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Shipping and Delivery Policy

Fremantle Chocolate Pty Ltd
Last updated: 8 September 2026

At Fremantle Chocolate, we handcraft our products in our Bibra Lake factory and carefully pack them to help ensure they reach you in the best possible condition.

This Shipping & Delivery Policy applies to orders placed directly through the Fremantle Chocolate website.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).

Where We Deliver

Fremantle Chocolate currently delivers orders only within Australia.

We do not currently offer international delivery through our online store.

Delivery availability, options, and charges may vary by delivery address, order size, and products purchased. We will display any applicable delivery charges during checkout before you complete payment.

Processing & Dispatch

As many of our products are handmade, we aim to prepare and dispatch orders as quickly as possible while maintaining product quality.

For standard online orders:

• Orders placed before 10:00 am Monday to Thursday will generally be dispatched the same business day where stock and production allow;
• Orders placed after 10:00 am may be dispatched on the following business day; and
• Orders placed on Friday, Saturday or Sunday will generally be processed from the following Monday.

Public holidays, seasonal periods, large orders, personalised products and unusually high order volumes may affect these timeframes.

Dispatch times are estimates, not guaranteed delivery dates, unless we have expressly agreed otherwise with you.

Handmade & Made-to-Order Products

Many Fremantle Chocolate products are handmade in small batches.

During particularly busy periods, including Christmas, Easter, Valentine’s Day, Mother’s Day, and other seasonal events, we may need additional production time.

Corporate, wedding, personalised, customised and large-volume orders may also require additional production time.

Where a specific date is important, we recommend placing your order as early as possible and contacting us before ordering if you require delivery by a particular date.

Estimated Delivery Times

Delivery times will depend on your location and the delivery service available for your order.

As a general guide, many Australian orders arrive within approximately 1–5 business days after dispatch.

This timeframe is an estimate only and may vary due to the following:

• your delivery location;
• weekends or public holidays;
• seasonal demand;
• carrier delays;
• weather conditions;
• natural disasters or other events outside reasonable control; or
• circumstances affecting transport or delivery networks.

If we have specifically agreed to deliver an order by a particular date, we will take reasonable steps to meet that commitment.

Tracking

Where tracking is available, we will email you tracking information at the address you provided once we have dispatched the parcel.

Please ensure that your email address and delivery details are correct when placing your order.

Correct Delivery Details

Customers are responsible for providing complete and accurate delivery information when placing an order.

Please carefully check:

• recipient name;
• street address;
• unit or business number;
• suburb;
• state;
• postcode; and
• contact details.

If you notice an error after placing your order, please contact us as soon as possible.

If we haven’t dispatched the order yet, we will make reasonable efforts to update the address.

Once we dispatch an order, we may not be able to redirect it.

If the customer supplies an incorrect or incomplete address, we may return the parcel or require redelivery, and reasonable additional delivery charges may apply.

Authority to Leave & Safe Delivery

If a delivery service offers authority-to-leave or safe-drop options, please carefully consider where your parcel may be left.

Chocolate is sensitive to heat, so we strongly recommend choosing a secure, shaded location away from direct sunlight.

If you provide specific authority-to-leave instructions, the carrier may leave the parcel according to those instructions.

Any reported loss, damage or deterioration will be assessed in light of the delivery circumstances and your rights under the Australian Consumer Law.

Chocolate & Warm Weather

Chocolate is temperature sensitive.

During warmer weather, we may use protective packaging, including ice packs where appropriate, to help protect chocolate during transportation.

We may also adjust dispatch arrangements during periods of extreme heat where reasonably necessary to protect product quality.

Where practical, we recommend:

• providing a delivery address where someone will be available to receive the parcel;
• using a business address where appropriate;
• avoiding locations where parcels may be left in direct sunlight; and
• collecting the parcel promptly after delivery.

Once received, store chocolate in a cool, dry location, ideally below 18°C, away from direct sunlight, humidity, and strong odours.

Extreme Weather

If extreme heat or other weather conditions make dispatch likely to significantly affect the condition of your order, we may reasonably delay dispatch until conditions improve.

Where such conditions occur, we will endeavour to minimise any delay.

If a significant delay affects your agreed delivery date, please contact us so we can discuss the available options.

Missing or Delayed Parcels

If your parcel has not arrived within the expected delivery timeframe, please contact us.

We will investigate the delivery with the relevant carrier where appropriate.

Where Fremantle Chocolate has arranged delivery, we will not require you to resolve a missing-parcel dispute directly with the courier before contacting us.

If an order cannot ultimately be delivered within the timeframe required by the Australian Consumer Law, you may be entitled to a refund or other remedy.

Damaged or Melted Products

If your order arrives damaged, melted or otherwise in an unacceptable condition, please contact us as soon as reasonably possible.

To help us resolve the issue quickly, we recommend that you notify us within five (5) business days of receiving your order.

This five-business-day timeframe is a requested notification period only and does not limit any rights you may have under the Australian Consumer Law.

Please provide, where possible:

• your order number;
• your name and contact details;
• photographs of the affected product;
• photographs of the packaging; and
• a brief description of the issue.

Please keep the product and packaging until we respond, as we may need additional information while investigating.

Where the product does not meet the consumer guarantees under the Australian Consumer Law, we will provide an appropriate remedy.

Incorrect or Missing Items

If we have supplied an incorrect product or an item is missing from your order, please contact us as soon as possible.

We recommend notifying us within five (5) business days so we can investigate and resolve the matter quickly.

Depending on the circumstances, we may arrange a replacement, supply the missing item, provide a refund or offer another appropriate remedy.

Delivery to Businesses, Hotels & Other Locations

Where an order is delivered to a hotel, workplace, reception desk, mailroom, hospital or other location where another person accepts deliveries on behalf of the recipient, delivery may be considered complete when the parcel has been accepted at the nominated delivery address.

Please include the recipient’s full name, room number, department, or other relevant delivery information where necessary.

This does not affect your rights if someone damages the goods, they are faulty, or they otherwise fail to meet applicable consumer guarantees.

Seasonal & Time-Sensitive Gifts

We will take reasonable care when preparing orders for occasions such as Christmas, Easter, Valentine’s Day, Mother’s Day, birthdays and other special events.

However, unless we have expressly agreed to a guaranteed delivery date, estimated arrival dates are not guarantees.

We recommend ordering early during peak periods.

If delivery by a particular date is essential, please contact us before placing your order.

Click & Collect

Where Click & Collect is offered, we will advise customers when their order is ready for collection.

Please do not attend to collect an order until you have received confirmation that it is ready.

Orders may be collected from:

Fremantle Chocolate Pty Ltd
Unit 20, 8 Sustainable Avenue
Bibra Lake, WA 6163
Australia

Please bring your order confirmation or other reasonable proof of purchase when collecting your order.

Refunds & Returns

We handle refunds, replacements, and returns under our Refunds & Returns Policy and the Australian Consumer Law.

Please refer to our Refunds & Returns Policy for further information.

Contact Us

If you have questions about your delivery or an existing order, please contact:

Fremantle Chocolate Pty Ltd
Unit 20, 8 Sustainable Avenue
Bibra Lake, WA 6163
Australia

Phone: (08) 9418 1666
Email: [email protected]

When contacting us about an order, please provide your order number wherever possible.