Frequently Asked Questions

Here is a collection of common questions our customers have. If these do not answer your question please contact us at help@kookaburraliving.com and we'll be glad to assist you. 

Why are ceramics not included in free shipping?

Due to the weight and fragility of our ceramics we are not able to include them in free shipping at this time. If you are interested in ordering larger amounts and/or special orders, please contact us for proper shipping quotes. 

Are all your products made in Australia?

Yes! We strive for our products to be as natural and ethically sourced as possible. All products are sourced locally and ensured the best quality by our staff. Many Kookaburra Living Products are also Australian Made Campaign verified as 'Australian Made' and 'Product of Australia'.

Will my product match the photos on the store?

Mostly. As our products are all handmade they may slightly differ from the product images shown in our store.  

Do you ship internationally?

In keeping with our brand's ideals of being as carbon neutral as possible, we offer limited international shipping. At this time if you live outside of Australia we ask you contact us for shipping methods and appropriate pricing.

How quickly will my order be sent out and how long will shipping take?

We aim to have your order shipped out within two business days of placing it. As for shipping times, we generally will ship with Australia Post Parcel Service to keep costs down and because they now offer carbon neutral shipping. Once sent, you’ll receive tracking information for your order. If you do require expedited shipping, please contact us once you’ve placed your order and we can quote you on upgrading to Express Shipping.


NOTE: DUE TO COVID-19, SHIPPING TIMES HAVE GENERALLY BEEN PUSHED OUT FROM WHAT THEY USED TO BE SO IT MAY TAKE A FEW EXTRA DAYS TO RECEIVE YOUR ORDER. YOU’LL BE ABLE TO TRACK YOUR ORDER AT ALL TIMES THOUGH.

Can I track my order?

We are proud to partner with Australia Post. All shipping is tracked, insured, and best of all, now carbon-neutral! Tracking information will be sent to your customer email once your order ships. If you need assistance with your tracking, please email us at: orders@kookaburraliving.com

What happens if my order arrives damaged?

We take great care in packing our products for delivery, but accidents may happen! If your product arrives damaged, please email us at: orders@kookaburraliving.com as soon as possible with photos of the damage and your order details so we can resolve the issue as quickly as possible.

What payment methods can I use for purchases?

We accept all major credit cards through our secure payment gateway, Shopify. We now also accept Afterpay for all purchases too.

My candle has these white, ‘wet’ spots visible through the jar, is my candle defective?

Not at all, this is called ‘Frosting’ and is completely normal with 100% natural vegan soy wax candles. As we don’t add in paraffin wax or any other additives to our candles to keep them as natural and clean as possible, sometimes they frost and what that means is that when the wax cools in the glass jar, in some areas, the wax might not completely adhere to the glass, causing the white, ‘wet’ spots. This doesn’t mean that your candle will burn differently or that it is defective in anyway at all. There are ways around this, but we want to keep our candles as natural and chemical free as possible. Should you have any further questions about frosting, please contact us at info@kookaburraliving.com

How can I best take care of my candle?

For all Candle Care tips, please visit our Candle Care page.

How do you minimise your carbon footprint?

Kookaburra Living is extremely eco-conscious and as such, we do everything we can to minimise waste and reduce our Carbon Footprint in the following ways:
We’ve partnered with Australia Post for all our shipping needs. Australia Post is now a 100% Carbon Neutral courier.
We save and re-use all shipping packing materials we receive from suppliers so that there is no wastage.
When we run out of shipping packing materials from what we’ve saved from supplier deliveries, we use 100% bio-degradable packaging peanuts and the Geami Greenwrap system which instead of using traditional bubble wrap, uses a reusable, recyclable and compostable honeycomb structure that works in the same way as bubble wrap along with a sheet of recyclable Kraft paper.
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