If you need assistance, please find below a list of frequently asked questions and answers. We strive to give you the best buying experience possible. Click a question below to view the answer. If our list does not cover your concern, please contact us any time to discuss any clarifications or concerns.
1. HOW CAN I CHANGE SOMETHING IN MY ORDER?
If you need to change something in your order, please contact us immediately. Orders are usually processed within 48 hours, unless it is a custom order that might require longer to complete, and once we have processed your order, we will be unable to make any changes.
2. HOW CAN I PAY FOR MY ORDER?
We accept bank transfer payments, Visa, MasterCard, and American Express credit card payments as well as debit cards for your convenience.
3. CAN I RETURN AN ITEM?
Please choose wisely as returns are not accepted for incorrectly ordered items. Feel free to phone and have a chat before placing an order. We are always happy to discuss which product will best suit your needs. If you have ordered incorrectly, gift it to someone special and be sure to contact us to allow us to arrange a new order to dispatch the desired product!
We always add at least the basic level of insurance to your delivery and will consult with you upon ordering to inquire if further safeguards are required, such as a signature on receipt etc. If your order arrives damaged in any way, other than heat damage(discussed further down), please contact us immediately. We will require imagery and the returned products to seek a refund claim with the delivery company and to process a refund or replacement. Note please that damaged order items may not be tampered with or consumed without consulting with us. Each delivery issue is unique so please be patient while we review the problem and work towards a solution.
4. HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?
Delivery times will depend on your location and the method of delivery arranged for your order. We will always consult with you about the suggested method and are happy to consult with you regarding your preferred method.
Please let us know upon ordering if the order is required for a special gift or event for a specific date.
5. SHOULD I STORE MY GERALDTON HILL PRODUCTS IN THE FRIDGE?
Chocolate is kindly forgiving, but will not withstand humidity well or greatly fluctuating temperatures such as being stored in a normal refrigerator then moved to a warm environment. This generates condensation creating a faulty appearance. Whilst this affect does not change the taste it certainly compromises the beauty of the product. To maintain the optimum product shelf life of 5 months, it is recommended that Geraldton Hill products be stored in a cool dry spot away from direct sun light as close to 16-18 degrees as possible. Geraldton Hill is always available to discuss customer questions or concerns, so please do not hesitate to contact us.
6. WHAT CAN I EXPECT REGARDING THE HARDNESS OF GERALDTON HILL TOFFEES?
We manufacture our toffee aiming for a crunchy start that changes once it meets the warmth of your mouth into a soft and chewy experience to the finish . If you are concerned for the welfare of your teeth but still wish to enjoy our toffee we suggest breaking off pieces and sucking on them. Then you get to enjoy the flavour for longer! Enjoy at your own discretion.
7. How much will shipping and handling cost?
We choose a delivery method based on the size of your order and the order delivery location. We will make every endeavour to ship as economically as possible. During the warmer months or if shipping is to a warmer climate, we will take extra measures to add additional cooler blocks and insulation which will be reflected in shipping costs. ORDERS OVER $150.00 SHIP FREE!
8. DOES GERALDTON HILL OFFER DELIVERY TO INTERNATIONAL DESTINATIONS?
Currently we only delivery within Australia. We are working on being able to share the chocolate love overseas but currently the costs involved are extreme.
9. WARM WEATHER POLICY
Upon ordering, we will discuss with you the risks of shipping to destinations with warm/hot temperatures. While we take great care in adding insulation and cooling to the packaging we cannot accept responsibility or offer any guarantees as we cannot control temperature conditions during delivery or delays in deliveries.
10. REPACKAGING AND RESELLING
Geraldton Hill takes great pride in selecting the finest packaging. We take great care in labelling our products to the required standards. As a result, please enjoy sharing and gifting our products but please note that products may not be broken down and repackaged for further sale.