FAQs

Frequently Asked Questions

How do I track my order?

You can track your order by using the Australia Post tracking link found in your order confirmation email. 

Australia Post Tracking

What is your Returns & Exchange Policy?

Our returns and exchange policy can be found by clicking  here.

Why don't you have a phone number I can call?

Royal Essence is an online only business meaning all of our communication and activities are conducted online. We have a variety of contact methods which can be foundhere if you need us!

BATH BOMBS

At Royal Essence, we ensure that all our ingredients are naturally sourced, non-toxic & safe to use. We make sure that you get products of the highest quality with all nasties excluded. 

We understand individuals may have sensitivities or allergies to certain ingredients. If you have a known allergy, we always recommend reviewing the ingredients list for each product available on our website before using our products.

Our bath bombs are safe to use whilst pregnant and breastfeeding with our bath bombs contains the following ingredients:

  • Sodium Bicarbonate 
  • Citric Acid
  • Grapeseed Oil
  • Fragrance Oil
  • Witch Hazel
  • Polysorbate 80
  • Sodium Lauryl Sulfoacetate
  • Cream of Tartar
  • Skin Safe Pigments

In the event you are unsure, we recommend passing these ingredients on to your dermatologist or doctor to see if you have an allergy to any of our product ingredients.

My tub got stained?

This can happen especially with older tubs that are a bit porous.

To resolve this, if you fill the tub (above the line where you're seeing colour) and add about 1/2 cup of baking soda and let it soak, it will help the colour to lift. After that, take a lemon, cut it in half, and rub it over the affected area.

This should help remove any colour left over!

CANDLES

Getting rid of a candle tunneling issue

To stop the tunnelling we recommend the following: Level out the candle again by removing the higher wax with a knife.

Ignite the wick to make the surface even. Another way to melt the dis proportioned parts of your candle is to use a blow dryer to melt the wax.

How to safely handle your candle

Your first burn should happen for at least 2 hours with all burns after that should not exceed four hours. It is also good to trim the wick of your candle after the first lighting (about a quarter inch above the wax is recommended). This process will ensure that the flame will ignite smoothly and leave no traces of soot.

Never burn your candle with flammable objects nearby including paper, curtains, wick trimmings, and most especially, matches. Always keep your candles out of the reach of children who should be supervised whilst the candle is lit at all times. Ensure the candle jar is cool before handling as we love you, so please don’t burn yourself. Never neglect a burning candle as they have the potential to cause injury and damage including starting fires. Never burn your candle for more than 4 hours as this will make the wick longer and burn at an unsafe length. Speaking of wick length, always make sure it’s about a quarter inch long. Just be safe!

I'm not happy with the scent of your candle

We understand that people have different preference of scents and due to different people having varying sensitivity to smells, it would be hard to find a scent that will be loved by all.

We stand behind all of our high-quality products. If you are not completely satisfied with your product purchase, you may return your unused item(s) at own cost, in their original packaging, within the first 30 days of delivery for a refund minus any delivery fee.

Kindly please check our Returns & Exchange Policy for more information.

Is my candle fragrance synthetic?

As much as possible, we only use essential oils—fragrances that are bestowed by nature. However, there are cases that we want a candle to give off a specific scent. If this smell isn’t naturally available, that’s when we use synthetic fragrances. Rest assured that all our fragrances are paraben and phthalate free.

My candle has separated from the jar, what should I do?

Due to cold weather, our soy wax collapse sometimes and this causes the separation of the wax from the jar. Rest assured that there is nothing wrong with the candle and it does not at all affect its burn quality.

To fix this, simply light your candle following the recommended time of 2-3 hours to melt the sides and this will naturally make the wax adhere to the jar again.

My candle is not burning evenly. What should I do?

Apologies that this has happened. Whilst our candles are handmade, we inspect every candle before they are boxes to ensure the highest quality and correct wick placement.

During burning, the wicks can settle off centre if the lighting instructions are not followed before each light. The wicks that we use are able to melt the candle so that the wax burns evenly on the edge of the jar to create an even wax pool. We suggest that you burn the candle for 2-3 hours at a time to allow it to reach the melt pool on the edge of the jar to prevent tunnelling in the future. Just remember to trim the wicks to 6 mm before each lighting.

To fix the current candle, here are our recommended solutions: Level the candle again by removing the higher wax with a knife. Ignite the wick to make the surface even. Another way to melt the dis proportioned parts of your candle is to blow dry it. Initially burn the candle for 2-3 hours or until the wax has melted all the way to the candle edges. If this initial burning of the candle is less than that, it will tunnel for the rest of the burn.

We hope this information resolves your candle burning issue.

My candle jar has black spitting

As our candles are triple scented, it would be a case of the wick mushrooming due to the fragrance oil reacting to the wick.

As instructed in our box (top flap and base instructions) and also the candle safety instruction on the base of the candle,wicks should be trimmed to approx 2-3mm to remove the mushrooming that causes the black spitting. Once the mushrooming is removed, this should fix this issue and the candle should be burning normally again :)

As we put all of candle safety precautions in the bottom of the glass jar and also on the box, please make sure to follow it so you can enjoy your candle safely.

My candle looks frosted?

Well that is a good sign because that assures you that your candle is made of 100% natural soy. 

The frosted look in 100% Natural Soy Candles is very common and has many names. Some of those names are indicative of their specific traits: "cauliflower bursts", "Frosted", "Snowflakes", "star-bursts". 

Frosting has no effect on the burn quality of your candle and may be more evident in darker colored candles. 

Many Customers look for these frosted bits as it is a natural characteristic of 100% Natural Soy candles. 

Since our candles are All Natural Soy and very Eco-Friendly, we do not add harmful chemicals and preservatives that would normally prevent frosting. 

We do try to minimise the appearance of frosting by switching the pouring temperature and changing the environment the candles are cooled in but it is practically impossible to have a 100% Natural Soy candle without frosting. Temperature shifts can create frosting after the fact as well, so going from a hot delivery truck to an air-conditioned home or a cold delivery truck to a nice and cozy home can definitely affect the candle.

It's just one of those things we grow to love about our 100% Natural Soy candles!

There is liquid on my candle?

That’s a harmless liquid called Soy Sweat. It is caused by differences in temperature, but usually does not occur again after the first burn. It also ensures you that the fragrance oils are being released.

What is the giant ball at the end of my wick?

That is called a mushroom.  

It does not affect the quality of the candle, but it’s better to trim it.

What size are your candles?

Our candles are approximately 12 cm in height, and 10 cm in diameter. 

Wax weight is approximately 350 grams with our Candle weight being approximately 1 kg.

Why is my candle has no scent?

It's disappointing to receive this feedback as all of our candles are triple scented with 10% fragrance, which is the maximum we can put in any candle.

What I can do for you is offered to refund the purchase price (MINUS SHIPPING FEE) of the candle under our Customer Satisfaction Guarantee once the candle and jewelry items have been returned (at your expense).

REED DIFFUSERS

Are your Reed Diffusers child and pet friendly?

Our Reed Diffusers come with a safety brochure outlining the necessary precautions for when using them. The actual diffuser vessel which emits the fragrance, is safe for use around both children and pets however, please ensure it is kept out of reach of children and pets as like any solvent, is poisonous when ingested. 

How long do your Reed Diffusers last?

Royal Essence Reed Diffusers have been designed to last for up to 3 months but this time will vary dependent on how frequently you turn the reeds. We recommend turning the reeds once every 2 weeks to ensure a lasting fragrance.

I have allergies. Can I use your products?

At Royal Essence, we ensure that all our ingredients are naturally sourced, non-toxic & safe to use. We make sure that you get products of the highest quality with all nasties excluded. 

We understand individuals may have sensitivities or allergies to certain ingredients. If you have a known allergy, we always recommend reviewing the ingredients list for each product available on ourwebsitebefore using our products. In the event you are unsure, we recommend passing these ingredients on to your dermatologist or doctor to see if you have an allergy to any of our product ingredients.

 GIFT CARDS

I wanted to buy your products and have it as a gift, but I'm not yet sure what scent should I get

Not sure what scent, or product a loved one would want? That's easy!

Let them choose with our digital Royal Essence gift cards.

Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees.

JEWELLERY

Can I choose my jewellery surprise design?

All of our Jewellery surprises are randomly placed in our products during the product process. 

The Royal Essence Jewellery range consists of many different designs, so your unique Jewellery surprise can be any one from our large collection, which is all part of the surprise! 

We like to think of it like a Kinder Surprise for Adults! 

Did you know we have a buy, sell, swap group on Facebook? Head over to Facebook, search forRoyal Essence Buy Sell Swap and Chat, to see all of our valued customers wanting to buy, sell or swap their Jewellery surprises. You never know, you may find that Jewellery item you have been searching for!

Do I get a chance to win a $5000 ring on top of getting a Sterling Silver ring?

Yes of course! We want our customers to get the highest quality ring EVERY TIME they discover their surprise. ON TOP OF THAT, you are still in the running to win a ring up to $5000 in every product you get! WIN WIN! So like I said earlier… every product now comes with a guaranteed sterling silver ring with a minimum RRP of $90. And if you are our big winner, you will see an additional winning ticket along with the already won sterling silver ring.

How do I care for my Sterling Silver Ring?

Bleach, ammonia and chlorine can damage or discolor sterling silver rings. Be sure to remove sterling silver jewelry before handling common household cleaning chemicals and before swimming in a chlorinated pool or hot tub.  A non abrasive cloth is recommended for cleaning to prevent scratching. 

How do I share my photo with you?

So many ways to share your photo with us. You can post it on our Facebook page.

Or you can post it on your own social account and simple use the hashtag #RoyalEssence or you can even upload it on our Reveals page.

I discovered a $150 RRP ring from my $49 candle, how is that possible?

Well that's the beauty about winning isn't it? It’s always more than what you expected it to be. And this is only possible because we have been working really closely with our jewellery manufacturing partners to bring you the highest quality rings on the market. And not only that, since we are now able to purchase in bulk we can offset our costs and offer you even higher valued jewellery. The RRP is not the price we purchase at, but the price a jewellery retailer would sell for. Just like how wholesale and retail prices would be different. Or even annual sale prices, which are almost 50-70% cheaper than retail price.

Our aim is to provide you with the highest value rings without increasing costs.

I don't have a jewellery surprise inside my item

Oh no! That's not the Jewellery reveal experience we want for our customers. As all of our products are hand made, this can happen from time to time. If your Jewellery surprise is missing from you product, then please contact our friendlyOnline Customer Service Team who will be more than happy to resolve this for you. 

I tried appraising my ring but its not working?

Oh no!We are sorry to hear your jewellery code is not working.

All our jewellery codes are unique and case sensitive so you may see an error if the code is not entered exactly as it appears.

You cansend our Online Customer Service Team a photo of your tag, and we'll be more than happy to tell you the RRP of your jewellery.

I tried selling my rings to a pawnshop

Now we understand that some of you might have accumulated a ton of rings from all the products you have so lovingly bought from us and you don’t have the space to keep them all. But here’s the thing with Pawn Shops. Pawn shops purchase items for the purpose of reselling them. The price they quote will always be much lower value than the RRP to be able to make a profit for resale. The RRP that we set is what THEY would sell it for to the end consumer.

So it’s important to consider the margins they put into play to make a profit out of the ring you wish to sell. 

Try visiting our Facebook group Royal Essence Buy Sell Swap to sell, exchange your ring and link up with other Royal Essence fans!

I've ordered a wrong size. Can I have it changed?

Once your order has been placed, unfortunately, you can’t make any changes once you’ve completed the checkout process, since we send your order information directly to our warehouse system for a speedy delivery.

Do you know that we have a Facebook group where you can link up with other Royal Essence customers who want to Buy, Sell or Swap their Jewellery surprises where you may find your ring in the correct size?

Please check it out. Who knows? You might find the correct size and even a design that you are looking for!

My code is not working

All our Jewellery codes are unique to Royal Essence and case sensitive so if it's not entered correctly into our Appraisal page, you will see a "code is not valid" message. In this case, please check the code being entered and ensure its entered exactly as it appears. If you feel the code has been entered correctly and is still not working, then please contact ourOnline Customer Service Team who will be more than happy to assist you.

My ring doesn't fit

Oh no! We are sorry to hear your chosen ring size doesn't fit. 

Did you know we have a ring sizing guide available on our website? It can be foundhere. We recommend using this guide before placing an order to help you choose the right ring size for you. 

Not sure what to do with your ring that doesn't fit? Head over to ourFacebook group where you can link up with other Royal Essence customer's wanting to Buy, Sell or Swap their Jewellery surprises! You never know what you will find!

What is a sterling silver ring?

Our new range of sterling silver rings are rings made with 925 sterling silver base metal. Sterling silver is 92.5% silver mixed with 7.5% copper. Silver in itself is a soft metal and needs a sturdier metal to be mixed with to be able to hold itself when made into jewellery. Our sterling silver rings have RRP ranging from $90 to $500 with semi precious or man made stones, with unique and gorgeous design that we know you will love!

You can also check out or Sterling Silver Jewel 101 video by clicking here

What is RRP?

RRP stands for Recommended Retail Price. Simply put - It means the price you will pay for the ring if you buy it from a retail store. It’s important to remember that different retail stores will assign different RRPs to the same product however the RRP that we set is the price we would sell our rings for if we had our own retail store.We determine our RRP by two factors, the first one is advice from an independent local jeweler who base these on  the replacement value of the jewellery. Essentially means it’s the cost of the jewellery piece if it was to be made again. Raw materials, craftsmanship, overhead and labour costs are factors that affect this value.

The second factor that  determines RRP is the average MSRP (Manufacturer's Suggested Retail Price). Our suppliers give us as a guide on how much the jewellery would sell for in a retail environment both online and in physical stores.

After carefully taking all these factors into consideration, we set the Recommended Retail Price for your jewellery. RRP's can also be set by the brand. You will sometimes find a simple sterling silver ring band,  sold in a high end jewellery store for 5 times the RRP price from your local jewellery store.

We try to be as fair as possible in setting the RRP of our product, so you are rest assured you are getting the right value for the lovely rings that you have won.

You can discover the RRP of your jewel by clicking here

What's the value of my jewellery?

The beautiful jewellery inside your product will have a recommended retail price (RRP) above $90. Every jewel inside your product will have a tag that indicates an RRP code for its value. All you simply need to do is head over to our website and enter your code into the appraisal section to reveal your RRP. It's that simple! If you got a $5,000 ring tag, please contact our Online Customer Service Team so we can send you details on how to claim your prized jewel.

Your website is showing I could get a ring with $90 up to $5000 value, but candle says the ring value is around $10 - $2000?

 Please accept our apology about the confusion this has brought. We know that getting a candle that says the jewellery is between $10 - $2000 and having an advertisement saying that rings are from $90 - $5000, is really confusing.

To clear things up, we used to have $10 - $2000 before which is written in the old packaging (we are still using some), however as we wish to provide you, our valued customers great surprises, we decided to increase the value of our jewellery which is now from $90 - $5000. Rest assured that the ring you will be discovering will be between $90 to $5000.

If you think that you have revealed a jewellery that is less $90, please contact our Online Customer Service Team with a photo of you ring, and we'll be glad to have it checked for you.

PROMOTIONS

I have two or more promo codes. Can you use it in one purchase?

Please be advised that you can only use one promo code at a time.

I missed out a promotion

No worries.We always have promotions in the future that you can definitely look forward to.

Please do not forget to subscribe to our Facebook page and email list so you do not miss out next time!

Why is the promotion not available in my country?

We are trying our best to serve our customers in other countries, however there are logistics issues we are trying to resolve at the moment.

We are working on something special for all of our international customers once this has been fixed. In the mean time, you can subscribe to our email list so you will receive promotions in the future.

 

 

REWARDS PROGRAM

Do you have a rewards program?

At Royal Essence, we value our customers and want to reward you each time you make a purchase. Our rewards program allows you to earn points for every dollar spent and then redeem them for products from our online store. The more you spend, the more you earn!! More information about our rewards program can be foundhere

Why is my Rewards Points not showing?

To receive rewards points, you need to be logged into your account when placing your order otherwise no rewards points will be earnt.

To ensure you receive points on all future orders, just log into your account before placing you order.

If in case you have placed your order but forgot to sign in to your Rewards profile, contact our friendly Online Customer Service Team with your order number and we'll be glad to check it out for you.

WHOLESALE

Are bulk discounts available?

We have a dedicated Wholesale channel which includes a dedicated Wholesale website & Wholesale pricing for those customers who wish to become a Royal Essence Wholesaler. To get started, simply complete the Wholesale Reseller application and we will contact you.

Thinking of being a Royal Essence Retailer?

We can come up with a few reasons why you should be. Our retailers are dedicated sellers and we are excited to know that customers around Australia are eagerly awaiting to purchase our products through their local stores and boutiques.

Find out more about retail and how to become a seller by clickinghere.

 

PAYMENT

Do you offer payment plans?

Here at Royal Essence we try our very best to offer you a payment plan that suits you. Please click here to check out our availablepayment plans.

How can I make a payment?

Here at Royal Essence, we offer a lot of payment options for you.

We accept credit cards (Visa, MasterCard & AmEx), ApplePay, GooglePay, PayPal, and Shopify Pay.

My promo code not working

Oh no! That's not what we want to hear. We recommend to check the code has been entered correctly during the checkout process and the promotional code is still valid. All of our promotion codes have expiry dates so using an expired code won't work. If your code is correct and still valid, simply contact our friendlyOnline Customer Service team who will be able to fix this for you.

What happened to Zippay?

To provide you an exceptional customer experience, and after taking into consideration all your comments and suggestions , we have decided to have an exclusive partnership with AfterPay.

Keep up to date with our latest news by subscribing to our email list via our website www.royalessence.co

Should you have further concerns, please feel free to contact our friendly Online Customer Service Team.

SHIPPING

Can I change my delivery address after placing my order?

Once an order has been placed, changes to the delivery address can only be made if the order has not been processed. Once an order has been processed, unfortunately no further changes can be made.

To request a change to your delivery address, please contact one of our friendlyOnline Customer Service Representatives who will be able to assist you.

How do I get my tracking number?

Your tracking number can be found on the Shipping confirmation email we sent you. If you see nothing on your inbox, please try to check your Spam/Junk folder. 

If in case you still did not received any or perhaps accidentally deleted the Shipping Confirmation email, please  contact ourOnline Customer Service team with your order number and we'll be glad to help.

I am missing an item?

Oh no! That's not what we want to hear from our customers. Simply send three photos 1. Showing the items received 2.The packaging including filler and 3. The handcrafted by sticker plus your order number to our friendly Online Customer Service Team who will be more than happy to assist.

I received a broken product

Oh no! That's not what we want to hear from our customers.

Simply send three photos

  1. Showing the broken items(s)

      2.The packaging including filler and

  1. The handcrafted by sticker plus your order number

andour friendly Online Customer Service Team who will be more than happy to assist.

I received the wrong item!

Oh no! That’s not what we want to hear from our customers. Simply send a photo of your order items and your order number to ourOnline Customer Service Team who will be more than happy to rectify your order issue for you.

My delivery hasn't arrived?

Oh no! That’s not what we want to hear from our customers. Our items are delivered by Australia Post and can take up to 10 business days depending on which delivery method you have selected and location of your delivery address. If you still have not received your delivery after 10 business days, please contact ourOnline Customer Service Team who will be able to assist you.

My tracking information is blank?

Sometimes, the tracking information will not manifest in our system and with Australia Post right away. Rest assured that once you get a notification with your tracking information via email, then your delivery has been shipped and is on its way!

What delivery types do you offer?

At Royal Essence, we offer a variety of delivery options to meet our customers needs. You can view our delivery options athttps://www.royalessence.co/pages/shipping

When am I going to receive my order?

All orders are processed and shipped from Adelaide, South Australia and we aim to dispatch your order within 1-3 business days. Additional delays might happen due to increased volume of orders and holiday periods. Rest assured we are working hard to get your orders dispatched in a timely manner. 

To know more information about our Shipping please clickhere.

 

SPONSORSHIPS

Do you have fundraising programs?

Unfortunately we are not accepting any fundraising requests at this time.

I have a charity event. Can you sponsor it?

Please apply by sending us an email regarding your event. All relevant information will be appreciated, but some specifics are: 

  1. How are Royal Essence products going to be used in your event? 
  2. How many people will attend your event? 

Since we receive requests daily, please understand that it’s always better to send your application months before your actual event. Also, bear with us as it usually takes us about a month before responding to chosen applications. We do not notify applications that were not picked, so if you do not hear back from us for more than 30 days, then we highly suggest that you buy Royal Essence products on your own. As much as we would love to help out everyone, this process is very crucial for us. We thank everyone for their love.

Sponsor my blog/video review!

Please send us an email if you want us to sponsor your review. Explain in detail why we should pick your application. Also, please include your monthly traffic figures, the number of your subscribers, and anything relevant to your application. Note: Since we receive tons of requests daily, we only reply to applicants whom we really want to work with. If you don’t receive a response within 30 days, then your application was not chosen. Thank you so much for the love and support.

 

VIDEO FAQ's

How our Products Works?

Youtube

Royal Essence Products: Safety Video

Here are Royal Essence we value safety the most and we hope you enjoy our products as much as we do with safety always in mind 

Watch Meg as she goes through each of your favourite Royal Essence goodies to show how to use each product safely.

Sterling Silver Jewel 101

Facebook

 

CONTACT US

How can I contact you?

 

Royal Essence Online Customer Service team is here to help. We aim to reply to all requests within 24 - 48 hours and can be contacted at:

Email  

Australian Customers - support@royalessence.com.au 

New Zealand Customers - support@royalessence.co.nz 

United Kingdom Customers - support@royalessence.co.uk 

Wholesale - wholesale@royalessence.com.au

Facebook - @RoyalEssenceco 

Instagram - @RoyalEssenceco

Our operating hours are: 

 

Monday to Friday - 9:00am to 5:00pm AEST (Australian Eastern Standard Time) 

Closed: Weekends & All Australian Public Holidays

You can contact us by clickinghere

 

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