FAQ
Will you be fulfilling online orders over the festive season?
We will be pausing fulfilment of online order from the 22nd of December through to the 5th of January, with dispatch resuming from the 6th.
Thank you for your understanding and for supporting our family business!
Where do you ship?
Our shipping availability changes seasonally to protect our products during warmer months.
We ship everywhere in Australia except the Northern Territory (NT) from April 1st to November 30th.
We place a seasonal hold on all WA and SA orders due to heat-related shipping risks from December 1st to March 31st.
Unfortunately, we do not offer international shipping due to heat sensitivity of chocolate.
How long will it take to receive my order?
All orders are processed within 1–3 business days, excluding weekends and public holidays.
During warmer months, we send all orders via Australia Post Express to avoid extended time in the heat.
Delivery is typically within 2–3 business days (regional areas may require additional transit time).
Please note, if temperatures exceeds 30 degrees on the day of dispatch, we may hold your order temporarily.
In this instance that your order is taken to the post office, we encourage prompt collection. Temperatures within these facilities are not regulated, increasing the risk of chocolate melting. We are unable to take responsibility for melting that occurs while your parcel is awaiting pickup.
How is the chocolate packaged for delivery?
We take great care to pack your order securely. During warmer months, we use heat reflective insulated bubble wrap, as well as cooling packs to protect your chocolate.
Can I return or exchange a product?
Due to food safety regulations, we are unable to accept returns or exchanges unless the item is faulty. If you receive a damaged or incorrect item, please contact us within 7 days of receiving your order. See our Refund & Returns Policy for more details.
What if my order arrives melted or damaged?
We do our best to prevent this, especially during warm weather, but if your chocolate arrives in less-than-perfect condition, please get in touch with us right away. We’ll work with you to find a solution.
Can I send chocolate as a gift?
Absolutely! Just select the gift option at checkout and include a personal message. We’ll make sure it’s packed beautifully and without pricing details.
Do you offer custom or corporate gifting?
Yes! We offer custom orders and corporate gifting options. Please contact us athello@melbournechocolate.comto discuss your needs.
Are your products gluten-free/vegan/nut-free?
Please refer to individual product pages for specific allergen and dietary information. While we do our best to avoid cross-contamination, our products are made in a facility that handles nuts, dairy, and gluten.
How can I contact customer service?
You can reach us by email athello@melbournechocolate.comor use ourContact Usform. We aim to respond within 1–2 business days.