Delivery and Returns
Purchasing from DL Confectionery is easy. Our website is simple to use. Search the products that interest you & add them to your shopping cart then checkout with our easy payment options which include PayPal, direct deposit and where prior approval is obtained, your purchase will be placed on account.
If you have issues checking out with DL Confectionery please do not hesitate to email [email protected] . If you have made a mistake with your order please either call or email us & we will be happy to assist you in re-ordering or editing the order.
Due to the sensitive nature of DL Confectionery products please refer to the important note below which outlines the way DL Confectionery sends out our deliveries. Please ensure someone is at the address of delivery. If delivery instructions are not specified & no-one is home when the package is delivered, a re-delivery fee will be incurred.
*Please note that DL Confectionery uses Australia postal service for MOST deliveries. DL Confectionery reserves the right to use other delivery options where it is more economical to do so or where there are areas that are not covered by Australia Post. The postal service or ordering in larger quantities may see delays of up to but not limited to 5 Business days. Remote areas may experience even longer delivery periods.
Important - If an order is placed on a Thursday or Friday please be advised we may not send it until the next Week to avoid our chocolates being exposed to various weather conditions or other adverse elements over the weekend or waiting in storage for delivery on the next working day.
Personal delivery is restricted to our designated service area. Generally defined, it extends from Eden in the south of New South Wales to the southern parts of Sydney, southern highlands area, Goulburn and greater Canberra.
Wholesale orders from customers outside this area will be subject to a freight charge provided there is a minimum order value of $200.00 Ex GST where a charge of 10 percent of order value will be imposed. Payment of invoice prior to dispatch is mandatory. Payments made be Credit Card at the time of order will be required to enter a freight item being a flat freight charge.
Faulty Products & Returns
Due to our strict food handling policy please remember we are unable to receive returns unless it is a “ Product Fault ” so please ensure you choose your item correctly the first time.
If you receive a faulty product, we will do our best to make it right but you must ensure the following steps are taken so we can process your complaint & rectify the issue:
- Contact us [email protected] within 2 days of receipt, this is so we can ensure that it is a product fault and not tampered with. Please include all relevant purchase details.
- Confirm the product fault by returning the faulty product within 7 days of purchase. We ask that it be returned in its original packaging and in the condition it arrived so we can assess and rectify the issue.
- Once we confirm the issue is a product fault we will replace or refund the product as soon as possible.
Due to DL Confectionery strict product rotation policy we are able to guarantee only the freshest products leave our doors. If a product is returned to us, we cannot ensure that is safe and suitable for future customers and are therefore we are prohibited from re-selling it.
Damaged or Lost Products
We use Australia post and third party couriers. Damaged or Lost products by Australia Post or the couriers, do not count as a “ Product Fault ” but in the rare event that a product arrives damaged or doesn’t arrive at all, please contact us in regards to the issue and we will assist you in locating the product or working out what went wrong. DL Confectionery holds no responsibility for damaged or lost products by Australia Post or the couriers, but in certain cases we may be able to offer a store credit or replace the product entirely if we believe we could have handled the delivery/packaging better.
Products that are damaged due to hot weather are also out of our control and in most cases we will be unable to replace or refund the product. On the rare occasion we believe it is our fault (i.e. we could have shipped the product at a better time) we may be able to offer a reasonable solution. Please note that melted or damaged product does not qualify as a “ Product Fault ” and we will do everything in our power to avoid it such as:
- Hold on to a delivery for an extended period of time to ship it on a more temperature friendly day
- Offer a pick up solution if we feel it is impossible to send
- Send the product with your approval with heat resistant packaging.