Shipping & Returns

Shipping Policy

Dispatch Timeframes

We endeavour to dispatch all orders within 72 hours of confirmation. However, for the purpose of completing your order, you acknowledge that the stated delivery timeframes are estimates only and do not include processing time. While we endeavour to pick, process, and dispatch orders promptly, there may be a delay of 1–2 business days before dispatch.

Please note that we do not guarantee same-day dispatch, and Express Shipping options do not alter this. During peak periods, sales events, or due to unforeseen circumstances, further delays may occur. If your order is affected by a dispatch delay, we will attempt to contact you.

If we do not receive a response within 14 days from the date of our first contact, we reserve the right to cancel the order. Any applicable refunds will be processed in accordance with our standard returns policy and Australian Consumer Law.

Delivery Timeframes

Delivery timeframes are provided by the courier companies and are intended as estimates only. We do not set or guarantee these timeframes. External factors such as weather, high volume periods, and operational delays may impact the delivery schedule.

Once your order has been dispatched and is with the courier, we no longer have control over its transit or delivery. We recommend monitoring your tracking link for updates.

Adding Items to Your Order

If you’ve placed an order and would like to add additional items, please reply to your order confirmation email as soon as possible with the details of the items you wish to include. We will do our best to accommodate your request.

Please note that adding to an existing order may delay dispatch and could incur additional shipping charges, particularly if the items are bulky, heavy, or affect the overall packaging requirements. Once an order has been packed or dispatched, we are unable to make any changes.

While we’ll always try to assist where possible, we cannot guarantee that changes can be made, as it may be difficult to locate and modify orders during our packing process.

Returned Parcels / Non-Delivery

We strive to ensure every Red Spoon order arrives quickly and safely. Please be aware that when a parcel is returned to our warehouse due to a delivery failure, it incurs significant costs for return freight and administrative handling.

  • Flat Rate Return Fee: A flat rate fee of $15.00 applies to all parcels returned to our warehouse. This fee is a direct recovery of the costs charged to us by our shipping partners to return the parcel and covers the administrative labour required to manage the return, contact the customer, and process the items.

  • Common Reasons for Returns: To avoid these charges, please double-check your delivery details and ensure your property is accessible. This fee applies if a parcel is returned because:

    1. The delivery address provided at checkout was incorrect or incomplete.

    2. The parcel was not collected from the local post office or designated pick-up point within the carrier's required timeframe.

    3. Access Issues: The courier was unable to safely access the property; this includes locked gates, long or obstructed driveways, aggressive dogs, or apartment complexes where there is no secure place to leave a parcel or a buzzer was not answered.

  • Option 1: Reshipping Your Order If you would like your order sent out again, you will be required to pay the $15.00 Return Fee plus a new shipping charge. This applies to all returned parcels, regardless of the reason for the return.

  • Option 2: Cancelling Your Order If you choose to cancel your order after it has been returned to us, please note the following:

    • Shipping Fees: As the initial shipping service has been fully utilised in the attempt to deliver your order, the original shipping fee is non-refundable.

    • Product Refund: We will issue a refund for the Product Subtotal (the cost of the items) minus the $15.00 Return Fee deducted from this amount.

  • Zero-Value Refunds: If the $15.00 Return Fee is equal to or higher than the cost of the products ordered, no refund will be issued and the order will be closed to cover the incurred return freight and handling costs.

  • Courier Notifications & Errors: Most shipping partners now utilise digital notifications (email, SMS, or App alerts) as their primary contact method, though some may still leave physical "missed delivery" cards. It is the customer's responsibility to monitor all forms of notification, including checking junk or spam email folders.

    If you believe a carrier error occurred (e.g., they did not attempt delivery despite clear access), please contact us directly. To assist with a formal investigation, we require you to provide clear evidence, such as photographs of the delivery location showing it was safely accessible. No fees will be waived or refunds issued until the carrier has completed their investigation and provided an official report (including GPS data and scanning logs) confirming the cause of the return.

Incorrect Shipping Information

Please ensure your shipping details are accurate and complete at checkout. We recommend double-checking your unit number, street name, and postcode before finalising your order.

  • Address Amendments: While we will make reasonable efforts to amend addresses if contacted promptly, we cannot guarantee changes once an order has been processed or dispatched from our warehouse.
  • Incorrect Address Returns: If a parcel is sent to an incorrect address provided at checkout and is subsequently returned to us by the carrier, it will be treated as a Return to Sender (RTS).
  • Fees for Resending: To have the parcel resent to a corrected address, the customer is responsible for:
    • The $15.00 Return Fee (to cover the cost of the parcel's return to our warehouse).
    • A new shipping fee (to cover the cost of the second delivery attempt).

  • Unrecoverable Parcels: If an order is delivered to the incorrect address provided by the customer and is not returned to us by the carrier, Red Spoon Company is not liable for the loss and no refund or replacement will be issued.

Authority to Leave (ATL)

Please be aware that Economy shipping services and/or orders marked with Authority to Leave are offered as uninsured delivery options.

Because these services do not include courier-backed insurance or warranty coverage, Red Spoon Company is unable to provide refunds, credits, or replacements for parcels that are lost, stolen, or damaged in transit or after delivery.

By selecting these shipping options, you acknowledge that:

  • The risk of delivery is borne by the customer.
  • These parcels are not eligible for transit warranty claims.
  • Red Spoon Company is not liable for any loss or damage once the order has been dispatched.
Damaged or Lost Items

If you have selected a Standard or Premium shipping service (which includes transit insurance), you must contact us within 7 days of the delivery or expected delivery date if your parcel is damaged or missing. We will lodge a formal investigation and insurance claim with the courier on your behalf.

Please note:

  • Investigation Process: Courier investigations typically take 7 to 10 business days to complete.
  • Resolution: No replacement, credit, or refund decisions will be made until the courier's investigation has been fully resolved and the claim is approved.
  • Uninsured Services: As noted in our policy above, Economy and Authority to Leave services are strictly excluded from this process as they do not carry the necessary insurance for us to lodge a claim on your behalf.
Shipping Costs

Shipping fees are non-refundable under normal circumstances. This includes, but is not limited to, situations where a parcel is returned to us due to incorrect or incomplete address details, the parcel is not collected or delivery is refused, or the order is cancelled after dispatch. Refunds on shipping costs will only be provided where required under Australian Consumer Law.

Free Shipping

We offer free standard shipping on orders starting from $175 AUD (NSW, ACT, VIC, QLD, SA) and $220 AUD (WA, NT, TAS).

Free shipping does not extend to orders containing bulky or oversized items, deliveries to remote or rural areas, or orders addressed to PO Boxes and Parcel Lockers where the cost exceeds our standard courier rates. Additionally, it may not apply to orders requiring special handling or packaging.

Where free shipping is applicable, we reserve the right to choose the most cost-effective and efficient shipping method available. If your order falls outside the free shipping criteria or requires a premium service (such as Australia Post to a PO Box), we will contact you directly to advise of any applicable surcharges or to request a physical delivery address.

PO Box Deliveries

If you are using a PO Box as your delivery address, your order must be shipped via Australia Post as other couriers do not deliver to these locations. Please note that Australia Post is often not the most cost-effective shipping method; therefore, providing a PO Box may disqualify an order from free shipping or incur additional charges.

If a PO Box address is provided and an alternative shipping method is selected, this may delay the processing of your order and could incur additional shipping charges. In such cases, we will contact you directly to arrange the appropriate shipping option. To avoid delays, please ensure that PO Box deliveries are selected with the correct Australia Post shipping method at checkout.

International Orders

We ship internationally to select countries. Please be aware that customs duties, import taxes, and other fees may apply depending on your country’s regulations. These charges are the responsibility of the recipient and are not included in the order total.

Delays caused by customs clearance are beyond our control. We recommend checking your local import rules before placing an order.

Oversized or Bulky Items

Some products are considered oversized due to their dimensions, weight, or the difficulty in packing them securely. These items are generally indicated as bulky on the product page and may attract additional shipping charges.

If your order includes a bulky item, we will contact you to provide a revised shipping quote, discuss available delivery options, or arrange for a partial or full refund if shipping is not feasible. We will always aim to communicate clearly and work with you to find the most suitable and cost-effective solution.

Pre-Ordered Items 

To help you secure high-demand items, we offer pre-orders. Please read the following terms carefully before placing a pre-order:

  • Payment & Dispatch: Payment is taken in full at the time of purchase to secure your items. Orders containing pre-order items are shipped together once all items are in stock. We do not offer partial shipments as standard.
  • Estimated Dates & Delays: Dispatch dates are estimates provided by suppliers and are subject to change. Your order confirmation serves as the primary notification of the expected wait time; we will only contact you if a delay exceeds a three-week buffer from the original estimate.
  • Cancellations: As stock is reserved specifically for you, we do not offer refunds or cancellations for change of mind. This does not exclude your rights under Australian Consumer Law regarding faulty products or delivery delayed beyond a reasonable timeframe.
  • Split Shipping: To receive in-stock items sooner, you may contact us to arrange a separate shipment for an additional shipping fee.
Your Rights Under Australian Consumer Law

This policy does not exclude or replace your rights under the Australian Consumer Law (ACL).

 

Pick Up Orders

Order Collection

When selecting click and collect at checkout, please wait for a confirmation email advising your order is ready for pick-up before attending the collection point. Orders are processed between Monday and Friday, and we aim to have all pick-up orders processed within 24 hours, though this is not guaranteed. A confirmation email will be sent once your order is packed and ready for collection.

Contact Regarding Pick-Up Orders

Deli Republic acts as a pick-up location on behalf of Red Spoon Co. They do not hold stock, are not involved in order processing, and are unable to assist with enquiries about your order. For this reason, their contact details are not listed on our website. All communication regarding your order must be directed to Red Spoon Co.

We recommend providing both a valid email address and phone number when placing your order, in case we need to get in touch regarding your collection.

Time-Sensitive or Urgent Orders

If your order is time-sensitive or required by a specific date, please leave a note in the comments section at checkout or contact us directly before placing your order. We will do our best to accommodate your request.

If you need to arrange an urgent pick-up, please get in touch with us prior to placing your order to confirm if this is possible. We are happy to assist where we can.

Cancellation for Pick-Up Orders

All cancelled pick-up orders are subject to a 20% restocking fee, calculated on the total value of the order. This fee covers the time and resources allocated to preparing your order, transferring stock, and recollecting stock.

Please notify us as soon as possible if you wish to cancel a pick-up order. Once an order has been prepared, the restocking fee will apply.

Returns for Pick-Up Orders

Returns are not accepted for change-of-mind purchases.

If you believe you have received an incorrect or faulty item, please contact us within 48 hours of collection to request approval. Returned items must be unused, in original condition, and accompanied by proof of purchase or valid ID.

Returns and exchanges will only be accepted once approved by our team. If approved, items can be dropped off at the original pick-up location or an alternative arrangement can be made. Exchanges must be arranged prior to returning any items.

 

Returns Policy

In the event you need to return a product/s please see below for further information:

WHAT can be returned?

We accept returns for items that are faulty, damaged in transit, or incorrect upon delivery. We do not accept returns for change of mind on online orders.

Food items, including chocolate and other temperature-sensitive products, may only be returned if incorrect or at our discretion. We cannot guarantee the condition of food items once they leave our premises, particularly those that are susceptible to environmental factors such as heat, humidity, or improper storage during transit. As such, returns for food items are not guaranteed.

All return requests must be made within 48 hours of receiving your order. Items must be unused, in their original packaging, and in a saleable condition. Approval must be obtained before sending anything back.

Change of Mind Returns

We are not obligated to accept returns for change of mind. However, if we approve such a request, a restocking fee of 20% of the product’s original purchase price will apply. Shipping costs are non-refundable, and return shipping is the responsibility of the customer.

If the returned item is found to be used, damaged, or not in resellable condition upon inspection, we reserve the right to decline the return and no refund or credit will be issued. In such cases, the item can be returned to the customer at their expense.

If return shipping is not arranged within 14 days, the item will be considered abandoned and may be disposed of. A handling and disposal fee of 20% of the item’s purchase price may also apply.

WHEN do items need to be returned by?

Your intention to return items has to be made clear to us within 48 hours of receiving your order after this time returns will be at our discretion. 

WHERE do items need to be returned to?

Address will be provided upon approval of return.

HOW do customers return items?

Before sending anything to us, please call or email us to receive approval to do so. Once written approval has been given any items you wish to return can be returned via mail.

Shipping & Returns for Chocolate and Heat-Sensitive Products

We take every precaution to ensure heat-sensitive products, such as chocolate and freeze-dried items, are packed carefully to minimise the risk of damage. However, these products are particularly susceptible to heat and humidity, especially between the months of October and March.

By purchasing these items, you acknowledge and accept that:

  • We cannot guarantee the condition of these products upon arrival due to conditions during transit that are outside our control.
  • We do not accept responsibility for any heat damage or quality degradation that may occur in transit.
  • Refunds or exchanges will not be offered for items affected by heat or humidity.

To reduce the risk of heat damage:

  • We may delay dispatching orders (including express orders) that contain heat-sensitive items if temperatures are deemed too high, or if your order is likely to be held in a courier depot or warehouse over a weekend.
  • We avoid dispatching heat-sensitive items on Fridays during warmer months to minimise time spent in transit.
  • We recommend placing orders for chocolate and other heat-sensitive products at the beginning of the week to avoid weekend delays and increase the likelihood of safe delivery.

If you choose to place orders for these items during warmer months, you do so at your own risk.

Sale and Outlet Items

Items that are on sale, clearance, or listed in our Outlet section are sold as-is and are not eligible for return, exchange, or refund, unless faulty or otherwise required by law. These products may be discounted due to approaching or past best before dates, discontinued lines, or excess stock.

Some items may be past their best before date. Where applicable, this date is clearly stated in the product description. It is the customer’s responsibility to review product details carefully before purchasing.

Please note that best before and expiry date regulations vary between countries. For example, products manufactured in the USA, Europe, or parts of Asia often carry shorter best before periods compared to Australian standards. Once international shipping and customs processing are factored in, some imported items may arrive with a shorter remaining shelf life — though they are often safe to consume well beyond that date. For this reason, certain products may be marked down or placed on sale.

We do not sell products that are unsafe for use or consumption. A best before date refers to peak quality — not safety. Products past their best before date may experience changes in texture, flavour, or appearance but are still considered safe to consume if not damaged or perished.

By purchasing sale, clearance, or outlet items, you acknowledge and accept these terms.

SHIPPING for returns

The cost of return shipping will be the responsibility of the customer. The original shipping rates for the order are non-refundable. Where we deem a return has to be made due to an error on our behalf we will cover the cost of the return.

CREDIT for returns

Returned items will be refunded to the original payment method at the time of purchase, alternatively, we can provide credit to be used online with your next purchase. 

Packing materials

We take every care to ship items with protective packaging where required to ensure they arrive in the same condition they are sent out in. When returning items to us you bear the responsibility for ensuring the items are packed in a way that will minimise the chance of damage in transport. Any items damaged in transit may not be returnable!

Order Cancellations

If there are issues with your order that require clarification or confirmation, we will attempt to contact you up to three times—typically via email, or phone if a number has been provided. Please be aware that emails may be filtered into your junk or spam folder.

If we do not receive a response within 14 days of our first attempt, we reserve the right to cancel the order. Any applicable refunds will be processed in accordance with our standard policies.