Shipping, Refunds & Returns
• Current processing time for dispatching orders from receiving them is 1-2 business day.
• Shipping times are based on the day of dispatch, not the purchase date.
• If you place an order after 2pm Thursday, Friday or during the weekend, it will be dispatched on Monday.
• For detailed delivery times please visit the AusPost website and enter our postcode of 6000 followed by your postcode.
• Yes, we deliver to PO Boxes & Parcel Lockers.
• Lockdowns & Restrictions in your states may alter the delivery timeframes below.
All Domestic Orders > $50 or those of any value that include perishable items are posted as Signature on Delivery. This means items WILL NOT be left if no one is present at the address. The item will be taken to the nearest Post Office for collection. Should you wish us to change this to ‘Authority to Leave’ please flick us an email afterwards and we’ll have this changed. Please note we will not take responsibility for the items condition or location if it is marked as ‘delivered’ by Australia Post after being left without a signature. Even with ‘Authority to Leave’ marked against your delivery, if there is no safe places for Austraia Post to delivery, they will take your order to the nearest Post Office for collection.
Please allow approximately 4-8 business days for delivery depending on where you are in Australia.
For Northern Territory and other regional customers, please allow up to 10 business days for delivery.
Please allow additional time for delivery if you are outside the Australia Post National Express Network. For more details, click here.
Refunds & Returns
IF YOUR PRODUCT IS FAULTY OR DAMAGED
We will happily provide you with a replacement or refund if your product is faulty, incorrect, not as described and/or damaged. This doesn’t happen very often, but mistakes do happen. Please contact us at email@example.com and we’ll sort something out straight away. We’ll apologise profusely and advise you on how to send the item back to us if required.
We do our best to package products so that there is minimal chance of them sustaining any damage while travelling to you. Sadly, we don’t always win. If a product arrives damaged in any way, please email us a photograph of the breakage and we will send a replacement out as soon as possible.
Depending on the damage done or what the product is, we may ask you to return the parcel to us.
If you’ve decided you’d rather have a refund rather than a replacement, as soon as the faulty item has been posted back to us, we will refund you fully for the product as well as the initial shipping costs you may have paid.
INCORRECT ADDRESS BY CUSTOMER
If you enter an incorrect address (i.e missing unit / flat number, undeliverable house number etc), there are several scenarios and options.
1. If the product is not delivered and is returned to us, we will offer to re-send to the correct address at an additional delivery cost.
2.If the product is not delivered and is returned to us and you do not wish to re-send, providing the product is in a resellable condition (not always the case with chocolate products), we will provide a full refund of the order cost minus $10 to cover Australia Post’s return to sender fee. We will not refund the original delivery fee.
3. If the product is delivered to the incorrect address, we will unfortunately not be able to refund you, as it has been delivered successfully to the intended address on the order.
RECALL ORDER (WHILST IN TRANSIT)
If you have a change of mind whilst your order has already been fulfilled and is in transit, you can request to recall the order. Australia Post charge a fee of $10 for this so we will pass this on. Orders that are in the final stage of their delivery are not able to be recalled.
CHANGE ADDRESS (WHILST IN TRANSIT)
If you have any reason to change the delivery address whilst your order is in transit, we can request a redirect with Australia Post. This also has a $10 fee which will be passed on.
Please note we do not guarantee delivery times provided as we are unable to control this part of your order. We do however guarantee getting your order processed & dispatched in a timely manner. If orders arrive over +10 business days outside of the expected delivery time for the method of delivery you used (processing time + max delivery time window), then we would allow a full refund of the product price on return of the item in its unopened condition. This excludes any food item or any item that is customised in any way (gift wrapped / written message etc). You would be responsible for the postage cost of returning the item to us (unless the delay is significant i.e 20+ days, then we would offer to cover this cost also).
Due to the nature of chocolate (It melts when its hot!), we may occasionally not post your product on the expected dispatch day due to the temperatures simply being too hot. Doing so would very likely result in a melted mess arriving at your door. As we enter into the hotter months (December / January / February), we may consider postponing posting your order that was meant for a Thursday/Friday dispatch, until the following Monday as orders typically dispatched on these days spend all weekend in a hot warehouse.
Above 25C? We always recommend using our Express Post (with ice packs) delivery option when your delivery location is above 25C. We guarantee all our chocolate deliveries will arrive in an unmelted condition when this delivery option is selected and will fully replace at our cost if it arrives melted. If you select a slower delivery option/one that doesn’t include ice and your order melts, we will not be held responsible.
Unless the item is damaged or faulty, or late by over 20 business days, we do not accept refunds / returns of customised items.