FAQ

Can I select flavours of items?
If a particular item is available in different flavour’s but is only listed as on random choice on the website, you can add a comment to the ‘Special Instructions’ box when you place your order. Please let us know which flavour/s you’d prefer, and we will try our best to accommodate this.

Where are you located, and do you have a store?
We are located on the Gold Coast, QLD and are an online only store.

What methods of payment do you accept?
We accept Mastercard, Visa, PayPal, ZipPay, Afterpay, Apple Pay, Google Pay and Shopify Pay. We are unable to accept either cheque or bank transfer.

Do you offer a customer loyalty program?
We do not currently have a loyalty program in place however, all orders are shipped with a discount code for 15% off all future orders!

(Not applicable during store-wide sales and promotions)

Please note that this discount code will only work with the email address that you previously used to make an order.

If you didn't receive your lifetime discount code with your order, please contact us!

Where do you ship to?
We ship Australia wide.

How much does shipping cost?
We offer standard shipping starting at $10 and Express Shipping starting at $15 throughout Australia. We also offer FREE standard shipping on ALL domestic orders over $90. (Free Shipping is not available during store-wide sales & promotions)

What does the shipping cost include?
Shipping costs include all packing and handling fees, as well as shipping costs.

How long after I order will it be shipped?
We aim to ship express orders within 1-2 business days and standard orders will typically be sent within 2-3 business days. However, sometimes this can extend to 3-5 business days during times of promotion, peak seasons (Christmas, Easter), COVID lockdowns etc. Our team works as quickly as possible to get your order out to you. Please remember we are a small family owned and operated business, and to be patient with us while we work to pack and ship everyone's orders. Once your order has been fulfilled you will receive a tracking number via email. Please note that orders to WA & rural areas can often take longer to receive.

How long does shipping take?
Shipping times are usually as follows:

QLD
Express: 1 – 2 Business Days
Parcel: 2 – 4 Business Days

WA & NT
Express: 3 - 4 Business Days
Parcel: 8 – 14 Business Days

Rest Of Australia
Express: 2 - 3 Business Days
Parcel: 3 - 7 Business Days

International (Not Currently Available)
Express:
Parcel:

In some cases, particularly with the current impact of COVID-19, your order may take longer to arrive than stated above. Unfortunately, this is out of our control and so we cannot be held responsible for the timeframe of the couriers. Please wait an additional three business days before contacting us regarding your order, and please be aware that our express service is not overnight, with all express parcels being sent through Australia Post. If your order is taking much longer than expected please contact us and we can open an enquiry with the courier.

Can I upgrade shipping to express after I’ve placed my order?
We are unfortunately unable to upgrade your order to express if you have selected parcel post at checkout. Our system does not allow us to change shipping tiers or collect additional payment for shipping costs.

How do I track my order / What is my tracking number?
Your parcel may be sent by Australia Post, Aramex or Couriers Please. You will receive an email with tracking information once your order has been shipped. In this email, there will be both a link and a tracking number, so you are able to track your parcel. If you have not received this email, please check your junk or spam folder before contacting us. If you still haven’t received an email with your tracking number, please get in contact with us.

Do I have to sign for my parcel?
You can choose whether you’d like your parcel to be left unattended or not – just let us know in the order note at checkout if you’d like to give authority to leave the parcel. The default selection is for a signature to be required upon delivery.

If you give authority for the parcel to be left unattended, please be aware that we cannot refund the items if the parcel is lost once delivered or if the items are damaged in any way.

Can I pick up my order to avoid postage?
We unfortunately don’t offer a Local Pickup option at this stage.

What if my item is damaged or lost during transit, or gets delivered to the wrong address?
If your parcel or items are damaged or lost during transit, you will need to contact the relevant courier or Australia Post and lodge a claim for compensation. Once your package leaves us, it is out of our control and no longer in our hands. We ensure all parcels are packaged to a satisfactory condition and we ensure there is no damage to items prior to it being packed for shipping. Any damage that occurs during transit is not our responsibility and we do not offer refunds or replacements for such circumstances.

If your item is delivered to the incorrect address, you will need to contact the relevant courier or Australia Post. Our system automatically prints out shipping labels based on the address you enter when ordering. If a parcel has been delivered to the wrong address, we are not at liberty to offer a replacement item or refund. You will need to contact Australia Post or the relevant courier and lodge a claim for compensation.

Do you accept returns or exchanges?
No, we do not accept returns or exchanges on any products.

What is your refund policy?
We will happily refund items that are missing, damaged or incorrect. We do not offer refunds on products that were advertised as out of date and subsequently discounted. Please refer to the section regarding missing, damaged or incorrect items and out of date items below for additional information.

My chocolate arrived melted! Can I get a refund?
We are unfortunately unable to provide refunds on melted chocolate. Please be mindful when ordering chocolate in the warmer months as it often reaches temperatures of 40 degrees in Australia and products are shipped via standard courier.

I don’t like the taste of the product! Can I get a refund?
Unfortunately, we are unable to provide refunds if you don’t like the taste of a product, as taste is subjective. At best we can offer you a discount on your next purchase.

I’ve changed my mind! Can I get a refund?
We cannot provide refunds if you have changed your mind after receiving the product.

How will I be refunded?
If we offer you a refund, it will be processed back to the same payment method that you completed the purchase with. For example, if you placed your order using Afterpay then the refund will be processed back to Afterpay.

How long will the refund take to process?
Refunds generally take 3-7 business days to fully process back to the method of payment you placed your order with. This is for several reasons that are out of our control such as individual bank or institution processing times.

What do I do if my item/s arrive damaged?
We ensure to bubble wrap all fragile and breakable items and do our best to ensure your order is packed nicely and securely. However, once the parcel leaves us, we cannot control how it is handled by the couriers.

Should there be any damaged items in your order, please get in contact with us. We require the following information:
Your Order Number
Photos of all damaged items
Photos of all packaging
Whether you’d like the damaged item/s resent or refunded

Please be aware that we require photos of the damaged item/s to process a refund or resend the item to you. If you cannot provide this proof, we can only provide you with a discount on your next order.

Please also be aware that if this is regarding melted chocolate, you may not be eligible for a refund or a replacement. Please check our SHIPPING POLICY for more information.

What do I do if I receive a notification that my parcel is lost?
If you have received a notification that your parcel has been lost in transit or it has exceeded the estimated timeframe in transit, please get in contact with us. We can then investigate this with the courier, Once the courier has done an internal search for the parcel and confirms the parcel is lost, we can then work on refunding or reshipping your order.

Please be aware that even if you have received notification from the courier stating the parcel is lost, we must wait for the courier to confirm this with us so we can apply to claim that loss through insurance. Unfortunately, this process may take a little extra time. As a small business, we need to follow this process and await an official report from the courier so we can claim it through insurance.

My parcel was marked as delivered but I haven’t received it. What do I do?
If you have authorised for the parcel to be left unattended, then responsibility rests with you if the parcel goes missing from your door. We unfortunately cannot offer a refund or a replacement in this instance. Some couriers provide photo evidence of where the parcel was delivered and if we are provided with that evidence, we cannot issue a refund or replacement. However, if the courier cannot provide photo evidence, we can then look into having the parcel refunded or reshipped.

What do I do if there are items missing from my order?
We try our best to ensure you receive all the correct items, however, sometimes there may be an item missing from your order. Should there be any items missing from your order, please get in contact with us.

We require the following information:
Your order number
Photos of all items received
Which item/s are missing from your order
Whether you’d like the missing item resent or refunded

Please be aware that if you cannot provide this proof, we can only provide you with a discount on your next order.

Why is the best before date not listed?
We generally only list the best before date in the product description if the product is nearing or has surpassed its best before date.

Why is an item out of date?
This is just a best before date and not an expiry date. Meaning, the product may not be in its best possible condition but is completely safe to eat and sell. Most items we sell are not perishables and have an extended shelf live past their best before date. Items that are past or nearing the best before date have this information written in the product description on our website. They are also heavily discounted. We are unable to offer refunds on these out-of-date items as we had let you know prior to purchase, and they were purchased for a discounted price.

Why does the best before date look different?
Some countries date their items differently to Australia. For example, Japan dates their items reading backwards and America swap the month and date around.

Here is an example:
Australia: 1/12/22
Japan: 22/12/1
USA: 12/1/22

Some items such as British chocolate and crisps are always short dated when they arrive to our warehouse. This is because of the time it takes for these products to land in Australia. Please keep this in mind when purchasing. If the product is close to or past its best before date, we will include this in the product description.

What are Pick & Mix Lollies?
Our Pick & Mix Lolly Bags are our most popular item! As their name suggests you have the option of 500g, 1kg and 2kg packs to choose from. In these packs you get an approximately even weight of each lolly you choose to make up the weight of the pack you selected. These lollies are mixed altogether into a yummy pack for your enjoyment!

Can I get a refund on my order?
We do not offer a refund for change of mind once your item has been packed and shipped. Pick & Mix orders are packed based on your selections so we do not offer a refund for change of mind. If you receive your order and are not happy with it, please contact us at hello@lollyhaven.com.au and we will be more than happy to assist. In some cases, a refund may be issued for change of mind prior to your order being packed. We have a 20% cancellation fee to cover the cost of administration, fees & surcharges incurred upon placement of your order (Visa, Mastercard, PayPal, Afterpay, ZipPay) or any other payment method used.

What happens if you run out of stock while packing my order?
If we run out of stock of a particular lolly, our staff will try and contact you to discuss another option or include more of your selections to make up the weight. Due to the volume of orders we receive, we may not always contact you if an item is out of stock. You will receive a note in your order if there was something out of stock at the time of packing.

Do you offer a gift-wrapping service?
Yes, we offer gift wrapping! For $4 you can have your order boxed & gift wrapped with a special card added in. We can write a message on the card or leave it blank. If you are interested in this, all you need to do is check the 'gift wrap my order' button in your cart. You can then choose your gift wrapping type and add in a note.

Can I make a request for products you don’t currently stock?
Definitely! If you get in contact with us, we’ll place your request on our product request list. Please keep in mind that this is just a suggestion, and we unfortunately can’t guarantee we will be able to find this product or decide to start stocking it, but we do appreciate the suggestions!