FAQ

FREQUENTLY ASKED QUESTIONS:

If you can't find the answer to your question here, please check our Ordering & Delivery Page (just click on this link to go there).  If your question relates to advice for chocolate making, check out our Hints page.

 

Can I phone you with queries or an order?

Certainly.  We understand that not all questions are answered on our website and not everyone is comfortable ordering online.  You are welcome to ring us during business hours Monday to Friday on (08) 8387 1977 or 0407 836 475.  Emails are also welcome [email protected]

Do you offer Wholesale Pricing?

Unfortunately not.  We are a retailer and are not able to offer wholesale prices for businesses in associated industry.  We do however, offer discounts for bulk purchases.  Please click on this link to view our bulk purchases listing.

How do you calculate Postage (unless there are special postage offers)?

We send all our parcels by registered mail or express post giving you piece of mind that your parcel can be tracked.  Our minimum postage charge is $10 which will cover 4 or 5 moulds anywhere in Australia.  Parcels over 500g (5 moulds +) will be extra depending on the destination and weight.  For example:  Up to 10 moulds to Melbourne or Sydney $14, Brisbane & Perth $16 Other areas of Australia $18.  

If your order is Urgent, you may request Express Post which may incur an additional fee.  If you place an order and it is urgent, please call us so we can advise if there is an extra fee and take care of it for you.  Our phone number is 0407 836 475 or 08 8387 1977. 

Are parcels guaranteed to arrive in good condition?

All parcels that we send are guaranteed to arrive at the address you provide giving you complete piece of mind.  Exceptions to that is when customers request regular postage at their own risk or provide instructions for parcel to be left.   Please contact us as soon as possible if there is a problem with your order.  We are here to help and are happy to follow up any delivery issues you may have.

What if I have Special Delivery Instructions?

If you have special instructions for delivery of your order, please note it in the additional comments field in checkout.  We will put these instructions on your parcel, however we do not guarantee that Australia Post will follow those instructions.  Any instructions to leave parcel when no-one is home is done so at your own risk.

I don't want to pay postage, do you have a physical shop location?

At this stage we do not have shop locations anywhere in Australia.  The reason why we can keep product prices so low, is because we do not have excessive overheads like rent to pay. 

What payment options do you offer?

Secure Credit Card Facility (Visa & Mastercard) 
Your credit card number is deleted from the server once payment has been processed.  That is why for your security, we process credit card payments manually (not automatically) as soon as possible after receiving your order.

Bank deposit, cheque or money order
Your confirmation email will contain details of bank details or where to send your cheque or money order.  Please note that although personal cheques are accepted, there is often a time delay due to waiting for the cheque to clear. 

Please note:  Due to the large number of bank deposit orders that are placed and are never paid, orders are only put aside for three days.  If you require longer than 3 days to pay, simply let us know by email. 

What happens after I place an order?

Once you have placed an online order, you will receive a confirmation email within a few minutes providing you have entered your email address correctly.  Any questions you have about your order can be noted in the additional comments field and we will personally reply as soon as possible.  You will also receive an email to let you know how and when your order has been despatched.

What is your Exchange/Returns Policy?

Please choose products carefully as we do not exchange goods unless they are faulty.  All goods are checked before they leave however, should there be a problem, please contact us as soon as possible.  Where we are at fault, the product will be replaced at our cost.

Can I use normal blocks of chocolate for melting?

You may find that if you use normal blocks of chocolate that you buy, that you will have trouble releasing the chocolate from the mould when set.  We use and recommend Cadbury melting compound buttons because they are easy to use for melting and moulding.  Compound chocolates are very similar to chocolate except that almost all of the cocoa butter has been replaced by an alternative vegetable oil derived by crystal fractionation from palm or coconut oil.  These oils are called cocoa butter substitutes (CBS).  CBS based compounds are not compatible with cocoa butter based chocolate, so every effort should be made to avoid accidentally mixing the two types of products.

What if I have trouble using the products?

No problem, just email us [email protected] and give as much information as possible about your problem so we can give the best advice.  We offer after sales assistance and are here to help.   During weekdays you should get a reply within 4 hours, on weekends reply could be expected sometime on the Monday.