FAQ's
Order fulfillment during the COVID-19 epidemic (Updated 31 March 2020)
At present, our warehouse operations are carrying on as normal. This may change in time and if so our website will be updated in real-time.
Due to unprecedented demand for hygienic and personal care products we are experiencing a very high volume of orders which are being shipped to our customers in a timely manner. Please note however that there may be some delays with shipping due to this peak period. We appreciate your patience during 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.
Are the packaging materials you use for sending order recyclable?
At Saison we are continuously focused on ways to increase our sustainability and reduce our environmental footprint. The packaging 'peanuts that we use are made from a by-product of corn starch 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.
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. Once an order is placed it is shipped in most cases within a 1-2 day time frame. Shipping is free if the order is over $100. If the order is under $100 a flat shipping charge of $10.00 applies regardless of how many items are purchased.
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.
Is Saison's website a secure shopping site?
At Saison, your security whilst shopping with us online is a priority. 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 & 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
Does Saison accept international orders?
Currently www.saison.com.au only delivers to addresses within Australia. If however you are interested in purchasing from us in the future, please complete your contact details in the 'contact' section of the website and we'll be sure to let you know once we start shipping internationally.
How do Saison's promotional codes work?
Saison occasionally gives you the opportunity to take advantage of special offers by entering a promotional code upon checkout. These promotional codes are available for online orders only and cannot be applied to previous purchases. Saison will often run multiple promotions at any given time therefore if a 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.
What payment methods does Saison accept?
Saison accepts Visa, MasterCard, AfterPay and Paypal.
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 or faulty product please visit the returns section of our website which can be found under Customer Service.
Can I return my website purchase to a store that sells Saison brands?
In the unlikely event of receiving a faulty or incorrect item, the product cannot be exchanged with any retailer of Saison's brands. Please visit the 'Terms of Trade' section of this website and follow the procedure relating to product returns.
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, Hong Kong and Singapore. Please contact us via email or phone and we will be pleased to provide information on your closest stockists.
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 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 of a very low value and some oversized items. In your shopping cart, simply choose the gift wrap option for the specific items you wish to have gift wrapped.
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. It is imperative that all information be submitted on this form as a first point of contact with Saison. We will soon be in touch with you regarding stocking our brands in your store.
What are Saison's Gift With Purchase Terms & Conditions?
When a gift with purchase promotion occurs, the promotional code must be entered to redeem the complimentary gift. When the code is entered 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.
What kind of wick's do the brands featured on www.saison.com.au use?
The industry standard is for all-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 Capri Blue Signature Jars the recommended burn time is 4-6 hours). When burning votives or smaller sized candles, Saison suggests allowing the candle to burn for no less then one hour, but no more then two. 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 centimeter 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!
My candle seems to be 'sweating'... is this normal?
Climatic fluctuations especially humidity can sometimes cause candles to sweat. Sweating is completely natural in temperature variations. Be assured the candle will still 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.
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Excellent, excellent, excellent guys! love my candles and the samples were very thoughtful. Must remember your Facebook promotion next time!
Shirley - Sunshine West, VICJust wanted to say thank you for the very quick delivery of my Saison products. I bought some soaps (Nesti Dante) in Tuscany and could not believe that I could buy these here in Australia, not to mention a few other wonderful products you have available. I will definately be buying from Saison again.
Carment - Mosman, NSWWow what fabulous service! My order arrived today. Great product, beautifully wrapped too, I am keeping one for me and the rest as gifts.. might have to order some more. Thank you
Wendy - Brighton, VICThank you very much, my room spray arrived today. I appreciate the customer service efficiency you have provided and am very happy with the professional and speedy service from Saison - I will be a return customer.
Elizabeth - Attadale, WAGood afternoon, Thank you so much for my order which I received today. What a pleasure receiving my order! The ordered items were very nicely individually wrapped and you even included a few samples and a small present (mints in a beautiful box). Thank you so much. Very much appreciated. What a pleasure.
Jane - Gold Coast, QLDMy order arrived today and I wanted to thank you for the gorgeous samples and the 60th Anniversary Nesti Dante soap. These products are infused with beauty and quality which makes me happy. Thanks again Jenny
Jennifer - Balgownie, NSW...just love dealing with Saison! My daughter and I spend quality time together scrabbling through each package when it arrives, unearthing our new arrivals. The pleasure is made all the more sweet by the joy of discovering the lovely little gifts and samples you include! Thanks for your reliable and generous service...Can't wait to place our next order.
Bronwyn - Cronulla, NSW
