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FAQ's

If you have a question for us, please go through our list before getting in touch.
If you still can’t find the answers you’re looking for, please email us via the ‘CONTACT US’ page and someone from

our team will be there to assist you.

HOW DO I PLACE AN ORDER?

All orders are to be placed via our website via the relevant product page. Each product has an order form on the page. Please use this form to place your order.

We will respond to all emails/messages within 48 hours. If you haven't received a response please check your spam/junk folder.


If you have still not received it, please let us know via the

'CONTACT US' page or direct message via Facebook or Instagram and we will get it sorted for you.

HOW MUCH NOTICE DO YOU NEED FOR MY ORDER?

Our sweets are available to order every day of the week. 

We ask that you please provide a minimum of 5 days notice to allow us to met your order requests.


If you require an order earlier, depending on availability and location, we may be able to accommodate so please reach out to us via chat or email first.


FRI, SAT, SUN & MON are our busiest days and can book out weeks in advance so once you've decided, we recommend booking it in as soon as possible to avoid missing out.

PICK UP, LOCAL DELIVERY & POSTAGE?

PICK UP

Available from Mickleham, 3064 and Collingwood, 3066 between 9am-3pm. Please advise pickup location on your order form.

Address is provided on your invoice and time for pick up will be arranged prior to order date.

LOCAL DELIVERY

Available 7 days a week. All orders are delivered between 9am-3pm.

 *If you require your order at a specific time, please be sure to

note this on your order form or reach out to us via email. 

We cannot guarantee delivery times but we will do our absolute

best to ensure your request is met. If you are on a very strict time schedule, we recommend pick up to avoid any delays.

POSTAGE

Available anywhere on the Australia Post network. Available for selected products only.

All postage orders are posted within 5-7 days of invoice being paid unless a later date is specified. Further details below.

DELIVERY FEES?

FREE DELIVERY in Mickleham Victoria 3064

LOCAL DELIVERY - We deliver to the following suburbs: $9.95 delivery fee applies.

Craigieburn, Donnybrook, Wallan, Wollert, Beveridge, Thomastown, Lalor, Reservoir, South Morang, Epping, Mill Park andBundoora.

*If your required suburb is not listed, please get in touch to see what we can do.

POSTAGE: $14.95 fee applies.

Available anywhere within Australia.

Postage is only available for our Sugar Cookies and Loaded Cookies.

All postage is delivered via Australia Post.

If you place multiple orders for delivery with us for the same day to the same address, delivery will be combined/discounted where possible.

POSTAGE ORDERS

Postage is available Australia wide on the AUS Post Network. Each cookie is individually wrapped in a clear cello bag and placed inside a cookie box and then packed into a hard postage box.
Your order will be dispatched within 5-7 days of your invoice being paid unless a later date is specified on your order.
Once your order has been dispatched we will provide you with a tracking number via email.

*If your order is placed for a date in the future we will dispatch your cookies 7 days prior to your requested date to allow time for postage/delays. If you would prefer anything different please get in touch with us.

You will receive all postage tracking information, even if this is order as a gift.

We use Australia Post for all deliveries therefore the shipping time will be dependent on where in Australia you are located. Currently any orders sent within Metro Melbourne will take 3-5 business days, any other metro areas within Australia will take up to 4-6 business days. 

We do our best to ensure the cookies arrive as soon as possible and by your preferred date however there may be unforseen postal delays which are out of Simply Sweeter's control, unfortunately we cannot be held liable for delivery times once the package has been dispatched.

TERMS & CONDITIONS FOR LOCAL DELIVERIES

1. Please ensure someone is home to receive the delivery OR it will be left in a safe place.
2. Please double check your invoice to ensure that the details you have provided to us are correct: (ie. delivery address and valid contact number)
Please be mindful: We will not and are not allowed to enter medical institutions or hotel quarantine sites.

*If you are delivering to an apartment, we ask that you come down & meet the delivery driver in the lobby or allow us to leave it at reception.
3. If we have been provided with incorrect/ insufficient details or if there is no one home to receive the delivery and we were not able to leave the delivery somewhere safe, you may incur a fee. Our redelivery fee is $9.95, plus 50% off the total cost of the order. Please understand, redelivering an order is not ideal for us either. It means your original order goes to waste, it's then has to be remade, repacked and sent out with a driver again.
4. Delivery Timeframes are guidelines only. Due to unforeseen circumstances that are out of our control (such as, but not limited to: traffic, weather, parking, having to wait for other customers), we may be delayed and will not be liable for those delays.
5. Specific delivery time: Even if stated in your notes, we cannot guarantee a specific delivery time. If you require a specific delivery time, please contact us and see if we can accommodate the request. As always, we will always try but if you are on a strict time schedule we recommend picking up your order to avoid delays.

DO YOU ACCEPT CUSTOM ORDERS?

WE SURE DO! WE LOVE CUSTOM ORDERS!

If you have something in mind that you are wanting, send us an email via the CONTACT US page or via email simplysweeterenquiries@gmail.com and we will do our best to bring your vision to life.


Be sure to include as much detail as possible and also your contact number so we can call to your discuss if we need to. Feel free to send through any inspo photos too!

HOW CAN I PAY?

We accept payment via Direct Deposit, BPAY & Credit Card (credit card fees apply).


All orders require full payment once invoice is received.

NOTE: Orders are not secured until payment is received.

Orders WILL NOT be delivered or be ready for pick up unless full payment is received by invoice due date.

ORDERING AS A GIFT?

If you are ordering to send to someone else, ensure to let us know. 


We will send you a photo of your order and let you know once its been delivered so you know what it looks like and that it has arrived.

All order confirmations and delivery notifications will come to you unless you specify otherwise.

WHAT IF I NEED TO CANCEL MY ORDER?

All Sweet Boxes orders are non-refundable at any time, however we are happy to change your delivery date or provide you with a credit for a later date, if more than 72 hours notice is given.
Credit notes are valid for 3 years from the date of cancellation.

FAQ: FAQ
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