Can these products be taken Overseas? Yes they can be taken all over the world! However if you are asked to declare a timber product in the country you are entering you must declare the Banksia products as this.  We do not provide a document for use when travelling through customs.

Are the products treated? No, we don’t treat our products. We find the chemicals harmful to us and the environment. We also note that customs are not accepting of this process in any case.

How big are the Aroma pods? The mini Aroma pod measures approximately 7cm in circumference and the medium Aroma pod measures approximately 9cm in circumference.

How much oil should you put in the pod? You should put roughly 1-2ml of oil in the pod.

Can I change the oil in my Aroma Pod? YES, you can change the fragrance by adding your own essential oil instead of topping up with Eucalyptus.  Wait for the Eucalyptus to completely dissipate and add whatever you choose.  This can be done over an over again!

Will the oil leak through the bottom of my Aroma Pod? Each Aroma Pod is tested to ensure they don't leak. However, the Aroma Pod is made from a naturally porous material and it is recommended that something is placed underneath to protect painted or highly polished surfaces. 

How often do you fill the Aroma Pod with essential oil? It depends on the quality of the essential oil and how much has been put into the pod. If no smell is present, simply pop more essential oil into the pod.

How long will the Aroma Pod last? The Aroma Pod is guaranteed to last a lifetime. 

Are the Tea Light Holders safe to use? The Banksia seed pod is designed to withstand bush fires. In fact, the Banksia Grandis relies on fire for re-germination.  In a bush fire the 'eyes' of the seed pod open up and the seeds fly out.  The pods are often left remaining on the tree or on the forest floor merely charred.  As with ALL candles, ours come with strict WARNINGS about how they are best handled. Please see the following:  Never Leave Burning Candles Unattended Place Holder on a level surface, in a well-ventilated area.  Trim candle wick to 10mm before lighting.  Only suitable for use with tea light candles sized 38x15mm, in a foil cup. 

Shipping

Shipping rates vary depending on the dollar amount spent, this is calculated at checkout before confirming your purchase. Orders over $50 qualify for FREE shipping within Australia (not available to stockists/wholesale orders).

Shipping times will vary depending on your location. We ship from the Gold Coast, QLD, Australia with Australia Post.

Orders placed from eastern Australian capital city areas will arrive between 2 to 5 business days, Perth 5 to 10 business days. Orders placed in regional areas can take between 4 to 14 business days. 

We also offer an express service. This is calculated through Australia Post. The cost and arrival date is shown at checkout before confirming your purchase.

International shipping rates are calculated through Australia Post and will vary depending on your location. An estimated time of arrival and exact shipping cost will be calculated at checkout before confirming your purchase.

If your order is placed on Friday, Saturday or Sunday it will not be shipped until the following Monday. Orders placed before 12pm on any other working day will leave that same day (unforeseen circumstances may lead to your order being shipped the day AFTER it is placed). Orders placed after 12pm will leave the following working day.

Once your item has been shipped you will receive a confirmation email with your order details. If you selected tracked shipping you will receive this information as well.

This shipping information DOES NOT apply to stockists orders/wholesale orders.  Please contact us directly for lead times as they will vary from week to week.

Returns

Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 business days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hansengalleries@hotmail.com.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hansengalleries@hotmail.com and send your item to: PO Box 37, Biggera Waters, QLD, 4216, Australia.

Shipping
To return your product, you should mail your product to: PO Box 37, Biggera Waters, QLD, 4216, Australia.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

The above information DOES NOT apply to stockists orders/wholesale orders.  If you have any issues with your wholesale order please phone Jess on 0413 522 758.  We are always happy to help you and will ensure any issues you have will be resolved!