Heavenly Cacao is a small, artisan business managed and staffed solely by one person - owner Nicole Gibson. Whilst we endeavour to offer affordable shipping options, we cannot command the low prices that larger manufacturers attract and thank you in advance for your understanding.
SHIPPING RATES: Shipping, therefore, is charged at standard rates with your choice of Australia Post or Fastway Couriers unless we have a special offer running.
Note: Fastway does not deliver to all postcodes therefore in this case Australia Post fees apply.
FREE SHIPPING: Free shipping occurrs when you spend over $100 however it is STANDARD ROAD FREIGHT through either Australia Post or Fastway. It does not include express postal services so if you need your order urgently you will need to choose an express option.
POSTAGE FOR FRESH CHOCOLATES: Our chocolates are handmade fresh to order and are preservative free. Therefore, they need to be cold shipped via express post to ensure they arrive in pristine condition. This is offered for a flat-rate of $15.
PLEASE NOTE: Chocolates are sensitive to both heat and cold temperatures and will spoil if packages are left unclaimed and exposed to the elements such as heat, sun, rain, wind etc so please ensure they can be shipped to an address where they can be claimed immediately. If no one will be available to claim them immediately, we recommend specifying a safe place, away from exposure to the element, for the delivery driver to leave them.
Timeframes below are only a guide as delays can occur. Please contact us if you have concerns about your order.
Note: Standard orders are posted within 3 business days from placement.
Express orders are posted the same day if placed before 2pm or within 24 hours.
QLD: up to 4 business days
NSW:up to 5 business days
VIC: up to 6 business days
TAS: up to 7 business days
SA: up to 6 business days
NT: up to12 business days
WA: up to10 business days
EXPRESS POST: 2 days to anywhere in Australia.
Once your parcel leaves us it is the responsibility of the courier or postal service to deliver it to you safely. If you have not received your parcel:
1) Please check in your mailbox and throughoughly check around your house as drivers quite often leave parcels in a safe spot
2) Contact us to let us know and we will commence an investigation with the delivery company.
Once your parcel leaves us it is the responsibility of the courier company however if you are not entirely satisfied with your parcel, we are here to help.
Please notify us immediately upon becoming aware of your concern with a product or within 7 days upon receipt of the item.
For damaged or spoiled products, please also provide photographic evidence. We will then give you the option to have a new item dispatched or be issued with a refund. Refunds will be refunded promptly using the same method of payment used to purchase the item.
Unopened goods must be returned to us in order for a refund to be processed. Upon receipt of the item we will then offer a refund of the full purchase price (excluding postage).
If you purchase chocolates but do not select express shipping we will contact you to confirm you order as the heat in transit via road shipping will cause them to spoil.
REFUNDS FOR MISSING DELIVERIES: Once a missing parcel has been investigated and is confirmed to be lost, a refund will be issued.
If you did not specify a safe place for the delivery agent to leave your parcel and you did not find it or are not satisfied with where the driver left it you need to pursue your complaint with the delivery agent. We take no responsibilty for any damage incurred if your parcel was delivered but you didn't find it. NO REFUND will be issued in this circumstance.
INCORRECT ADDRESSES: We also take no responsibility for damaged suffered to your products if you entered an incorrect address for us to ship your parcel to.
Our fresh, preservative free handmade chocolates are sensitive to both heat and cold temperatures and will spoil if packages are left unclaimed and exposed to the elements such as sun, rain, wind etc or require rerouting from an incorrect address.
Refunds are made at the discretion of Heavenly Cacao and you may be offered a full or partial refund depending on the circumstances.