Shipping & Returns

Enjoy Free Shipping on Australian orders over $100

All items at kissuu are shipped with Sendle and have a processing time of 3-5 business days after an order has been placed. Any order which takes longer will be notified by kissuu via email.

Please note: Sendle does not send to AusPost Parcel Lockers or PO Boxes. 

All orders do not have a guaranteed delivery time after the order has been shipped and we take no responsibility in delays that are caused by shipping after the item has left us. 

Tracking and Delivery

Orders will have a tracking number attached, that will be sent via email through Sendle. For parcels that are deemed lost or are significantly delayed, the buyer will need to contact Sendle directly to raise the issue. kissuu cannot be held responsible for late or missing deliveries, whereupon a valid proof of shipment and valid tracking number has been provided. 

If delivery is unsuccessful, the driver will leave a collection card and your parcel will be taken to your nearest Sendle partner location for collection. kissuu takes no responsibility for any incorrect or insufficient shipping address details supplied on purchase resulting in lost or missing parcels. 

Loss or Damage in Transit

If you have a problem with your order, please notify us within 48 hours of receiving your parcel to hellonina@kissuu.co with the required photos to lodge a claim. Photos of: shipping box, packaging materials, items as received and the packing slip. kissuu is not responsible for any loss, theft, or damage after a parcel has been successfully delivered by the courier. 

Nature of Product 

We try our best to accept items returned to us, however please note the nature of the product is handmade and can carry minor imperfections that vary from the website images used. This is all apart of the natural nature of the product and cannot be deemed a fault.

Candle jars are made from glass material and candles are made with 100% soy wax, thus can sometimes carry very minor imperfections like faint indents, marks and scratches. These do not in any way affect the performance of our product and the buyer must understand that there is a risk with slight variations between candles. 

Refund & Return Policy

Due to the unique and delicate nature of our products, all sales are final and non-refundable. Please note we do not offer refunds on change of mind purchases, and cannot exchange or refund any customised candles. The only exception to the 'no refunds and no returns' policy is in the case of items that have arrived damaged or defective during shipment, please contact us with proof of damage within 48 hours of receiving the order.