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.
Australia Wide Delivery
- Free for orders over $99
- $15 for orders under $99
Orders can be ready to despatch within 1-2 business days from our Melbourne kitchen, depending on the time your order is placed. We pack and ship orders from Monday to Friday, excluding public holidays.
Melbourne Same Day Delivery - Monday to Friday
- Melbourne metro only
All orders received before 10am Monday to Friday will be delivered by 6pm the same day. Orders received after this time will be despatched the next business day for delivery by 6pm.
Melbourne Pick Up Service - Monday to Friday between 11am - 5pm
-Address: 2 Kembla Street, Cheltenham 3192
We require a minimum of 4 hour notice to pack orders. Orders placed by 12pm Monday to Friday will be available for collection the same day.
Capital and Key Regional Cities - Refrigerated Delivery
We have partnered with Home Delivery Service (HDS), a refrigerated delivery company to ship to all major cities, including Melbourne, Sydney, Brisbane, Adelaide, Perth, Hobart and key regional cities. With the use of 500 temperature controlled delivery vehicles, HDS covers 85% of the Australian population.
- Refrigerated deliveries are despatched from our kitchen Monday to Friday.
Remote Locations - Australia Post & Star Track Delivery
For those harder to reach places, we use Australia Post or on occasions Star Track.
- Australia Post & Star Track deliveries are despatched from our kitchen Monday to Wednesday.
The below is a guideline of when you can expect delivery from date of despatch:
|VIC||1 - 6 days|
|NSW / ACT||2 - 10 days|
|QLD||4 - 10 days|
|NT||3 - 7 days|
|SA||3 - 6 days|
|WA||4 - 10 days|
|TAS||4 - 6 days|
- HDS delivers 7 days a week, 8am – 6pm.
- Australia Post & Star Track deliver Monday – Friday. They do not deliver on public holidays.
Can I choose my date of delivery?
We currently do not have the capacity to schedule deliveries for future dates outside of the Melbourne Metro area. Orders are despatched within a couple of working days of the order being received.
Deliveries within the Melbourne Metro area can be scheduled for a future date by selecting the ‘Want It Now’ shipping option at the point of check out. Once you have received your order confirmation, we request that you send us an email to firstname.lastname@example.org with the required delivery date. Please note deliveries will only take place Monday to Friday during business hours.
Alternatively, our Melbourne based customers can opt for the ‘Pick Up’ option and collect their order free of charge from our Cheltenham facility (2 Kembla Street, Cheltenham 3192) Monday to Friday between 11am and 4pm. Please ensure you allow us 4 hours’ notice to fulfill your order.
Can I track my order?
Once your order has been scanned into the delivery system, you will receive a confirmation message including a link to track your order. You will receive a notification the day prior to delivery and again once the order has been delivered. Depending on the delivery partner used, you will receive an email or an SMS.
In the event that the recipient is not home at the time of the delivery, the parcel will be left at the door if safe to do so, otherwise the parcel will be returned to the depot. Depending on the delivery partner, we may be in contact to arrange redelivery, otherwise a card may be left with instructions on how the parcel can be collected.
Contact us on 1300 258 828 from Monday to Friday between the hours of 9am – 5pm AEST if you require any special delivery requirements or require further information on the delivery partner that services your location.
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 in Melbourne or at your destination and your order is not travelling refrigerated, your order may be held back for a later date of despatch. This is to ensure that the product is not compromised on reaching its destination. In the event this happens, we will be in contact to advise when the expected despatch date will be.
Cacao cannot be held responsible for conditions beyond our control such as severe weather or service interruptions. Cacao takes no responsibility for melted product in remote destinations, however we take all measures to ensure this does not happen.
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.