Shipping & Returns
At A Pocket of Lollies, we want your order to arrive safely and for any problems to be resolved quickly.
This policy explains how shipping, returns, refunds and delivery issues are handled for orders placed through: https://www.apocketoflollies.com.au/
Shipping
Order processing
Orders are processed after payment is confirmed.
Processing times may vary depending on:
order size;
stock availability;
public holidays;
peak periods;
bulk or event orders; and
any special packing requirements.
You will receive shipping or tracking information once your order has been dispatched where tracking is available.
Delivery areas
We ship to eligible Australian addresses.
Delivery availability may depend on:
postcode;
carrier coverage;
parcel size; and
product type.
If we cannot deliver to your address, we will contact you where possible.
Shipping costs
Shipping charges are shown at checkout before payment.
Where free shipping is offered, eligibility conditions may apply.
Free shipping offers may exclude certain locations, oversized orders or special-order items.
Delivery timeframes
Delivery estimates are not guaranteed unless a specific guaranteed service has been offered.
Delays can occur due to:
courier delays;
weather;
public holidays;
peak periods;
remote locations; and
incorrect delivery details.
For birthdays, weddings, corporate events or other time-sensitive orders, we recommend ordering early.
Track your order
Where tracking is available, use:
https://www.apocketoflollies.com.au/track
Tracking information may take some time to update after dispatch.
Delivery address changes
Please check your delivery address carefully before placing your order.
If you notice an error, contact us as soon as possible.
We cannot guarantee that an address can be changed once an order has entered processing or dispatch.
Additional shipping charges may apply if an order is returned because the address supplied was incorrect or incomplete.
Missed, delayed or lost deliveries
If your order is delayed:
Check your tracking information.
Allow for carrier processing delays.
Contact us if you still need assistance.
If a parcel appears lost, we may need to lodge an investigation with the delivery provider before confirming a remedy.
Damaged orders
If your order arrives damaged, contact us promptly and provide:
your order number;
a description of the problem;
photos of the damaged item; and
photos of the packaging.
Depending on the circumstances, we may offer:
a replacement;
refund;
store credit; or
another appropriate remedy.
Incorrect or missing items
If you receive the wrong item or something is missing, contact us as soon as possible.
Please provide your order number and, where helpful, photos of the parcel and contents.
We will investigate and provide an appropriate solution.
Returns
Change of mind
Because many of our products are food items, we generally do not accept change-of-mind returns for products that have been:
opened;
unsealed;
partly consumed;
consumed; or
handled in a way that affects hygiene or food safety.
Unopened, non-perishable items may be considered for return at our discretion.
Any approved change-of-mind return may require the product to be:
unopened;
in original packaging;
in resaleable condition; and
returned at the customer's cost.
Please contact us before returning anything.
Food and confectionery products
We generally cannot accept food returns simply because you:
changed your mind;
ordered the wrong flavour;
ordered too much; or
do not like the taste.
This does not affect your rights where a product is faulty, damaged, unsafe or incorrectly supplied.
Faulty products
If a product is faulty, damaged, unsafe, not of acceptable quality or materially different from its description, you may be entitled to a remedy under Australian Consumer Law.
Depending on the circumstances, this may include:
replacement;
refund; or
another appropriate remedy.
Nothing in this policy limits your rights under Australian Consumer Law.
Refunds
Approved refunds will usually be returned to the original payment method.
Processing times depend on the payment provider and your financial institution.
Shipping charges may or may not be refundable depending on the reason for the refund.
Replacement orders
Where a replacement is approved, we will arrange dispatch as soon as reasonably possible.
If the original product is no longer available, we may offer:
another suitable product;
a refund;
store credit; or
another agreed solution.
We will not substitute a materially different product without your approval.
Return shipping
For change-of-mind or customer-ordering errors, return shipping may be the customer's responsibility.
For faulty, damaged or incorrectly supplied products, reasonable return costs will be handled in accordance with Australian Consumer Law.
Heat-sensitive products
Some confectionery, including chocolate, may be affected by hot weather during transport.
We pack orders with reasonable care, but transport temperatures may be outside our control.
Heat-related concerns will be assessed individually and do not affect any rights you may have under Australian Consumer Law.
Event and bulk orders
Large orders for:
birthdays;
weddings;
corporate events;
fundraising;
parties; and
bulk purchases
may require additional preparation time.
Please order early for time-sensitive events.
Unless confirmed in writing, an event date does not guarantee delivery by that date.
Order cancellations
If you need to cancel an order, contact us as soon as possible.
We may be able to cancel it if packing or dispatch has not started.
Once an order has entered processing or been dispatched, cancellation may no longer be possible.
Out-of-stock items
Occasionally, an item may become unavailable after an order is placed.
If we cannot fulfil an item, we may offer:
a refund;
replacement;
store credit; or
another agreed solution.
We will not substitute a materially different product without your approval.
Contact us
For shipping, returns, refunds or delivery questions:
Contact Us
https://www.apocketoflollies.com.au/contact
For order tracking:
Track Your Order
https://www.apocketoflollies.com.au/track
Please include your order number whenever possible.
Policy updates
We may update this policy from time to time.
The latest version will always appear on this page.
Nothing in this policy excludes or limits any rights that cannot lawfully be excluded under Australian Consumer Law.