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Shipping & Delivery

Margaret River Fudge Factory
Effective date: 29 July 2026

1. About this policy

This Shipping and Delivery Policy applies to eligible orders placed through the Margaret River Fudge Factory online store.

It explains our

  • online shipping service;

  • free-shipping offer;

  • store-pickup service;

  • order preparation and dispatch process;

  • delivery responsibilities; and

  • procedures for delayed, missing or damaged orders.

This policy should be read together with our

  • Returns, Refunds and Product Quality Policy;

  • Privacy Policy; and

  • Website and Sales Terms and Conditions.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

2. Where we deliver

We deliver eligible online orders to Australian addresses serviced by our delivery provider.

Delivery availability is confirmed during checkout after the customer enters their delivery address.

We may be unable to deliver to some remote locations, restricted addresses or locations that cannot safely receive temperature-sensitive food products.

We do not deliver to international addresses unless specifically agreed with the customer in writing before the order is placed.

3. Delivery service

Online orders are sent using Australia Post Express Post, unless another delivery method is specifically stated or agreed upon.

Once an order has been dispatched, customers will generally receive tracking information using the email address or telephone number supplied with the order.

Australia Post delivery timeframes are estimates and may vary depending on:

  • the delivery address;

  • whether the destination is metropolitan, regional or remote;

  • weekends and public holidays;

  • seasonal demand;

  • severe weather;

  • transport disruptions; and

  • circumstances outside our reasonable control.

Choosing Express Post does not mean that every parcel is guaranteed to arrive on the next business day.

4. Free shipping on online orders over $60

We offer free shipping on eligible online purchases over $60.

To qualify:

  • the order must be placed and paid for through the Margaret River Fudge Factory online store;

  • the final product subtotal must be more than $60 after discounts have been applied; and

  • The delivery address must be within an area we service.

Shipping charges do not count towards the $60 qualifying amount.

For example, an online order with a product subtotal of $65 qualifies for free shipping. If a discount reduces the product subtotal to $58, the order will no longer qualify, and the applicable shipping charge will be added at checkout.

The free shipping offer does not automatically apply to the following:

  • purchases made in our physical store;

  • telephone or email orders;

  • wholesale orders;

  • corporate or custom orders requiring a separate quotation; or

  • orders covered by separately agreed delivery or freight arrangements.

We may run promotional free-shipping offers with different conditions. Any additional promotional conditions will be displayed with the relevant offer.

5. Shipping charges for orders of $60 or less

For online purchases with a final product subtotal of $60 or less, the applicable Australia Post Express Post shipping charge will be displayed during checkout.

Shipping charges may be calculated according to factors such as the following:

  • delivery destination;

  • parcel size;

  • parcel weight;

  • packaging requirements; and

  • any additional delivery services selected.

Customers will have an opportunity to review the total order price, including shipping, before completing payment.

6. Free store pickup

Customers may select free store pickup during online checkout where this option is available.

Pickup is available from:

Margaret River Fudge Factory
152 Bussell Highway, Margaret River
7 days a week, Mon - Sat 9-5 pm & Sun 10-2 pm
Telephone: 08 9758 8881

There is no minimum purchase amount for free store pickup.

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

The estimated preparation time shown during checkout is a guide only. Fresh, handmade, custom, large or seasonal orders may require additional preparation time.

7. Collecting an order

When collecting an order, customers may be asked to provide:

  • the order number;

  • the name used to place the order;

  • the order-confirmation email, or

  • reasonable identification.

If another person will collect the order, please provide us with their name before collection where possible.

Once an order has been collected, responsibility for protecting it from heat, sunlight, moisture and unsuitable storage conditions passes to the customer or their authorised representative.

8. Uncollected pickup orders

Customers should collect their order within the period stated in the ready-for-pickup notification.

If an order cannot be collected within that period, please contact us as soon as possible.

Because our products are fresh and may be perishable, seasonal, personalised or made to order, products that remain uncollected for an extended period may:

  • deteriorate;

  • pass their best-before date;

  • become unsuitable for sale; or

  • need to be disposed of.

A refund may not be available for an uncollected order where the products were correctly prepared and made available for collection as agreed, subject to the Australian Consumer Law.

9. Order preparation and dispatch

We aim to prepare and dispatch orders as promptly as reasonably possible.

Orders are not normally dispatched on weekends or public holidays.

Preparation times may be affected by:

  • product availability;

  • fresh production schedules;

  • customisation requirements;

  • seasonal demand;

  • extreme temperatures;

  • public holidays;

  • unusually large orders; or

  • circumstances outside our reasonable control.

An estimated dispatch or delivery date is not a guaranteed delivery date unless we expressly confirm a guaranteed date in writing.

Customers requiring an order for a birthday, event, wedding, holiday or other particular date should place the order as early as possible.

10. Temperature-sensitive products

Fudge and chocolate are temperature-sensitive products.

We take reasonable care when preparing and packaging orders, but chocolate and fudge may be affected by:

  • extreme heat;

  • direct sunlight;

  • humidity;

  • extended transit;

  • delivery delays; or

  • being left unattended after delivery.

During periods of extreme heat, we may reasonably do the following:

  • delay dispatch;

  • adjust the dispatch day;

  • contact the customer about delivery options;

  • use additional protective packaging; or

  • Cancel and refund an order where safe delivery is not reasonably possible.

Where possible, customers should arrange delivery to an address where someone can receive the parcel promptly.

Additional protective packaging can reduce the risk of heat damage but cannot guarantee that a product will remain unaffected where the parcel is delayed or left in unsuitable conditions after delivery.

11. Delivery addresses

Customers are responsible for providing a complete and accurate delivery address.

Before placing an order, please check:

  • the recipient’s full name;

  • street number and street name;

  • unit, suite or apartment number;

  • suburb;

  • state;

  • postcode;

  • telephone number; and

  • any relevant delivery instructions.

Please contact us immediately if an address needs to be corrected.

We may not be able to change the delivery address after an order has been packed, lodged or dispatched.

Additional shipping or redelivery charges may apply where an order is delayed, returned or misdelivered because the customer supplied an incorrect or incomplete address.

12. Authority to leave

Australia Post may leave a parcel in a safe place where permitted by its delivery procedures or where the customer has authorised this arrangement.

Customers should not request that temperature-sensitive products be left:

  • in direct sunlight;

  • near a heat source;

  • exposed to rain;

  • in an unsecured public area;

  • near animals; or

  • anywhere the parcel may remain unattended for an extended period.

Where a parcel has been correctly delivered to the nominated address or authorised safe location, we are not responsible for deterioration, theft or damage occurring after delivery unless the problem was caused by us or liability cannot lawfully be excluded.

13. Tracking an order

Where tracking is available, customers should use the tracking number supplied after dispatch to monitor their order.

Tracking information may take some time to become active after the parcel is lodged.

The customer is responsible for monitoring delivery progress and collecting the parcel promptly from a post office or collection location where delivery cannot be completed.

Please contact us if:

  • tracking has not updated for an unusual period;

  • the parcel has passed its expected delivery timeframe;

  • tracking says delivered but the parcel cannot be located; or

  • The parcel appears to be returning to sender.

14. Delivery delays

Occasional delivery delays may occur after an order has been dispatched.

Where an order is delayed, we may:

  • review the tracking information;

  • ask the customer to allow a reasonable additional delivery period;

  • lodge an enquiry with Australia Post;

  • request additional information from the customer; or

  • Offer another appropriate resolution after the delivery investigation is completed.

We are not responsible for delays outside our reasonable control, but we will take reasonable steps to assist the customer and provide an appropriate solution where required by law.

15. Missing orders

If an order has not arrived within the expected delivery period, please contact us and provide the following:

  • your name;

  • order number;

  • delivery address; and

  • tracking number, where available.

We may need to complete an investigation with Australia Post before confirming whether a parcel is lost.

Customers must not submit duplicate refund, payment dispute or replacement claims while a delivery investigation is still being reasonably conducted.

If the parcel is confirmed as lost before successful delivery, we will provide an appropriate resolution, which may include:

  • replacing the affected products;

  • resending the order;

  • refunding the affected products and applicable shipping charge; or

  • Another resolution agreed with the customer.

16. Orders marked as delivered

If tracking shows that a parcel has been delivered but it cannot be located, customers should first do the following:

  • check the letterbox and surrounding property;

  • check any nominated safe location;

  • ask other members of the household or workplace;

  • check with reception, neighbours or building management where appropriate; and

  • Review any delivery notification from Australia Post.

If the parcel still cannot be found, please contact us promptly so that the delivery can be investigated.

17. Damaged, melted or incorrect orders

Customers should inspect their products as soon as reasonably possible after delivery.

Please contact us promptly if an order is:

  • arrives damaged;

  • appears to have been affected by heat before delivery;

  • contains an incorrect product;

  • is missing a product;

  • is unsafe or spoiled; or

  • otherwise fails to meet an applicable consumer guarantee.

Where possible, please provide photographs showing:

  • the external parcel;

  • the shipping label;

  • the internal packaging;

  • the affected products;

  • any visible damage; and

  • the batch or best-before information.

Claims will be assessed under our Returns, Refunds and Product Quality Policy.

Customers should not return or dispose of affected food products until instructed to do so.

18. Returned parcels

A parcel may be returned to us because:

  • the address was incorrect or incomplete;

  • delivery was refused;

  • the recipient was unavailable;

  • the parcel was not collected;

  • access to the property was unavailable; or

  • Australia Post could not safely complete delivery.

If a parcel is returned to us, we will contact the customer to discuss the available options.

Because the products are fresh and perishable, we may need to determine whether they remain suitable to resend.

Where the return was caused by incorrect customer information or failure to collect the parcel, the customer may be required to pay the following:

  • a new shipping charge;

  • reasonable return-to-sender charges; and

  • the cost of replacing products that are no longer suitable for sale.

These charges will not apply where the return was caused by an error by Margaret River Fudge Factory or where charging them would be inconsistent with applicable law.

19. Wholesale and specially quoted orders

The online free-shipping offer does not automatically apply to wholesale, corporate, event, custom or specially quoted orders.

Shipping, freight, delivery and pickup arrangements for these orders will be stated in the relevant

  • quotation;

  • order confirmation;

  • wholesale price list;

  • invoice;

  • credit terms; or

  • written supply agreement.

20. Changes to this policy

We may update this Shipping and Delivery Policy from time to time.

The current version will be published on our website with its effective date.

Changes will apply to future orders and will not retrospectively remove rights that have already arisen.

21. Contact us

For questions about shipping, delivery or store pickup, please contact:

Margaret River Fudge Factory
Legal business name: [Insert legal entity name]
ABN: [Insert ABN]
Address: [Insert business address]
Telephone: [Insert telephone number]
Email: [Insert customer service email]
Website: [Insert website address]

Please include your order number when contacting us about an existing order.

Free Shipping on Orders $60 or Over
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