Australia’s most iconic fine stationery
store in the heart of the Hunter Valley
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Shop 7, Hunter Valley
Gardens Village, Broke Road,
Pokolbin, NSW, 2320
10am to 5pm 7 days per week
T: +61 2 4998 6551
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Home>FAQ

FAQ

 

FAQs

Order Information 

Payment Information 

Gift Certificates 

Miscellaneous 




Order Information


How do I place an order? 

 

  • Browse the website and add any items you wish to purchase by specifying the quantity and clicking Add to Cart 
  • After you have added the last item you wish to purchase to your shopping cart, click View Cart to proceed to Checkout 
  • Log in to your existing account or create a new account 
  • Enter the shipping address 
  • Select the shipping method to be used to delivery your order 
  • Enter the payment type 
  • Enter the credit card details if you are paying by MasterCard or Visa 
  • Review the order details and click Submit Order.
  • If you are paying using your PayPal account, log into your account, ensure the order details are correct and submit the payment

How do I know if an item I ordered is on back order? Most of our products are in stock. Generally we do not accept back orders for products that are out of stock.


Can I cancel or change my order? Orders can be cancelled or changed if they have not been shipped. Please be aware that orders are generally shipped within one working day, so it is advisable to call us on our support number (02 4998 7099) as soon as possible when you want to cancel or change an order.


How can I check the status of my order online? You can follow the fulfilment status of your order from the My Account section of our website. After your order has been fulfilled, a confirmation email will be sent to the email address you provided. You will also be emailed with  an Australian eParcel tracking number.  You can track the shipping status of your order at www.auspost.com.au/track.


Can I place an order from a foreign country? You can place an order from a foreign country; however orders can only be shipped to an Australian postal address.


Payment Information


What forms of payment are accepted? We accept MasterCard, Visa and PayPal and Direct Deposit. If paying by direct deposit please pay using the deposit details shown. Shipment will be held until payment has be cleared which can take 2-3 days from the time you pay.


How do I pay with PayPal? You will be transferred directly to your PayPal account once your order details are confirmed. PayPal payments can be in the form of credit cards, your PayPal account balance or a bank account linked directly to your PayPal account.


When is my credit card charged? When you place an order using a credit card, the total dollar amount is authorised by your credit card company at the time of your purchase. Once this amount is authorised, your credit card will be debited the total amount of the order and the funds held in a secure authorised funds account. The order is then processed and fully billed when it is shipped from our warehouse. At this point, the funds held in the authorised funds account are transferred to our merchant account.

If you place an order and change your mind before the order is shipped, the order can be cancelled and the funds held in the authorised funds account will automatically expire after 7 days and be refunded to your credit card. This is standard practice for most online retailers.

If your credit card is declined when placing an order then your order is automatically cancelled.


Is my credit card and account information secure? Candelabra is a safe and secure site. We have advanced SSL (Secure Socket Layer) encryption and authentication software in place to ensure that your credit card and account details remain secure.


Gift Certificates


Can I purchase a gift certificate online? Gift certificates can be purchased the recipient specified. Recipients of gift certificates receive an email with a link to the store and a code to apply the gift certificate amount when they place an order. Gift certificates are always sold as electronic items, and are never shipped as physical goods.


How do I redeem a gift certificate? If the total amount of the gift certificate is not applied with the first purchase, the amount remaining is displayed with order confirmation, and the certificate code can be used again.


Is there an expiration date for gift certificates? Gift certificates expire after 12 months from the date of issue.


What if I lose the details of a gift certificate? Please treat gift certificates like cash, as there are non-transferable and non-refundable. If you lose the details of a gift certificate, we may be able to reissue you with the certificate code. Please email us at enquiries@candelabra.com.au with your details and we will get back to you as soon as possible.


Miscellaneous


Can items be gift wrapped? We offer gift wrapping on most of our products. Gift packaging is not available on heavy/large items.  The products are elegantly wrapped in  glossy paper and matched with ribbon bow. There is a charge of $7.50 per wrapped item. Gift messages can be included with gift wrapped items. These messages can be specified during checkout/payment.


Are rebates and redemptions available? From time to time we offer special offers of cash back or free gifts which are promoted by product manufacturers. Please note that we are not responsible for the fulfilment of these offers.

 

Maximum freight cost $4.95 per order
anywhere in Australia, regardless of how
many items you buy - awesome value!

We accept