COVID-19 Service Level Updates
Update: 15 February 2022 @ 14:00hrs
Courier Network Status Alert:
We have just been informed by our courier company that they have introduced a new network status framework that will allow us to effectively communicate the status of their network with you. This is going to very important as we move into an unpredictable environment over the coming weeks and months. COVID is here to stay and it’s crucial that we keep our network running safely and keep you informed at every stage.
They have introduced 4 operational levels for each branch across the country so no matter where you are you can see what setting your area is in and whether you can expect a delay with your parcel. These levels are Standard, High Pressure, Critical and Crisis.
Here’s the link to the online network status framework for our courier – https://www.nzcouriers.co.nz/network-status/
We will of course continue to update you on any further delays.
Thanks so much for your understanding.
Brian and the Candle Creations Team
Update: 5 November 2021 @ 15:00hrs
Alert Level 3 trading as of November 2021:
With Auckland dropping to Level 3.2 on Tuesday evening we are delighted to be able to offer a click and collect service again for Auckland. The pick up option will be added back to the website on Friday afternoon and you will be able to collect from the showroom from Wednesday 10th November.
To ensure this service runs safely there are a few other things to note:
1. The click & collect service applies to NEW ORDERS ONLY. Any orders you have previously placed will be delivered by courier and cannot be picked up.
2. Please do NOT come down to the showroom until you have received the ready for collection email. If you have not received the email then your order will not be ready.
3. To collect your order please ensure you are wearing a facemask, you scan in using the covid tracer app and that you only enter the showroom collection point one at a time. If someone else is collecting an order please wait outside until they have exited the showroom.
4. Please also note that the showroom is not open at this time, which means that you cannot smell the fragrances or ask to see any glassware. This is to keep our staff and yourself safe.
5. Please do not ask for any products to be added to your order upon collection. If you have forgotten something you will have to place another order online and wait until it is ready.
5. We are experiencing high order quantities due to it being the festive season and our pick queue still remains at 5 working days so please respect our staff, be kind and patient. Thanks so much for your understanding.
Brian and the Candle Creations Team
Update: 18 October 2021 @ 08:00hrs
Alert Level 3 trading as of October 2021:
We will be operating under limited capacity during level 3 trading. To comply with social distancing measures our pick and pack staff will be reduced and this will have an impact on dispatch times.
Our showroom: Closed until further notice.
Courier Dispatch: Operating with a pick queue of 3 – 5 days.
Click and Collect: NOT available at this stage. This will be reopened at Level 2.
Delivery Times: Expect delivery delays which will vary around the country due to courier network congestion. Please wait before following up a parcel.
Combined Orders: NOT available at this time. If you need more items, please place a second order and pay the courier fee. The second order will join the queue.
Changes to Existing Orders: We cannot make changes or add items to your current order at this time. We will consider and administer changes once we have caught up on the picking queue. Please email us with any requests but note that this will put your order on hold and at the back of the queue.
Email: Please allow up to 8hrs for a response as we deal with demand.
Phone Enquiries: Our customer service staff will be working remotely at different locations, making it more difficult to receive phone calls. Email or Chat is the best form of contact.
Ordering Ettiquette: Please remain patient and kind at this time folks. Please make use of our extensive FAQ section and Knowledge Base as well as the detailed product information on our website before contacting us with product related queries. I promise you, the answer to your question is indeed on our website:)
Please don’t take up our time by asking to be bumped up the queue, it’s not cool, the best way to get your goods as fast as possible is to leave us to get on with the job.
Brian and the Candle Creations Team
Update: 26th August @ 17:00hrs
Alert Level 4
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Update: 31st August @ 07:00hrs
Alert Level 2
The main difference
Below is an outline of how to Click and Collect your order safely.
1. Please wait for the “ready to collect” email confirmation before you head on down. If you arrive prior to receiving this email you will be disappointed as we cannot pick your order while you wait. Note that the current pick-queue time applies to all orders, including click and collect.
2. ‘One in One Out’ procedure – if you arrive and see that there is someone in the showroom please wait in your car or outside until they have left the showroom
3. There is a QR code outside on the door and inside as you walk in, please scan this code. If you do not have the app a
4. The door to the showroom will be propped open (weather dependent) so please leave it open when you enter and when you leave.
5. Orders will be placed on shelves with the packing slip clearly visible so please look for your number and collect your box.
6. You will not have to sign for your order at Level 2, the collection of the goods will be confirmation that you have received your goods.
7. Hand sanitiser will be available as you enter the building.
PLEASE NOTE: The rest of the showroom remains closed and will not be accessible for browsing products when you collect. All of our staff will be busy packing orders so if you need to contact us please do so via our chat function or email.
Thanks once again for your patience and understanding.
Stay Safe
Brian and the Candle Creations Team
Update: 11th August @ 22:00hrs
Reintroduction of Level 3 trading:
We will be opereating under limited capacity during level 3 trading. To comply with social distancing measures our pick and pack staff will be reduced and this will have an impact on dispatch times. Our showroom will be closed for pickups.
The good news is that, for now, we can continue to dispatch orders on the courier…albeit slower.
Pick Pack and Dispatch Queue: With the current level of demand we expect a 3 – 5 day picking queue.
Click and Collect: NOT available at this stage. Please do not come to the warehouse as we do not have “essential services” authorisation to serve you. All orders currently marked for pickup will be dispatched on the courier, free of charge.
Delivery Times: We are unsure how this lockdown will affect delivery times. Processing Delays at New Zealand Couriers may result in longer than usual delivery times which will vary around the country.
Combined Orders: NOT available at this time. If you need more items, please place a second order and pay the courier fee. The second order will join the queue.
Changes to Existing Orders: We cannot make changes or add items to your current order at this time. We will consider and administer changes once we have caught up on the picking queue. Please email us with any requests but note that this will put your order on hold and at the back of the queue.
Email: Please allow 4 – 8hrs for a response as we deal with demand.
Phone Enquiries: Our customer service staff (Frankie) will be working from home. We are not currently able to get to the phone, email is best. We will update once we have phone diversion in place.
Ordering Ettiquette: Please remain patient and kind at this time folks. Please make use of our extensive FAQ section and Knowledge Base as well as the detailed product information on our website before contacting us with product related queries. I promise you, the answer to your question is indeed on our website:)
Please don’t take up our time by asking to be bumped up the queue, it’s not cool, the best way to get your goods as fast as possible is to leave us to get on with the job.
Let’s hope this is a short term “blip” and that we don’t head into level 4. Please pay your part.
Brian and the Candle Creations Team
Update: 13th May @ 17:00hrs
Not quite business as usual
It’s great news that we are heading towards some form of normality again with Level 2 being introduced on Thursday 14th of May. But what does this mean for Candle Creations and does it mean that we are back to business as usual?
The simple answer to this is not quite. The main difference at Level 2 is that you will now be able to click and collect your orders from the showroom in Auckland. However, the actual showroom will not be open due to the strict guidelines so we will review this along with our candle classes when we reach the next level.
Below is an outline of how to Click and Collect your order safely.
1. Please wait for the “ready to collect” email confirmation before you head on down. If you arrive prior to receiving this email you will be disappointed as we cannot pick your order while you wait. Note that the current pick-queue time applies to all orders, including click and collect.
2. ‘One in One Out’ procedure – if you arrive and see that there is someone in the showroom please wait in your car or outside until they have left the showroom
3. The door to the showroom will be propped open (weather dependent) so please leave it open when you enter and when you leave.
4. Orders will be placed on shelves with the packing slip clearly visible so please look for your number and collect your box.
5. You will not have to sign for your order at Level 2, the collection of the goods will be confirmation that you have received your goods.
6. Hand sanitiser will be available as you enter the building.
PLEASE NOTE: The rest of the showroom remains closed and will not be accessible for browsing products when you collect. All of our staff will be busy packing orders so if you need to contact us please do so via our chat function or email.
Thanks once again for your patience and understanding.
Stay Safe
Brian and the Candle Creations Team
Update: 24th April @ 10:00hrs
Level 3 trading: Important updates regarding orders and delivery
We will begin dispatching orders commencing Tuesday 28th April. All orders placed during level 4 lockdown will receive priority dispatch and will be processed in the order we receive them.
There is a significant queue of orders and our team will be working hard to send them out ASAP. Please only contact us regarding delivery if your order is delayed by over seven days from the time you receive your tracking link. Here is the critical information you need in order to help us get your orders out.
Pick Pack and Dispatch Queue: With the current level of demand we expect a 5 day picking queue commencing Tuesday 28th of April. Please place your order now to join the queue.
Click and Collect: NOT available at this stage. Please do not come to the warehouse as we do not have “essential services” authorisation to serve you.
Delivery Times: Processing Delays at New Zealand Couriers will result in longer than usual delivery times which will vary around the country. Please give the system time to catch up before calling us or your courier company.
Combined Orders: NOT available at this time. If you need more items, please place a second order and pay the courier fee. The second order will join the queue.
Changes to Existing Orders: We cannot make changes or add items to your current order at this time. We will consider and administer changes once we have caught up on the picking queue. Please email us with any requests but note that this will put your order on hold and at the back of the queue.
Email: Please allow 4 – 8hrs for a response as we deal with demand.
Phone Enquiries: We are not currently able to get to the phone, email is best. We will update once we have phone diversion in place.
Ordering Ettiquette: Please remain patient and kind at this time folks. You can help us to prepare and send your orders faster by choosing your items carefully, checking your shopping cart before paying, and avoiding the need for changes. Please make use of our extensive FAQ section and Knowledge Base as well as the detailed product information on our website before contacting us with product related queries. I promise you, the answer to your question is indeed on our website:)
Please don’t take up our time by asking to be bumped up the queue, it’s not cool, the best way to get your goods as fast as possible is to leave us to get on with the job.
Thank you so much for your support, we are back to work and going as hard as we can to get your orders to you
Brian and the Candle Creations Team
Update: 20th April @ 19:00hrs
Open for Business on Tuesday 28th April
Given the announcement today April 20th from the New Zealand Government, we are delighted to inform you that Candle Creations will be able to open it’s warehouse again to pick pack and dispatch your orders for courier delivery commencing Tuesday 28th April. All orders placed during level 4 lockdown will receive priority dispatch and will be processed in the order we receive them.
Level 3 rules dictate that only essential items be available for click and collect. As such our showroom and warehouse will remain closed to the public and we will not be able to offer a pick-up service until it is safe to do so.
We expect increased demand on all courier services, and the queue of orders in our system is already growing steadily, so we ask that you remain patient and kind at this time. You can help us to prepare and send your orders faster by choosing your items carefully, checking your shopping cart before paying, and avoiding the need for combined orders.
Thank you so much for your support, we are proud to have stood with you in playing our part in what has so far been a great success story for
Brian and the Candle Creations Team
We are united with all New Zealanders against the spread of COVID-19
- From 5pm today March 25th, Candle Creations will be closed as we unite with our fellow New Zealanders and stay home in a bid to slow the spread of the COVID-19 virus.
- Our office and warehouse will be locked and our phone will not be monitored. Online orders are not being dispatched. We will be answering emails and you can also keep updated and stay in touch by following us on Facebook.
- You can still place orders through our website but they will not be dispatched until we get the green light to come back. We expect another rush on orders when we restart, which we will, so it’s not a silly idea to get to the front of the queue now.
- We are fully stocked and ready to rock’n’roll again as soon as we get the green light.
Kia Kaha everyone. We wish you all the best as we go through this together. Keep well, look out for one another, do what our leaders are telling us and let’s beat this thing!
From all of us at Candle Creations.
Update: Thursday 26th March @ 9:00am
We all need to stand together in combating COVID-19.
Like many of
With the help of the government support
We have such a lovely, loyal, and kind bunch of customers at Candle Creations. Thank you so much for your support and understanding at this time. You can help us by continuing to place your orders (if you can afford it) ready for us to dispatch as soon as we get the
I wish you all the best as we go through this. Keep well, look out for one another, do what our leaders are telling us and let’s beat this thing!
Brian Simpson
Owner, Candle Creations.
Update: Thursday 26th March @ 9:00am
We all need to stand together in combating COVID-19.
Like many of
With the help of the government support
We have such a lovely, loyal, and kind bunch of customers at Candle Creations. Thank you so much for your support and understanding at this time. You can help us by continuing to place your orders (if you can afford it) ready for us to dispatch as soon as we get the
I wish you all the best as we go through this. Keep well, look out for one another, do what our leaders are telling us and let’s beat this thing!
Brian Simpson
Owner, Candle Creations.
We are now past the close off for placing “pre-lockdown” orders which was 5PM today, Tuesday 24th. These orders will be packed ready for the last courier runs
Orders received after 5PM today, if we can squeeze them in we will do our very best but if we can’t get to them they will be put on hold and dispatched as soon as we are back on deck.
To contact us please use email or our chat service, we will be online and monitoring both these channels remotely but we do not have remote access to our phone line.
The close off for placing “pre-lockdown” orders is 5PM today, Tuesday 24th. Orders received after this time will be put on hold until we can return.
We will work as hard as we can to get these orders on to the last courier
Date posted – 23rd March 2020 @ 16:00
To our valued customers,
At Candle Creations, we are committed to providing our customers with a high level of service. Given today’s announcement, we are working tirelessly to get as many orders out as we can within the next 48 hours. If you need supplies please order today to avoid disappointment.
Should you need to contact us the best way to reach us is by email or our chat service. Please don’t call our landline, our staff are busy packing orders (with social distancing) and best leave them to it. We have others working remotely to answer your queries but the remote staff do not have access to the phone lines at this stage.
We know that everyone is being affected by COVID-19 and we hope that you stay healthy and well throughout these uncertain times.
Brian and Emma and The Candle Creations Team
Date Posted: 22nd March @16:00
Please note that we have temporarily closed the showroom. This does mean that we can no longer offer a pick-up service at this time but rest assured we are still 100% operational for regular deliveries to your home. Thanks for understanding.
Brian, Emma and the Candle Creations Team