SHIPPING

SHIPPING & DELIVERY INFORMATION

In order to process and fulfill your order in a timely manner, please ensure the following information is provided in full and correctly:

  • Your full name
  • Email Address
  • Contact phone number
  • Billing address
  • Delivery address
  • Recipients full name (if recipient is not you)

All Shipments are tracked. Orders over $500 require a signature at delivery.

     

    TIMES & COSTS

    Please allow up to seven (7) business days delivery of your order from dispatch.  All orders are delivered by our nominated Delivery Service Providers as listed below and a signature will be required on delivery:

    For deliveries within Australia and International, we use express delivery couriers. 

    Cocoa and Vanilla strives to ensure product availability shown on the website is correct at all times, however, it is possible that a product may go out of stock at the time of your order placement.  If a part or all of your order is on backorder you will be contacted by email or phone with details of the backorder items and an estimated shipping date.  Items placed on backorder that formed part of a larger order will be shipped with no additional shipping charges.  If you choose not to wait for the product you have the option to either:

    • Exchange the item on back order for another Cocoa and Vanilla product
    • Cancel the order and receive a full refund of the retail price

    During traditionally busy times of the year such as Christmas, Cocoa and Vanilla will do everything we can to despatch your order so that it is received within our standard delivery window, however, orders may be delayed due to very high volume of orders and postal / delivery transactions.

    Unless specified by you at the time of order that you wish your order delivery to be insured, all packages are by default uninsured and Cocoa and Vanilla assumes no liability for loss, damage or breakage.

    All shipping locally and internationally is free of charge.

     

    TRACKING YOUR ORDER

    When your online purchase is complete you will receive an email containing your order confirmation and delivery details.

    If tracking is available on your order we will provide these details to you on request.  If you have any queries about your order you can contact us via email.  Cocoa and Vanilla contact details can be found on the Contacts Page of our website.

     

    LOST OR DAMAGED GOODS

    The risk of loss and title for all products purchased via the site pass to you upon delivery of the item to the delivery service provider (as listed above).

    If your order is lost or damaged in transit, please email us at contactus@cocoa-and-vanilla.com within 14 days of estimated delivery so that we may assist you.

    If items are missing from your order or if the goods are not as ordered, please contact us at Orders@cocoa-and-vanilla.com within 14 days to report the error so we can assist you.

     

    INTERNATIONAL DELIVERIES

    Overseas Customers, please note Cocoa and Vanilla takes no responsibility for additional fees incurred in the shipping of your items, including importation fees, duties, and taxes.  Please be aware of your countries importing regulations.

    Cocoa and Vanilla recommends you take out additional insurance cover when shipping overseas.  Please contact us at contactus@cocoa-and-vanilla.com so we can assist you.

    RETURNS AND EXCHANGES

    OUR RETURNS POLICY

    Cocoa and Vanilla does not provide refunds on any purchase unless the items are faulty or not as ordered.  In all other cases, you can exchange the item ordered for another in our range.    If you have a particular question in relation to your order please contact us at Orders@cocoa-and-vanilla.com within 14 days of delivery the items.   Returns will be accepted on any faulty or wrongly described merchandise returned to us within 14 days of delivery.

    We are unable to offer returns on sale items unless faulty or wrongly described.

     

    HOW TO RETURN OR EXCHANGE AN ITEM

    To return a damaged or faulty item, or an item shipped to you that is not as ordered please contact us at orders@cocoa-and-vanilla.com  within 14 days of delivery.   You will be provided with a return authorisation number via email.  Please include a copy of this email reply with the items you are returning and send to:

    Cocoa and Vanilla Pty Ltd

    PO Box 7784

    BAULKHAM HILLS NSW 2153

    AUSTRALIA

    Please ensure your return parcel is securely packaged and both sender’s address and Cocoa and Vanilla's return address are clearly displayed on the outside of the parcel.

    To avoid delivery problems, we encourage sending your return back by registered post.  Please allow two weeks from the day your parcel is delivered to our distribution center for your account to be credited.

    Once we have processed your return we will notify you via the email address provided with your original online order.

    Customers are responsible for paying postage to return items. Currently, we are unable to offer exchanges on returned items via post. If you would like a different precious metal or size or a different item you will need to place a separate order.