Our Store Policies

We founded Knots & Letters with one goal in mind: giving our customers a fair, rewarding and enjoyable shopping experience. We conduct business according to the same values, knowing that better service equals loyal customers. 

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Candles

Upon placing a candle order, you will receive a PDF proof emailed to you within 2-3 business days, along with a list of fonts to choose from. Here you will have the chance to check that all spelling and details are correct, and let us know of any changes needed. (Along with any font and colour changes) The candle listings include two (2) amendments only. Any additional changes will incur a $5.00 fee per PDF sent. PDF's need to be 100% approved before a candle is made. Once the PDF is approved, your candle will be ready for shipping or pick up within 5-7 business days.

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Rush orders are available from time to time, please contact us prior to purchase for availability, or for express postage options.

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Due to the handmade nature of some of our items, no two items are identical. Some may have flaws or embellishments, but these just add to their uniqueness. Due to the personalised and handmade nature of our products, there are no refunds or exchanges offered on custom items.

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Shipping

We endeavour to have all premade products packed and shipped within 2-3 business days. Unfortunately due to the current climate, shipping times once they have left our hands are out of our control. All items sent come with tracking information. 

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We pack our products in recycled goods to help our impact on the environment. Our items are packed with care and to make it to you in one piece, which doesn't always look the prettiest of parcels on the outside. It's what's inside that counts ♥ 

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We have a flat rate shipping of $14.95 or free shipping over $75.00. We offer Local pick up from the Mudgeeraba or Robina area's, but as we aren't a bricks and mortar store, we will be in contact with you to make a suitable time 

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