Shipping policy

Last updated:07/08/2026

At Scentroma, we supply candle-making products, packaging solutions, and accessories through a volume-based supply model designed for candle makers, creators, businesses, and growing brands across Australia.

Our shipping arrangements may vary depending on product type, order quantity, availability, production requirements, and delivery location.

This Shipping Policy outlines how orders are processed, shipped, delivered, and managed.

1. Order Processing

Orders are processed after payment has been successfully received and all order details have been confirmed.

Processing times may vary depending on:

  • Product availability.
  • Order quantity.
  • Warehouse requirements.
  • Customisation or special production requirements.

Customers will be notified if there are significant delays affecting their order.

For custom or made-to-order products, production timelines will be confirmed separately before manufacturing begins.

2. Order Shipping Arrangements

Scentroma supplies products through a volume-based purchasing model. Shipping arrangements may vary depending on:

  • Order volume and weight.
  • Product type.
  • Delivery location.
  • Freight method selected.

Depending on the size and nature of the order, shipments may be delivered through:

  • Standard courier services.
  • Commercial freight services.
  • Palletised freight.
  • Other suitable delivery arrangements.

Shipping costs and delivery arrangements will be confirmed during checkout or through direct communication where required.

Customers acknowledge that larger orders may require additional freight planning and delivery coordination.

Shipping Fees and Free Shipping

Shipping fees are calculated based on the delivery location and the applicable shipping method for the order.

As Scentroma supplies products across Australia, shipping rates and free shipping thresholds may vary between states and territories due to differences in freight costs, delivery distances, and carrier charges.

Applicable shipping fees and any available free shipping threshold will be displayed during checkout where available.

State-Based Shipping Rates

Scentroma may apply different flat-rate shipping fees and free shipping thresholds depending on the customer's delivery state or territory.

The applicable rate and threshold are determined by the delivery address provided at checkout.

Free shipping eligibility is based on the qualifying order value shown for the applicable delivery location and does not necessarily apply uniformly across all Australian states and territories.

Scentroma reserves the right to update shipping rates and free shipping thresholds from time to time. Any applicable shipping charge will be presented to the customer before the order is completed.

Large or Specialised Orders

Standard shipping rates and free shipping thresholds may not apply to unusually large, heavy, oversized, palletised, or specialised freight orders.

Where an order requires specialised freight arrangements, Scentroma may contact the customer to confirm the applicable freight cost before dispatch.

Any separately agreed freight quotation will take precedence over standard shipping rates displayed on the website.

3. Bulk Inventory Holding and Scheduled Delivery Arrangements (FLEX)

For customers with large recurring orders, Scentroma may provide a managed inventory holding and scheduled delivery arrangement.

This service is designed to support businesses that require consistent supply while reducing the need to store large quantities of inventory at their own premises.

Subject to approval by Scentroma, eligible customers may arrange for:

  • Large-volume orders to be manufactured or purchased in advance.
  • Products to be allocated and held specifically for the customer.
  • Goods to be released through multiple scheduled shipments over an agreed period.

Examples may include:

  • A customer requiring 100,000 clear candle jars annually may arrange for the order to be supplied through multiple scheduled deliveries throughout the year.
  • Custom manufactured products may be produced in advance and released in agreed batches, reducing the customer's immediate storage requirements.

Payment and Order Commitment Requirements

For approved inventory holding arrangements:

  • Customers may be required to make full payment upfront, or
  • A minimum deposit of 50% may be required before production, procurement, or inventory allocation begins.

For custom manufactured products:

  • Full payment is required once product specifications, artwork, and production details have been finalised and approved.
  • Production will only commence after payment requirements have been completed.

Once products have been manufactured, purchased, or allocated specifically for a customer, the customer remains responsible for the agreed order quantity and payment commitment.

Scheduled Delivery Conditions

Scheduled delivery arrangements are subject to prior agreement between Scentroma and the customer.

Customers acknowledge that:

  • Delivery schedules, quantities, and release timing must be agreed in advance.
  • Changes to agreed delivery schedules may be subject to product availability, production requirements, freight costs, or storage limitations.
  • Scentroma reserves the right to review or adjust scheduled delivery arrangements where circumstances change.

Scentroma's managed inventory service is provided to assist with supply planning and inventory management. It does not constitute unlimited storage, and any storage period or arrangement will be subject to agreement between Scentroma and the customer.

Scentroma is not responsible for delays, additional costs, or impacts caused by customer-requested changes to agreed delivery schedules.

4. Shipping Origin and Freight Arrangements

Products supplied by Scentroma may be sourced through our international supply chain and may be shipped from overseas manufacturing facilities or Australian stock locations depending on availability.

Freight methods may include:

  • Courier delivery.
  • Air freight.
  • Sea freight.
  • Commercial freight arrangements.

Customers will be advised of applicable shipping arrangements where required.

5. Delivery Times

Estimated delivery times may vary depending on:

  • Destination location.
  • Freight method.
  • Product availability.
  • Manufacturing requirements.
  • Customs clearance requirements.
  • Carrier operating conditions.

Any delivery timeframe provided by Scentroma is an estimate only and does not represent a guaranteed delivery date.

Scentroma is not responsible for delays caused by circumstances outside our reasonable control, including but not limited to:

  • Freight carrier delays.
  • Customs clearance delays.
  • Port congestion.
  • Weather events.
  • Industrial disruptions.
  • International supply chain interruptions.

Such delays do not qualify for order cancellation, refunds, or compensation.

6. Customer Delivery Responsibilities

Customers are responsible for providing accurate delivery information at the time of ordering.

Scentroma is not responsible for delays, additional charges, or failed delivery attempts caused by:

  • Incorrect shipping addresses.
  • Missing delivery information.
  • Failure to accept delivery.
  • Customer-requested delivery changes.

Customers should ensure suitable arrangements are available to receive deliveries, including appropriate access requirements for larger shipments.

7. Inspection Upon Delivery

Customers must inspect all deliveries upon arrival.

Any visible damage, missing items, or incorrect products must be reported to Scentroma within 7 days of delivery.

Customers may be required to provide:

  • Photos of packaging.
  • Photos or videos of affected products.
  • Order details and affected quantities.

Claims submitted outside this timeframe may not be accepted.

Please refer to our Return and Refund Policy for further information regarding damaged or defective products.

8. Custom and Made-to-Order Products

Custom products and made-to-order items may have different production and delivery timelines.

Customers acknowledge that:

  • Production must be completed before shipment.
  • Estimated timelines may change due to manufacturing requirements.
  • Custom orders cannot be cancelled after production has commenced, except where required under Australian Consumer Law.

Customers are responsible for approving:

  • Artwork and logo files.
  • Product specifications.
  • Measurements and finishes.
  • Colour references and design requirements.

Customers are encouraged to contact Scentroma before placing custom orders to confirm production and shipping requirements.

9. Customs, Duties and Import Requirements

For orders involving international freight, customers are responsible for any applicable:

  • Import requirements.
  • Customs documentation requirements.
  • Duties, taxes, or government charges where applicable.

Customs clearance delays are outside Scentroma's control and do not qualify for refunds or cancellation.

10. Contact Us

For shipping enquiries, please contact:

Phone number: 1300 795 776

Email: sales@scentroma.com.au

Address:

Scentroma Group Pty Ltd
Unit 8, 2-6 Apollo Ct
Blackburn VIC 3130
Australia