Frequently Asked Questions
The Lunaire System
Can I reuse my Forever Jar?
Yes—it’s made for life.
One jar, infinite refills.
How do I refill my candle?
Once your candle is finished, let the jar cool completely. Then pour boiling water inside to lift any remaining wax. Wash with warm, soapy water and dry thoroughly.
If you have a wax melter, you can reuse the leftover wax for a final scent throw. Otherwise, simply discard.
Then insert your next refill and begin again. Same jar. New story.
Are your products vegan?
Always.
We use 100% natural soy wax, devoid of paraffin, petroleum, or parabens.
Nothing harmful. Nothing hidden.
Vegan. Cruelty-free. Beautifully clean
Why is the surface of my candle uneven?
This is the beauty of natural soy wax—it doesn’t always behave the same. You might see light frosting or textured swirls. These are not flaws, but signs of purity.
They don’t affect performance or scent. In fact, they’re proof your candle is clean, plant-based, and lovingly poured by hand.
Why is my candle tunnelling?
Ours are made to burn differently. Unlike traditional jars, our aluminium vessels retain heat as the wax lowers—so even if it tunnels a little at first, the edges will catch up with time.
Think of it as a slow reveal.
On your first burn, let the candle melt for 3–4 hours. After that, just trust the process.
We’ve also made a video to help if you ever blow it out too soon.
How long do the candles burn?
Each refill is available in two sizes:
• Original – up to 30 hours
• Deluxe – up to 60 hours
Burn time may vary slightly depending on your space and burn habits—but each one is designed to last, and linger.
Do you offer scent samples?
Yes—we do.
Our Discovery Set is the perfect way to experience our scent range before committing to a full-size refill.
Forever Jars & Engraving
Is engraving really free?
Yes. Engraving is included, always.
A small detail that makes it yours.
What can I engrave on my jar?
We currently offer text-only engraving for individual orders—names, dates, mantras, initials.
If you'd like to include a symbol (like a heart, paw print, moon or star), email us before placing your order and we’ll let you know if it’s possible.
For brand orders and corporate gifting, we can also engrave logos. Please reach out to discuss your custom brief.
Can I engrave something in another language or script?
Yes, in most cases.
If you're entering a non-English message or special characters, please email us at support@lunaire.au or leave a note at checkout. We'll reach out via email if we have any questions or if something isn’t compatible with our engraving system.
What if my engraving is over the character limit?
The character limit is simply a guide to ensure your engraving looks balanced and beautiful on the jar. That said, we always do our best to accommodate special requests.
If you have a longer message or something more personal in mind, please reach out via our contact form or email support@lunaire.au or simply leave a request i the order notes and we will reach out if we can make it happen.
How often do you release new Forever Jar colours?
We release new Forever Jar colourways once a year.
Each collection is a limited release—when a shade sells out, it doesn’t return. No restocks. No repeats.
Every colour is designed to feel seasonal, intentional, and rare—so if something speaks to you, don’t wait.
To be the first to know when new colours launch, we recommend joining our mailing list or following us on Instagram.
Gifting
Can I send an order as a gift?
Absolutely. Every Lunaire order is beautifully boxed and ships without any pricing inside. You can personalise the jar with engraving, and choose a scent that feels just right.
Can I include a message with my gift?
Yes. Simply write your message at checkout and we’ll include it with your order.
Do you sell gift cards?
Yes. If you're unsure which scent or engraving to choose, a digital gift card makes a thoughtful placeholder—something beautiful now, something personal later.
Available here in multiple values.
Shipping & Delivery
Do you offer free shipping?
Yes. Orders over $99 receive complimentary standard shipping within Australia.
Orders under $99 incur a flat $12.95 shipping fee.
Where do you ship?
We currently ship to:
Australia
New Zealand
USA & Canada
UK & Ireland
If you're outside these regions, feel free to email us—we may be able to arrange a custom delivery just for you.
When will my order arrive?
Each Lunaire piece is prepared and dispatched within 2–3 business days.
Delivery times:
• Standard (Australia): 2–8 business days
• Express (Australia): 1–4 business days
• International: 10–14 business days
You’ll receive tracking info once your parcel is on its way.
Can I order now and ship later?
If you’re purchasing for a future occasion and want to delay shipping, leave us a note at checkout or email us. We’ll do our best to time it just right.
What if my parcel hasn’t arrived?
If your delivery seems delayed or missing, email us at support@lunaire.au with your order number. We’ll investigate it with our shipping partners and make sure your ritual arrives safely.
Subscription
How do subscriptions work?
Subscriptions make your rituals effortless.
By default, your favourite refill is delivered every 3 months—automatically and at a discounted rate. Your card will be charged before each renewal, and your candle will arrive without you needing to place another order. Less admin. More atmosphere.
Can I pause or cancel a subscription?
Yes—always.
You can pause, skip, or cancel anytime through your Lunaire account. Simply log in, manage your settings, and adjust as needed.
Can I add products to my subscription?
You can.
Inside your account, select Edit to update your subscription. Add new scents, remove others, or adjust your mix with complete flexibility.
What happens if my payment doesn’t go through?
If a payment fails, we’ll send you a secure email link to update your card details. Once that’s sorted, your subscription will continue as usual.
Ordering & Payment
Can I buy now and pay later?
Yes, Lunaire offers payment via AfterPay and PayPal, where you can choose to pay in four interest-free instalments for your order.
Can I apply a discount or gift card to my order?
Of course. You’ll find the box to enter your code at checkout—before you confirm your order.
If you ever forget, just reach out. We’re here to help.
How can I make changes to my order?
If you’ve made a mistake or changed your mind, please contact us at support@lunaire.au as soon as possible.
We usually dispatch orders within 48 hours—once it’s been engraved or packed, changes may not be possible. But if we can help, we always will.
I placed a preorder—when will it ship?
Forever Jars and Deluxe Refills are currently available for preorder and will begin shipping in early September.
If your order includes other items, everything will ship together in one parcel to reduce waste and packaging.
We’ll send tracking as soon as it’s on its way.
Returns & Warranty
What is your return policy?
We hope you adore every Lunaire piece—but if something doesn’t feel quite right, we offer a 30-Day Money Back Guarantee on eligible items.
Engraved or personalised pieces are final sale unless they arrive damaged or faulty.
What if my order arrives damaged or incorrect?
Please email support@lunaire.au within 7 days of receiving your parcel, including a photo and your order number. We’ll prioritise your request and make it right.
Do Forever Jars come with a warranty?
Yes. Every Forever Jar is backed by our lifetime promise.
If your jar becomes damaged through regular use, we’ll replace it—no matter how long it’s been.
This warranty excludes misuse or accidental drops, but if you're unsure, reach out. We're here to help.
Custom Orders & Wholesale
Do you offer custom orders for events or gifts?
Yes. We love creating pieces that feel truly personal—whether it’s a scent for your wedding, an engraved jar for your team, or a signature candle for your brand.
Can I engrave a business logo or custom design?
Yes—for corporate gifting and larger orders, we can engrave your brand’s logo onto our Forever Jars. Please email us with your idea and we’ll guide you through the options.
Is there a minimum order for custom or corporate gifts?
There’s no strict minimum, but most orders begin at 5 units. If you’re unsure, reach out—we’re happy to guide you.
Do you offer wholesale or stockist opportunities?
Yes. Lunaire is available for selected retailers, wellness spaces and design-led stores. Email support@lunaire.au to start the conversation.
Can I create a signature scent for my brand or event?
Yes. We offer bespoke scent development for select corporate and custom projects.
Please reach out to enquire.
Contact & Support
How can I contact you?
Email us anytime at support@lunaire.au, or submit a message via our Contact Form. We’ll respond as soon as we can.
When will I hear back?
We typically reply within 1–2 business days. During busier periods, it may take slightly longer—but we’ll never leave you hanging.
What if I made a mistake in my engraving or delivery address?
If your order hasn’t been engraved or shipped yet, we’ll do our best to fix it. Please reach out as soon as possible.
I have a special request—can I speak to someone directly?
Of course. You’re welcome to email us or leave a note in your cart at checkout. If there’s something we can do, we will.
