SHIPPING & REFUNDS
COVID-19 HAS RESULTED IN DELAYS ACROSS ALL DELIVERY COMPANIES. READ OUR COVID-19 FAQS.
HOW MUCH IS DELIVERY?
We have two main shipping rates available; we have our rate shipping for Sydney Metropolitan ($8.00) and Australia wide flat rate shipping ($14.00). Flat rate shipping is only available for orders under 16kg. Beyond 16kg, the bulky goods charge will be applicable.
IS THERE A WEIGHT SURCHARGE ON FREIGHT ORDERS?
Yes, there are some surcharges on freight. Weight surcharges apply to some product for all of our deliveries. All products that incur a weight surcharge will have it noted on the product page. These are usually marked as "bulky goods".
DO YOU OFFER A ‘ORDER AND COLLECT’ OPTION?
Yes, we do. You can collect your order from Cromer, Sydney only on Saturdays between 12-3pm. Once your order has been packed and ready for collection, you'll be sent an email and/or SMS notifying you that your order is ready to be collected. Please specify on check out if you wish to collect your order.
WILL I BE ABLE TO TRACK MY ORDER ONCE IT HAS BEEN DISPATCHED FROM SWEET ATELIER?
Yes, you can. Once your order has been shipped your order status will change from processed to shipped and will include a tracking number. An email is sent upon dispatch which will include your tracking number and which freight company is handling your order. This is generally sent at the end of the day.
WHAT IF MY ORDER IS DAMAGED OR LOST DURING TRANSIT?
Rarely do items become lost or damaged during transit however it can happen and if this is the case your first point of contact is giving us a call or sending an email explaining the issue and we will be in touch with you to resolve the lost parcel or replace damaged stock.
We use reputable couriers & Australia Post for our deliveries and lost parcels or damage during transit are very rare.
WHO DELIVERS THE PARCELS?
We use a range of freight companies for our deliveries. These include Australia Post, Couriers Please, FedEX and TNT. At checkout you will be given the option to choose the company that will delivery your parcel to your location. Please note that some delivery agents may not deliver to your area and will not be an option.
As shipping companies change their delivery areas from time to time, we will contact you if we need to use an alternative method.
Please note that Couriers Please, FedEX and TNT only deliver to physical addresses and cannot be delivered to PO Boxes.
CUT OFF TIMES FOR SAME DAY DISPATCH
Cut off time for guaranteed same day dispatch for all orders is 10.30am AEST Monday to Friday. For any orders received after 10.30am AEST on weekdays and anytime over the weekend, your order will be dispatched on the next business day, however this does not apply to orders with edible images.
IS EXPRESS POST AVAILABLE?
We understand sometimes you need your items super fast. If this is the case then we recommend you select the Express Post option during checkout as this will guarantee that your order will be shipped the same day if ordered before 12:00pm AEST Monday to Friday. Most capital cities receive parcels next business day however this is not always guaranteed as there can be circumstances outside the control of Sweet Atelier and the freight company.
All express post services and provided by Australia Post. At times we may substitute this for a courier if we feel that they will provide a better service.
We have two main shipping rates available, we have our rate shipping for Sydney Metropolitan and Australia wide flat rate shipping. Flat rate shipping is only available for orders under 16kg. Beyond 16kg, the bulky goods charge will be applicable.
Sydney metro discounted delivery rate is $8.95 for orders over $20 in value, up to 25kg for Couriers Please and 23kg for Australia Post. Bulky Goods freight charges apply to Sydney orders for orders over those weights (Physical or cubed weight, whichever is the heaviest).
Sydney Metro orders under $20 will be charged the Australia Wide shipping rate.
Our Australia wide flat rate is $14.00 for orders up to 16kg in weight or cubed weight whichever is greater. (Excluding items marked as bulky goods)
If you wish to pick up your online order from us in Cromer, Sydney, please select the pick up option during checkout and we will send you an email and SMS to advise when your order is ready for collection. Our opening times are on our contact us page and will be emailed to you.
Do not attempt to collect your order prior to the selected pick up time as your order will not be available for collection.
OWN COURIER COLLECTION
If you would like your own courier to collect your order you will still be required to pay a fee to cover staff, packaging and labelling costs. This fee will depend on the size of your order. Do not book your courier until you receive an SMS and email advising you that the order is ready for courier collection. The email will advise you of the quantity of boxes, weight and size. It will also supply the instructions on where to email the label, the address for collection and the time restrictions for courier collection.
All orders placed prior to 10:30am will be packed ready for dispatch on the same day. The packing time can not be supplied as it will depend on the workload for the day.
If you do not want to pay the fee, we will not supply a box or packaging for your order.
Sweet Atelier will not be held responsible for any damage that may occur once the order has been collected by your Courier. We will also not be held liable for any fees charged to you from the courier company for any issues relating to the collection or delivery of your order.
This service is only available on request. Please contact us for your postcode to be added into the website for own courier collection.
Express Post orders must be submitted by 12pm on weekdays to be shipped the same day
Express Post is costed from $14.95 and will increase due to total order weight and location.
Express post is automatically calculated during checkout.
Australia Post no longer offers the national next day delivery network. Express Post parcels are prioritised over regular mail within the Australia Post delivery network.
SAME DAY DELIVERY (SELECTED NORTHERN BEACHES SUBURBS ONLY)
Same day delivery is only available for selected Northern Beaches suburbs in Sydney. Please enquire before placing your order. Orders for same day delivery must be placed prior to 10:30am for it to be received same day, if stock is available. If same day delivery is available to your suburb it will be offered to you via email or text message. If you would like to see if your please contact us prior to placing an order
Same day delivery will not always occur during business hours. Some residential addresses may occur after 5pm. If you do miss cut off, there is a possibility we can ship same day. Please contact us to see if this option is available.
Note: If your suburb is not available, please contact us to receive a quote for delivery to your suburb.
WEIGHT & BULKY GOODS SURCHARGE
All freight providers in Australia calculate weight physically as well as cubed. Freight is charged by the higher weight. Cubed weight is measured at 250kg per cubic metre. Cubed weight is calculated by multiplying length x width x height in metres, timed by 250.
When the cart weight reaches 16kg or products that incur a weight & bulky goods surcharge are in your cart, the bulky goods rate will be charged.
AUTHORITY TO LEAVE
In checkout an option is provided to provide “ATL” (Authority to Leave) for the goods to be left at your delivery location if nobody is present to receive delivery. Whilst many of customers utilise this option, we do not recommend the ATL if you’re going to be out for a lengthy period of time or if your parcel can be damage from the weather or seen from the street.
Once you provide an ATL you understand that you have accepted full responsibility for the goods to be left unattended by the courier or Australia Post. With an ATL you take full responsibility for those goods and a claim for lost, damaged or stolen goods will not be accepted.
Bulky goods delivery can sometimes be cheaper when an ATL has been approved. This will be quoted upon checkout.
DELIVERY LEAD TIMES FOR ORDERS
Whilst we can ensure that we will ship your order on time, we cannot guarantee delivery days, dates or times, however we can give you an estimate guideline of when you can expect your order to be delivered.
Sydney Metropolitan – 1 - 3 business days
Greater Sydney – 1- 3 business days
Queensland Regional, Metropolitan (including Far North QLD) – 1 - 4 business days
Melbourne Metropolitan – 1 - 4 business days (Currently delays of at least 3 days to VIC )
Outside Metropolitan Area & Regional NSW, Victoria & Tasmania – 3 - 7 business days
South & Western Australia and Northern Territory – 5 - 10 business days
Please Note: These delivery lead times are purely guides and once the order is in the hands of Australia Post or the Courier we cannot guarantee delivery days & times.
TRACKING NUMBERS & DELIVERY QUERIES
Once your order has been dispatched we will provide you with a tracking number which we send to you in an email with the name of the delivery contractor your order has been sent with. If you do not receive any emails from us, please check your junk/spam folder and if you still have not receive correspondence from us then please email us immediately so we can ensure your details are correct in our system and forward the emails on to you.
In the unlikely event your order has not arrived within the above guidelines then please contact us immediately by email with your order number and we will follow up with the courier or Australia Post to see where your order is hiding!
DAMAGED OR MISSING ITEMS
Any claims for damage or loss must be made within 24 business hours from the delivery of the parcel.
WHAT IF I’M NOT HOME TO TAKE DELIVERY?
Whilst we cannot guarantee a day or time the courier or Australia Post will deliver your parcel, you can provide an “ATL” (Authority to Leave) the goods in a safe & nominated location on your premises if you think you will not be home at the time of delivery. Whilst many of customers utilise this option, we do not recommend the ATL if you’re going to be out for a lengthy period of time or if your parcel can be damage from the weather or seen from the street. Once you provide an ATL you take full responsibility for those goods and a claim for lost, damaged or stolen goods will not be accepted.
You can also choose to have your order delivered to your workplace or an alternate address where someone is available to take delivery if your parcel. One of the reasons we choose Couriers Please & TNT for the bulk of our deliveries is they will not drop ship unless authority to do so has been provided. If you are not home when the contractor attempts to deliver your parcel, then a calling card will be left either in your letterbox, under your front door mat or tucked into your front door. On this calling card, details of how to request a free re-delivery by Couriers Please is provided on the card.
If your order has been sent by Australia Post, a calling card will be left in your letterbox, under your front door mat or tucked into your front door for you to collect your parcel from your nearest Australia Post outlet.
If a calling card has been left on your premises this will be noted on the tracking information for both Couriers Please & Australia Post. If you cannot locate your calling card, please contact us for further information on how to contact the correct contractor.
If a parcel is returned to us due to an error in address supplied by yourself, Sweet Atelier reserves the right to pass on the additional charges incurred with our freight provider to the customer. For the order to be resent, the full freight cost of the freight (without the flat rate subsidy) is required to be paid. A return to sender fee is also applicable as Australia Post pass on this cost to us for all returned parcels. The current return to sender fee is as follows;
eParcel Regular Post - $11.50
eParcel Express Post - $25.00
If you have been instructed to return a parcel to Sweet Atelier, do not mark the parcel "Return to Sender" unless you have been instructed to do so. Parcels marked "Return to Sender or RTS" will have the Return to Sender fee deducted from the refund or credit.
If you choose to receive a refund for your order, the full cost of freight and the return to sender fee (if applicable) will be deducted from the applicable refund.
OUR DELIVERY CONTRACTORS
Couriers Please, TNT, Australia Post, Express Post
Currently not available
The return postage is the responsibility of the customer and the postage costs are not reimbursed, only the product itself. If you would like to return your item/s please email firstname.lastname@example.org with the reason for return and wait for further instructions on how to return your item to us. A store credit or refund will be issued, this will be determined during the returns process by Sweet Atelier.
Due to health regulations, and in the best interests of our customers, we are unable to accept change of mind returns of any food based products regardless of whether they are opened or not. This is unless your product has a manufacturers defect. If your item is faulty we will happily replace, refund or offer a store credit to the same value.
The original postage amount will be deducted from the refund or store credit. If the order received subsidised freight, the difference in cost may be collected from the refund. You will be advised if this is to occur.
All refunds will be returned via the method of payment. If you have paid by Direct Deposit we will require your bank account details to complete the refund. Processing times will take 5 business days.
DO YOU ACCEPT RETURNS?
Sweet Atelier will accept returns if the goods purchased are faulty or if you find that the product isn't suitable for what you intended it for. If your item is faulty we will happily replace, refund or offer a store credit to the same value. Due to health regulations we are unable to accept change of mind returns of food-based products. For more information read our returns policy.