Frequently Asked Questions

Where are you based?

Fiction & Flames is an online home-based business located in Dubbo, NSW. Even with no physical store, we ship Australia wide.

How long until my product is shipped?

Apart from personalised candles, all candles are shipped within 1-3 business days.

Personalised candles and 3d printed products will be shipped within 7-10 business days.

How much is shipping?

We offer free shipping for orders over $85 and a flat rate of $6.50 for parcel post and $11.50 for Express Australia-wide!

Do you ship overseas?

Unfortunately, at the moment we only ship within Australia.

Where is my order?

All packages will have a tracking number provided. In the event of a missing parcel, we will wait a further 14-days to ensure the item is not found and delivered. Beyond this, we will replace the item for you.

Can I cancel my order?

We do not offer cancellation of order. However if you change your mind on scent choice please email us within 24 hours of placing your order. If the item is in stock, then we are happy to make that change.

My item arrived damaged

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item with photos of the item at hello@fictionandflames.com, so that we may evaluate the issue and make it right.

Do you use sustainable practices?

All our candles are hand poured by a small business in Australia. Our products are not tested on animals, are free from Parabens, PEGS and contain no animal by-products and therefore vegan friendly.

Are your glasses recyclable?

Yes, our glass jars are 100% recyclable. Simply wipe out with a dry paper towel while the wax is still warm (or soak it in hot water) and then hand wash it as you would any glass, with soap and water.

Can I burn all the way to the bottom?

Stop burning the candle when the wax lower than 1cm. For safety concerns, we do not recommend burning the candle all the way down to the bottom to get the very last scent from the remaining wax as the container may become too hot and the wicks may become unstable.

Why isn't my candle lighting?

Wooden wicks require a bit of maintenance and patience. It may take up 3-5 seconds more to catch fire than the traditional cotton wicks. Sometimes when wicks are too long, they may not catch fire easily. Trim the wicks properly and have another 1-2 tries will solve the problem.

Why is my candle a different colour?

All our products are handmade, we try our hardest to match with every batch but sometimes this isn't possible, Not to worry....the colour does not affect the products in any way.

You still need help?

If the FAQ above did not answer your questions, you may ask help from our support team by contacting us directly via email.