At Utopia Candles, we strive to make your shopping experience as seamless as possible. Below you will find our delivery and returns policy to help answer any questions you may have.

How much does shipping cost?

*All standard shipping within New Zealand is NZ$10, or free for orders over NZ$100.

Shipping to Australia varies and is updated regularly as we use NZ Post. For the most current rates, please refer to our shipping details provided at checkout.

How long does standard delivery take?

Shipping to the North Island takes 1–3 business days, and to the South Island takes 3–5 business days. For rural locations, please allow an additional 2 business days. Shipping to Australia typically takes 7–14 business days. Please note: All delivery timeframes are estimates and may be subject to delays. Utopia Candles will not be liable for losses incurred due to delivery delays.

Do you ship internationally?

Our website currently offers shipping rates to Australia and New Zealand. Due to fluctuations in shipping prices, we are limiting our destinations for now. However, we plan to expand our shipping options in the near future as we open more courier accounts.

How do I track my delivery?

Once your order has been dispatched, you will receive a confirmation email with tracking details. If you have not received this email, please check your junk or spam folder. For further assistance, contact us at utopiacandles.nz@gmail.com

What is your return/exchange policy?

We accept returns within 30 days of dispatch, provided the products are unopened, unused, and in resalable condition. Please note that return shipping costs are the responsibility of the customer. We recommend using a tracked service for your returns. To initiate a return or exchange, email us at utopiacandles.nz@gmail.com with your order number and details of the item(s) you wish to return.

Can I Change My Delivery Address After Placing an Order?

We process orders promptly to ensure timely delivery. If you need to update your delivery address, please contact us as soon as possible at utopiacandles.nz@gmail.com or text us at +64 21 077 4060.

We will do our best to accommodate your request if the order has not yet been dispatched.

Let me know if you'd like any further refinements!

Additional Information

Please note that during peak promotional periods, dispatch times may be delayed by up to 48 hours. We are continually working to improve our shipping processes to provide faster and more reliable delivery options for our customers.

Thank you for choosing Utopia Candles. If you have any further questions, please don’t hesitate to reach out to us!

Are Utopia Candles vegan-friendly?

Yes! All Utopia Candles are crafted with 100% organic soy wax and are free from animal-derived ingredients, parabens, and phthalates. We are proud to offer a vegan-friendly and cruelty-free product.

How long will a Utopia Candle burn for?

Our candles are designed for long-lasting enjoyment. In ideal conditions:

• 280–300g candles burn for up to 60 hours.
• Burn times may vary based on factors such as wick trimming, burn duration, and candle placement. For optimal results, please follow the enclosed burning instructions.

Do I need to trim my candle wicks?

Yes. To ensure a clean and even burn, trim the wick to 7mm before each use and ensure it is upright.

Why should I burn my candle for more than 1 hour but less than 4 hours?

Burning your candle for less than 1 hour may cause tunneling, where wax remains unmelted around the edges. Burning for longer than 4 hours can cause the wick to become too long, potentially overheating the jar or causing soot buildup. For best results, burn your candle within this time frame.

Why do you recommend stopping when 10mm of wax is left?

When the wax level drops below 10mm, the heat from the flame may not be adequately absorbed, which could lead to overheating or cracking of the glass jar. Please discontinue use at this point for safety.

Why is there black residue on my candle jar?

Black residue, or soot, may form if the wick is not trimmed to 7mm before each burn or if the candle has been burning for more than 4 hours. To remove soot, gently clean the jar with a dry paper towel.

What is the Utopia Candles Reuse and Refill System?

We are committed to sustainability and encourage our customers to reuse our high-quality glass jars. Once your candle is finished, you can clean the jar and repurpose it for storage or decor. Additionally, we offer a refill service—simply return your jar to us, and we’ll refill it with your favorite Utopia candle scent at a discounted rate. For more details, visit the Reuse & Refill page or contact us.

Why are some fragrances stronger than others?

Fragrance intensity can vary due to the unique blend of notes and their concentration. Environmental factors and individual scent perception also play a role. Some scents, like citrus or tropical fruits, are naturally more vibrant, while others, like musk or vanilla, create a subtle, lingering aroma.

How do I care for my Utopia Candle to ensure longevity?

For the best experience, follow these tips:

• Trim the wick to 7mm before each use.
• Burn your candle for at least 1 hour but no more than 4 hours at a time.
• Keep the candle away from drafts and direct sunlight.
• Store in a cool, dry place when not in use.
• Remove unusable wax & clean your candle vessel.

Can I use more than one promotional code on my order?

Unfortunately, only one code may be applied per order.

Will My Order Come with an Invoice?

In our commitment to sustainability, we have transitioned to a paperless service. An electronic receipt will be emailed to you upon purchase. We recommend keeping this receipt as proof of purchase in case you need to return your candle.

Do you gift wrap?

Absolutely, however you will be required to cover the cost for the gift wrap.

How do I use a gift card to make my purchase?

Gift card codes can be applied during checkout. If you require further assistance, please contact utopiacandles.contact@gmail.com.

I've ordered the wrong thing, what do I do?

If you have ordered the wrong item, provided it hasn't yet been shipped, we can cancel your order and refund you so you can order again. Please email utopiacandles.contact@gmail.com for assistance.

Why can't I choose express shipping in the checkout?

We only offer standard shipping in New Zealand and Australia. For international shipping, please contact utopiacandles.contact@gmail.com to arrange a private order.

Can I change my delivery address after I've ordered?

As soon as your purchase is complete, we begin the handling and packing process to ensure timely delivery. If you have provided an incorrect or incomplete delivery address, please email utopiacandles.contact@gmail.com or text +64210774060 as soon as possible, and we will do our best to assist if your order has not already been dispatched.

Do you offer personalized orders?

Yes! We offer personalized options where customers can choose their own scents, colors, and designs, including crystals or wax decoration toppers. For personalized orders, please DM us Utopiacandles.nz or email utopiacandles.contact@gmail.com to discuss your preferences.

What is a pre-order?

A pre-order allows you to purchase a candle that is crafted just for you before it has been made. Due to the personalized nature of pre-orders, longer wait times may apply. Pre-ordered candles are perfect for creating meaningful gifts for special occasions like anniversaries, birthdays, or weddings.

When will my order be shipped?

Once your candle has been handcrafted and fully cured (a process that takes approximately 3 days), it will be carefully packaged and shipped to you. Please allow up to an additional week for production time to ensure your candle meets our high-quality standards.

How will I know when my pre-order has been shipped?

You will receive a shipping confirmation email with a tracking number as soon as your pre-order has been dispatched. This ensures you can follow its journey to your doorstep.

When do I pay for pre-order items?

Payment is required at the time of placing your order to secure your pre-order and begin the creation process.

At Utopia Candles, we want you to be completely satisfied with your purchase. Our refund policy allows customers to request a refund within 30 days of purchase for unused and unopened products.

To request a refund for an unused candle:

• The candle must be in new condition.
• The wick must not be burnt.
• The product must be returned in its original packaging.

To initiate a return, please contact us via email at utopiacandles.nz@gmail.com with:

• Proof of purchase.
• The reason for your return.