Shipping Policy

• We dispatch orders within 3 to 5 business days after payment, subject to stock availability. The Express Post shipping time is a separate time-frame from our dispatch time.
• We ship from Regional NSW, outside the Australia Post Express Post next-day network.
• We use Australia Post Express Post as the quickest available option, so chocolate spends less time in transit.
• We pack and dispatch Monday to Thursday to avoid transit over the weekend.
• A Packaging and Handling fee applies at checkout (protective wrap and travel-ice).
• You will receive a tracking link by email once your parcel is dispatched.

About this policy

Chocolate On Purpose® is the operator of the www.chocolateonpurpose.com.au website. By placing an order through this website you agree to the terms below. These terms are provided to ensure both parties are aware of and agree upon this arrangement, to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we may not be able to fulfil all items at the time of purchase. If this occurs, we will contact you about any delay in fulfilling your order, and offer a solution that hopefully works for both parties.

2. Processing and dispatch time

Orders are usually processed and dispatched within 3 to 5 business days of payment, depending on stock availability.

Our Chocolate Factory operates Monday to Friday during standard business hours, except on national holidays. We ship Monday to Wednesday. 

3. Shipping costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in your order. Payment for shipping is collected with the purchase. This price is the final shipping cost charged to the customer.

We use Australia Post Express Post to help your order arrive as quickly as possible.

Regional NSW and Express Post timeframes

Chocolate On Purpose is situated in Regional NSW and is outside the Australia Post Express Post next-day delivery network. Australia Post advise Express Post is still the quickest postage option.

Australia Post Express Post guaranteed delivery applies only to postcodes within the same Express Post Network. As we are in Regional NSW, it is unlikely we are in the same Express Post Network as you. Please allow an additional business day to the delivery timeframes shown on the Australia Post website:

https://auspost.com.au/service-updates/domestic-delivery-updates

From time to time, some products available in our store are fulfilled by external providers, who handle production, packaging, and shipping, however Chocolate On Purpose® remains your primary point of contact for all orders, including any questions, issues, or returns. Shipping times and processes for these products may differ from those stocked and shipped directly by us.

Important: Express Post delivery timeframes apply after Australia Post receives your parcel. Our dispatch timeframe is 3 to 5 business days, then Australia Post transit timeframes apply.

Packaging and Handling fee

A Packaging and Handling fee is charged at checkout. This covers protective packaging (bubble wrap) and travel-ice to help maintain the integrity of your chocolate so it arrives in the ultimate state of yumminess.

4. Tracking notifications

Upon dispatch, you will receive an Australia Post tracking link via email so you can follow the progress of your shipment based on the latest updates made available by Australia Post.

Please ensure you whitelist our email address: orders@chocolateonpurpose.com.au so this email does not go to your junk/spam folder.

5. Parcels damaged in transit

If your parcel is damaged in transit, please contact Australia Post and lodge a formal complaint.

Once your parcel is dispatched, delivery investigations and claims must be lodged directly with Australia Post by you (the customer), as Australia Post require the receiver to lodge the case and will not accept a case lodged by us on your behalf.

However, to help us support you, please email us within 48 hours of Australia Post’s delivery advice (delivery confirmation) and include your order number, tracking number, and clear photos of the damage (where relevant).

6. Duties and taxes (Australian GST)

Australian GST is included in the purchase price, meaning it has already been applied to the price of the goods as displayed on the website.

7. Cancellations

If you change your mind before you have received your order, we can accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, cancellations are not possible. Please refer to our Return and Refund Policy.

8. Insurance

Parcels are insured for loss and damage by Australia Post up to the value of $100.00. If your parcel is damaged in transit, please contact Australia Post to lodge a complaint and make a claim.

9. Customer service

For order and dispatch enquiries (before delivery), please email us at: orders@chocolateonpurpose.com.au.

For delivery issues after dispatch (delays, missing, damage in transit), please lodge a case directly with Australia Post first. Please also email us with your order number and tracking number, and we will endeavor to support you where we can.

Delivery issue decision tree (quick help)

• Step 1: Has your order been dispatched?
  • No: Please allow 3 to 5 business days for processing and dispatch (subject to stock). If you are concerned, email us with your order number at orders@chocolateonpurpose.com.au.
  • Yes: Use your tracking link to check the latest Australia Post scan updates.
• Step 2: Is the parcel delayed beyond expected transit time?
  • Yes: Please lodge a case directly with Australia Post using your tracking number. Australia Post will not accept a case lodged by us on your behalf. However, please also email us at orders@chocolateonpurpose.com.au with your order number and tracking number, and we will support where we can.
  • No: Continue to Step 3.
• Step 3: Is the parcel marked as delivered, but you have not received it?
  • Yes: First check around your property, safe place, neighbours, or your local post office. Then lodge a case directly with Australia Post using your tracking number and request their proof of delivery photo. Please also email us at orders@chocolateonpurpose.com.au with your order number and tracking number so we can support you where we can.
  • No: Continue to Step 4.
• Step 4: Is the parcel damaged in transit?
  • Yes: Lodge a complaint/claim directly with Australia Post using your tracking number. Please also email us within 48 hours of Australia Post’s delivery advice (delivery confirmation) with photos, your order number, and tracking number so we can review and support you case-by-case.
  • No: Continue to Step 5.
• Step 5: Need to change your delivery address?
  • Email us as soon as possible at orders@chocolateonpurpose.com.au. If the order has already been dispatched, changes may not be possible.