Delivery and Returns

 

Ordering Issues

If you have issues checking out with Nina’s please do not hesitate to email info@ninaschocolates.com.au.

If you have made a mistake with your order please contact us immediately & we will assist you in editing the order. Please note that we cannot make changes to orders that have already left our premises. 

Delivery

Nina's Chocolates are delivered only within Australia. We are unable to ship Internationally.

Nina’s Chocolates uses a flat rate shipping of $15 for all orders. Please ensure the correct address is given and that someone will be at the address of delivery. If no one is at the address when the package is delivered, a re-delivery fee will be incurred.

Nina’s products are packed to order. Delivery times vary according to your location and can vary from 1-7 days. At times of unusual heat we may contact you to select an optimal day for dispatch and delivery.

 

Refunds

Due to strict food handling regulations, we are unable to exchange products or accept returns unless there is a product fault. If a product is returned to us, we cannot ensure that is safe and suitable for future customers and am therefore prohibited from re-selling it. (http://www.foodstandards.gov.au/code/Pages/default.aspx).

FAULTY PRODUCT

If you receive a faulty product, we will do our best to make it right again but you must ensure the following steps are taken so we can process your complaint & rectify the issue:

  • Contact us on (02) 9526 6770 within 3 days of receving the goods. Claims made after 3 days will not be accepted. 
  • Confirm the product fault by sending us a photo of the faulty product & attach proof of purchase. If applicable you may be asked to return the product, we ask that you keep it in the condition it arrived in so we can rectify the issue in our delivery/product methods.
  • Once we confirm the issue is a product fault & if applicable we have received the product back we will replace or refund the product. 

ORDERS DAMAGED OR LOST DURING DELIVERY

In the rare event that your order is damaged or lost during the delivery process, please contact the relevant carrier to report the loss or damage. Please be aware that Nina's Chocolates can take no responsibility for orders that are damaged or lost by Australia Post or by an independent courier service, but we will do everything we can to help make it right. 

WE ENCOURAGE YOU TO “ASK BEFORE YOU BUY”.

We want you to be 100% SATISFIED with your purchase and that is why we work hard to give as much information as you require, to help you make the right decision. So please, ask questions prior to purchase, if there is anything you are unsure about, or would like to know. You can call us on 02 9526 6770, email us at info@ninaschocolaltes.com.au