Zagara Square Candle

Shipping

We ship worldwide from our Australian facilities. You can expect your order to be dispatched the next business day, if all items are in stock. Some customised products, such as jackets with embroidery and/or lining, may take up to 4-5 weeks to be ready, whilst other personalised ones, including engraved gavels and personalised robe bags, may take 3-7 business days to be ready. We will ship your order altogether once complete.

After your order has been dispatched, you will be provided tracking details to follow its movements.

The below delivery timeframes quoted are estimates only, and may be affected by exceptional circumstances, delays in transport or with Customs, and during busy periods, such as holiday season.

Domestic Orders

All orders within Australia will be shipped Standard, using Australia Post Regular parcels, and charged $15. We estimate deliveries to capital cities to happen in 3-5 business days after dispatch, outside capital cities 5-7 business days, and to regional areas up to 10 business days.

Orders over $200 are eligible for free Standard delivery.

You may elect to have your order dispatched via Express Australia Post, for a $25 flat fee, which will usually be delivered within 1-2 business days for capital cities, or within 3-5 working days for other areas.

Returns/Exchanges

If you are able to provide satisfactory proof of purchase, Ludlows may offer you a refund or exchange provided that the item is:

• Returned within 30 days of reception or store collection
• Not personalised nor customised
• Unused, not worn nor damaged, in its original condition, with tags attached

Please retain proof of postage as the goods remain your responsibility until received by Ludlows.

Ludlows will incur the cost of sending your new item(s).

No refund will be offered for change of mind; however, a credit note may be issued in the event an exchange is not suitable at the time of the return.

Except in the event of a faulty item, refunds are exclusive of shipping and handling. Once refunds are approved, they will be issued within 2 weeks via the same method of payment used for the initial purchase.

Return Process

• Contact us via email or telephone within 7 days upon receiving your order. Please include an explanation stating the reason for your return.
• Once we have approved your request, we will provide you with a return address. Please send the item(s) through your local post office within 3-5 business days from receiving the return form.
• Save your proof of posting/dispatch and tracking information until your refund/exchange has been processed. Ludlows accepts no liability for return items during transit.
• Our expert team will inspect all returned goods. For faulty item claims, a repair or exchange will be provided where available. Alternatively, a refund will be processed upon confirmation of the fault. The funds will then be credited back to the original bank card or online payment account.
• Ludlows will contact you to confirm the exchange, credit note or refund where applicable.

Please note: we reserve the right not to process a refund if the items are returned in an unsuitable condition.