In-Store Pick Up

COVID-19 Update: Please expect a possible delay on orders. The current challenges presented by the pandemic mean there are delays within the freight and delivery network. Our delivery partner Australia Post is experiencing delays due to a high volume of parcels in their network. Whilst these delays are out of our control we are doing everything we can to ensure that our parcels are to the required standard during these delays. This means we are putting more effort into packaging to accomodate the delays. We politely ask that you bear with us during this challenging time.

HOT WEATHER POLICY: As we approach the warmer months in Australia we must take precaution when shipping our handmade Chocolate. We do this in a number of ways. Firstly, we ensure all orders are packed to the highest of standards with resources that help keep the products cool. This includes ice packs, styrofoam boxes and insulated bubble wrap. Additionally, our team constantly checks the weather of the destination cities and the city we are based in. If we feel that the weather is too hot then we will hold off sending your order until it is safe to do so.

WHERE DO WE SHIP TO?

We are currently shipping to NSW, ACT, VIC, SA, TAS & QLD.

HOW MUCH DOES IT COST?

Any order over $79 SHIPPING IS FREE!! But if you can't meet that amount then don't stress, we have very affordable shipping cost at $14.95.

HOW LONG WILL IT TAKE?

COVID-19 Update: Please note that these delivery estimates are without the current delays experienced by Australia Post. Please allow an extra 2-3 business days for metro cities and 3+ business days for remote locations.

All deliveries are estimates and are delivered within the express delivery network*. Please note, all delivery estimates are based from time of dispatch, not from the time an order was placed. We aim to process and dispatch orders within 1-2 business days. During seasonal periods it may take between 2-3 business days.

NSW - SYDNEY: 1-2 Business Days

NSW - REGIONAL: 2-4 Business Days

VIC - MELBOURNE: 1-2 Business Days

VIC - REGIONAL: 2-4 Business Days

QLD - BRISBANE / GOLD COAST: 1-2 Business Days

QLD - REGIONAL: 2-4 Business Days

TAS - HOBART: 1-2 Business Days

TAS - REGIONAL: 2-4 Business Days

SA - ADELAIDE: 1-2 Business Days

SA - REGIONAL: 2-4 Business Days

SHIPPING METHOD

We love our Chocolate and want to make sure it gets the best treatment possible. We get many questions about how we ship and if your chocolates will arrive safely, especially during hot weather. We ensure this by doing a few things:

Orders will only be dispatched Monday - Thursday to avoid your package sitting in the depot over the weekend - We don't want it to melt, do we!You will only receive your order between Monday - Friday, unless it is a public holiday.We will include 1 ice pack in each order to make sure the contents stay cool during warmer months.We use insulated bubble wrap to keep heat out of the box and contain the coolness of the ice pack.In extreme weather conditions we will hold off on sending your order. Instead, we will contact you to organise another delivery date to make sure you're aware of the delay.Each order will receive tracking notifications so you can see its journey and make sure you're home to collect it. Please note: Once your Chocolates arrive we cannot control how it is stored. So take care of it by storing it correctly (not in warm areas such as cars, near the window, or outside for a long period of time).

Contact us on (02) 9636 9535 between the hours of 9am – 4pm Monday – Friday if you require any special delivery requirements.

CAN I PICK UP MY ORDER FROM YOUR STORE?

Yes, you certainly can. We offer a free pick up service from our store located in Pemulwuy, NSW. Simply select the In-Store Pick Up option during checkout and nominate a date and time for collection.

Our address is 44 / 2 - 4 Picrite Close, Pemulwuy NSW, 2145. If you've never been to the shop before we recommend using Google Maps for directions. Unfortunately other navigation apps are inaccurate with our position.

We're located approximately 1km away from Raging Waters and down the road from the Berry Patch Day Care Centre.

RETURNS, REFUNDS & CANCELLATIONS

We advise customers to order carefully as we cannot exchange or refund goods due to their perishable nature.

Cancellations and refunds are acceptable if your order has not yet been dispatched. Once your order has left our shop we can no longer process a refund. We have implemented our 'Happiness Guarantee' for customers who have received damaged goods.

HAPPINESS GUARANTEE

Our happiness guarantee are for orders that have been received in an unacceptable condition. If you experience this please contact us so that we can arrange either a refund or a replacement. Please note that refunds or replacements are approved at our discretion.

We cannot be held responsible for orders that are not handled with care after delivery.

*Disclaimer: We believe that we have partnered ourselves with excellent delivery partners although, there may be times when, despite their best efforts, parcels are delayed in the delivery process. We are not liable for such delays and request that customers understand delivery is out of our control once passed onto Australia Post. If there are delays and your parcel has not been received within an adequate timeframe we will gladly offer our support and lodge an enquiry with Australia Post. Such enquiries tend to take a few business days to look into and once Australia Post have successfully found a resolution that will contact us with an update. Please also note that this process can be submitted by the customer directly to Australia Post. At times this may be a faster process, particularly during seasonal periods. If you have any questions about our shipping policy please email us at info@coco88.com.au

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.

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 - info@coco88.com.au 

What if I’m not home to accept my delivery? Our delivery partners are under instruction to not leave your order at your door or outside. If you are not home then they will take your order to the nearest Post Office. This information will be left on a Post Card at your door or in your mail box.We recommend that you have your chocolates delivered to a location where someone is available to accept them.

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.

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.

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.

How long will delivery take? The time of arrival for your order will depend on your location. Please visit our Shipping page for more information.

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 info@coco88.com.au. 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 info@coco88.com.au. Our customer service team will resolve this issue.

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 info@coco88.com.au

Still have some questions? Email us at info@coco88.com.au with your question and we will respond to you as soon as possible