Where do you ship to?
Sweet Things by Caroline ships goods Australia wide. At this time we do not accept international orders through our website. Please contact us to enquire about the possibility of a special order to be shipped internationally, or purchased from outside Australia for shipping to an Australian address.
What are your delivery methods?
In general, we deliver our products using Australia Post. If you would like to make alternative arrangements for delivery, please contact us to place your order. Local pick-up (from Geelong, Victoria) is also available.
When will you send my order?
In most cases, we will be able to ship orders placed via our website within 3 business days of receiving them, however larger orders may require additional production time. Delivery times will then vary depending on your location. You will find Australia Post delivery times by destination here. If you need your order in a shorter time frame, please contact us between 9.00am and 5.30pm Monday to Friday on 0434 207 681 prior to placing your order online, to ensure we will be able to meet your needs.
How long will my order take to come?
You will find Australia Post delivery times by destination here. Please remember to account for a minimum of three business days between placing your order and us sending it out to you. Larger orders may require additional time from ordering to dispatch. If you need your order in a shorter time frame, please call us between 9.00am and 5.30pm Monday to Friday on 0434 207 681 prior to placing your order online, to ensure we will be able to meet your needs. Please note, during periods of extreme heat, we may hold your order until the temperature drops to a suitable level. If this is the case, we will notify you of this.
What will be the cost of my delivery?
Shipping costs for orders through our online shop depend on the delivery location, as below, and will be added to the order total before checkout. Shipping costs for custom orders will be advised before they are shipped.
Online order postage costs:
* Express post
Do you ship internationally?
Yes, although at this time we do not accept international orders through our website. Please contact us to enquire about shipping orders internationally. Please note that some items may be stopped by customs; to determine whether you are able to import the products you require please contact the customs agency in your country. If there are additional customs fees and taxes charged for delivery, you will also be responsible for their payment.
Can I place an order from overseas and have it delivered to an Australian address?
Do you deliver to PO Boxes or parcel lockers?
No, we do not deliver to post office boxes or parcel lockers as these are subjected to higher temperatures, which can have a negative effect on the products you order.
Can I my order be delivered to multiple addresses?
No, we are not able to deliver your order to multiple addresses. If you would like to have products delivered to different addresses, you will need to place a separate order for each address to be delivered to.
Where is my order sent from?
All products from Sweet Things by Caroline are produced, packed and dispatched from Herne Hill (Geelong, Victoria).
Can I make changes to my order?
Please contact us immediately if you need to make a change, or cancel, your order made through our online shop. Please note we can be contacted between 9.00am and 5.30pm Monday to Friday, and be aware that changes to your order may result in delayed delivery. Once we have shipped your order, we are unable to make any changes to, or cancel, your order.
Who can I contact about my online order?
If you need to contact us about your online order, please email firstname.lastname@example.org and we will make every effort to respond within the next business day. Alternatively, please call us between 9.00am and 5.30pm Monday to Friday on 0434 207 681.
My order has been delivered but there is a problem with it. What do I do?
Please contact us to discuss your concerns. We can be contacted by phone between 9.00am and 5.30pm Monday to Friday on 0434 207 681, or you can email us at email@example.com. Please also review our Refunds and Returns policy, as part of our Terms & Conditions, along with information on 'Loss or damage of goods' below.
Loss or damage of goods
- All risk of loss or damage to your ordered products passes to you when we dispatch your order. While we package your chocolates and biscuits safely, and every effort is made to ensure they arrive in the same condition as they are sent, Sweet Things by Caroline have no control over weather conditions or how parcels are handled during transport, therefore cannot guarantee the condition in which they will arrive to you. To decrease the likelihood of your products being exposed to extreme temperatures, please provide a delivery address where someone will be present upon delivery. Please note, we do not deliver to PO Boxes or parcel lockers, as these are subjected to higher temperatures.
- Sweet Things by Caroline will not accept liability for any loss or damage caused to any person due to late delivery, whether this be a result of delay caused by Australia Post, or any other event which is out of our control. This includes, but is not limited to, us being provided with an incorrect delivery address.
How do I provide feedback?
We always want to hear from our customers about their experiences with our business - both positive and negative, so we can continue to improve our service for you. Please direct all feedback to firstname.lastname@example.org, or call us between 9.00am and 5.30pm Monday to Friday on 0434 207 681 to provide your feedback.
How do I make a complaint?
We take all complaints about our business seriously. We always want to hear about your experience with us, so we can continue to improve our service for you. Please direct all complaints to email@example.com, or call us between 9.00am and 5.30pm Monday to Friday to discuss your complaint.