Can I request my order to be shipped on a certain day? Unfortunately, we cannot offer any guarantees around shipping your order on a certain day.
Can I request my order to be delivered on a certain day? Again, unfortunately, this is not guaranteed. Since we use Australia Post it means that once your parcel is in the delivery network it will be delivered in accordance with the Australia Post estimates. Please note that these estimates do not consider delays.
How do you ship your Chocolates? Won't they melt during summer? We know that it can get quite hot which is why we do everything possible to make sure it arrives to our customers in the best condition. How we do this is by packaging it to the highest standard. All orders include at least 1 ice pack, insulated bubble wrap to not only protect the contents but to keep them cool too, and we use styrofoam boxes which is another way to ensure they stay cool. Our only form of transit is Express Post and we do not send any parcels on extremely hot days. Despite these measures, we understand that nature can get the better of us no matter how hard we try. If you have received your chocolates in an unsatisfactory condition please email us and our friendly staff will look after you - email@example.com
Since Chocolate is a heat-sensitive product, we will do our best to ensure you receive it at the best temperature possible. However, we cannot take responsibility for any melted products after delivery has occurred.
How do I store my chocolates? Chocolates are best stored in a cool dry place away from sunlight and strong odours. Avoid putting the chocolates in the fridge as it will cause condensation.
What if my products are damaged or melted? If you have received your products and they are damaged please take photos and email us immediately at firstname.lastname@example.org. One of our staff members will review your order and contact you within 24hrs.
How can I track my order? Once your order has been dispatched you will receive an email confirmation with shipping details and a tracking number.
Can I make changes to my order after it has been placed? We are happy to amend or add products to your order if it is still yet to be picked & packed. Please contact our team ASAP on (02) 9636 9535 from Mon-Fri 9am-4pm AEST. Any products that have been added will need to be paid prior to dispatch. In such cases, we will organise an invoice of the price difference to be sent to you immediately.
Where do you deliver? We currently deliver our Chocolates to Metro and Regional areas of NSW, VIC, SA, TAS & QLD.
Do you have a Click & Collect option? Yes we certainly do. During checkout ensure you select an in-store pick up option and nominate a date for collection. Please note that most Click & Collects will be available for collection 2 hours after ordering.
The items I have received are incorrect / or missing. What do I do? We’re sorry to hear this! Please call (02) 9636 9535 Mon-Fri 9am-4pm AEST or email us at email@example.com. Our customer service team will resolve this issue.
How does the pre-order system work? Any orders that contain products that are listed as pre-order will be collected and shipped at a later date. Our pre-order system allows us to anticipate demand and produce our products as fresh as possible. This ensures our customers are receiving the best quality product at time of delivery.
When will my pre-order be shipped? Good news! We've started shipping pre-orders as of November 30th! We will continue shipping orders until December 17th, although we endeavour to ship all orders by December 10th. If you have submitted an enquiry to find out what day your order will be shipped please note that we are unable to give you an exact day or time. We have many orders to ship but we will do our best to give you an indication. However, this is not a guarantee.
When will I receive my pre-order? Once your order has been shipped you will receive it in accordance with Australia Post delivery estimates. We only use Express Post for our parcels and most suburbs within the metro cities of Australia will receive it within 1-2 business days. You will receive tracking updates via email and sms so you can track your parcel at any time.
What happens if I order in-stock items and pre-order items? Any orders that contain products that are in stock and pre-order will be dispatched together when the pre-order item is available. Unfortunately, we cannot send items separately.
Can I return an online order in-store? We cannot issue you with a refund in store for a purchase made online. Likewise, we cannot issue you with a refund online for purchase made in store.
Can I purchase a gift card online? Yes of course! Click on our ‘Gift Cards’ section to make your purchase. Please note: Gift cards purchased online cannot be redeemed in-store.
How do I get in touch about wholesale? Please send all wholesale inquiries to firstname.lastname@example.org
Still have some questions? Email us at email@example.com with your question and we will respond to you as soon as possible