Shipping

Fees

Shipping is charged at standard rates with your choice of Australia Post or Fastway Couriers unless we have a special offer running. Our chocolates need to be cold shipped via express post to ensure they arrive in pristine condition.

Note: Fastway does not deliver to all postcodes therefore in this case Australia Post fees apply. 

Times

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

 

Missing deliveries

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.

Refund and Returns Policy

Once your parcel leaves us it is the responsibility of the courier company however if you are not entirely satisfied with your parcel when you receive it, 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.

Refunds are made at the discretion of Heavenly Cacao and you may be offered a full or partial refund depending on the circumstances.