Shipping Information

ORDER PROCESSING TIMES & DESPATCH DAYS

• Order cut-off time for next business day despatch is 5pm
• Despatch days to Capital Cities: Monday to Thursday
• Despatch days to Regional Locations: Monday to Wednesday

DELIVERY TIMEFRAMES (FROM DATE OF DESPATCH)

• Australia Post Express Post: 1–4 business days
• Australia Post Express Post Regional Locations: 2–5 business days
• Melbourne Metro Same Day Delivery: Monday to Friday
• Self-Pick Up: Next business day from 11am

Free for all orders

Please note, self pick up orders will be ready for collection the next business day from our Cheltenham Head Office. Same day pick ups are not available. 

• An email will be sent once the order is ready for collection
• Once confirmed, orders are available for collection between 11am and 5pm, Monday to Friday, except public holidays

When will my order be despatched?

Express Post: Orders received before 5pm, Monday – Wednesday will usually be despatched the following business day. Orders received after 5pm will be processed the next business day for despatch the following business day. Note that all orders placed after 5pm on Wednesday will be despatched the following Monday, excluding public holidays.

Express Post - Regional Locations: Orders received before 5pm, Monday – Tuesday will usually be despatched the following business day. Orders received after 5pm will be processed the next business day for despatch the following business day. Note that all orders placed after 5pm on Tuesday will be despatched the following Monday, excluding public holidays. 

NOTE: Please allow additional time for orders to be despatched during peak periods.

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  ‘Same Day Delivery’ shipping option during checkout. The requested delivery date can be noted in Delivery Instructions, alternatively an email can be sent to orders@cacao.com.au once the order is placed to advise the requested 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 office (2 Kembla Street, Cheltenham 3192) Monday to Friday between 11am and 5pm. 

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. Depending on the delivery partner used, you will receive an email or an SMS once the order is delivered.

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 need further information on the delivery partner that services your location.

Can I cancel my order?

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.

What happens if products are received damaged?

Whilst we take great care to pack orders to ensure they are received in perfect condition, in the event your order is damaged whilst in transit, please send photos to hello@cacao.com.au so that we can, at our discretion, arrange either a refund or 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. 

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 for non-refrigerated deliveries 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, 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.