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General FAQ

 

Do you deliver to my area?

How much does delivery cost?

What is your returns policy?

What happens if my order has been fulfilled incorrectly?

Can I send you my feedback or suggestions?

How do I make a wholesale inquiry?

Sale items FAQs! 'Will farmers receive a fair price if the chocolate is on sale' & other questions

 

Do you deliver in my area?

We can deliver to virtually any address within Australia.  Unfortunately, we do not offer overseas deliveries at the present time.   


How much does delivery cost?

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. As a guide, orders received by 3pm Melbourne time will typically be despatched within 2 working days after your order is placed.   

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilogram.
  

 

What is your returns policy?

Refunds &/or exchanges will only be provided if an order has been fulfilled incorrectly.

Due to the nature of our product, unfortunately we cannot offer refunds in any other circumstances. While all care is taken in the packaging and delivery of your product, we cannot always guarantee the condition in which it arrives.

For example, although unlikely, spoiling may occur in extreme weather conditions. If you wish to delay your chocolate order due to hot weather, please indicate this within the comments box whilst placing your order, and we will try to accommodate your request.


What happens if my order has been fulfilled incorrectly?

If your order has been fulfilled incorrectly, please notify us using the ‘Talk to us’ link on the home page, within 14 days of receiving the goods. Once you have notified us, please wait for our response and a return reference number before returning the goods to Heart of Chocolate. The goods, together with a copy of the cost receipt for the return postage, should then be returned through Australia Post in the original packaging, or equivalent.

If you return goods via an Australia Post Office, keep the appropriate proof of return in case the item should go missing in transit. Please address to: Returns Department, Heart of Chocolate - 638 Ferntree Gully Road, Wheelers Hill VIC 3150. All goods to be returned to Heart of Chocolate should be in good order and original condition.

Products that were purchased in conjunction with a promotion and were subsequently delivered with a Free Gift, must be returned with that Free Gift to receive a full refund for the original item purchased. If the original item is returned without the Free Gift, the value of the gift will be charged to the purchaser via the original payment method.

If we agree to the basis of your return, we will refund the original product price, delivery and your return postage costs. Alternatively, if you request a replacement, we will dispatch your replacement item (subject to availability) once we receive the return, at our cost.


Can I send you my feedback or suggestions? 

Absolutely! We would love to hear from you! Please use the 'Talk to Us' link at the top of the homepage or go to http://www.heartofchocolate.com/pages/Talk-to-us-.html to contact our team.


Do you offer Wholesale Prices? 

Heart of Chocolate would be delighted to work with like-minded businesses to sell our product range. If you are interested in purchasing our products in wholesale quantities, please drop us an email using the 'Talk to Us' link at the top of the homepage or go to http://www.heartofchocolate.com/pages/Talk-to-us-.html and we will be in touch with you promptly!

Did you know that we also have an extensive range of point of sale material available for our stockists? Take a peek online at - http://www.heartofchocolate.com/for-retailers/