Frequently Asked Questions

We understand you may have questions about our products or shopping with us and most of the time, someone else will have the same question! So, here are the answers to your frequently asked questions.

If you can't find an answer to your question here please contact us HERE or call our friendly customer experience team between 8am-4pm Monday to Friday on 07 3805 4718 . We'd love to help you with your enquiry.

We offer free shipping on all Australian and New Zealand orders over AU$100 or NZ$150. Or a standard shipping rate of AU$10 or NZ$15. Read more information about shipping here.

We currently only deliver to Australia and New Zealand however if you have a special requirement please contact us so we can do what we can to help you.

Yes, we have over 3000 stockists across Australia and New Zealand

  • For Australian stockists, simply use the ‘Find a Stockist’ tool within each product detail page.
  • For New Zealand stockists, visit and use the ‘Find a Stockist’ tool within each product detail page.
If you own a bricks and mortar retail store and would like to enquire about becoming a stockist, please complete click HERE to complete the Stockist Form and a member of our customer experience team will be in touch
When your order has been placed, you will receive an ‘order confirmation’ email in your inbox. Be sure to check your junk box too, in case the email has bounced. If you do not receive the order confirmation, please contact us HERE and we will check that your order has gone through.

When your order is dispatched, we’ll send you an email with a link to your tracking information which you can use to follow your parcel’s journey. If there seems to be a delay or no updates, you can contact Australia Post and quote your tracking number to investigate it further. Alternatively, you can contact us HERE with your order number and tracking number and we will do what we can to help.

Unfortunately we do not offer Express shipping however if you have a unique situation, please contact us HERE and we’ll do our best to help you.
A special delivery fee may apply for certain goods. If this is the case, we will notify you of any change to the delivery fee for your order and if you do not wish to continue with your order, you may cancel it and we will refund any payment made by you.
If you decide that you no longer want your order or want to make changes within 1 hour of placing it, you can contact us HERE and let us know. Please note that if you contact us after 1 hour of the order being placed, we cannot guarantee that it has not yet been processed. However, we will do our best to accommodate you and cancel or update the order for you.

If an item is out of stock, you will not be able to add it to your cart. If you click on "Let me know when product is in stock" and complete the form with your name and email address, we will email you as soon as the item arrives.

Alternatively, if you contact us HERE requesting an approximate due date, one of our customer experience team members will be in touch.

From time to time, you may experience difficulties out of our control, and we understand this can be a little frustrating when you’re eager for some Splosh love! We recommend the following tips:

  • Clear your cache and any cookies from your browser
  • Try a different web browser - using Google Chrome or Mozilla Firefox are the easiest to browse and shop on most websites, including ours.
  • Log in/log out of your account again.
  • Try using a different device (sometimes using a desktop may help).
If you continue to experience any issues, please contact us HERE or via +61 7 3805 4718 and we will find an alternative solution to help you place your order online.

Your satisfaction is our number one priority, so if you’re not 100% satisfied with your new Splosh goodies, you’re welcome to return the item within 14 days and receive an exchange, credit note or refund.

Please refer to our Returns Policy and complete our

or alternatively, contact us HERE and we will do what we can to help.

Candles have a memory, if you don’t burn them correctly each time, you will shorten the life of your candle. To ensure you get the best burn experience from your WoodWick or KoKo candle, please follow these tips each time you light it.

  • Burn candle for 3-4 hours at a time, ensuring the wax has liquefied across the surface to the sides. This prevents wax from tunnelling.
  • Trim wick before each use by gently breaking off excess burnt wick with your fingertips and discarding.
  • Do not burn for longer than 4 hours without trimming the wick.
  • Do not leave any wick trimmings in the wax pool.
  • Never use the lid to extinguish the flame as the wax absorbs the smoke trapped under the lid. This could lead to a smokey smell when you next light your candle.
  • Make sure you place the lid back on the candle when it’s not being used to give fresher, longer lasting fragrance.
  • Avoid drafts and ensure your candle is sitting on a flat surface so that the wax melts evenly.
  • Always discontinue use of your candle when 1cm of wax remains. This will prevent the glass jar from overheating or cracking.