Orders and production
How are TenTen candles made?
TenTen candles are made to order by an approved third-party production partner. Production normally takes 2–7 business days before dispatch.
Can I change my address or order?
Submit the request through the Contact page immediately. We will try to help but cannot guarantee a change once production, processing, packing or dispatch has begun. A request is not accepted until TenTen confirms it in writing.
Can I cancel because I changed my mind?
TenTen does not voluntarily accept change-of-mind cancellations, returns or exchanges. Mandatory rights under applicable consumer law still apply. See the Refund and Returns Policy for full details.
What if I chose the wrong fragrance or size?
Please check selections before checkout. A preference change, ordering mistake or dislike of a fragrance is not by itself a product fault and does not qualify for a voluntary return.
Delivery
Where does TenTen deliver?
TenTen currently delivers to Australia, New Zealand, the United States, Canada, Hong Kong, Israel, Japan, Malaysia, Singapore, South Korea and the United Arab Emirates. Checkout confirms availability for your address.
How much is delivery?
Within Australia, tracked delivery is A$12.95 for orders under A$100 and free for orders of A$100 or more. New Zealand, the United States and Canada are A$19.95 under A$150 and free from A$150. Hong Kong, Israel, Japan, Malaysia, Singapore, South Korea and the United Arab Emirates are A$24.95 under A$150 and free from A$150. The final charge shown at checkout applies.
How long will delivery take?
Allow 2–7 business days for production before dispatch. After dispatch, estimated transit is 2–5 business days within the United States and generally 10–30 business days for other supported destinations. Estimates are not guaranteed delivery dates.
Will I receive tracking?
Tracking is sent by email when available. The carrier’s page may take a short time to show movement after a label is created.
Are duties and import charges included?
Unless checkout expressly states otherwise, the recipient may be responsible for destination duties, taxes, brokerage charges or other government and carrier fees.
Problems and refunds
What if my candle arrives damaged, faulty or incorrect?
Stop using it and submit the issue through the Contact page as soon as reasonably possible. Include your order number, a description and clear photographs. Keep the product and all packaging until TenTen provides instructions.
What if my parcel is late or missing?
Check tracking, the delivery address, safe places, other occupants, neighbours and building reception. If the estimated period has passed, contact TenTen with your order number so the shipment can be investigated.
Can I send a return to the address on the parcel?
No. Do not send a return before TenTen provides written instructions. Submit the request through the Contact page first. If approved, the correct destination and instructions are supplied privately in writing.
How are approved refunds paid?
Approved refunds are returned to the original payment method. A financial institution may take additional time to display the funds.
Do you offer telephone support?
No. Support is provided through the Contact page and Hello.tentenco@gmail.com.