[EDIT] NEW FAQ – cleanse & co.
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FREQUENTLY ASKED QUESTIONS


GENERAL FAQs

How do I care for my products?

Head over to our Product Care page which includes helpful tips on how to get the most from of each product range. 

Do you have a physical store?

We don't have a physical store at this stage, it may be something we have in the future so keep an eye out!
We do have a range of stockists that you can visit to see our products in store. 

Are the essential oil blends safe for babies and toddlers?

Only the Cleanse & co. kids range of rollers and sprays are safe to use on babies and toddlers over three months of age. Please ensure you read the directions and cautions included on the product card for best way to use.

How do I contact Cleanse & Co.?

I want to change or cancel my order

Get in touch with us via email hello@cleanseandco.com.au as soon as possible to ensure we can action this before it is sent out. If you order has already been dispatched we will be unable to intercept it.

Please note if you wish to cancel your order after it has been placed you will incur a $10 cancellation fee.

Do you have a phone number I can contact?

Being a small business, at this point in time we prefer to be contacted via email (hello@cleanseandco.com.au) to allow us to stay on top of everything. 
We hope to have a customer service team phone number soon.

I sent an email but haven't got a response?

Please allow 48-72 hours for us to get back to you due to the influx of emails we receive daily.
A wonderful customer service member will be in contact with you as soon as they can to help with any enquires you may have.

Do you have any discounts?

Keep up to date with any current promotions by signing up to our newsletter or keeping an eye out on our social media channels.

(If you sign up to our newsletter you will receive 10% off your first order too!)

What payment methods do you accept?

We do offer Afterpay and Paypal. We also accept VISA, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay.

How often do you restock?

We re-stock new products every Thursday 8pm.
Make sure you follow us on instagram to keep up to date with stock updates + exclusive sneak peaks.

Do you do custom orders?

We can do custom orders for baby showers, weddings, corporate events etc. Get in contact with us to discuss further at hello@cleanseandco.com.au.

Can you source a crystal for me?

We can help assist in sourcing a specific crystal or statement piece for you if you are after something special. We cannot always guarantee it but are more than happy to help you as much as we can. Get in contact with us to discuss further at hello@cleanseandco.com.au.

What is your Australian Business Number (ABN)?

Cleanse & co.’s ABN number is: 56 635 358 806

SHIPPING & RETURNS FAQs

How long until my order is despatched?

What is the pick up address?

For all orders selected to be picked up from our Cleanse & Co. HQ, the address is: 2/4 Naxos Way, Keysborough Victoria.


We are currently open Monday - Friday 7am to 3pm and are closed weekends + public holidays.


You will receive an email when your order is ready for pick up.

What is the pick up address?

Orders may be delayed during sale periods and peak order times. Check our our shipping page for an up to date despatch timeframe for your order.

My item is damaged or faulty, what do I do?

Unfortunately accidents can happen and we do our best to ensure each item finds itself to you in perfect condition. If your item arrives damaged or faulty, please email us at hello@cleanseandco.com.au within 72 hours so we can work out the best solution for you.

SUBSCRIPTION FAQs

30% off candles - Subscribe & save!

How does it work?

1. Select your candle of choice - Don't worry, you can change the candle after the first order so you receive a different kind/scent for your second order if you wish. 

2. Check out as usual - If you have ordered other items with your first subscription round, they will be shipped together. 

3. Leave the rest to us! - We will send out your next candle on the date of your first purchase 2, 3 or 6 months later. 

4. Fresh candles all year round - Trust us, you'll love this! Ordering in advance will feel effortless and come as a pleasant surprise when your fave cleanse & co candle arrives at your door. 


*please note - but signing up to a subscription, you agree to commit to at least 2 shipments before cancelling. Subscriptions are for Australia only at the time and not valid with any other discount or sale.

Why subscriptions are a good idea:

Reason #1:  Firstly, you get a VIP savings 30% off the RRP - yes please!


Reason #2:  Subscriptions allow you to order ahead so your beautiful candle arrives in perfect timing as your previous one burns to an end. 


Reason #3:  For all of the organisation Queens out there, we have your Birthday's and gifts sorted! Plan ahead just in time for your besties or loved ones bday. Make it extra personal by selecting their sign from out Zodiac candle range.


Reason #4:  Conscious consumers can purchase a candle with their first order, then switch to the wax refills to minimise waste and costs ~ 'Your favourite products, the planet loves too' - Cleanse & Keep.

How do I manage my subscription?

We've made this super customisable so you can mix it up depending on your vibes!

Click manage subscription to:


- change the candle scent

- change the candle type
- update profile settings
- change address
- update payment settings
- edit subscription schedule
- skip or cancel subscription
+ much more! 

Can I skip or cancel?

Yes! Your can skip or cancel after at least 2 shipments.

When will I receive my candle? 

Candles will be dispatched on the date of the first order, 2, 3 or 6 months later. Shipping times may vary depending on where you are located in Australia.


We hand-pour and customise each candle just for you! Want to change it up? You have a week to change the scent and kind before payment is processed and the candles are sent out to you.


Login here to make changes to your subscription.

International or Australia only?

International or Australia only?

Need further assistance?

Contact us here or email hello@cleanseandco.com.au

HIGHER LOVE CLUB REWARDS FAQs


What is the Higher Love Club?

Like the laws of the universe; what you put out, you receive back to you. This is our way of giving back to our loyal angels!


Now with 6 new ways to earn:


• Signup (20 points)
• Follow on Instagram (50 points)
• Like us on Facebook (20 points)
• Place an order and receive 1 point for every dollar you spend.

Tiers are calculated over a calendar year. Every year, your points total will reset ~ New Year, New You! Rewards must be redeemed within 6 months of receiving.


*Please note, points vouchers cannot be used with any other offer or sale. 


Enjoy Angels!


How do I join?

Sign in on our website or if you haven't already, create a cleanse & co account


Click the 'C.' icon on the bottom right of your screen and follow the prompts.


There are also links located in the navigation menu or in the footer section at the bottom of the page. You will need to verify your account before you can use. A verification email will be sent to your selected email address. 


Your cleanse & co account is the same as your Higher Love Club account.

How do I check how many points I have?

Click the 'C.' icon at the bottom right of the screen at any time to view your current points total and any vouchers you have received. Once you have placed an order, refresh the page to see your new points total.

I received a refund, do I get to keep my points?

If you receive a refund for whatever reason, your points will be automatically deducted from your total and any vouchers will be cancelled if no longer meeting the required points total. 

Are shipping costs included?

Unfortunately not. You do not receive points from shipping fees.

Can I save my points or do I have to spend them?

Yes, you can! You do not have to spend all at once.
Any points you don't use will stay on your account and don't expire.

How do I redeem my points?

Click the 'C.' icon in the bottom right corner > click 'ways to redeem' > select the offer you wish to redeem > a code will be sent out to you. Paste this code in to the discount section at checkout. 

I have another question about my rewards

If you are having trouble with your rewards or account, please get in touch with us via email hello@cleanseandco.com.au and our team will be able to assist you further.

ANYTHING ELSE?

If you have any other questions or feedback please get in touch via our contact us page or email direct to hello@cleanseandco.com.au

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