Terms and Conditions

FAQ

GIFT HAMPER INFORMATION

  • Can I create my own hamper?

We have a wide range of gifts and hampers and hope you can find what fits your needs. 

If you are looking for a unique one off gift hamper, please contact us and we will create something amazing that you will love to give and your recipient will love to receive. 

  • Do you offer hampers to suit special dietary requirements?

Yes, we do. We offer gluten free and vegan options PLUS our exclusive range of PICKLE & ZEST condiments are all gluten free and vegan, with no additives and preservatives. 

Where food items are included, we have made a note in the description.

  • What packaging options do you have?

Our standard hampers come in white or black matte premium magnetic closure boxes, that can become a keepsake box, or used by the recipient to re-use in their own future gifting.

We have a range of unique boxes and containers that we use for different hampers, including linen look open crates, timber crates, hurricane lanterns and coiled rope baskets.

Our Little Star Foundation boxes are presented in recyclable kraft boxes with logo branding on them.

All inside packing is shredded or perforated paper and can be recycled.

  • I have chocolate in my order. Is there anything I need to know?

We don't offer refrigerated transport. If you live an area of excessive heat, we cannot guarantee that chocolate will arrive in tact, though we will do our best. We will look at delivery times and lengths, and send accordingly so that the transit time is minimal.

If there is a heat wave and we have concerns about the in-tact arrival of your order, we may contact you to discuss alternatives or swap a chocolate product for another of equally delicious taste and value.

ORDERS

  • What is order processing time?

Place your order online or direct with us via email, and we will get to it as soon as possible. Order processing time is 1-2 days.

If there are any delays in processing due to supplier delays, we will contact you to advise you of time frames, or if necessary, look at alternatives for contents.

If we have to replace and item in a hamper due to supplier unavailability, we will do so with an item of equal or greater value.

  • Can I add a gift card?

Yes. We can add a handwritten card to gift hampers as complimentary.

  • Can I order if I am located overseas?

Yes. Just remember to have your gift recipients' address located in Australia. Your billing address can be in Australia or International.

Add your email for tracking purposes, and the gift recipients local Australian phone number for the delivery process.

PAYMENT

  • What payment types can I choose from?

Via our website we offer Paypal, Mastercard, Visa, Shop Pay.

Paypal: you can select during the checkout process. You will need to sign into your account or checkout as a guest. No additional charges apply.

Mastercard and Visa: you can select during the checkout out process. No additional charges apply.

Shop Pay: You can select during the checkout process. You will need to sign into your account for this option to apply. No additional charges apply.

Direct Deposit: We can create and send you an invoice for payment via direct deposit. Your order will be created for dispatch once payment has cleared.

  • Is your site secure and are my payment details safe?

Yes. Our website is secure and all payment detail are safe. No credit cards details are stored on our website.

All orders placed on our website are processed through Shopify.

Shopify are PCI DSS (payment card industry date security standard) compliant. The PDI DSS is an information security standard for organisations that handle credit card and debit card information. 

Shopify meets all 6 categories of the PCI standards which are:

  1. Maintain a secure network
  2. Maintain an information security policy
  3.   
  4.   
  5.  
DELIVERY AND TRACKING
  • How much is shipping?

Flat rate shiping for standard orders is $15.00. This includes when multiple gifts are delivered to the same address. Remote and regional deliveries may attract a surcharge. Please contact us on 0418 782619 or via email on pickleandzest@gmail.com for details.

Local deliveries in the northern Gold Coast to the suburbs of Yatala, Beenleigh, Ormeau, Oxenford, Coomera, Eagleby, Windaroo, Mt Warren Park, are included in a number of suburbs that FREE local delivery are offered to. To see if your recipients' suburb is eligible, please contact us on 0418 782619. Local delivery gifts need to be organised via email with an invoice sent for payment via direct deposit.

Express delivery shipping for items up to 5kg is $25. Additional weight may attract additional charges.

  • What are your order processing times?

 From when we receive your order, please allow 1-3 days for processing. We will endevour to get your order processed as soon as possible and will advise you of any delays.

  • How long will regular delivery take?

Regular Delivery - approximate delivery times

    • Brisbane/Gold Coast 1-3 business days
    • Sydney/Canberra/Melbourne 2-4 business days
    • Adelaide/Hobart/ Launcestion 4-5 business days
    • North QLD 4-5 business days
    • Darwin/Rural areas 4-5 business days
    • Regional areas 3-5 business days

Express Delivery

    • Takes approximately 1-2 days for CBD locations and 2-4 for regional locations. We cannot guantee overnight delivery. This can also be affected during busy times (such as the lead up to Christmas), or seasons with public holidays. 
  • Do you ship internationally?
Unfortunately, no, not at this stage.
  • Can I deliver to a hotel?

Yes. If we have all the details including the name of, address and contact details for the hotel. We will need to pre call the hotel to ensure we have delivery organised correctly. Contact us via phone on 0418 782619 to discuss options and details.

This is also a great option if you are travelling and would like to organise ahead of time for a hamper to delivered to your hotel. Fancy some wine, condiments and delivious goodies waiting for you to arrive? Yes, you can!

  • Can I select my delivery date and time?

We can do our best to have delivery arrive within a day or two of your request. We cannot ensure it arrives on a particular date. The best option is to have a deliver after date, that way we can time our courier to deliver after a particular date. Please contact us on pickleandzest@gmail.com to advise us if you have specific delivery guidelines.

  • Do you deliver on weekends or after business hours?

All deliveries are on weekdays during business hours.

There may be additional deliveries during the few weeks prior to Christmas when couriers add extra delivery runs into their schedule.

We can only deliver to PO boxes and Parcel lockers if the express option is selceted during checkout. These services attract an additional charge to us from the courier and we will need to pass this on.

  • What if no-one is available to receive their gift?

Our courier has preselected  'authority to leave in a safe place' . This means that the courier can leave the gift at the address specified.

If there is no-one home or the courier deems it unsafe to leave a parcel, they will do one of the following:

    • Deliver the parcel to a local collection agency within a short distance from the receiver. Usually a newsagent, depot or post office. The recipient will be advised of the pick up location, including opening hours.
    • Contact us to arrange for a redelivery  
  • My order hasn't been delivered. What can I do?

Check first the anticipated delivery times for your order. If this time has passed, please contact us and we will be happy to help.

Check the tracking information supplied to you by the courier. If you haven't received any tracking emails, contact us at pickleandzest@gmail.com.

If you have ordered through shop pay, you can also log into your shop pay account to track your purchases.

If your tracking says your order has been delivered, please check with the recipient before getting in touch with us.

  • My order has been returned to sender? What do I do next?

Occasionaly a parcel is unable to be delivered and is returned to us. The following are reasons why this can happen:

    • A calling card was left with details for pick up of the parcel, and it remains uncollected after 5 business days.
    • The recipient is not at that listed adress.
    • The address is incorrect or doesn't have the full address.
    • There was no access to a letterbox to leave a calling card.
    • The recipient refused the parcel
Once the parcel has arrived back with us, we will be in contact with your to notify you. You can then redeliver this gift to a new address, however additional charges may apply
  • I need to redirect my gift. What do I do?

Contact us as soon as possible. If your parcel is already on its way, we can see if we can have your parcel either sent to a new address or returned to sender.

If your parcel is able to be sent to a new address, additional fees will apply.

If your parcel is returned to sender and we are required to resend to a new address, additional fees will apply.

    RETURNS AND REPLACEMENTS

    • I need to return a gift hamper that I ordered. How do I do that?

    Please ensure your gift is in the same conditional as it was received.

    Parcels can be returned to the us at 31 Pagan Road, Yatala. QLD 4207.

    Please contact us on pickleandzest@gmail.com to advise that you are returning a parcel.

    Once we have your parcel, we will determine if it is eligible for returns. You can:

      • Exchange for something of equal value.
      • Refund to original payment method.
      • Have a store credit for later use.
    All returns must be received back to us within 30 days of dispatch date.
      • Something is missing from my order. What do I do?

      Please get in touch and have your order number ready. If you have only seen a photo from a gift recipient, items may be layered in their hamper and therefore not visible via photo.

      Please send us a photo of the hamper as it was received, so that we can assess.

      We will contact you to discuss what we can do for you, including:

        • Partial refund
        • Send missing item
        • Partial sotre credit
      • My gift is damaged or broken. What do I do?

      Please get in touch and have your order number ready. We will require photos of the gift hamper as it arrived.

      We will contact you to discuss what we can do for you, including:

        • Sending a replacement hamper or replace the damaged item
        • Issue a store credit
        • refund the damaged item or hamper

      In some instances we may require the item/hmper to be returned to us.

      • How long do refunds take?

      Once a refund is approved and actioned, it can take up to 5 days to appear in your account.

      Refunds will be processed through our online store to the original payment method used.