Delivery FAQs

1. Where do you deliver and how long does it take?

• Melbourne Metro: Total delivery time is typically 3–5 business days. This includes 1–2 business days to pick and pack, plus 1–3 business days for courier delivery.
• Regional Victoria and Interstate: Orders are usually picked and packed within 1–2 business days. Courier delivery may take 1–2 weeks depending on location and carrier networks.

If an order appears delayed, reach out and we’ll help monitor its progress with the courier.

2. How much is delivery?

Shipping is calculated at checkout based on destination and total parcel weight/volume. Any free‑shipping promotions will be clearly shown in cart or at checkout when applicable.

3. Can I change my delivery address after dispatch?

Once a parcel is in transit, address changes aren’t guaranteed and are often not possible. Please double‑check your address at checkout. If a parcel is returned to sender due to delivery failure, the carrier’s return fee may be deducted from any refund.

4. Can I add/remove items or change courier after placing my order?

We aim to dispatch orders quickly (within 24–48 hours), so changes after checkout might not be possible. Requests to modify items, courier selection, or delivery details can also affect shipping costs. Contact us as soon as possible—we’ll do our best to help if the order hasn’t been processed.

Click & Collect (Footscray)

1. Can I pick up my order?

Yes—choose Click & Collect at checkout to pick up from our Footscray store, located at 109 – 111 Nicholson Street, Footscray, 3011.

2. When will my order be ready?

Orders placed before 12 pm on business days are typically ready within about 3 hours.

Collection window: Monday–Friday, 9 am–5 pm (excluding public holidays).

3. How long will you hold my order?

We’ll hold Click & Collect orders for 1 weeks. After that, we may restock and refund the order less a 20% restocking fee. Need more time? Contact us before the hold period ends.

Returns & Refunds

1. How do I return my order?

Notify us within 3 days of receiving your order if you wish to return items.

Returned products must be unopened, in original packaging, and shipped back within 14 days with our return confirmation.

Refunds exclude original shipping and will have return shipping deducted unless the return is due to our error.

If your order included free shipping, our actual outbound shipping cost may be deducted from the refund.

For change‑of‑mind returns, customers cover return shipping.

2. I received a damaged parcel—what now?

We’re sorry this happened. To lodge a claim with the courier:

Contact us within 24 hours of delivery (reply to your order email or email our support) and attach clear photos of:

The outer packaging

The shipping label (showing the reference number)

The damaged item(s)

Once we raise the claim (we’ll confirm by email), please bring the damaged parcel and items to the nearest post office or instructed location for verification per carrier policy.

After verification, we’ll process a replacement or refund according to the claim outcome.

3. I received the wrong items—what should I do?

Contact us within 14 days of delivery with your order number and a photo of the incorrect items. We’ll investigate and provide a swift resolution. Reports after 14 days may not be eligible for compensation.

Bulk & Wholesale

Can I place a bulk order or request a pallet?

Absolutely. Email us with your requirements (products, quantities, delivery address, and timing). Our team will provide a quote and lead time, including pallet or bulk shipping options.

Products & Availability

The packaging looks different to what was shown online—why?

Manufacturers sometimes update packaging designs or product naming. Ingredients and contents generally remain the same. If what you received looks drastically different or raises concerns, contact us with photos and the product batch details.

Satisfaction guarantee on dates and condition

We guarantee orders arrive in satisfactory condition with at least one month remaining before the best‑before or expiration date unless otherwise stated on the product page. If there’s an issue with date or condition on arrival, contact us promptly with photos.