Shipping policy

SHIPPING ORDERS EVERYDAY TO AUSTRALIA AND NEW ZEALAND

WHO DELIVERS THE PARCELS?

We use a range of freight companies for our deliveries. These include Australia Post, Couriers Please, FedEX, Jet Couriers 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, Jet Couriers 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 Little Village Creators and the freight company. 

All express post services are provided by Australia Post. At times we may substitute this for a courier if we feel that they will provide a better service.

DELIVERY RATES

We have tried to keep the cost of freight down as much as possible, however with the increases of freight across the board recently, we have been forced to pass on the full cost of shipping.  

A shipping calculator is available in checkout for you to determine the best cost of shipping. 

SHIPPING FOR EDIBLE IMAGES

A4 Sheets (including cupcake and circle toppers on A4 sheets):

Due to the unreliability of Australia Post Letter Service, we only ship A4 sheets and below via Express Post. This is a faster and more reliable service.

A3 Sheets:

Express shipping and stand shipping available. Cost will change depending on location in Australia.

If you order edible images with other items then your image/s will be packed with the rest of your order and you will pay the flat rate shipping fee.

ORDER COLLECTION

We do not currently offer a collection service.

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.

TRACKING NUMBER AND 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 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.

RETURNED PARCELS

If a parcel is returned to us due to an error in address supplied by yourself or if a parcel is uncollected from the collection point, Lollipop Cake Supplies 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 Lollipop Cake Supplies, 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. 

If an international parcel is returned to us due to being refused by the customer or customs, the cost of freight and any return freight will be deducted from the refund.