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 ( 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. If you are returning any product in exchange for another, we will send any exchanged product upon the receipt of the defective or incorrect product originally sent. Please note: refunds will only be issued once we have received the returned stock and refund will not include postage and handling fee paid (I.e refund of product total only).

All pictures shown in product listings are for illustration purposes. Photos are provided for consumer reference only. Actual product may vary due to product enhancement, variation or style design.

Change of Mind

Please take care when placing an order on our website or in-store, as no refunds or order cancellations will be processed where a customer:

  • changes their mind about their purchase
  • changes their mind about shipping costs
  • found purchased items cheaper elsewhere
  • didn’t like their purchase
  • had no use for their purchase 
  • no longer requires their purchase


Subject to any rights or remedies you may have under the Australian Consumer Law:

  1. We may cancel an order after it has been accepted where we are reasonably required to do so in response to a supply shortage;
  2. You may not cancel an order after it has been accepted without our consent, which consent will only be granted in extremely limited circumstances at our discretion; and
  3. We will not under any circumstances consent to an order cancellation or provide any refund or exchange in respect of goods that are clearance products, exclusive special products, or goods that have been customised to your preferences or are otherwise non-standard stock products.

If we consent to the cancellation of your order, we will provide you with a Store Credit less a 20% restocking fee to cover our administrative costs and expenses in handling and cancelling the order.

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, Imported Crisps/Chips, biscuits 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 the above mentioned products, 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 ( 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 offer a thermal protection cool pack as part of our Express Shipping delivery method if selected at checkout. However in some cases these measures cannot guarantee the prevention of melting/heat damage of certain products. Refunds on this basis (heat damage) will not be available. At checkout it is the customer's responsibility to select the most suitable shipping/delivery method available given climatic conditions. The Original Lolly Store takes no responsibility for damage of products if inappropriate shipping method is selected. 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.