CONTACTSHIPPING INFORMATION

DELIVERY POLICY

Note: We do not offer a pick-up service

Cacao takes no responsibility for melted product in remote destinations, however we take all measures to ensure this does not happen. We take great care with the shipping of your order to ensure that it arrives in optimal condition. To ensure that your order does not get too hot, we use a combination of polystyrene boxes combined with ice packs (year round).

Orders will not be despatched when the weather reaches extreme temperatures to ensure that the product is not compromised on reaching its destination. In the event that the order will not be despatched, we will be in contact to advise when the expected despatch date will be.

Contact us on 1300 258 828 between the hours of 9am – 5pm Monday – Friday if you require any special delivery requirements.

Delivery Method

We use Express Post for all standard deliveries, Australia wide. We do not ship outside Australia.

Australia Post deliver Monday – Friday 9am -5pm only. They do not deliver on weekends or public holidays.

A signature on delivery is required for all deliveries, unless you advise otherwise in the Shipping Instructions section in checkout. In the event that the recipient is not home when the delivery takes place, a card will be left with instructions on how the order can be collected.

You will receive email updates from Australia Post as to the status of the order, from the time it leaves our warehouse.

Delivery Options

We use Express Post for all standard deliveries, Australia wide.

Standard Delivery Australia wide

- Free for orders over $70

- $20 for orders under $70

Optional Same Day Courier - $30 – Melbourne metro only.

Note: For remote locations, where delivery is outside the Express Post next day network, please contact us so that we can offer alternate delivery options.

Cut off times for orders

Standard Delivery

Orders are only despatched Monday – Thursday. All orders received after 12pm on Thursday are not despatched until Monday (with the exception of public holidays) as we do not want our product to be left in transit in an Australia Post depot over the weekend.

All orders received before 12pm, Monday – Thursday will be despatched the same day. Orders received after this time will be despatched the next business day with the exception of Friday and public holidays.

Same Day Courier

Orders are despatched Monday – Friday. All orders received by 12pm will be delivered by 5pm the same day. Orders received after this time will be despatched the next business day for delivery by 5pm.

DISCLAIMER: We believe that we have aligned ourselves with excellent delivery partners but there may be times when, despite their best efforts, parcels are delayed in the delivery process. We will always work with our delivery partners to ensure the prompt arrival of your products.

Returns, Cancellations and Refunds

Please order carefully as we cannot exchange or refund goods due to the perishable nature of the product.

We can only cancel and refund your order if it has not yet been shipped. Once your order has left our warehouse we can no longer process a refund. Please see above for information on when we despatch orders as the majority of our orders are despatched the day that the order is received. Please contact customer service as soon as possible if you wish to cancel an order.

Product Information

Prices of goods and services and delivery and other charges displayed on the cacao.com.au website are current at the time of display. These prices are subject to variation without notice. We will always attempt to be as accurate as possible with our product descriptions and pricing, however, we are unable to warrant that product descriptions or other content on the website is accurate, complete, current or error free. Some products on cacao.com.au may not be immediately available for despatch due to circumstances beyond our control, however we will advise you of any delays as soon as possible once your order has been placed. We reserve the right not to provide goods or services, terminate membership accounts, remove or edit content or cancel orders (or part thereof) at our sole discretion at any time. Without limiting the operation of any other Terms and Conditions herein, we will not be held liable for loss or damage arising from the exercising of these rights.

Goods damaged on delivery

If your order has been received in an unacceptable condition, please contact customer service so that we can, at our discretion, arrange either a refund or a replacement. Please be aware that we use Express Post to ensure that our products reach you in a short time frame to prevent damage/spoilage of the product. We cannot be held responsible for orders that are not collected from the post office in a timely manner.

Payment

Cacao uses eWay as our payment gateway provider, an Australian leader in online payment solutions for many years. To ensure your complete safety, we do not store your credit card details in our database, they are instead stored with eWay.