FAQ's

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New Applications

All new applicants must be operating as registered businesses in Australia with the intent to on sell Firelilee products. Please complete the form on the "apply" page prior to registration. All applications are subject to Firelilee approval. 

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Minimum Order

Minimum order of $150 AUD per order prior to shipping costs is required. Any orders submitted below this amount will not be shipped until additional items are purchased. 

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Payment Terms

Payment can be made by credit/debit card on check out or direct deposit. If paying by direct deposit - payment must be made in full and cleared in the Firelilee account prior to the order being dispatched. 

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Shipping/Postage

The courier costs are calculated by weight and we currently use the Sendle/Fastway service.

 

There are 4 shipping options:

- Local

- Standard

-Regional

-Pickup/Delivery

You will be advised upon acceptance of your application which category your area falls in and must select the correct option at checkout. Failure to do so will delay your order being dispatched as you will be invoiced separately for the remaining shipping costs.

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Replacement items

Firelilee will replace any items that have been damaged in transit that result in the item being unsellable, providing we have been notified on the day the delivery has been received. 

Replacements/refunds/returns will not be issued for change of mind. 

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Location Policy

Firelilee policy is first and foremost to support those who support us. When a new stockist application is received and is within a 30 minutes drive of an existing stockist location, prior to approving the application we will contact our existing stockist first to confirm that they are comfortable with the new shop/location. Their decision will be a serious consideration in the approval process. 

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Advertising

Once your application has been approved and first order dispatched you will be added to the Firelilee retail website as a stockist and announced on Firelilee social media pages.

 

We will then continue to promote our stockists via social media/newsletter etc on a regular basis and the majority of paid advertising is "location based" in my stockist locations. 

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Ongoing Support

We have included a Candle Care page on this site which covers some of the most frequently asked questions and useful information to help you in your conversations with customers. This will be updated regularly so please refer back often to stay up to date. We are always here to help as well so please don't hesitate to message/call/email with any questions.

Contact:

Ph: 0402 874 635

Email: info@firelilee.com.au

Retail website: www.firelilee.com.au

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