RETURNS, EXCHANGES AND REFUNDS
Unfortunately, we cannot accept returns or exchanges.
Ordering
At this time, we are only able to offer delivery and pickup within Australia. Products are generally dispatched within 24 hours and orders must be made before 12 pm. You can purchase our delicious treats by placing an order via the Shop Now tab or by emailing or DM us with your specific requirements. We require at least 48 hours’ notice for regular orders. For any special requirements such as specific flavours that are not currently offered, weddings etc we generally require at least 1 – 2 weeks prior notice.
Please note that due to a higher demand for orders on the weekend, we can only take a specific amount of orders. In order to avoid disappointment we recommend that you place your order as early as possible. In the unlikely event that the product you ordered is unavailable when you place your order, we shall contact you to arrange an alternative replacement or another acceptable arrangement for the completion of your order. We cannot guarantee the availability of all products at the time of ordering.
We reserve the right not to accept an order.
We do not guarantee that the products will appear exactly as they do on the website as colours etc may vary.
Prices
All our prices are inclusive of GST @ 10% where applicable.
Our prices may change without notice.
Payment
Payment can be made via MasterCard, Visa, AMEX or PayPal.
Delivery
Delivery is a flat rate of $24 as heat-resistant packaging and courier services are required for many of our products, to cater for their delicate nature. Whilst we endeavour to meet your specified delivery times, please note that we cannot guarantee the time of your delivery
Leaving your product exposed to the elements is NOT advised, and The Chocolate Library will not accept responsibility for goods that are damaged for that reason.
We do not recommend that you have your product delivered if you are not available to receive it, as heat damage is a very real chocolate issue!
Cancellation policy
At The Chocolate Library, we take orders on a first-come, first-serve basis and all our products are made to order. When your order is booked in and we have reached our capacity for orders for that particular date, then it is highly likely that we would need to turn down other orders so that we can continue to maintain the quality and standard of our product. The scheduling of our staff rosters, stock purchases etc also depends on the orders that we have booked in, there is also significant preparation work required. Given this, we have implemented the following cancellation policy:
1) We will provide a full refund on your order if you provide us with at least 72 hours’ notice.
2) For cancellations with less than 72 hours’ notice we can postpone your order and provide a credit note for the full amount of your order for future use.
Refund
We strive to provide the highest quality products and services. However, if you receive your order and it is incorrect, we will endeavour to provide you with a refund. Each request for a refund will be assessed on a case-by-case basis.