Dusk

Ordered for my 80 Year old Mother for Mothers Day. Nothing arrived it wasn't even dispatched so when I emailed on Monday AFTER Mothers day I requested an immediate Refund as the Occasion had passed by then. I was sent a Dispstched email along with a complicated return process that my 80 Year old Mother is completely unable to negotiate. I asked… Read more

for a FULL Refund BEFORE They dispatched so it shouldn't be on a Customer to sort ehen it wasn't my fault. Completely unacceptable response

5-7 days to possibly answer an email this is a joke....dont bother ordering online and forget about phoning them as they dont answer, terrible store with no customers service go elsewhere and dont give them your business this is why these places close simply because they dont care. Show details

Purchased over $100 of products. All processed perfectly and received notification that the parcel was on its way and should arrive around 5:40pm. At 6:00pm I received a text saying my order had been cancelled and I would be refunded. No reason at all given. No "we can't get it delivered but is it ok to ship?". Nothing.

ordered a candle warmer online on 17 March 2026 and paid for the order. their website states that they pack orders within hours of receiving them for dispatch, yet my order is still in processing on 13 April 2026 and my multiple emails elicited 2 x… Read more

generic aut replies and phone calls have gone unanswered with no response to the messages left . In frustration I left a comment about my poor Customer Experience on their social media and someone reached out to me asking me if I wanted them to refund me or did I still want the order, i replied to this and advised when the order will be dispatched only to receive an automated response that someone with get back to me in 2-3 business days, we are on day 3 today and still no contact and the order is still in a status of processing.

DO YOURSELF A FAVOUR AND DONT BUY FROM DUSK AUSTRALIA

As other customers have reported. I had a candle that was burning for 1 hour when the glass exploded and wax went everywhere. As per other reviews here, I was told it was user error. They do not take safety seriously. For a so called premium brand, their accountability and customer safety is non existent.

Extremely disappointing experience. Dusk used to be such a fantastic business. Unfortunately this is no longer the case. I can live with the reduced variety of items, but I wonder how many line items they actually have to sell. I have tried to purchase many different items online. Every item I have looked at was 'sold out'. This has been the… Read more

case for many weeks. It feels like bait buying. Why leave up items online that are no longer available? I feel as if I am being duped.

To top it off - I am a Dusk member (which costs money). The promises of the loyalty program do not materialise. This is misleading advertising. When I rang HQ to discuss this matter a recorded voice said to leave my name and number and they would return my call. I am still waiting.

I have recently purchased with another candle company: Hueseeka. They are far more responsive; have a much better range and are actually cheaper than Dusk.

Sad to see a good company go down the drain.

They used to be good, now they're crap. They take forever to ship items and when you follow them up they're unresponsive, or send a generic email which tells you nothing.

What happened to this company? I have been buying from dusk from day one. Customer service is appalling. Uselss and do not read emails or respond to concerns. Communication is disgusting. Customer service via email is what destroys this brand. You bring out a sale 5 for $50, email arrives inbox Sunday night at 9.37pm, and closed Monday morning… Read more

at 3am. Why on earth would you market this pathetic promotion. Australia sleeps Dusk! Get onto useless customer service team, informed sale was extended. I would have been better off talking to a brick wall. Tried to call, of couse, you can only leave a voicemail on the 1300 number. Request a supervisor and of course reps totally ignorant of that request. Good luck getting any support from dusk. Your products are great, but your service is extremely poor, non existent. Thanks for a big fat nothing [Name Removed]! By the time I found the items, of course, "sold out" "sold out" "sold out". I dont think they were ever available when the sale started. Joke.

Recently bought long burning tea lights. They are pathetic. Waste of money. This is disappointing as I have previously purchased these and they were good. Obviously Dusk has changed this product, the shape has certainly changed. Will not buy again.

From day one, Dusk customer service has been a nightmare. Slow responses, ignored emails, and a total lack of accountability. No one is willing to actually help or resolve the issue — just excuses followed by silence. Absolutely terrible service. Save your money and frustration and go elsewhere. In response to my email below, I was told the… Read more

membership fee was non-refundable. OUTRAGEOUSLY BAD CUSTOMER SERVICE - as if I would ever consider shopping with them again....

Hi Dusk Customer Service,

I am writing regarding my order #2008355836 placed on 11 January 2026, and my 2-year Dusk Rewards membership.

Your website stated standard delivery would take 4–7 business days (as does the order confirmation below), yet I received no tracking information within this timeframe despite lodging an online enquiry on 11 January, which was never answered. Your advertised phone number has also been consistently busy. After I followed up via Facebook Messenger, my order was finally posted today (10 business days since my purchase).

This delay has caused a significant issue. The item I purchased was a birthday gift for a friend staying in a motel in XXX until today. The gift has not only missed her birthday but will arrive after she has left XXX, completely undermining the point of the purchase. I am sure you can understand this situation is extremely frustrating, and that I am not a satisfied customer.

Given the lack of timely communication, delayed delivery, and extreme difficulty contacting and receiving a timely response from your support team, I request a refund or credit for my $10 membership as a minimum. I am extremely loathe to purchase from you in future given this recent experience, so really don't want the membership....

Ordered online. Requested to collect. The items were all available when ordering. I used a voucher set to expire as the company failed to send it in a timely manner. Paid, used voucher and credit card, and was emailed to say that the items were unavailable. So they were slow in sending the voucher, gave a cut off date within a few hours of the email, advertised stock and sold stock they did not have. Is the store real?! I’m a bit stunned.

I bought a box set of smallish scented soy candles. They were far from cheap but the quality was poor. The wicks in over half of them were not centred in the wax so the flame was getting very close to the side of the glass, heating it up and the wax was not melting evenly. Also a few of the scents smelled good in the box but really had little to… Read more

no punch when lit and placed in the room. Compared to Palm Beach, Circa, Glasshouse, Ecoya, they don't represent value for money. I will give them points for presentation. Their products do look beautiful.

I made an order with Dusk for Christmas. I placed my order 2 days prior to their supposed “cutoff” dates for Christmas delivery, paying $26 for express. They did not even ship the orders until after the cutoff date, and shipped everything individually from multiple different stores around the country, something they did not warn was a possibility… Read more

when I ordered, as most other shops let you know. I would have just clicked and collected from different stores had I known. One of the packages did not get shipped until the 23rd of December… more than a week after the order was placed, despite paying so much for express. I had already sent an email 5 days prior expressing concern that my items had not been shipped, and received an automated email telling me basically I wouldn’t hear anything for 5-7 days, so I knew I wouldn’t get a response until at least after Christmas and was fine with this, however I wanted to ask for a refund for the express shipping, and also express my disappointment at the lack of customer service/support received, as i think if there was a problem with this item from the order that caused a delay I should have been made aware. On the 2nd January, I received an automated email that a refund would be processed - great! But still no response from an actual customer service representative at any point in time though. Honestly, worst experience and extreme lack of any customer service or support is actually concerning for such a large business. Do better Dusk! And fix your vague and confusing (borderline deliberately misleading) FAQ’s on your website. I like the products, but things are poorly run.

Do not buy the diffuser love Anna the citrus smell one is dam gross. It's like it's gone off. Mouldy smell. Waste of money do not recommend this one at all. So disappointed as got it online. Yet I'm a huge fan of dusk. This one absolutely nope

placed an order on the 2nd Dec not even been processed. was for a secret santa that has now been ruined as they wont get it in time. Very unhappy, tried to contact customer service with no response will not be ordering from you again.

I have placed an order on 28/11, only half of it has arrived, one is still on the way but the others were unable to be supplied. They have offered no refund but counted these as the free ones (buy 2 get 2 free). I have left messages, and emailed them over 5 days ago and no one has gotten back to me. This has been a terrible experience as needed them for work Xmas gifts. Show details

I have been buying from dusk for many many years and I absolutely love the products. I’ve noticed over the years they have discontinued several of their scented candles all of which were my favourite ones.. Now to top it off they have discontinued the Osaka range. A bit of notice to their customers that this was happening would have been nice so… Read more

we could have stocked up beforehand.. The range they have now stinks and smells like car air freshener Or old peoples house.. So disappointing. Looks like dusk is going downhill and isn’t as great as it once was… Bring back Midnight Orchard, Harmony and Osaka!! Osaka is the best one you had!!!!!!!! Please bring that one back

I'm concerned too. I ordered 9 days ago online and for delivery. I've sent an email but what really scares me is that the order number I received is not trackable even though I ordered on Dusk.com.au.

I ordered an item online and paid for home delivery, I didn't receive an email about my order being shipped so I sent an email to find out, that was 2 days ago and I have not received a reply from Dusk, very annoying and worrying. Further news my online order has been delayed, been waiting for 5 days now no update on tracking since then am having to contact Dusk about it. Grrr.. What's going on!

I have noticed that the Dusk candles are smaller than they were a few years ago, and the fragrance is not as strong. I had one that was 4 years old and didnt burn and had very little perfume, and was told that it was too old that was the problem. Maybe they should put a use by date on them, I have many candles some 5 years old and do not have an… Read more

issue with them , such as Palm beach , Icoya , ect (all expensive) so I will not be purchasing Dusk candles again. The Company did replace the candle , but the replacement was smaller . The company was very good in making my claim for a new candle ,

I used to love these guys. Their tea light candles were perfect for wax melt burners. And their wax melt burners were also really cute and really well well-made. But all of that has changed in the past few years. The wax burners are bad quality now. They also changed the formula of their tea lights and they burn so hot that they have actually… Read more

broken three of my wax burners. Their marketing emails are also incredibly aggressive and persistent. I had to unsubscribe from all of their marketing emails and text messages because I was getting multiple every single day. They seem really desperate.

I did an online shop and they had a range of candles that had essential oils(The candle doesn’t even smell nice. They cannot be real essential as and if they are there’s hardly any in) that were more expensive than the other candles and it didn’t promote in the heading that they were a soy blend so I made the assumption that they were full sort… Read more

of candles I contacted the online team via email and phone number and you get no response. The phone number claims you’re calling outside of hours and to leave a voice message and no one calls back. Really disappointed. Won’t be doing a purchase again. The candles may look fun, etc but when someone wants actual soy candles and not a blend of paraffin it needs to be advertised as that and when a customer reaches out to discuss it there needs to be a response ,so i say crapola company

I have been at Dusk fan for years. Admittedly, I was disappointed when they discontinued their Parisian scent. I was in my late 20s and so replaced it with Tibet, Osaka and Honolulu. A while ago their range with Dolce Vita, Midnight Orchid etc really attracted me as it was more sophisticated scents, and I was now older and the sweet scents were no… Read more

longer me. But then they rebranded them amd these artesian scents were not the same. Back to the Osaka, Tibet etc but wasn't using a lot at they were too "young" for me. Along came the Tangier and the Australis. I was back to buying tealights, melts, reed refills and all size candles in these two scents. Tangier was great for my bedrooms and bathrooms and Austalis was in the hallway and living areas and both were outside depending on my mood. I started to note that the candle and melt scents were not as potent as they used to be. Before I could burn for 4 hours amd my house would smell like that all day amd night. People would walk in and smell it . But now people couldn't tell. The reed diffuser were still strong though. Now they have rebranded these and they no longer smell the same. I am disappointed. Just like The Body Shop.... scents aren't nice and dont last as long. I am giving up on Dusk after more than 20 years.