Frequently asked questions
Ordering and products
How do I place an order?
Browse our store and click Add to Cart on the products you would like to purchase. You can find products by using the category menu, collections or the search field.
When you are ready, click the Shopping Bag or Cart icon to review your items and proceed to checkout. Enter your delivery and payment details, and the applicable shipping cost will be calculated at checkout.
Once your order is completed, you will receive a confirmation email.
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible.
If you would like to add items to an existing order, please contact us promptly and we will advise whether this is possible before despatch.
If your order has not yet been packed or despatched, we will do our best to assist. Once an order has been packed or sent, we may not be able to make changes or cancel it.
Can I place an order by phone?
Yes! You're welcome to place an order over the phone — call us on 1300 793 910 and we'll be happy to help.
I live in the UK—can I place an order for someone in Australia?
Yes. Simply enter the recipient’s Australian address as the delivery address at checkout, and we will send the order directly to them.
If you would like to include a gift message, please add it to the order notes at checkout. Please ensure the delivery details are correct, including the four-digit Australian postcode.
Can I request a product that is not listed on your website?
Yes. If there is a UK product you are looking for, please contact us with the product details and we will let you know whether we may be able to source it, together with any available pricing.
Some products cannot be imported into Australia due to customs or biosecurity restrictions. Special-order products may also require a minimum quantity or advance payment. We will confirm all details with you before proceeding.
Why do some products show as ‘Out of Stock’ or 'Back Soon'?
As many of our products are imported from the UK, availability can be affected by supplier stock, international shipping times, import delays and customer demand.
We manage stock carefully to help ensure products are supplied with a reasonable Best Before period, so some items may occasionally be unavailable until our next shipment arrives.
If an item becomes unavailable after you place an order, we will contact you regarding a suitable replacement or refund. We do not send back-orders separately.
What does a Best Before date mean, and why do some products have short or past dates?
A Best Before date relates to product quality, such as flavour, texture and freshness. It is different from a Use By date, which relates to food safety.
As many of our products are imported from the UK, some items may arrive in Australia with shorter Best Before dates. This can be due to manufacturing schedules, supplier availability, international freight times, customs clearance and the shorter dating commonly used on certain products, particularly crisps, biscuits, chocolate and seasonal lines.
Under Australian food standards, products with a Best Before date may legally be sold after that date, provided they remain fit for human consumption and are not damaged, deteriorated or perished. Products with a Use By date must not be sold or consumed after that date.
We show the available Best Before date on all of our food product listings so that customers can make an informed choice before purchasing. Where a product has a short or passed Best Before date, this will be clearly displayed and may be reflected in reduced pricing.
We carefully inspect and manage our stock, and we do not knowingly sell food that is damaged, spoiled or unsuitable for consumption.
Do you substitute items if something is unavailable?
Occasionally, an item may become unavailable after an order is placed, especially if stock is limited or demand has been higher than expected. Where suitable, we may provide a similar product of equal or greater value to help complete your order.
If a close substitute is not available, or if the item is significantly different, we may contact you before sending your order. If you prefer not to receive substitutions, please let us know in the order notes or contact us after placing your order.
Is there a minimum order requirement?
No, there is no minimum order amount.
How accurate is the ingredient, allergen and nutritional information?
We do our best to ensure the product information on our website is accurate and up to date. However, manufacturers may occasionally change ingredients, packaging, labels, warnings, or product details without notice.
For this reason, the actual product packaging may contain information that differs from what is shown on our website. Please always read the product label, ingredients, allergen information, warnings, and directions before using or consuming any product.
If you require specific product information, especially regarding ingredients, allergens, or dietary suitability, we recommend contacting the manufacturer directly.
Where are your products manufactured?
Most of our products are imported from the UK, so many are manufactured there. However, some larger brands and manufacturers may also produce certain goods in factories across Europe or other locations, before distributing them through the UK for export overseas.
Manufacturing locations can vary depending on the brand, product, and supply chain. We carefully source products from trusted suppliers and aim to offer genuine UK favourites that are good quality, fairly priced, and suitable for sale in Australia.
For the most accurate information, we recommend checking the product packaging, as this will usually show the manufacturer, country of origin, or distribution details.
Payments and privacy
What payment methods do you accept for orders?
We accept secure online payments by major credit and debit cards, as well as PayPal where available at checkout.
If you would prefer to pay by direct deposit, please contact us before placing your order at treats@britishsweets.com.au so we can assist you.
When will I be charged for my order?
Payment is processed when you complete your order at checkout.
If an item is unavailable or an adjustment is required, we will contact you and arrange any applicable refund or adjustment to your original payment method.
What happens to my personal information and card details?
We take your privacy and payment security seriously. Your personal information is used only as needed to process and deliver your order, provide customer service, and manage communications relating to your purchase.
Payments are processed securely through our payment providers. We do not store or keep a copy of your full credit or debit card details.
We do not sell or rent your personal information. Your details are only shared where necessary to provide our services, such as with payment processors, delivery carriers, and service providers involved in operating our store or fulfilling your order.
For further information, please refer to our Privacy Policy.
Shipping and delivery
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Do you deliver throughout Australia?
Yes. We are based in Sydney and deliver orders Australia-wide using Australia Post.
Shipping costs are calculated at checkout and are based on the size, weight and delivery destination of your order. Express Post is available for eligible orders weighing up to 3 kg.
For larger parcels or special delivery enquiries, please contact us before placing your order so we can advise on the available options and provide a quote where required.
Do you provide international shipping?
No. We currently deliver within Australia only and are not offering international shipping at this time.
Customers located overseas are welcome to place an order for delivery to a recipient within Australia, provided a valid Australian delivery address is entered at checkout.
When will my order be despatched?
We aim to despatch orders within 1–2 business days, Monday to Friday, after your order has been received.
During hot weather, orders containing chocolate or other heat-sensitive products may be held until the following Monday or until conditions improve, to help reduce the risk of melting or heat damage in transit.
If an item becomes unavailable after you place your order, we will contact you regarding a suitable replacement or refund before despatching your order.
When will I receive my order?
Orders are generally despatched within 1–2 business days. Once your order has been sent from Sydney, delivery times will vary depending on your location.
As a guide:
- Most metropolitan locations: approximately 2–4 business days from despatch
- Other locations: approximately 5–7 business days from despatch
- Regional and remote areas: delivery may take longer
Once your order has been despatched, you will receive a tracking number by email so you can follow its progress.
During warmer weather, please consider delivery times carefully before ordering chocolate or other heat-sensitive products, as Australia Post deliveries are not temperature controlled.
Can I track my delivery? What if my parcel goes missing?
Yes. All orders are sent with Australia Post tracking. Once your order has been despatched, you will receive a tracking number by email so you can monitor your delivery.
You may also wish to download the Australia Post app to receive delivery updates directly on your mobile device.
If your parcel is delayed or appears to be missing, please check your tracking information first. You can then contact Australia Post directly using your tracking number, or contact us and we will do our best to assist with locating your order.
What happens if I enter the wrong delivery address or do not collect my parcel?
Please check your delivery address carefully before completing your order. If you notice an error, contact us as soon as possible. If your order has not yet been despatched, we will do our best to update the address.
Once an order has been despatched, we may not be able to change the delivery details. If Australia Post cannot deliver your parcel, it may be taken to a nearby Post Office for collection. Australia Post may leave a collection card and may also send tracking updates by email, SMS or through the AusPost app.
Parcels that are not collected from the Post Office within Australia Post’s collection period, generally 10 business days, may be returned to us. Parcels may also be returned if the delivery address supplied is incorrect or incomplete.
If your parcel is returned to us due to an incorrect address or because it was not collected, a Return to Sender fee of $13.90 will apply. If you would like the parcel resent, you will need to pay the Return to Sender fee together with the new postage cost before the order can be sent again.
This does not apply where the return has resulted from an error on our part or where you are entitled to a remedy under Australian Consumer Law.
What if my order is damaged during transit?
We take care to pack orders securely and ensure they leave us in good condition. However, once a parcel is in transit, damage can occasionally occur due to carrier handling or environmental conditions beyond our control.
If your order arrives damaged, please contact us as soon as possible so we can review the issue. Photos of the outer packaging, inner packaging, shipping label, and damaged products are very helpful, as they allow us to assess what happened and liaise with the carrier where needed.
What happens if chocolate melts during delivery in hot weather?
Chocolate and other heat-sensitive products can be affected by warm weather during transit, particularly during the Australian summer or when parcels are exposed to heat in delivery vehicles, depots, mailboxes or at the delivery address.
We take care to pack orders securely and may use additional protective packaging where appropriate. During periods of extreme heat, we may delay despatch, avoid sending chocolate over weekends, or temporarily hold an order to reduce the time it may spend in the delivery network.
Once an order has been despatched, we cannot control carrier handling, depot temperatures, delivery times or where a parcel is left. Melting or softening caused by hot weather or heat exposure during transit is therefore not considered a product fault, and we are unable to offer a refund or replacement in these circumstances.
To help protect your order, we recommend considering local weather conditions before purchasing chocolate or other heat-sensitive products, choosing a delivery address where someone can receive the parcel promptly, and collecting it as soon as possible if it is taken to a Post Office or collection point.
This policy does not affect your rights under Australian Consumer Law where a product is faulty, incorrectly supplied, not as described, or has a genuine quality issue unrelated to heat exposure.
Returns and refunds
What is your return policy?
As our products are food items, we cannot accept returns or exchanges for change of mind, incorrect selection, or where a customer no longer wants the product.
However, your rights under Australian Consumer Law are not affected. If an item is faulty, damaged, incorrectly supplied, not as described, or there is a genuine quality issue, please contact us as soon as possible so we can review the matter and provide an appropriate remedy where required.
Please retain the product and packaging, and provide photos where relevant, as this may help us assess the issue.
For further information, please refer to our Refund Policy.
Still have a question?
Can’t find the answer you’re looking for? Contact us and we’ll be happy to help.