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Free express delivery for orders over $120*
Free express delivery for orders over $120*
We are unable to accept any return and/or changes once an order has been picked up or delivered from the store. All orders are final and non-refundable unless cancelled within accepted period.
Perishable goods such as food cannot be returned.
Orders can be cancelled prior to 48 hours prior to the scheduled delivery date. Orders that are already prepared, dispatched or in transit cannot be cancelled or refunded.
Cancellation of order incurs a $20.00 administrative fee. Money will be refunded less this fee. If cancellation notice is received at less than 48 hour notice - cancellation is void. A cancellation notice must be placed in email to hello@goldelucks.com.au
Orders cannot be cancelled on the day of delivery. In the event that the customer needs the box cancelled or re-delivered on the day of the delivery, the customer will be charged the same price for an additional box to be sent out.
We do not offer cash refunds under any circumstances. Store credit may be issued.
Changes
Any changes to your order must be sent by email to hello@goldelucks.com.au at least 24 hours before the delivery date.
On the day of delivery, we are not able to accomodate change requests such as substituting items & changing gift notes.
We are not always able to accomodate to order change requests once the order has been placed and any changes is up to our discretion.
Additional non-returnable items:
Gift cards
Late or missing refunds (if applicable)
We will issue a store-credit refund for missing items in the box if we have not substitute them for a product that is of similar value or greater.
If you booked your delivery for our morning time slot, and it arrives after the timeframe advertised, we will issue you store credit for the value of delivery. We do not issue cash refunds for late deliveries.
Incorrect Order
In the rare event where we have sent out the wrong order e.g. completely different order, we will either offer a free re-delivery or store-credit.
Please note that we sometimes substitute products such as chocolate bars or Nutella jars if they are not readily available with something of equal or greater value - this is so that there is no delay in delivering your order.
As we bake and pack our orders on the day of delivery, we are not able to contact customers as we pack your orders as early as 3AM on the day of delivery. Therefore, if a substitution has been made, we are not able to offer store-credit or refund for the items not included.
Damaged Goods
In the rare event that your order is delivered to you damaged, we will offer you a free re-delivery or store-credit to use next time.
Please note that we check all our boxes for presentation before they leave us and all our delivery partners are trained to deliver our baked goods but accidents can happen but we've got your back with a free re-delivery or store-credit.
If you received melted products on arrival, we will request a photo of what was received and a re-delivery or store-credit will apply. We are unable to offer a re-delivery if the product was left at your door because your recipient was not able to collect it.
Stolen Package & Ant Infestation
Once a delivery has been dropped off at the requested address, we are unable to take responsibility for stolen packages or ant infestation under any circumstances. We recommend someone is there to accept the delivery otherwise our couriers are instructed to leave the package at the door.
Proof of Delivery
We will request a photo of what was received in order to further look into your request. Unfortunately, if a photo is not able to be provided, we may not be able to process any refund or re-deliveries.
Missed Deliveries
Melbourne Orders: As we send perishable goods, we strongly advise someone is there to collect it. If no one is home and it is safe to do so, we will leave it somewhere safe. If this is not possible, our courier will attempt to give the number on the order a call to get further instructions. If we are unable to reach you, a re-delivery and/or re-make fee may apply.
Rest of Australia: Similar to above, we strongly advise someone is there to collect it. If no one is home and it is safe to do so, we will leave it somewhere safe. If this is not possible, our courier will take it to the nearest collection point and you will notified by email or a card in the mailbox.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.