to burn the candle for no less than 2 hours at a time, but no more than 3 on one occasion. For smaller candles and votives you will need to burn 1-2 hours at a time. Ideally you want the surface area of liquify with each burn. Think of it this way – candles have a memory. Wherever it stops burning the first time, it will continue to stop there every time you burn it causing it to tunnel if it has not liquefied all the way across. After blowing out the flame, trim the wick/s to a no less than half centimetre and ensure the wicks are left in an upright position in the centre of the glass. Any shorter and the flame will not be large enough the melt the wax to the edges and you may find wax covers the wicks causing the candle to extinguish. Once the wax is solid then re-light the candle. Never leave a candle burning unattended. Follow these instructions and you should have a candle that burns evenly, cleanly and efficiently every time!

For tapered style candles:  Fragrance compositions vary between scents and may require a much longer burn time to see even pooling. Tapered vessels like the VOLUSPA’s Hearth and Classic 60hr formats and Simpatico’s Hobnail Candle may show signs of wax clinging to the edges as the heat from the candle has not reached the wider circumference of the glass. For safety purposes, the wicks do not burn too hot or too close to the glass so as not to cause damage to the glass. As the candle burns down, the heat begins to evenly disperse to the edge of the glass and the wax eventually will even out. It can take 1-3 separate burns to see this.

My candle seems to be 'sweating'... is this normal?

Climatic fluctuations especially humidity can cause candles to sweat. Candle sweating is completely natural in temperature variations and you can rest assured knowing the candle will burn evenly, cleanly and most importantly fragrantly.

What type of wax is used in the candles featured on www.saison.com.au?

VOLUSPA - a natural wax blend made from apricot and coconut kernel SIMPATICO - Soy and vegetable wax BARR CO - Soy and vegetable wax CANDLES - high quality soy wax CAPRI BLUE - high quality soy wax SEA SALT CANDLE - high quality soy wax SALUS - high quality soy wax.

After my candle has burned, a blackened colour appears on the glass.

Saison recommends trimming the wick after each use and ensure the candle is dust free and away from any drafts. If soot is present use a cloth moistened with water to clean the glass. Never leave a burning candle unattended. Also be sure to follow brand-specific burning instructions carefully.

My candle is not pure white in colour, and has a yellow hue to it. Is the candle ok to burn?

Fragrance oils influence the colour of wax. In particular candles with citrus notes will have a yellow hue to the wax. This is normal, safe and will not effect the performance of the candle.