Frequently Asked Questions

Standard shipping is NZ$6.99, or free for orders over NZ$100.

We dispatch orders Monday–Friday.

Most orders ship within 2 business days. During peak periods, dispatch may take up to 5 business days.

You’ll receive a shipping confirmation email with a tracking number as soon as your order is on its way. Please allow up to 1 business day for tracking updates.

*All delivery timeframes are an estimate only and Glasshouse Fragrances will not be liable to you for losses suffered or incurred due to delivery delays.

Shipping to the North Island takes 1-2 business days, and to the South Island takes 2-3 business days. For rural locations or orders containing Dangerous Goods (Fragrance Diffusers) please allow for an additional 2 business days. Orders containing a diffuser cannot be delivered to a PO BOX.

Please note order dispatch may be delayed up to 48 business hours during peak promotional periods.

**Please note that we are unable to deliver fragrance products or samples (including eau de parfum, interior fragrances, and fragrance diffusers) to the Chatham Islands or Great Barrier Island. For more information, please contact our customer service team.**

If your tracking says “delivered” but you haven’t received your order:

Check around your property (front door, letterbox, garage, etc.)

Confirm with household members or neighbours

If still not located, email us at help@nz.glasshousefragrances.com

Please note: If a parcel is left in a safe place and goes missing, Glasshouse Fragrances cannot be held liable.

As soon as your purchase is complete we begin the handling and packing process so we can get your items to you in a timely manner. If you have provided an incorrect or incomplete delivery address please call +61 2 9757 3080 Mon-Fri 9am-4pm AEDT or if after hours email help@nz.glasshousefragrances.com and we will do our best to assist where your order has not already been dispatched.

We currently ship only within New Zealand via this website.
For delivery to Australia or the USA, please use the country selector at the top of the page.

Yes, we accept change-of-mind returns if:

You contact us within 30 days of dispatch, and the product is unopened, sealed, and in its original condition.

Please note: You will need to cover the return shipping cost and original delivery fees are non-refundable.

Changed your mind? We'll exchange your item for a product of equal value.

Received the wrong item? We'll send the correct item or issue a refund.

Product damaged or faulty? We'll offer a replacement or refund, at our discretion.

Yes, unless your return is due to a product fault or dispatch error, you are responsible for the return shipping costs.
We also do not refund the original delivery fee.

Once approved, refunds will be returned to your original method of payment.
Please allow processing time for the funds to appear in your account.

We strongly recommend keeping proof of postage and tracking.
We are not responsible for returns that are lost in transit without tracking evidence.

Please email our Customer Service Team at:
📧 help@nz.glasshousefragrances.com
Include your order number to help us assist you faster.

Our products are not tested on animals, are free from Parabens, PEGS and contain no animal by-products and can be considered as vegan friendly

In ideal conditions, 760g candles burn for up to 100 hours, 380g candles burn for up to 65 hours, and 60g candles burn for up to 20 hours.
Please note that we aim to ensure all of our candles are as long lasting as possible however burn times do vary based on a variety of factors. These include candle maintenance (whether wicks are being properly trimmed and are centred), the length of each continuous burn time (a longer burn that results in a deeper melted wax pool has the tendency to evaporate faster), candle placement (air-conditioned and drafty areas may effect burn times) and the age of the candle. To get the most out of your candles we always advise that you follow the enclosed burning instructions.

A 250ml Glasshouse Fragrances Diffuser will last, once opened, up to three months. Environmental factors, such as direct sunlight and breezes, and also the frequency you flip your reeds, may impact the life of your Fragrance Diffuser. For best performance we encourage you to refer to the enclosed care instructions.

Yes. As the wax level drops, the wicks effectively become longer so we advise that you trim the wicks to 7mm and ensure they're upright prior to each new burn.

This means that Glasshouse Fragrances use some of the highest fragrance loads in the industry to deliver one of the strongest fragrance releases on the market. The fragrance lasts longer and the candle can be burned for a shorter period of time to get the same performance.

Fragrances and how we perceive them can vary accordingly to many different factors, the fragrance style and how the perfumer constructs the fragrance, including the fragrance notes used and their concentration. Our mood, level of alertness or the environment in which we smell them also play a big part in how we experience a fragrance. A fragrance we smell in the morning at 9am may be perceived differently between 1pm and 3pm, when our body’s circadian rhythm is at its most sleepy. This is why we often crave coffee and sugar at this time for a pick me up, as our body’s internal clock and senses slow down. Perfumers will always evaluate fragrances before midday for this reason.
Some fragrances act like a cloud, building over time in a room and lingering, these are often more powdery, feminine fragrances, that use musk or light sugared candy notes - they act like a beautiful scenic backdrop. Whilst other fragrances have concentrations of strong, punchy fragrance notes, these vivacious fragrances are lively and outgoing, they demand your attention; fragrances with caramel, citrus and tropical fruity notes fall into this family.

If you burn for less than one hour the wax may not be melted all the way to the outside of the candle. Once this happens the candle can form a pattern of tunnelling which leaves unmelted wax around the edges, may reduce the overall fragrance throw and eventually may drown the wicks so the candle will not stay alight. If you burn for longer than four hours, the candle wick can become quite long and may fall onto the side of the glass, or heat the glass up.

We ask that you stop burning your candle at the 10mm wax mark as lower than this there may not be enough wax left in the candle to absorb the heat of the flame, which can lead the glass to becoming very hot and/or cracking.

A candle wick requires trimming between burns or if the candle has been burning continuously for two or more hours. The wicks should be trimmed to about 7mm from the wax, only then will the candle stop emitting carbon - the black residue. If there is black residue on the glass of your candle jar, use a dry piece of paper towel and wipe clean.

The fragrance diffuser solution will oxidise after it has been opened. The perfume in the diffuser interacts with oxygen which can affect its colour – just like a sliced apple changes colour when exposed to the air. This shouldn't cause any problems with the performance.

When you purchase a subscription, you'll receive repeat deliveries based on the frequency and duration you select at checkout.
Your payment method will be securely stored and you'll be automatically charged for each delivery, unless you choose to prepay upfront.

Some subscriptions may auto-renew at the end of their term.
If you don’t wish to continue, you can cancel at any time before the next billing cycle.

Yes, you can update, pause, skip or cancel your subscription at any time.
Just follow the link in your order confirmation email or log in via your customer account.

Need help? Contact us at:
📧 help@glasshousefragrances.com.au

You’ll be charged on a recurring basis based on the delivery schedule you selected.
We’ll send you an email before each charge as a reminder.

Yes, subscription items are eligible for return as long as they meet our standard return conditions:

Returned within 30 days of dispatch

Unopened, sealed, and in original condition

See our Returns Policy for full details.

Yes, standard shipping charges apply unless otherwise stated.
If your order qualifies for free shipping (e.g. over $99), it will be automatically applied.

Unfortunately only one code may be applied per order.

All product prices are listed in NZD.

We currently accept Visa, Mastercard, PayPal and Afterpay.

No, we have shifted to a paperless service and do not include an invoice with our deliveries. To request a tax invoice, please email help@glasshousefragrances.com.au with your order details.

Great choice! We do not include invoices with our orders so we are gift-ready.

Gift card codes can be applied during checkout. If you require further assistance please contact help@nz.glasshousefragrances.com

If you have ordered the wrong thing, provided it hasn't yet been shipped, we can cancel your order and refund you so you can order again. Please email help@glasshousefragrances.com.au or phone 02 9757 3080 Mon-Fri 9am-4pm AEDT if you need assistance.

As soon as your purchase is complete we begin the handling and packing process so we can get your items to you in a timely manner. If you have provided an incorrect or incomplete delivery address please call 02 9757 3080 Mon-Fri 9am-4pm AEDT or if after hours email help@glasshousefragrances.com.au and we will do our best to assist where your order has not already been dispatched.

Unfortunately we can only accept one promotional code per order.

Gift bundles are not eligible for promotional discounts (e.g subscriber welcome offer or gift with purchase promotions) unless explicitly stated.

Gift subscription items are not eligible for promotional discounts (e.g subscriber welcome offer or gift with purchase promotions) unless explicitly stated.