FAQs
General Questions
Can I request a product that you don’t stock?
Of course! Get in contact with us and your request will be placed on our product request list. Please be aware that this is just a suggestion, and we cannot guarantee we will be able to find this product or choose to stock it.
What forms of payment do you accept?
We accept AMEX, Mastercard, Visa, Afterpay, Zippay, Apple Pay, Google Pay and Shopify Pay. We do not accept bank transfer or cheque.
Where are you located?
We’re located in Brisbane, Queensland Australia. However, we are an online only store and do not have a physical shop location. Therefore, you are only able to order online and have our order delivered.
Shipping & Delivery
How long does delivery take?
Accurate shipping estimates are shown at checkout; however shipping times are usually as follows:
Domestic Shipping:
Standard Shipping:
- Queensland (QLD): 1-3 business days
- New South Wales (NSW), Victoria (VIC), South Australia (SA): 2-6 business days
- Tasmania (TAS), Northern Territory (NT), Western Australia (WA): 6-9 business days
Express Shipping:
- Queensland (QLD): Next business day
- New South Wales (NSW), Victoria (VIC), South Australia (SA): 1-3 business days
- Tasmania (TAS), Northern Territory (NT), Western Australia (WA): 3-4 business days
How can I track my order?
We use a program called ShipStation to send all our parcels. This means that your parcel may be sent by Australia Post or different provider. When your order has been shipped, you will receive an email with tracking information. There will be a link and a tracking number in this email, so you are able to track your parcel. If you have not received this email, please check your junk or spam folder before contacting us.
What does the postage cost include?
Postage costs include all handling and packing fees, as well as shipping costs.
How long will my order take to ship?
We currently have a 24-48 handing time on all orders, providing there are no delays with address issues or out of stock items. Parcels are shipped Monday – Friday, please be aware we do not ship orders out on the weekend or public holidays.
Can I pick up my order to avoid postage?
As we are online only, you are only able to order online and have the order delivered. We do not offer a collection service at this point in time.
What is my tracking number?
You will be emailed a link to track your order once your order has been shipped. This email will come from ShipStation, so please search your junk or spam folder before contacting us. If you still haven’t received an email with your tracking number, please get in contact with us.
Refunds & Returns
Do you accept returns or exchanges?
No, we do not accept returns or exchanges on any products.
Can I get the refund if I don’t like the taste of a product?
Unfortunately, we are unable to provide refunds if you don’t like the taste of a product, as taste is subjective. At best we can offer you a discount on your next purchase.
Can I get a refund if I change my mind?
We cannot provide refunds if you have changed your mind after receiving the product.
What is your refund policy?
We will happily refund items that are missing, damaged or incorrect. We do not offer refunds on products that were advertised as out of date and subsequently discounted. Please refer to the section regarding missing, damaged or incorrect items and out of date items below for additional information.
How will I be refunded?
If we offer you a refund, it will be processed back to the same payment method that you completed the purchase with. For example, if you placed your order using Afterpay then the refund will be processed back to Afterpay.
How long will the refund take to process?
Refunds generally take 3-7 business days to fully process back to the method of payment you placed your order with. This is for a number of reasons that are out of our control such as individual bank or institution processing times.
Damaged / Lost / Missing / Incorrect Items / Parcels
What do I do if my item/s arrived damaged?
We ensure to bubble wrap all fragile and breakable items and do our best to ensure your order is packed nicely and securely. However, once the parcel leaves us, we cannot control how it is handled by the couriers. Should there be any damaged items in your order, please get in contact with us. We require the following information:
- Photos of all damaged items
- Photos of all packaging
- A photo of the packing slip
- Your order number
- Whether you’d like the damaged item/s resent or refunded
Please be aware that we require photos of the damaged item/s in order to process a refund or resend the item to you. If you cannot provide this proof, we can only provide you with a discount on your next order. Please also be aware that if this is in regard to melted chocolate, you may not be eligible for a refund or a replacement. Please check our Shipping in Hot Weather Policy for more information.
What do I do if I’ve received an email from the courier stating my parcel has been damaged?
If you have received a notification from the courier company that your parcel has been damaged, please contact us at info@sugarswirlhq.com We will then lodge an enquiry with the courier for confirmation, which can take a couple of days depending on how responsive the courier is. If the parcel arrives to your address, please take photos of the parcel as well as the damaged items and email them to info@sugarswirlhq.com, after which we can arrange for those products to be resent to you or have them refunded. If the parcel arrives back at our warehouse, we will get in touch with you to organise a refund or a resend of the items. We need to allow time for one of these two things to happen, for us to be able to claim the package on insurance and to ensure that the package isn’t sent to you in the interim. Occasionally a courier will report a parcel as damaged, but it is just external box damage and the actual products inside are fine. If we are notified a package is lost, we will either repackage your order and resend it or issue you a refund.
What do I do if I receive a notification my parcel is lost?
If you have received a notification that your parcel has been lost in transit or it has exceeded the estimated timeframe in transit, please get in contact with us at info@sugarswirlhq.com. We can then investigate this with the courier.
My parcel was marked as delivered but I haven’t received it. What do I do?
If you have authorised for the parcel to be left unattended, the responsibility rests on you if the parcel goes missing from your door. We unfortunately cannot offer a refund or a replacement in this instance. Some couriers provide photo evidence of where the parcel was delivered and if we are provided with that evidence, we cannot issue a refund or replacement. However, if the courier cannot provide photo evidence, we can then look into having the parcel refunded or reshipped.
What is the process for lost parcels?
- We receive an email from the customer stating the parcel is missing.
- We then contact the courier for confirmation and further information.
- The courier does an internal search for the parcel and looks up delivery details.
- The courier then notifies us that the parcel is either lost or delivered to the incorrect property.
- Once we receive notification from the courier confirming the parcel is lost, we can then work on refunding or reshipping your order.
Please be aware that even if you have received notification from the courier stating the parcel is lost, we must wait for the courier to confirm this with us so we can apply to claim that loss through insurance. Unfortunately, this process may take a little extra time. As a small business, we need to follow this process and await an official report from the courier so we can claim it through insurance.
What do I do if I’ve received an incorrect item?
We try our best to ensure you receive all the correct items, however sometimes due to human error an incorrect product is accidentally included. We assure you this is not an intentional swap, our apologies!
Should you receive any incorrect items, please get in contact with us. We require the following information:
- Photos of all items received
- A photo of the packing slip
- Which items you received that are incorrect
- Any missing items
- Your order number
- Whether you’d like the correct item resent or refunded
Please be aware that we require photo proof of the items received, not just a screenshot from our website of the item you ordered. Without this, we unfortunately cannot issue any refunds or resend any products. If you cannot provide this proof, we can only provide you with a discount on your next order.
What do I do if there are items missing from my order?
We try our best to ensure you receive all the correct items, however, sometimes there may be an item missing in your order. This may be because the item is out of stock and is due to be refunded back to you. On occasion, this is due to human error which we apologise for. Should there be any items missing from your order, please get in contact with us. We require the following information:
- Photos of all items received
- A photo of the packing slip
- Which item/s are missing from your order
- Whether you’d like the missing item resent or refunded
Please be aware that we require a photo of the packing slip in order to process a refund or resend the item to you. If you cannot provide this proof, we can only provide you with a discount on your next order.
Product Request / Suggestion
If you would like to make a suggestion about a product you think we should stock, please email us at info@sugarswirlhq.com. We cannot guarantee that we can stock the products you request, but we do appreciate the suggestions.
