Frequently Asked Questions

Is Nerridah & Ross an Australian Company?

Yes, we are proud to be an Australian owned and operated company. We stock many Australian brands and a small number of brands that have products made or produced overseas.

Which brands do you stock?

Circa, Sydney, NSW - Candles, Diffusers, Gift Packs,Liquidless Diffusers and Replacement Stems

Earth Saltz, Kingsgrove, NSW – Salt Lamps, Salt LampGlobes, Selenite, Crystal Rollers, Ceramic Monks

Ecoya, Founded in Australia, Designed in NZ, Handcraftedin Australia – Candles, Diffusers, Hand & Body Washes & Refills, HandCreams, Car Diffusers & Refills, Kitchen, Laundry, Gift Packs

Elume, Riverwood, NSW – Jar and Pillar Candles,Tealights, Melts, Diffusers & Refills, Mini Soy Candles, Oil Burners

Florin & Grace, NSW - Candles

Fox and Fallow, Brisbane, QLD - Cards

Galina Dixon, Central Coast, NSW – Cards and GiftTags

Glasshouse Fragrances, Sydney, NSW – Candles,Diffusers & Refills, Hand & Body Washes, Gift Packs, Bar Soaps, LiquidlessDiffusers and Replacement Stems

Myles Gray, Ravenhall, Vic – Candles, Room Sprays,Cleansing Kits

Only Orb, Qld - Teak & Glass Orbs, Orb Refills

Scarlet & Grace, Gippsland, Vic – Candles,Diffusers, Goats Milk Wash, Room Sprays, Gift Packs

Sheike Industries, Arundel, Qld – Candles, Diffusers,Car Diffusers

Surf Coast Candles, Torquay, Vic – Candles, TravelCandles

The Commonfolk Collective, Mornington, Vic – Dictionaryand Zodiac Candles

The Nonsense Maker, Brunswick, Vic - Cards

Wyck – Leura, NSW – Pillar Candles, votives

Why should I sign up for N&R Rewards?

By signing up you can collect ‘scents’ that you can use to receive discounts and free shipping. You also receive notifications about upcoming sales, our stockists, new brands and products. 

What are ‘Scents’?

‘Scents’ are the points you accumulate with the Nerridah & Ross rewards program, you will earn 5 scents for every $1 you spend (excluding shipping), you can also gain points by liking us on Facebook and Instagram, sharing us on Facebook and you will be rewarded when you celebrate your birthday too! 

How do I get my code to take 15% off?

Click on the giftbox in the bottom left hand corner to sign up for our Nerridah & Ross Rewards program. You will receive an email to say that you have been subscribed. Click on the gift box again and you will be shown the options available to you including the code to take 15% off your purchase. 

When will I be charged?

You will be charged when you place your order. We do not have access to your credit card details, so, if you need to add something to your order you will need to provide the details again. 

Can I make changes to my order after it is placed?

If you contact us to make a change or alteration before your parcel is packed we can usually assist you to make changes, unfortunately if we have already packed and sent your parcel we can’t make changes. The best way to contact us is via email –

Can I change my delivery address after I have ordered?

If you need to, please get in touch as soon as possible. If the order has not been dispatched, we will do our best to change your delivery address.

When will my order ship?

We ship in the afternoon every business day, in most cases your purchase will be shipped within 24 hours, during busy periods such as the lead up to Mother’s Day and Christmas your item will be shipped within 48 hours. Whilst we will always pack your order as quickly as we can, we can not be responsible for the time taken by Australia Post to deliver your parcel, the times we give are guidelines only. If you need your item/s quickly we suggest you select ‘Express Post’ as this will ensure it is sent as soon as possible.

All orders are sent via Australia Post’s parcel post service which will generally arrive in 3-5 business days for standard shipping or 1-2 business days for express shipping *

*Note: The information provided is based on the general delivery terms of Australia Post and is subject to change. We are not liable for any loss, damage, cost, expense or injury you or any third party may endure as a result of a delay in delivery.

How do I track my order?

Once we have packed your order you will receive an email including your Australia Post Tracking number – you can use this to see where your parcel is and when it will arrive. 

What happens if my delivery bounces back?

It’s sad, but it happens! In the unfortunate event that your parcel is returned to us as a “non-deliverable” or “not-collected” within Australia Post’s specific timeframe, we’ll let you know immediately. If this happens and you decide you’d like to cancel your order instead of getting it resent to you, that’s fine provided the cost of the parcel return and the original cost of shipping is deducted from your refund.

What is your return and exchange policy?

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We do not provide refunds for a change of mind. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Can you notify me when an out of stock item is re-stocked?

Yes, we can, just click on the item and fill in your email details, when the item is restocked you will be the first to know!

What is the best way to ask questions and speak with customer service?

The best and fastest way is to email us –