All orders are dispatched from Melbourne, Victoria via Australia Post. Please note that the standard timeframe for orders sent via express post is 3-5 business days and 7-10 business days for general post.
Whilst we do our absolute best to ensure your order arrives on time (7-10 business days for general post and 3-5 business days for express), there can be instances where your parcel may be delayed.
COVID19 and active pandemic restrictions/lockdowns may delay your order by an additional 3-5 business days. Cacao Collective is not responsible for any delays under these circumstances.
Instances where delays may be unavoidable:
- You are located in a state/country where there is an active COVID19 lockdown.
- There is an active lockdown from the place of dispatch (Melbourne, VIC).
- You are receiving your shipment via international postal services.
If your parcel is delayed more than 5 business days for express post or 10 business days for general post, please contact us via email@example.com so we can help to recover your order and rectify any discrepancies.
You may return new, unopened and intact items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Orders damaged in transit
If you notice that the order is damaged before you accept it let the courier know that you want to reject it and it will be returned to us. Please be so kind as to send an email to firstname.lastname@example.org straight away notifying us about the situation. Once the parcel has come back to us we will credit the amount paid for the product or send a replacement.