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FAQs

 

PRODUCT FAQs

 

What is the difference between your VIP tribe membership and your subscriptions?

The VIP tribe membership is $14 per month and recieves:

- 20% off ALL products

- FREE shipping on ALL orders

- FREE gift with the first order of every month

- Flexibility to order whenever they like can be every day one month and only once the next month

- Ability to purchase for a friend and send direct to them for a gift or birthday and still getting the benefits listed above when purchasing for someone else.

The VIP tribe membership can be cancelled at any time.

 

The subscription service receives:

- A 10% discount on their particular subscription product

- A greater discount if they bundle products e.g. subscribing to 2 or 3 candles gets greater discount than subscribing to one candle

- Shipping is not automatically free. It is free if the order is over $50

- The same order is delivered to your doorstep each month cheaper than if you were to buy it as a one off and with the ease of never having to go online and order again.

The subscription can be cancelled at any time.

 

BUDDY & ME FAQs

 

Can I find your products in stores?

We are proud to say no! We do business a bit differently here! We have cut out the middleman.. So basically we do not wholesale to anyone. You can purchase Buddy & Me direct from us…

Why you ask? Well that allows us to have full control over prices.. We can offer you the best prices..And we have made all of our products even more accessible than popping into a store.. You can order from us anytime from anywhere… even in your pj’s or enjoying a glass of wine!

You can see more about our story here.... 

 

Why are Buddy & Me candles different to other brands?

 Well…. Most small candle companies hand pour their candles which allows for a big difference in consistency. Given natural human margins you could buy a candle from one batch and be happy with the strength or quality and then purchase the next candle from the next batch and be very disappointed with a completely different scent, or strength of scent or overall quality…

Most big candle companies use machinery and so whilst the consistency is there, they often put the least amount of fragrance they can get away with (making candles as cheap as possible to maximise profit)…And they also normally use cheaper waxes like parrafin wax (you would be surprised to know the biggest Australian based candle company uses paraffin wax!). You also loose the hand poured connection as your products are made by machine with no one checking over the final details.. And you loose the personal connection… isn’t it nice to know that someone on the other end appreciates your order, packs it lovingly and carefully and genuinely wants to make your day a bit brighter, your home a bit warmer and your mood a bit happier…

Well… Buddy & Me doesn’t fit any of these moulds.. We have worked really hard to maintain a small business feel whilst using equipment that rivals some of the biggest candle companies! Our industrial candle making equipment was imported from America and allows us to maintain consistency with every single candle (using an automatic, scientific and totally consistent approach by removing human error) but still being able to use the term ‘hand poured’. We believe we are the perfect mix of removing human error, but maintaining a human approach, ensuring consistency but keeping a connection, keeping up with the big guys, but remaining a small guy at heart, and allowing you to deal direct with the designer, manufacturer, packer and owner of the business… rather than a CEO of a factory of people not particularly invested solely in your experience… Your experience with us is all that matters here!

See more about our candles here

 

CANDLES & REED DIFFUSER FAQs

What type of wax do you use?  

We use all natural soy wax. We do not use paraffin wax, hence our candles do not contain the harmful chemicals associated with the use of paraffin. Soy candles burn cooler and last a third longer than a comparable paraffin wax candle.

You can see more about why we use soy wax here 

What type of wicks do you use?

Our wicks are made cotton and are all lead free. We also have the option of wood wicks in our luxe range.

Are Buddy & Me products tested on animals?
 
No, we do not test Buddy & Me products on animals. Our staff, Mate, is however involved in Buddy & Me purely with his love and affection!


What is the difference between the Buddy & Me signature range and the Buddy & Me Luxe range?


Both the Buddy & Me signature and luxe candles are soy wax.

The signature range is our most popular range with a burn time of approximately 80 hours. The signature range has a double cotton wick.

The Luxe range features a wood wick and has a burn time of approximately 65 hours.

==> shop our candles here
 
How do I open and use my reed diffuser?

Buddy & Me diffusers are packaged carefully to ensure the oil from the diffuser does not spill.

Directions: Unscrew wood lid and remove the plastic stopper from the base. Replace wood lid and place the reeds into the base. The natural reeds will absorb the oil and fill your room with a long lasting fragrance. After approximately 2 hours swap the reed sticks round so the top is now sitting in the base and from then on complete this approximately once a week.

HOT TIP: when the liquid from the base of your diffuser has run out dry out your reed sticks and then place them in a linen closet or draw for ongoing fragrance.

==> shop reed diffusers here

Can I buy diffuser refills?

We do not sell diffuser refills. After six to eight months your reeds will also need to be replaced, so we recommend purchasing a new diffuser as a refill would not work effectively second time around.
 
Why does diffuser liquid discolour?

You may see some discolouration in your diffuser liquid over time. This particularly applies to the Vanilla fragrance, due to the composition of the fragrance, however this does not mean your product is faulty. Direct sunlight can also contribute to discolouration of diffuser liquid, so be sure to place your diffuser away from direct sunlight.

Why is there black residue on the inside of my candle?

Black residue may appear on the glass of your candle if the wick is not trimmed. Ensure the wick is always upright and trimmed to 5-7mm before use and each time you re-light your candle. The black residue can be easily removed with a napkin or wet cloth.

 

ORDER & DELIVERY FAQs

 

How do I know you have received my order?

When your order has been placed, you will receive an ‘order confirmation’ email in your inbox. We also receive a copy of this. Be sure to check your junk box too, in case the email has bounced. If you do not receive the order confirmation, please contact us at [email protected] and we will check that your order has gone through.

 

What are your delivery options?

We offer free shipping on all Australian orders over $50. Or a standard shipping rate of $10. We also offer free delivery in the 2440 post code or you have the option of picking up from our showroom.

 

How do I know when my order is dispatched?

 As soon as your order has been dispatched we will send you an email with your tracking details, so you can keep an eye on it's progress. You can also login in to your account and check your order status at any time.

 

Can I cancel my order if I decide I no longer want it?

If you decide that you no longer want your order within 1 hour of placing it, you can email us at  [email protected] and let us know.

Please note that if you contact us after 1 hour of the order being placed, we cannot guarantee that it has not yet been processed. However, we will do our best to accommodate you and cancel the order for you.

 

My order was received damaged, what can I do?

 If you receive your order and it is damaged, please contact us immediately. We will be more than happy to replace the item for you and ensure your new order arrives safely. You will need to send the order back to us via our courier. Once we have received the order we will send out a replacement right away.

 

Can I return my order if I am not happy with it?

If you are not completely satisfied with your purchase, you can return it for a full refund or replacement within 30 days. Returned goods must be in an unused condition with packaging and order confirmation included. Please allow 3-7 days for processing and understand that we cannot refund postage and packaging unless goods are deemed to be faulty. The customer is responsible for return shipping.

 

OTHER FAQs

 

Can I purchase gift vouchers online?

Yes. You can purchase online gift vouchers HERE.


Do you offer discounts for bulk purchases?

We do offer some product bundles which have great discounts for buying multiples of the same product.. Better yet you can save more money and time by subscribing to Buddy & Me find out more HERE