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. All we need is a photograph sent via email of any damaged goods.
We take great care with the shipping of your order to ensure it arrives in optimal condition. We use environmentally friendly heat reflective boxes combined with ice packs all year round.
Throughout the Australian summer we can experience extreme heat waves. In the event the temperature is above 30 °C either in Melbourne or at your destination, orders will not be despatched. This is 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.
Cacao takes no responsibility for melted product in remote destinations, however we take all measures to ensure this does not happen.
Contact us on 1300 258 828 from Monday to Friday between the hours of 9am – 5pm AEST if you require any special delivery requirements.
We use Express Post for all standard deliveries, Australia wide. We do not ship outside Australia.
Australia Post deliver Monday – Friday. 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.
We use Express Post for all standard deliveries, Australia wide.
Standard Delivery Australia wide
- Free for orders over $99
- $20 for orders under $99
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.
Optional Same Day Courier
- $30 – Melbourne metro only
Pick up Service
- $0 - available from 2 Kembla Street, Cheltenham 3192
- Monday – Friday between 2pm – 5pm
Cut off times for orders
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 – Melbourne Metro
Orders are despatched Monday – Friday. All orders received by 10am will be delivered by 5pm the same day. Orders received after this time will be despatched the next business day for delivery by 5pm.
Pick Up Service
We require a minimum of 4 hour notice to pack orders. Our pick up times are from Monday – Friday between 2pm – 5pm. Orders placed by 12pm will be available for collection the same day.
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.