Order Preparation (Handling Time) and Shipping

We’re committed to getting your order out as quickly as possible.

Each product displays an estimated “days to ship” timeframe on our website, in your shopping cart, and on your tax invoice — a general guide to the handling time before dispatch.

If your order includes multiple items with different “days to ship” timeframes, we’ll dispatch everything together once all items are ready.

In most cases, orders are shipped earlier or on the shorter end of the estimated timeframe, though at times it may take closer to the longer end depending on overall order volume in our system.

Once all items in your order are ready, your order will be shipped via your chosen shipping method.

When does the countdown begin?

To keep things running smoothly and manage timeframes, we use a daily 8 a.m. (Sydney time) cut-off.

• If your order is placed before 8 a.m. on a business day, that day counts as Day 1.

• If your order is placed after 8 a.m., the next business day counts as Day 1.

Please note:

• These timeframes are guides only, not guarantees, and may vary slightly depending on stock levels or order volumes.

• The “days to ship” timeframe refers to handling time only and does not include delivery, which begins once your order has been dispatched.

• Delivery time depends on your selected shipping method (e.g. Regular or Express Post) and your location.

• Selecting Express Post affects delivery speed after dispatch, but not the time required to prepare your order.

Shipping Methods & Timeframes

Shipping costs are calculated based on the weight and destination of your order. These charges will be displayed in the shopping cart before payment.

Delivery transit times may vary depending on your location. Metro areas in Australia typically experience faster deliveries, while non-metro and rural areas may take longer.

Please note: The transit timeframes provided below refer to the time it takes for your order to be delivered after it has been shipped (dispatched) from our warehouse. This does not include the handling time required to prepare your order for shipment. 

Transit times are estimates only and are not guaranteed. Delays can occur due to factors beyond our control, such as postal service delays or customs clearance.

For more information on transit timeframes, please visit the Australia Post website.

Domestic Transit Timeframes:

• Regular Post
  NSW/ACT: 2–4 business days
  VIC/QLD: 3–5 business days
  SA: 4–6 business days
  TAS: 5–7 business days
  WA/NT: 7–14 business days
  Lord Howe Island, Norfolk Island, Christmas Island, Cocos (Keeling Island): 12–16 weeks

Note: The Regular Post timeframe shown for Lord Howe Island, Norfolk Island, Christmas Island and the Cocos (Keeling) Islands is provided for comparison only. We currently offer Express Post only to these destinations.

• Express Post
  NSW/ACT: 1–3 business days
  VIC/QLD: 2–3 business days
  SA/TAS: 2–4 business days
  WA/NT: 2–5 business days
  Lord Howe Island, Norfolk Island, Christmas Island, Cocos (Keeling Island): 2-3 weeks

International Transit Timeframes:

• International Standard Mail
  Approx. 14–28 business days

• International Express Mail
  Approx. 7–14 business days

Shipping Carrier & Tracking

We use Australia Post for deliveries, and all available shipping methods include tracking. You will receive a tracking number once your order is shipped.

For international deliveries, your local postal service will handle final delivery. Once the parcel arrives in the destination country, we recommend using the destination country's postal service website to track the remainder of your parcel’s journey.

Free Shipping

We offer free shipping within Australia in the following cases:

1. Products marked “FREE SHIPPING”: Products with this label are eligible for free shipping within Australia. If combined with other items, the entire order remains eligible, subject to conditions and weight limits.

2. Orders over $199: Australian orders with a product total exceeding $199 (excluding shipping costs) are eligible for free shipping, subject to conditions and weight limits.

Free Shipping Conditions
Free shipping offers are subject to weight limits and destination-based restrictions. If an order is eligible for free shipping but exceeds the applicable weight limit for the delivery location, a discounted shipping rate will be applied instead.

This is clearly displayed at checkout, along with a message explaining why the free shipping offer has been adjusted to a discounted shipping rate.

Where free shipping is not available due to these limits, we provide subsidised shipping rates to help reduce delivery costs.

Free shipping is sent via Regular Post and applies to Australian domestic orders only.

Free or discounted shipping is not available to the following locations. We only offer Express Post delivery to these areas due to extended delivery timeframes with Regular Post, to help ensure more reliable and timely delivery.

• Lord Howe Island
• Norfolk Island
• Christmas Island
• Cocos (Keeling) Islands

Heat-Sensitive Products

Heat-sensitive products are identified on their product pages and sent with a complimentary cold pack, which is frozen at the time of dispatch. The cold pack may thaw during transit.

We recommend selecting Express Post. Regular Post takes longer and increases the risk of heat damage during transit. If you choose Regular Post, we do not offer a refund or replacement solely for heat damage caused by the longer transit time, except where required under Australian Consumer Law.

Heat-sensitive products are not eligible for change-of-mind returns. Please see our Returns Policy for details.

Chocolate Products

Please note that chocolate bars may melt or become heat-affected during transit, especially during warmer months. Chocolate is a temperature-sensitive product and can be affected by high temperatures while in storage, transport, or after delivery if left unattended.

To minimise this risk, we strongly recommend the following when ordering chocolate:

• Select Express Post at checkout, as this reduces the time your parcel spends in transit
• Do not request authority to leave the parcel unattended, as this may expose it to heat upon delivery
• Check the weather forecast in both Sydney (our dispatch location) and your delivery location, and only place an order if the temperatures are expected to remain moderate (ideally below 26°C) for at least seven days following your order date

Express Post reduces transit time but does not prevent heat exposure. We do not offer a refund or replacement solely because chocolate melts or becomes heat-affected during transit or after being left unattended following delivery, except where required under Australian Consumer Law.

Delivery Address

Please ensure that your shipping address is accurate when placing an order. We are not responsible for failed deliveries due to an incorrect or incomplete address provided by you.

If sending to a business address, please include the business name in your shipping details.

If you provide an incorrect delivery address and the carrier confirms that the parcel was delivered to the address you provided, we do not offer a replacement or refund solely because the parcel did not reach your intended address. If the parcel is recovered and returned to us, our Return to Sender process will apply.

Authority to Leave

As a business, we prefer parcels not to be left unattended, as this is the safest way to receive your parcel. Granting authority to leave carries risks, as it removes the added security of ensuring the parcel is directly handed to the recipient or a designated person upon delivery.

By default, parcels will not be left unattended unless you grant authority to leave.

Authority to leave can be granted in the following ways:

• During checkout: You may grant authority to leave when placing your order.
• Directly via the shipping carrier: The carrier may ask if you would like to provide authority to leave when the parcel is out for delivery.
• Standing arrangement with the carrier: You may have a customer profile with the carrier, such as Australia Post’s MyPost app or website, that automatically grants authority to leave.

You may request a preferred location at your delivery address for the parcel to be left, such as the front door. However, your preferred location is not guaranteed, and the driver may choose a different location at that address.

If you grant authority to leave and the parcel is correctly delivered to your address in accordance with that authority, we do not provide a replacement or refund if it subsequently goes missing or is damaged while unattended.

If you believe the parcel was left at the wrong address or was not delivered in accordance with your authority, please contact us so we can investigate with the carrier.

Even where authority to leave has been granted, the driver may decide not to leave the parcel and instead take it to a local post office for collection.

Attempted/Failed Delivery

If delivery is attempted and cannot be completed, your parcel will, in most cases, be taken to a local post office or depot for collection. You will receive a notification via card or tracking update, and it is your responsibility to retrieve the parcel from the carrier.

In some cases, external factors—such as safety hazards, restricted access, or Australia Post’s delivery procedures—may prevent the driver from completing the delivery at your address. When this occurs, the parcel will be redirected to a local post office for secure collection.

If a delivery fails due to an incorrect or incomplete address, the parcel may be returned to the sender without first being taken to a post office. In such cases, return fees may apply.

Please monitor your tracking number to stay informed about your parcel’s status. If the parcel’s location is unclear, please contact the shipping carrier directly using your tracking number. If you cannot resolve the issue with the carrier, please contact us and we will follow it up.

We do not provide refunds on shipping costs for deliveries that are redirected to a post office for collection, as this is beyond our control and is not refundable to us by Australia Post. By placing an order, customers accept that this may occur as part of the delivery process.

We also do not refund shipping costs for failed deliveries due to incorrect or incomplete addresses.

If the parcel is not collected from the post office within the required timeframe or is returned to sender, you may be liable for additional fees, including return and re-shipping costs.

Return To Sender

A parcel may be returned to us by the shipping carrier for reasons including:

• It was not collected from the post office or depot within the carrier’s collection period.
• The delivery address provided was incorrect or incomplete.
• Delivery was refused.
• An international parcel was seized or rejected by customs and returned to us, or was returned because import duties or taxes were not paid.

If an international parcel is seized or rejected by customs and is not returned to us, please see the International Customs & Taxes section below.

If a parcel is returned for one of the reasons listed above, the following return-to-sender fee applies:

• Domestic orders: $15.00
• International orders: An amount equal to the original shipping charge

Once we receive the parcel back, we will contact you about the available options:

1. Re-shipping

You will need to pay the applicable return-to-sender fee and the shipping charge to send the parcel again. The new shipping charge may differ from any free or subsidised rate applied to the original order.

2. Store credit

You may choose store credit for the returned goods, calculated as:

• The value of the returned item(s) only, excluding any shipping charge paid on the original order,
• Less the applicable return-to-sender fee, and
• Less any promotional shipping benefit applied to the original order that is lost because the parcel was returned.

Where the original order received free or subsidised shipping, the promotional shipping deduction is the difference between the normal shipping charge that would have applied when the order was placed and any shipping amount you already paid. The normal shipping charge depends on the parcel’s weight and destination. It is typically between $15.00 and $30.00, but may be higher for heavy parcels or certain destinations. We will confirm the calculation when we contact you.

If these deductions equal or exceed the value of the returned goods, no store credit will be issued.

We will not re-ship a parcel or issue store credit until it has been received back at our location. These fees do not apply where the return was caused by our error or a carrier delivery error, or where a different outcome is required under Australian Consumer Law.

Damaged, Missing or Incorrect Items

Please check your order when it arrives. If an item appears damaged, is missing, or is different from what you ordered, please contact us within 48 hours of delivery where reasonably possible. Prompt notice helps us investigate and resolve the issue.

Please describe the issue and keep the item and its packaging while we assess it. We may require photos, check our packing and dispatch records, or arrange for an item to be returned for inspection.

If you receive an incorrect item, please leave it unopened and unused and contact us before opening it. This helps us assess the issue and arrange its return where required. If we supplied the incorrect item, we will cover any reasonable return postage required and arrange for the correct item or a refund, as appropriate.

If an item is missing, we will arrange to send it or provide a refund, as appropriate.

For damaged goods, including concerns about broken seals or loose lids, we will assess the issue and provide a remedy in accordance with Australian Consumer Law. This may include a repair, replacement or refund, depending on the circumstances. If a replacement is the applicable remedy but a suitable replacement is not reasonably available, we will provide a refund. We may also offer store credit if you would prefer it.

For more information about incorrect or faulty items, please see the Received the Wrong Item? and Faulty Goods sections of our Returns Policy.

Nothing in this section excludes, restricts or modifies any rights you may have under Australian Consumer Law.

International Product Restrictions

Certain products are available for delivery within Australia only. These products are clearly marked on our website as “This product ships in Australia only”.

If your cart contains one of these products and you select a delivery destination outside Australia, checkout will advise you to remove the restricted product before you can proceed with your order.

In addition to these controls, customers should check their destination country’s import requirements before ordering, including any product, ingredient, quantity or permit restrictions. If you are unsure whether a product can be imported, please check with your local customs authority and contact us before placing your order.

International Customs & Taxes

International orders may be subject to import duties, taxes, customs fees or other charges imposed by the destination country. These charges are not included in our product prices or shipping charges and are the customer’s responsibility.

Please check whether any charges may apply before placing your order. If customs requires payment of duties, taxes or other import charges, you are responsible for paying them so the parcel can be released for delivery.

Customs authorities may delay, seize or reject a parcel. If a parcel is seized or rejected because the destination country’s personal import requirements have not been met or required import charges have not been paid, and the parcel is not returned to us, we do not provide a replacement, refund or store credit, except where required under Australian Consumer Law.

If the parcel is returned to us, please see our Return To Sender section for the applicable options and fees.

International shipping charges are non-refundable once a parcel has been dispatched, except where a refund is required under Australian Consumer Law.