Description
Shipping Terms
Christmas Holiday Closure, our shop will be closed from the 23/12/23 to 6/1/24,on line orders placed during this time will be dispatched from the 8/1/24.
DUE TO THE DISRUPTIONS CAUSED BY COVID-19 YOU MAY EXPERIENCE DELIVERY DELAYS, ALL PARCELS WILL BE MARKED WITH AUTHORITY TO LEAVE. Courier companies and some manufacturers are experiencing significant delivery delays due to limited flights, social distancing requirements and increased parcel volumes. Thank you for your patience and understanding during this time.
mysweeties.com.au utilises the services of SHIPPIT that delivers Australia wide by Australia Post or TNT. All parcels are marked with AUTHORITY TO LEAVE, if you are wanting to take the AUTHORITY TO LEAVE off your delivery leave a comment in the cart (marked special instructions for seller), please note if a delivery attempt was made by Australia Post or if the parcel is marked heavy or fragile you will need to collect at your nearest LPO. If a delivery attempt was made by TNT you will need to book a re-delivery with the courier company within 5 days redelivery fees will apply, if you don't collect your parcel it will be returned to us and a re-booking fee will apply. Due to the perishable nature of our products, we strongly recommend that you are present to take delivery of your parcel. To ensure that your chocolates and confectionery arrive at their destination in the best possible condition, My Sweeties strongly recommend you purchase a "Hot Weather Protection" pack, which consists of a foam box, an ice block. This should be sufficient to ensuring that your order arrives in the best possible condition, however we do not guarantee that items won't melt during transit on hot days, please understand that ice packs are only good for 48 hours, so please consider all of this prior to purchasing. Please Note: when ordering large quantities of stock, you may need to order additional hot weather packs. Some products may be taken out of the original boxes to fit for easier shipping requirements. After your order has been collected by the courier company it should be delivered to you in a timely manner – however, from time to time, the courier company will have longer than usual delivery times and we have no control over that unfortunately. We cannot provide refunds or cancel an order if this delivery time frame is longer than you expected or is still in transit. Estimated and expected delivery days are not a guaranteed delivery date. A delay may occur during, peak seasons, holidays, remote destinations, or extremely hot weather. Orders placed during the weekend will ship the following Monday. Please be sure to provide our team with a correct name and address that is accessible during normal delivery hours (Mon-Fri, 9am-4pm). A contactable phone number needs to be provided.
Shipping costs are calculated at the end of your order and are based on destination, weight and dimensions of your products.
Heavy Bulky Orders may require a pallet as these can't be manually handled, Orders over 30kg may require a skid pallet, Please contact us for a more accurate delivery charge on heavy bulky orders Phone 02 47356121 or email websales@sweetiesnsw.com.au
OUT OF STOCK- if we cannot be sure when, or if, we will be able to re-stock the item(s), we will remove the item(s) from your order. The remainder of your order will be shipped, and we will refund you the item(s) that is out of stock.
No refunds will be given if you have simply changed your mind.
Please note: return shipping will be at the cost of the buyer, shipping costs will not be refunded.
mysweeties.com.au will endeavour to ensure that all products arrive in good condition, although at times this may be outside of our control, and we will not be liable for damages. We thank you in advance for your understanding of this policy.
We also reserve the right to refuse a claim/refund in the following circumstances:
- Incorrect shipping address has been provided
- Customer error in selection of products
- Hot weather issues when a polystyrene box is not selected – we suggest contacting us prior to placing your order if you are unsure about the perishability of the product
- Courier company has taken too long to deliver your order
- You no longer require a special order or over order
- If the parcel is refused upon delivery
If you are missing any items upon delivery or we have sent you the incorrect product, please contact us on 0247365121 or email us at websales@sweetiesnsw.com.au within 48 hours and we will do our best in a timely fashion to rectify the problem.
Refunds/Returns
It is our aim that all customers be satisfied with their purchase from Sweeties Confectionery. If you are unhappy with the items, you have received please contact us on 0247356121 or email us websales@sweetiesnsw.com.au within 48 hours of receiving your order and we will do our very best to address any issues. Please also refer to our shipping terms.
We are not required to provide a refund or replacement if you simply change your mind or you have failed to contact us 48 hours of delivery been made. But if a parcel is deemed lost by our courier providers, then a refund will be issued after we have investigated the issue with our courier provider and that you have contacted us 48 hours of delivery been made (strict timelines apply).
However, you can choose a refund or exchange if an item has a major manufacturing fault. This is when the item:
Has a problem that would have stopped someone from buying the item if they had known about it.
Please note: return shipping will be at the cost of the buyer, shipping costs will not be refunded.
Please ensure you send a photo of the damage or fault to websales@sweetiesnsw.com.au so we can assess the situation correctly.
We also reserve the right to refuse a claim/refund in the following circumstances:
- Incorrect shipping address has been provided
- Customer error in selection of products
- Hot weather issues when a polystyrene box is not selected – we suggest contacting us prior to placing your order if you are unsure about the perishability of the product
- Courier company has taken too long to deliver your order
- You no longer require a special order or over order
- If the parcel is refused upon delivery