Shipping

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.

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.

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.

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

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.

Yes.  While at this time we do not accept international orders through our website, please contact us to arrange shipment to an Australian address.

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.

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.

All products from Sweet Things by Caroline are produced, packed and dispatched from Ballarat, Victoria.

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.

If you need to contact us about your online order, please email hello@sweetthingsbycaroline.com.au 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.

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 hello@sweetthingsbycaroline.com.au.  Please also review our Refunds and Returns policy, as part of our Terms & Conditions, along with information on 'Loss or damage of goods' below.

• 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.  

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 hello@sweetthingsbycaroline.com.au, or call us between 9.00am and 5.30pm Monday to Friday on 0434 207 681 to provide your feedback.

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 hello@sweethingsbycaroline.com.au, or call us between 9.00am and 5.30pm Monday to Friday to discuss your complaint.

If we haven't been able to answer your question here, please feel free to contact us via email or phone us between 9.00am and 5.30pm Monday to Friday on 0434 207 681.