Due to strict food handling regulations, we can only return or refund your order prior to the order leaving our premises. Once your order has left our premises, we are unable to exchange products or accept returns unless there is a product fault.
If we are unable to complete your order, you will be contacted and a refund will be given.
We cannot provide cancellation/refunds for customised orders that have been made specifically for your order.
Any dissatisfaction or problems with an order must be made within 24 hours of delivery. After this time, your purchase will be deemed to have been accepted in good order and condition and no claim shall be accepted.
If there is a fault with your item, please send us a photo of the faulty product & proof of online purchase. If applicable you may be asked to return the product, we kindly ask you to keep it in the condition that it arrived in so that we can rectify the issue in our delivery or production methods.
In the event that Essenze Chocolate accepts the return of the non-faulty goods for credit, the customer remains liable for the costs of re-delivering the chocolate back to Essenze Chocolate.
Cancellation Policy:
If you change your mind and need to cancel your order, please contact us on 02 9525 2585 or email essenzechocolates@bigpond.com as soon as possible. We can only refund you as long as the chocolates haven’t left our premises. Once they have been dispatched, we are unable to provide a refund.
We cannot provide cancellation/refunds for customised orders that have been made specifically for your order.
What to do if your order arrives broken/melted from Australia Post:
We honestly hope this doesn’t happen to you and at Essenze Chocolate, we do our best in packaging your order and giving it the best possible chance of arriving in optimal condition. We package each parcel securely and use thermal wrap for added protection.
In the rare event that you order is damaged or lost during the delivery process, rest assured that as part of our Australia Express Post dispatch, every package is insured with Australia Post up to the value of $100. Please contact Australia Post directly to receive compensation.
As per our delivery policy, we are not responsible for the replacement of your package if it is damaged by any third party carrier. Replacement or refund is completely at our discretion, but we will assist to help make it right.