Shipping & Returns Policy
Last updated: 06.01.2022
PLEASE READ BEFORE ORDERING
Address unattended/recipient not home
Chocolate Apple Factory will not be liable if you have given us a wrong or incomplete delivery address. Please keep in mind Chocolate Apple Factory can not be liable for any deliveries to a destination where the recipient is not at home and/or a parcel left unattended.
In the event that your order is not received at the intended address (i.e no persons able to collect it immediately) it may 'left in a safe place' or may be returned to the nearest LPO to be collected at your earliest convenience.
We cannot guarantee product quality if goods are held for a period of time in a Post Office or delivery depot. If you anticipate that no one will be present to receive the goods, consider arranging delivery to a business or other address.
Shipping & Cost
Due to the individual State Bio-security laws we can only ship our Chocolate Apples to the following states:
VIC, NSW, ACT and QLD
We use Australia Post to send our products and offer the following services:
Express Post Only - $16.95 (Due to the perishable nature of the product)
Standard Shipping - $12.95
Express Post - $16.95
Please allow up to 5 business days for us create your order as our Chocolate Apples are made fresh weekly and stock levels can vary.
Online orders will only be shipped Monday - Wednesday to avoid products being held in a depot or LPO over a weekend.
During the warmer months our orders will only be shipped on a Monday (weather permitting). We will not ship our Chocolate Products if the temperature is in excess of 32° C to avoid heat damage.
COVID Restrictions can cause delays to shipping. When COVID restrictions are in force we recommend ordering well in advance and using Express Post to ensure the best chance of receiving your order on time. We are unable to guarantee next day delivery on Express Post during these times.
Returns & Refunds
Chocolate Apple Factory cannot exchange or refund goods due to the perishable nature of chocolate, so please order carefully. Refunds cannot not be given for a change of mind.
Where an order is damaged during delivery, we undertake to refund/replace any product delivered to you that is faulty or is in a damaged condition. If you wish to make a claim regarding damaged product, you must notify us within 24 hours upon receiving the goods.
Damage in transit
Unfortunately, once our chocolate apples leave our premises we have little control of them. In the rare event that an order gets damaged whilst in transit, you must inform us immediately. You will need to quote your order number and email us photos of the damaged goods. Please note that to take appropriate action, it is essential to be contacted immediately.
Australia Post may proved compensation for damaged goods. You can take the damaged goods to your nearest Australia Post Outlet and request a damage report be filled out. Please follow this link for more information.
Up to $100 may be claimed.
We, as the sender, are unable to request a damage report through AusPost.
All web orders are submitted on prepaid terms.
We currently accept payments for online sales via Afterpay and Stripe. We do not store your credit card details in our database, they are instead stored with the payment gateway provider.
We are able to accept credit card payments by phone or email if you would prefer not to transact online. Please call or email us with your order in order to transact this way.