FAQ
General Questions 〰
Do you offer international shipping?
We do not ship outside of Australia at this time.
What is your domestic shipping rate?
- We offer FREE standard shipping on all orders within Australia.
- Express Post is available for a fee of $8.00.
All packages are sent via Australia Post or locally hand delivered in Bicheno - simply send us a message if you would like local delivery! Select dates apply.
How long will it take to process my order?
Once an order is placed please allow 1-2 days to process your order. We will send you an email within 1-2 business days to let you know your order is on the way! Please note: If ordering a handmade quilted toiletry bag, these items are made to order - please allow an extra seven days for your item to be hand made and then processed.
How long will it take to receive my package in the mail?
Approximate Parcel Post standard delivery speeds with Australia Post are:
Tasmania:
- Approximately 2-4 business days
Interstate:
- Approximately 3-6 business days
Approximate Express Post Parcels delivery speeds with Australia Post are:
Tasmania:
Approximately 1-2+ business days
Interstate:
Approximately 1-3+ business days
Please keep in mind with Australia Post,the actual delivery speed will depend on where in each state/territory the item is being posted from/to, and the level of congestion in the delivery network at the relevant time. All delivery times are based on the number of business days items take to arrive following the day of posting.
What do I do if I accidentally entered the wrong shipping address?
If your order has not already been shipped, we can certainly fix that for you! Please send us a message via the contact form below or email us at dougandharvey@outlook.com as soon as possible with your order number and the correct shipping address. Unfortunately, If the order has shipped it is out of our hands.
Do you accept returns?
We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
You will be refunded in the same payment method you previously chose at the checkout and an email confirmation will be sent.
Do you offer wholesale & bulk orders?
We do!
If you are interested in stocking our products in your store, simply contact us here.
If you are interested in placing a large order for your event, (wedding, corporate gifts, party favours, baby shower) Real Estate Agency or Accommodation Business simply contact us here and let us know the designs and quantities you are after and the deadline. Someone from our team will get back to you with a bulk discount price.
Why are your candles made with cocosoy wax?
Our cocosoy wax is a vegan friendly wax that is made up of a blend of coconut and pure soy natural waxes.
It creates a sensational hot and cold scent throw, burns slowly and leads to a longer lasting scent throw.
It is clean burning, producing minimal soot when burned which means cleaner air in your home. Because it is a natural wax it is a great non-toxic option.
Cocosoy wax candles tend to burn longer than those made from paraffin or other wax types, allowing you to enjoy your candle for longer and offers more value.
It is both sustainable and biodegradable making it environmentally friendly and leaving you guilt free!
Are your home fragrance products pet safe?
They sure are! All of our products are made with natural ingredients making them safe for humans and pets. Please keep in mind safety precautions when burning candles in your home with pets and children.
Candles 〰
What happens if I don't burn my candle edge to edge on the first burn?
If you don’t allow your candle to burn edge to edge (melted wax across the entire surface) on the first burn, it may cause tunneling.
Tunneling happens when the wax melts only in the center before being extinguished, leaving a ring of unmelted wax around the edges. The next time you light your candle it will not melt this wax but instead tunnel downwards (referred to as "wax memory"). This can limit the lifespan of your candle, as it reduces the amount of usable wax and will make it difficult to achieve an even burn when lighting your candle again.
To avoid this, we recommend burning your candle for 2-4 hours on the first use, or until the melt pool reaches the edges of the vessel before blowing out.
Why should I trim the wick between burns?
Trimming the wick between burns is essential for maintaining a clean, even burn and extending the life of your candle. A trimmed wick prevents the flame from getting too large, which can cause excessive soot, uneven burning, and reduce the fragrance throw. We recommend trimming the wick to about 5mm before each use. This helps ensure a safer and more enjoyable candle experience.
Make sure to always refer to our burning instructions on the bottom of the candle before lighting your candles for the best results.
Why is my candle sweating?
Sweating is a natural phenomenon that occurs with 100% natural cocosoy wax candles. It happens when the wax releases fragrance oil, especially in warmer environments or during temperature fluctuations.
This is actually a good indication that you have a pure cocosoy wax candle, free from other waxes or additives. The sweating doesn't affect the quality or burn of the candle; simply wipe away any excess oil with a tissue, and enjoy your candle as usual.
Why does my candle top look bumpy after burning?
It is not unusual for cocosoy wax candles to have rough tops after burning. This is a natural occurrence with cocosoy wax because the hot wax is cooling at different rates of speed.
This is a good indication that you have a 100% natural cocosoy wax candle and not a candle mixed with other waxes or additives.
Reed Diffusers 〰
How do I set up my reed diffuser?
Setting up your Doug & Harvey reed diffuser is easy! Just follow these steps:
- Remove the stopper: Carefully take out the plastic bung or stopper from the top of the bottle. You may need to use a little force, but be gentle to avoid any spills.
- Insert the reeds: Place the reed diffuser sticks into the bottle. For a stronger scent, insert more reeds, or use fewer reeds for a subtler fragrance.
- Allow the reeds to absorb: Let the reeds soak up the diffuser oil for a few minutes.
- Flip the reeds: After the initial soak, flip the reeds over so the saturated ends are exposed to the air. This will help the fragrance start diffusing more quickly.
- Enjoy your fragrance: Your space will soon be filled with the delightful scent of your chosen fragrance. For an extra burst of scent, you can flip the reeds once every couple of weeks.
Tip: Place your diffuser in a well-ventilated area to allow the fragrance to circulate throughout the room.
Why do I need to flip my reeds?
Flipping your reeds helps to refresh the fragrance. Over time, the oil absorbed by the reeds can become less effective at dispersing the scent into the air. By flipping the reeds, you expose the saturated ends to the air, allowing the fragrance to diffuse more effectively.
Flipping your reeds regularly, about once every couple of weeks, ensures a consistent and stronger scent throw, keeping your space smelling fresh and inviting.
Tip: Be careful when flipping the reeds to avoid any oil spills, and consider doing it over a sink or a cloth to catch any drips.
Why is my reed diffuser not smelling as strong as it used to?
Over time, you may notice that your reed diffuser’s scent becomes less noticeable. This is completely normal as the reeds become saturated with oil, making them less effective at dispersing the fragrance. Flipping the reeds will help to refresh the scent by exposing the saturated ends to the air.
Alternatively, check the diffuser level in your vessel, it may be time for a new one! Check out our diffuser range here.
Are reed diffusers safe to use around pets and children?
Our Doug & Harvey reed diffusers are made from natural ingredients sourced in Australia, making them a safe and eco friendly choice for your home.
Please note, our diffusers are not designed to be consumed. To ensure the safety of your children and pets, please keep the diffusers out of reach, away from curious hands and paws.
Room and Linen Sprays 〰
What are room and linen sprays for?
Room and linen sprays are versatile products designed to refresh and enhance your living spaces with a pleasant aroma. They can be used to quickly add fragrance to any room, freshen up bedding, linens, or clothing, and even remove unwanted odors. Simply spritz onto fabrics like pillows, curtains, or towels, or spray into the air to create a welcoming and relaxing environment. Our room and linen sprays are hand poured with care, using high quality ingredients that ensure a fresh and delightful scent.
How long does the scent last after spraying?
The longevity of the scent from our room and linen sprays can vary depending on the environment and the type of fabric or surface it's applied to. Generally, you can expect the fragrance to linger for up to a day or so in the air and up to a few weeks on fabrics like linens, pillows, and clothing. It's the go-to way to quickly refresh your bathrooms, bedrooms and even your car's interior. For a longer-lasting effect, you can reapply as needed. Our sprays are crafted with high quality ingredients to ensure a consistent and delightful scent that swiftly freshens up your room or fabrics with ease.
Can I use Room and Linen Sprays in the car?
Yes, our room and linen sprays can be used in a car to freshen up the interior and create a pleasant atmosphere. Simply spray lightly onto fabric surfaces like seats, floor mats, or the air for a quick refresh. Be sure to avoid spraying directly on leather, electronics, or other sensitive areas. Our sprays are designed to provide you with a quick and easy solution to odour control, making them perfect for keeping your car smelling fresh.
Where should I store my Room and Linen Spray?
To maintain the quality and longevity of your room and linen sprays, store them in a cool, dry place away from direct sunlight and heat sources. Make sure the cap is securely closed when not in use to prevent evaporation and preserve the fragrance. Avoid storing the sprays in extremely hot or cold environments, such as in a car during extreme weather. Proper storage will help ensure that your sprays stay fresh and effective for as long as possible.
Quilted Toiletry Bags 〰
What makes your quilted toiletry bags unique?
Each of our quilted toiletry bags is a true labor of love, carefully sewn by us in Tasmania. We take pride in our attention to detail, ensuring that great care is taken and we love that our bags are uniquely handmade, with no two bags ever being exactly the same. The quilted texture not only adds elegance but also provides durability and protection for your essentials.
Why are your quilted toiletry bags made to order?
Our quilted toiletry bags are made to order to ensure the highest level of craftsmanship. By creating each bag as they are ordered, we can focus on the quality and attention to detail that define our brand. This approach also allows us to minimise waste and reduce overproduction, making our process more sustainable.
While this may mean a slightly longer wait, we believe it’s worth it to deliver a product that’s been made with care and intention.
How long does it take to make a quilted toiletry bag?
Each quilted toiletry bag is carefully handcrafted, and the process takes 4+ hours to complete. This includes cutting out the fabric, preparing and quilting the material, and sewing it all together. The attention to detail at every step ensures that each bag is made with love and care, resulting in a product that’s both beautiful and practical for you to store your goodies in and for travel.
What are the dimensions of your bags and how many items will it fit?
Our quilted toiletry bags are thoughtfully designed with the following dimensions: Height - 14cm, Width - 8cm, and Length - 19cm. They have been designed to be spacious and can easily accommodate a healthy sized daily makeup collection or range of skincare products. Whether you're packing for a weekend getaway or organising your daily essentials, these bags offer the perfect balance of style and functionality.