Frequently asked questions
Shipping Information
We currently ship within Australia only.
Delivery Options
Standard Delivery
$12 Flat Rate Australia wide
Estimated delivery: 2–6 business days
Express Delivery
$18 Flat Rate
Estimated delivery: 1–3 business days
Free Standard Shipping on orders $90 AUD and over - no code required.
Free Express Shipping on orders $150 AUD and over - no code required.
*Delivery timeframes are estimates only, exclude Australian public holidays and may vary for metro, rural, and remote areas.
Order Processing & Dispatch
Orders are prepared and dispatched within 3-5 business days, excluding public holidays.
Once shipped, you’ll receive a confirmation email with tracking details. Please allow up to 24 hours for tracking details to appear.
Tracking & Responsibility
All orders are shipped via Australia Post and include tracking. Once your order has left our studio, delivery is managed by Australia Post and we are unable to control delays.
All parcels are delivered without signature and may be left in a safe place.
If a parcel is marked as delivered and left in a safe place, we are unable to take responsibility for loss or theft. Please ensure your delivery address is secure.
Returns & Exchange Policy
Change of Mind
Refunds will not be offered for change of mind reasons. If you do change your mind, we are happy to provide a credit note or offer an exchange. A request is to be emailed to hello@koyostudio.com.au within 14 days of when your order has been received.
Once an approval for a credit note / exchange is provided by the KOYO Studio team, the item must be posted to us within 72 hours, with proof of return. Once the returned order is received and inspected, your credit note / exchange product will be processed within 48 hours. Credit notes are valid for 12 months.
- The item(s) is to be returned in its original condition. This means the item(s) must be unused, have no stains or marks and containing all packaging that we have provided.
- The item(s) you are choosing to exchange is full-priced. Sale items cannot be exchanged.
- Any shipping fees associated with your original order will not be included in the refund.
- Return shipping costs are covered by the customer. KOYO Studio are not liable for any returns that are lost or damaged in transit.
- In the event that the item(s) is returned in a condition not satisfied by our criteria above, the item(s) may be returned back to you (this may incur additional cost) or a partial rather than full credit note may be provided.
Damaged or wrong items
Please inspect your order and contact us at hello@koyostudio.com.au with proof of damage (at least 1 photo) within 72 hours of receiving the order if the item arrives damaged, defective or if you receive the wrong item. Variation in colouration, texture or minor bubbles on surface of the product will not be accepted as damaged items. These qualities mentioned are due to the handmade nature of each unique product.
Depending on the assessment and in collaboration with the customer, we may:
- Offer a credit note or refund
- Replace the product (subject to availability)
- Arrange for the product to be returned to us
In the case that we require the faulty stock to be returned to us KOYO Studio will cover the cost of the return shipping.
Home Decor Care Guide
Each of our pieces are created with Jesmonite, an eco-friendly material sourced in Australia. Jesmonite consists of a combination of a reactive mineral base and a pure water based resin, containing no VOCs. Our pieces are primarily designed and created for decorative purposes.
Our Jesmonite pieces are sealed for a water-resistant finish but are not waterproof. Keep in dry areas. If wet, wipe promptly to prevent staining.
Our pieces are heat resistant and suitable to hold candles. Avoid contact with direct flames.
Jesmonite is not food safe. However our pieces suitable to hold packaged/wraped food items.
Clean with a soft dry cloth. If needed, use mild soap and water, then dry promptly. Avoid harsh chemicals and abrasives to prevent stains
Our pieces are not dishwasher, oven or microwave safe.
Candle Use Guide
Set the Wax Memory
For the first burn, burn until the melt pool is <1cm from the edge of the candle to prevent tunnelling and maximise burn time. Our candles are designed to be slow burning and this may take 3-4 hours to achieve initially.
Trim the Wick
Trim the wick to approximately 5 mm before each use. A well-trimmed wick supports a steady flame, reduces smoking, and minimises soot. Due to the natural qualities of handcrafted vessels, light soot marking may occur-refer to our aftercare guide for cleaning tips if needed.
Avoid Prolonged Burning
Do not burn your candle for longer than 4 hours at a time or all the way to the base. Allow the candle to cool fully and trim the wick before relighting.
Extinguishing the Flame
Use a candle snuffer to extinguish the flame. This provides a clean, smoke-free finish and helps preserve the wick. Blowing out a candle may cause wax splatter or smoky residue.
Candle Storage
Store your candle in a cool, dry place away from direct sunlight. This helps prevent discolouration and preserves the fragrance for consistent performance.
Candle Placement
Always place your candle stable on a heat-resistant surface, away from drafts, open windows, pets, and flammable materials. Stable placement ensures a clean, even burn.
Never Leave Unattended
Never leave a burning candle unattended or move it while lit. The vessel may become hot during use. Always extinguish the candle before leaving the room or going to sleep.
Pets & Children
Keep candles out of reach of pets and children. Position candles in safe, stable locations to prevent tipping or accidental contact.
Candle Vessel Repurpose Guide
We recommend re-purposing your candle vessel as a home-decor piece once your candle has finished burning. Ensure the vessel is cooled down first, then follow these steps:
Wipe away any soot or debris on the vessel
Use a soft microfibrer cloth or paper towel to wipe the vessel to lighten any soot or remove debris.
Remove Wax
If the remaining wax is semi soft, it can easily be removed with a spoon. Otherwise, place the vessel in the freezer for approximately one hour to harden any remaining wax. Once firm, gently remove the wax using a spoon.
Mild Cleaning
Gently wipe the surface with a wet wipe, antibacterial or damp paper towel in gentle circular motions to lift soot stains or remove wax residue. If marks remain, prepare a mild solution of warm water and gentle dish soap. Avoid harsh chemicals or bleach as these may damage the finish or cause discolouration.
If required, briefly rinse the vessel with clean water then dry immediately with a soft cloth. Do not soak the vessel in water. Do not allow the vessel to air dry.
Re-purpose Ideas
Re-use your finished candle vessel in your home to hold stationery, vanity items (cotton buds, cotton pads, makeup brushes), matchsticks.