Frequently asked questions
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn’t the case, let us know and we’ll do our best to work with you to make it right.
Are any purchases final sale?
We are unable to accept returns on certain items. These will be carefully marked before purchase.
When will I get my order?
Orders are processed within 1–2 business days of receipt. Delivery timeframes vary by destination within Australia:
- Most locations: 2–4 business days from despatch (ships from Sydney)
- Other locations: 5–7 business days
- Regional & remote areas: may take longer
Please keep this in mind when ordering chocolate during summer—Australia Post does not use refrigerated vehicles.
Once your order ships, you’ll receive an email with a tracking code so you can follow its progress at any time.
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
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.
What payment methods do you accept for orders?
We accept credit cards (Visa, Mastercard), PayPal and direct deposits. If you wish to use a credit card other than Visa or Mastercard, please choose the PayPal payment method.
How do I place an order?
Browse the store and click “Add to Cart” on the products you’d like. Use the category navigation or the search field at the top of the Home page. When ready, click the highlighted Shopping Cart button or the Shopping Bag icon (top-right) to review your cart or proceed to Checkout. At Checkout, enter your address and payment details. Postage is added during checkout. You’ll receive a confirmation email after completion.
Do you provide International shipping?
Due to high overseas postage costs, international orders can’t be processed online. Email us with your destination country, product requirements and quantities, and we’ll provide a shipping quote. If you agree, we’ll send a PayPal invoice to complete the transaction. Overseas shipping is via Australia Post Registered Post or International Express Post only.
Can I order over the phone or via fax?
Phone orders: yes, we can help — call 1300 793 910. Fax orders: no, we no longer use a fax machine. Alternatively, email us via the Contact Us page.
I live in the UK—can I place an order for someone in Australia?
Yes. Ensure the recipient’s details are correctly entered in the Delivery Address section and we’ll take care of the rest. If you’d like a message included, add it in the Special Instructions area. Note: Australian postcodes are 4 digits only.
Can I order products that are not listed on your website?
Yes. Please email us via the Contact Us page and we’ll confirm availability and pricing. Note that Australia has strict import regulations, so some UK products may not be allowed into Australia.
If a product isn’t listed, can you order it for me?
We’ll do our best to source it. As we order in bulk, a minimum order may be required and a deposit or advance payment may be necessary, depending on the product. Some items may be subject to customs and quarantine restrictions; we’ll advise if we can assist.
Why do some products show as ‘Out of Stock’?
Stock can run out due to shipping times and supplier availability. To ensure products are within their Best Before dates, we balance stock on hand with demand. If demand is higher than anticipated, you may need to wait. If a similar product of equal value is available, we may send it as a replacement to complete your order.
When do you debit my credit card for an order?
Cards are debited as soon as the order is completed. If there are any issues, we will contact you and, if necessary, refund your card for missing items or adjustments.
What happens to my personal information and card details?
We do not sell, rent, or share your personal information outside British Sweets & Treats. We keep customer names and addresses on file for internal use only. We may send newsletters or promotions; we’ll remove you on request.
How do you ship orders?
We use Australia Post eParcel and Australia Post Satchels. For urgent orders, Express Post is available at additional cost. Overseas orders use International Express Post or International Registered Post only.
How do you pack orders?
We recycle boxes and packaging whenever possible to minimise waste and costs. For gifts, we can provide gift boxes and/or gift cards at an additional cost (see Hampers under Categories for options).
When do you ship orders?
We aim to ship within 24–48 hours of receipt (Mon–Fri). During warmer weather, chocolate orders are usually held until Monday to avoid weekend storage. If items are unavailable, we may wait for stock or contact you for instructions. If a similar product of similar value is available, we may ship a replacement.
Is there a minimum order requirement?
Yes. The minimum order is $35. Your cart subtotal must be $35.00 or more before shipping is added. Our system won’t accept orders under $35.00.
Can you track deliveries? What if something goes missing?
Orders sent via Australia Post eParcel or Express include tracking; you’ll receive an email with the tracking number upon despatch. If you prefer Registered Post (nominal insurance), note this in Special Instructions (+$2.00). Once lodged with Australia Post, we rely on their delivery; we can’t be responsible for lost parcels but will liaise with Australia Post to resolve issues.
What if my order is damaged during transit?
Orders are securely packaged and in good condition when despatched. We’re not responsible for damage occurring in transit due to environmental conditions or the carrier’s actions. If you experience a problem, contact us immediately — photos of the packaging and product damage help us liaise with the carrier.
How accurate is the nutritional and product information?
We take care to ensure information is correct, but products are frequently updated or reformulated. Always check product labels. For allergies or specific dietary needs, contact the manufacturer directly rather than relying solely on website information.
Still have a question?
If your question isn’t answered here, please email us and we’ll get back to you as soon as we can.