We charge a flat rate shipping charge per order of $16 (inclusive of GST) Australia-wide. For orders over $250 shipping is free. We mostly use Australia Post, Aramex or Couriers Please to deliver your parcel. Occasionally we may use an alternative courier depending on your location and the nature of your parcel. You will be able to track your order from the moment it’s been packed until it’s been delivered. We use a tool called “Shippit” to send you notifications and to allow you to track your delivery on your desktop, tablet or phone.
You may specify delivery instructions to assist the courier in the Delivery Instructions input box. These will appear on the delivery label. However, we cannot personally instruct the courier to deliver according to your specific instructions. In all cases you should consider this an advisory for the delivery person only. We do not accept responsibility for a courier not following your specific instructions. In some cases we may edit your delivery instructions if they are too long to fit on the label.
Australia Post Express Post shipping is available for orders which weigh less than 5kg. If your order is less than 5kg in weight you will be presented with an option to choose Express Post at the time of checkout. We offer a Flat Rate $22 (inclusive of GST) for smaller orders, weighing less than 3kg, or a Flat Rate $30 (inclusive of GST) for orders weighing between 3kg-5kg. We do not offer flat rate Express Post delivery for orders weighing more than 5kg or for some bulky items including Paella pans and our Paella Starter Kit. See below for more details on Express Post deliveries. If you require Express Post delivery and are not presented with an option at checkout please contact us for a quote. Express Post orders are also given priority in the packing process and are always packed first.
We endeavour to dispatch orders within 24 hours (business days) of receipt. However, very occasionally it may take an extra day or two to dispatch your order, especially at peak times such as pre-Christmas and pre-Easter. Sometimes orders placed over the weekend may be dispatched on Tuesday if it has been particularly busy. You will receive a notification from us by email when your order is dispatched. You will also receive notifications from our shipping partner, Shippit, to your email address and the mobile number you provide in your order enabling you track the progress of your delivery.
If your order is sent by Australia Post and they are unable to deliver your order or leave it in a secure place Australia Post will notify you via the AusPost app, email, or SMS. If your parcel has not been matched to your MyPost account, Australia Post will leave a card. They will return it to a nearby Post Office or parcel locker where you may collect it within 10 days. If an order is sent by Aramex or Couriers Please and they are unable to deliver your order, or leave it in a secure place, they will leave a notification advising how to re-schedule your delivery, or where you may collect it from. You will also receive notifications from our logistics partner Shippit. In all cases please ensure your parcel is collected within the designated time or it will be returned to us and you will incur additional re-postage costs and parcel return costs if we need to send it to you again.
If an order has been returned to us for any reason we will email the Customer using the email address in the order to seek guidance on how the Customer wishes to deal with the order. The Customer will be responsible for additional shipping charges, at whatever the actual cost is for that parcel to be sent again plus any charges for the parcel return. In the event that the Customer requests a refund for the order rather than re-delivery we will refund the order value less the actual shipping cost incurred by us for the order (which may be different to the shipping cost charged on the order, if any), the parcel return charges and a $5 administrative fee. We will hold the order for one month from the date of emailing the customer and if there is no reply to our email the order will be disposed of and the Customer forfeits any right to recompense for the order.
Incorrect information and attempted deliverY
Delivery address details are based on the information provided by the Customer at the time of placing the order. Where a delivery address is incomplete, incorrect or otherwise undeliverable, or where the delivery service has attempted but been unable to successfully complete delivery, our couriers may charge additional fees for parcel returns and collections. These fees will be charged to the customer prior to the re-release of the order. We will make contact with the customer in these instances to confirm delivery details prior to processing any additional fees (and prior to re-releasing goods).
Flat rate $16 & Free shippinG
We ship from Melbourne via Australia Post, Aramex or Couriers Please. The closer you are to us the faster your delivery will arrive. For normal $16 Flat Rate shipping and Free Shipping (i.e. not Express Post) as a general guide please allow the following approximate time-frames for delivery from the time you receive the email advising you that your order has been dispatched (in business days):
Melbourne Metro 1-2 days
Country Victoria 3-5 days
OTHER STATES & TERRITORIES
Sydney, Canberra, Adelaide 2-3 days
Brisbane, Tasmania 3-4 days
Perth, Darwin 4-8 days
Country other than Victoria 4-10 days
These are guidelines only – we do not guarantee delivery within these timeframes. Please note that at peak times such as Easter and Christmas, or during exceptional events such as pandemics, floods, fires etc, it will likely take longer for your parcel to arrive.
If time is of the essence for your delivery we recommend using Express Post always, and calling us to check on latest typical delivery times to your location.
australia post eParcel express post
For Express Post deliveries, orders dispatched Monday to Friday (excluding Melbourne Public Holidays) should be delivered next business day to postcodes within the Australia Post Express Post network. This is generally to capital cities (in Perth, CBD only, and excluding Darwin), and many other major regional cities. CLICK HERE to see the network and if your postcode is covered. Please note that, although they are very reliable, we do not guarantee next day delivery by AusPost. Please note that at peak times such as Easter and Christmas, or during exceptional events such as pandemics, floods, fires etc, it will likely take longer for your parcel to arrive.
If your item is for an address outside the Express Post network, Australia Post will use the fastest possible transport links, but it may not be next business day delivery.
From time to time we may use an alternative courier to Australia Post for Express Post orders if we believe they will deliver next business day.
shipping outside australia
We do not presently ship to destinations outside Australia as food products are often problematic with Customs regulations.
We will replace or refund the cost of any product(s) if:
- the products are received in a damaged state, or
- the quantity delivered is incorrect as a result of our error, or
- the product delivered is incorrect as a result of our error, or
- the product is faulty
If you wish to return any product under these conditions please inform us within 48 hours of receipt of the goods by email to email@example.com with full details. You must submit photographic evidence of any products damaged in transit. Please retain the damaged goods and parcel until we make arrangements for its return or disposal. In these situations we will cover the cost of shipping replacement goods to you.
If you wish to make a return for any other reason please notify us within 48 hours of receipt of the goods by email to firstname.lastname@example.org with full details. We do not accept change-of-mind returns of food products. We will only accept returns of non-food products if the product is unopened and in a saleable condition. In these circumstances, the cost of return shipping will be the responsibility of the customer. A refund will be processed only after the goods have been returned and are deemed by us to be unopened and in a saleable condition.
From time to time we are overseas or interstate looking for new products or just having a great culinary time. At these times your order will be dispatched when we return. We will let you know as you go to Checkout if there might be a delay for this reason and tell you when your order will be dispatched. You will have the opportunity to either proceed with your order or not.
We reserve the right to inform you of an alternative shipping cost before dispatching your order in the event of unusual circumstances. In such cases you will be entitled to a full refund if you choose to cancel the order.
Please refer to our Terms and Conditions for further information about deliveries.