Terms and conditions

New Zealand Shipping Policy

Free shipping over $90.00 is only available to New Zealand customers only. Unfortunately the rates for Australian shipping are to expensive to offer free shipping at this time.


To protect your purchases en route, we ship them in cardboard boxes. "This way up" and "Fragile" stickers ensure that our courier team knows how to handle products safely. 

Our timeframe to process and pack NZ online orders is currently 4-5 working days. Then once your order is sent it’s generally with you overnight or two working days. Our timeframe to pack and send Australian orders is the same however the transit time is 4-10 working days.

Rural deliveries may take an extra day. We regret that we cannot deliver to post office boxes or apartment buildings due to restricted access. If you have specific instructions, or would like your parcel to include a signature, please let our team know in the special instructions box when placing your order at checkout.

For items not received within the expected time, please check the tracking number provided in your confirmation email. Feel free to contact our team immediately if you experience an unexpected delay, and we will follow up with our courier service immediately.

Please understand as we are a small business with a small team, during peak periods such as Easter, Halloween, Christmas and January holidays our delivery timeframe could be a bit longer. We appreciate everyones patience.

 

Our email address is sweetporiumteam@outlook.com

 

New Zealand Return and refund policy

While we strive to ensure 100% customer satisfaction, we regretfully cannot accept returned food products. If you have specific requests that you would like to run by our team, please contact us prior to placing the order.

We take full responsibility for any mistakes we make with your order. Please contact us within five business days of receiving your parcel regarding any issues you might have.

A partial refund will be processed for the following circumstances:

- If your parcel is missing items you ordered, we will refund you the value of those products. 

- Your parcel contains items that our team have packed incorrectly.

A full refund or replacement will be processed for the following circumstances:

- Your parcel has been damaged during transit by the delivery company. (Please be advised we will require a photo of how the parcel was received, this helps us with our initial investigation with the courier companies.

- Your parcel has not arrived due to an error or mistake we made. 

- The wrong gift box was received.

- Sweetporium will issue a refund straight away if a lolly is out of stock at the time we pack your order. If it is a big amount of lollies we have to refund due to supplier issues then we will contact you directly to come up with a solution, however if it’s a small amount under $5.00 then we will issue a refund without contacting you. You will get a notification that a refund is being processed.

 

A refund will not be processed if:


- A refund will not be processed if the courier team can provide proof of delivery and a photo. It is the customer’s responsibility to make sure they add special delivery instructions if they would like it put in a secure or specific place. If you feel like the front of your home etc is open and exposed for your parcels we would expect our customers to add delivery instructions.

- A refund will not be processed if the customer has put through a urgent order and due to circumstances out of Sweetporiums control does not make it to the customer on time. For example Mother Nature, courier delays. Courier teams been short staffed and unable to pick up parcels. We always help with urgent orders but if circumstances like the above happen we are unable to refund the order as your order will already be packed and ready to go and your courier label has already been paid for.

 

Our email address is sweetporiumteam@outlook.com

 

Packaging of lollies in our pick n mixes

All lollies in our pick n mix range will be mixed together unless a special request or instructions are left by the customer. As a general rule of ours, we do pack Chocolate, gummies, sugar coated lollies and hard boiled sweets separately.

 

Our team are here to help, our contact details are below:

- sweetporiumteam@outlook.com

- We are also on Facebook and Instagram.