Furthermore, The Confectionery House are not legally obligated to refund or replace any lost, damaged or stolen goods after they have been dispatched to courier companies used for distribution. We take special care to ensure your parcel is packed securely and sent safely from our warehouse.
If courier companies gives us status that it has arrived, we are not responsible for missing or stolen parcels
Please contact us or leave a note at checkout shall you require any special delivery requirements.
We use Australia Post to send all of our parcels. You can track your parcel here:
Postage costs are based on the weight of the entire parcel. We base our rates via Australia Post satchel tiers to ensure your shipping is as low as possible. We do not charge customers anymore than they should be paying for postage.
We charge freight based on weight. Please see the following prices:
PERISHABLE GOODS/DELIVERY POLICY
Please be very mindful when ordering Chocolate in warmer Months.
We take great care with the shipping of your order to ensure that it arrives in optimal condition. To ensure that your order does not get too hot, insulated bubble wrap all year round and we do offer same day dispatch MON-FRI. However, this sometimes it is not enough to prevent the product from melting.
Unfortunately refunds will not be given due to melted items so please consider all of this prior to purchasing.
Hot Weather Shipping Policy and Information - What you can do to avoid melting:
- Select Express shipping.
- Use the Australia Post shipping calculator to see estimated waiting times to your location
- Keep an eye on your tracking and ensure someone is around to receive the shipment so it doesn’t sit outside in the sun.
- Check the temperature in your area before shipping. Chocolate can melt at temperatures as low as 26 degrees.
- Place orders at the beginning of the week so they don’t sit in the depot over the weekend.
Orders will not be despatched when the weather reaches extreme temperatures to ensure that the product is not compromised on reaching its destination. In the event that the order will not be despatched, we will be in contact to advise when the expected despatch date will be.
The Confectionery House takes no responsibility for melted product in remote destinations, however we take all measures to ensure this does not happen.
SHIPPING & HANDLING FEES
Shipping fees include handling and packing fees as well as postage costs.
OUT OF STOCK ITEMS
In some cases, it may occur that an item listed as available is in fact not in stock. We apologise if this occurs and we can offer a:
- Gift Card
- Place the item on back order if it will be restocked
You can view Australia Post estimated shipping times here:
We will endeavour to ship orders out the same day placed before 3pm (AEST) MON-FRI. Please note, postal services operate on business days only and not on the weekend. Orders received after this time will be despatched the next business day with the exception of Friday and public holidays.
Please be mind if you live in rural locations or outside of the Australian Postal network, parcels may take longer to arrive.
DISCLAIMER: We believe that we have aligned ourselves with excellent delivery partners but there may be times when, despite their best efforts, parcels are delayed in the delivery process. We will always work with our delivery partners to ensure the prompt arrival of your products.
Please note, The Confectionery House do not currently offer international shipping and are working to fulfil this demand. Stay tuned!
It is the responsibility of the sender to provide full and correct address details and in the case of same-day deliveries ensure someone is available to accept the delivery.
If there is a need for re-delivery via Australia Post or courier due to error from the sender or receiver such as incorrect address details being provided or no one being available to accept the delivery, the cost of re-delivery will be 50% of product cost (as items may have melted during transit and we may need to fully replace items) and 100% of shipping cost.
RETURNS, CANCELLATIONS & REFUNDS
Please order carefully as we cannot exchange or refund goods due to the perishable nature of the product.
The Confectionery House will happily assist with a return for your order only under the following conditions:
- You are not 100% satisfied with the quality of the product, or it has been damaged during transit
- You have received the an incorrect item
We can only cancel and refund your order if it has not yet been shipped. Once your order has left our warehouse we can no longer process a refund. Please see above for information on when we despatch orders as the majority of our orders are despatched the day that the order is received. Please contact customer service as soon as possible if you wish to cancel an order.
DAMAGED PRODUCTS DURING TRANSIT/DELIVERY
If your order has been received in an unacceptable condition, please contact our customer service team so that we can, at our discretion, arrange either a refund or a replacement. Please be aware that we offer same day dispatch to ensure that our products reach you in a short time frame to prevent damage/spoilage of the product. We cannot be held responsible for orders that are not collected from the post office in a timely manner.