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

If a parcel is returned to us due to incorrect or incomplete address details, failure to collect, or inability to deliver, the customer will be responsible for paying reshipping charges.

If the order is cancelled as a result, any refund issued will exclude the original shipping fee and any return fees charged by the courier.

Incorrect Shipping Information

Please ensure your shipping details are accurate and complete at checkout. While we will make reasonable efforts to amend addresses if contacted promptly, we cannot guarantee changes once an order has been processed or dispatched.

Once dispatched, we are unable to redirect parcels. If an address change is required after dispatch, the parcel must be returned to us, and a new shipping fee paid by the customer before it is resent.

Authority to Leave (ATL)

If you choose Authority to Leave at checkout, you accept full responsibility for the parcel once the courier marks it as delivered. We are not liable for loss, theft, or damage to parcels delivered under ATL.

Damaged or Lost Items

If your parcel arrives damaged or goes missing, you must contact us within 7 days of the delivery date or expected delivery date. We will lodge an investigation with the courier service on your behalf.

Please note: Courier investigations can take 7 to 10 business days to complete. No replacement, credit, or refund decisions will be made until the courier's investigation has been fully resolved.

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 over $150 (AUD) within Australia. However, certain limitations and restrictions do apply. Free shipping does not extend to orders containing bulky or oversized items, or to deliveries addressed to remote or rural areas. 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, we will contact you directly to advise of any applicable surcharges and discuss available options.

PO Box Deliveries

If you are using a PO Box as your delivery address, your order must be shipped via Australia Post. Other couriers generally do not deliver to PO Boxes.

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 

• Orders containing pre-ordered items will not ship until all items are in stock
• If you would like in-stock items shipped separately, please contact us. Additional shipping fees will apply. 
• Estimated shipping dates for pre-orders are subject to change due to supplier or production delays. We will notify you of any significant updates. 
• Payment is taken at the time of purchase to secure your pre-order item. 
• Pre-ordered items cannot be cancelled or refunded due to change of mind. This policy does not exclude or replace your rights under the Australian Consumer Law, including your rights to a remedy if a product is faulty, not as described, or delivered unreasonably late. 

Your Rights Under Australian Consumer Law

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

 

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 or returning them in store, 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 chocolate and other heat-sensitive products, such as 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.

Outlet and Clearance Items

Products sold through our Outlet or Clearance section are often discounted due to approaching or past best before dates, discontinued lines, or excess stock. These items are sold as-is and are not eligible for return, exchange, or refund, unless they are faulty or otherwise required by law.

Some products may be past their best before date. In such cases, the best before date is clearly stated in the product description. It is the customer’s responsibility to read the product details carefully before purchasing any Sale items.

We would never sell any product that is unsafe to use or consume. A best before date does not mean the product is unsafe after that date. It simply indicates that the product may lose some of its quality, such as texture or flavour, over time. As long as the product is not damaged, deteriorated, or perished, it is still considered safe to consume after its best before date.

By purchasing Sale 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. 

Restocking Fee

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. Once an order has been prepared, the restocking fee will apply.

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.