FAQs

Delivery & Postage/Shipping

Do I qualify for free delivery?

We offer free delivery for:

Orders $50 and over which have a delivery address 0-30km from Melbourne’s CBD.

Orders $100 and over which have a delivery address 30-50km from Melbourne’s CBD

These options will become available at checkout

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How much is postage?

Australia Post Calculated Postage/Shipping (0-500g): $8.95 + Packaging & Handling Fee*

Australia Post Calculated Postage/Shipping (500g-1kg): $12.20 + Packaging & Handling Fee*

Australia Post Calculated Postage/Shipping (1kg-3kg): $15.35 + Packaging & Handling Fee*

Australia Post Calculated Postage/Shipping (3-5kg): $18.50 + Packaging & Handling Fee*

Australia Post Calculated Postage/Shipping (5kg-22kg): $18.99 + Packaging & Handling Fee*

These options will become available at checkout

*Packaging & Handling Fee is calculated as a small percentage based on the total weight of your order.

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Can I send a parcel overseas?

Unfortunately we are currently unable to offer this service through our platform. Please contact info@originallollystore.com.au for specific inquiries.

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How long will my order take to be processed?

Usually 3-5 business days depending on stock and availability. If there is an issue with your order, one of our sweet team members will contact you via phone call, SMS or email!

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How long will my order take to be delivered if I have selected the 'Free Delivery' option?

Expect your order to be delivered between 1-10 days of receiving order confirmation, variance in delivery times is based on courier scheduled routes and availability. 

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Can I track my order?

Yes, once the order has been posted we will provide you with a tracking number for your order.

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Can I order online and pick up in store?
Yes! Once you have placed your order our team will contact you to confirm pick-up location, date and time. 

Returns/Refund Policy

Product Issues

Returns or refunds will only be accepted if the product and package is unopened due to health and safety regulations. Return freight will be at your cost so we recommend selecting carefully. In the case that there is an issue with a product in your order, please contact us (info@originallollystore.com.au) within 7 days from receipt of goods. Once 7 days have elapsed since receipt of goods, then we are no longer obligated to offer any refunds or additional support. If a product seems to be unfit for consumption, please send us photos and a detailed description as well as the best before (BB) date of the product. We will investigate these on an individual case basis.

Best Before Dates

Please note that a best before date is not the same as a use by/expiry date. A best before date is not an expiry date and is merely an indication of when the manufacturer thinks their product will no longer be of peak quality. Products sold and advertised as ‘PAST BB’ are non-refundable items. Hostess products and diet soft drinks inherently come with a short best before date, however given the nature of these products they are still suitable for consumption. Please note that by ordering Hostess products and diet soft drinks, you agree that The Original Lolly Store will not issue refunds for any of these two classes of items that are received past their best before date.

In-Transit Damage

We take great care in preventing damage in transit. If the product was damaged in transit please contact us (info@originallollystore.com.au) within 7 days from receipt of goods. Once 7 days have elapsed since receipt of goods, then we are no longer obligated to offer any refunds or additional support. Please be aware that during the warmer months some melting of chocolates can occasionally occur. We do use a frozen pack and bubblewrap in the packaging of products, however in some cases these measures are not enough to prevent the product from melting. Due to the nature of the product and the fact that chocolate is still edible if partially melted, refunds on this basis will not be available. In transit damage is rare, nonetheless, if you have any concerns then please feel free to contact us before consuming or opening products so that we can evaluate and assess any problems/concerns.

**Clearance** and Sale Items

Products that are listed as SALE items or listed in our **CLEARANCE** section which have been reduced in price to clear are non-refundable and non-returnable items.

Shipping In Hot Weather Policy

Hot Weather Shipping Policy and Information

What you should know:

  • Orders that qualify for free delivery will be delivered via our courier in a climate controlled cabin to minimise the chance of heat damage.
  • STANDARD Postage/Shipping (1-10 Business Days after receiving tracking information) does NOT include a cold pack or heat resistant packaging. We do not recommend this option if your order includes heat sensitive products such as chocolates (especially UK chocolate which can melt at temperatures as low as 26 degrees Celsius)
  • EXPRESS Postage/Shipping (1-3 Business Days after receiving tracking information) includes a cold pack and heat resistant packaging to minimise the chance of heat damage. We recommend this delivery method if your order includes heat sensitive products such as chocolates (especially UK chocolate which can melt at temperatures as low as 26 degrees Celsius).

Unfortunately refunds/replacements will not be granted due to melted/heat damaged items, so please consider all of this prior to purchasing. 

What you can do to avoid melting:

  • Select Express shipping.
  • Take note of the estimated shipping days (stated above). Keep in mind we are located in Melbourne, Victoria. We, the TOLS team, will take it upon ourselves be mindful of the weather in Melbourne and preferentially not post on days when Melbourne is experiencing extremely hot weather conditions.
  • Check the temperature in your area so that you may select the most appropriate delivery/shipping method
  • Orders placed on Fridays that require postage will not be posted until the following Monday, so as to avoid parcels sitting in an Australia Post depot over the weekend where they may be exposed to prolonged heat.


Social Media

Where can I find out about specials and promotions?

Follow us on:

Facebook - The Original Lolly Store

Instagram - @theoriginallollystoreig

Twitter - The Original Lolly Store @OriginalLolly

 

Corporate/Custom Orders

For information regarding corporate or custom orders, please contact us at info@originallollystore.com.au