Shipping policy

Shipping Information & Postage Charges

Helpful details about processing times, delivery options, postage fees, and what to do if something goes wrong.

Important: Please ensure you enter the correct delivery address. Parcels returned to us as undeliverable (e.g. incorrect address, failure to collect from local Post Office, etc.) will incur a re-despatch fee and a Return to Sender fee of $13.50 (charged by Australia Post on all returned parcels). Original postage charges are non-refundable.

Click & Collect / Pick-up from Warehouse

PICK-UP ONLY: The collection point is at Kennards Waterloo (Reception Desk) — no public shopping or browsing onsite is available.  Online orders will be processed and an email notification sent advising when the order will be available for pick-up.  Please do not turn up prior to receiving the email notification.

Orders can be collected from our location at Kennards Storage, Waterloo for $0.00.

  • Select Pick-Up from Store at Checkout (postage updates to $0).
  • No access to the warehouse; orders are picked and left at the Kennards Reception Desk only.
  • Once processed and available for pick-up, you will receive a notification from us. 
  • Simply give your name at Kennards Reception (order number helps but isn’t required) and advise you are collecting an order from British Sweets.
  • If someone else is collecting, add their full name in the order notes.
  • Pickup point address: Kennards Waterloo, 866 Bourke Street, Entrance via O'Dea Avenue, Waterloo NSW 2017.
Kennards Reception Hours (Pick-Up)
Day Hours
Monday – Friday 7:30am – 6:00pm
Saturday 7:30am – 5:30pm
Sunday 10:00am – 4:00pm

Closed Public Holidays. Pick-ups are available during Kennards Reception business hours above.

On arrival:
  1. Go to Kennards Waterloo – Reception Desk.
  2. Advise staff your name and that you have a pick-up from British Sweets & Treats.
  3. Collect anytime during the Reception hours listed once our Ready for Pick-Up email is received.

Australian Orders

For shipping and handling within Australia, we use Australia Post (eParcel, Regular and Express Post Satchels).

  • Orders are usually processed within 1–2 business days; deliveries occur Monday–Friday during normal business hours.
  • Warm weather: orders containing chocolate may be held until Monday to avoid weekend warehousing. Please advise if your order is urgent.
  • Once despatched, deliveries should be received within 1–4 business days in major cities and 4–7 business days for most other areas. Allow extra time at Christmas and Easter.
  • Tracking is emailed when your parcel ships and is viewable on Australia Post’s website.

Deliveries

  • We use Australia Post for deliveries Australia-wide. 
  • To ensure tracking information is received, we recommend signing up for the Australia Post App.
  • If your premises are unattended, your order may be left in a secure place.  If not secure, the parcel will be taken to the nearest Post Office and will need to be collected from there. 
  • An Australia Post card should be left and will advise where and when you can collect.  ID will be required to collect your order from the Post Office.
  • If sending a gift, please ensure the recipient is aware a parcel is coming. Tracking updates are sent to the email/phone entered at checkout.
  • Unclaimed Parcels: Australia Post generally holds parcels for 2–4 weeks before returning them to us as unclaimed items. To resend an order, postage needs to be paid again plus the $13.50 Return to Sender fee.  
Authority to Leave: Prefer your parcel left in a safe place? Add instructions in the Special Instructions box at checkout (e.g. “leave at back door”, “behind pot plant”, etc.). We will mark the parcel as Authority to Leave and pass on your notes to Australia Post.
  • Heads-up: Please check your Spam/Junk folder so you don’t miss our emails.

If there is any issue with delivery or the contents received, please contact us within 2 business days so we can resolve it ASAP.

Phone: 1300 793 910

Postage Charges

Postage is based on the total weight of your order. Final charges are calculated on the Checkout Page. You can also view your cart and enter a postcode to estimate freight based on current items in your cart.  **Please Note due to the Iran/USA conflict, Australia Post has added a 22% fuel surcharge to cover price increases and delivery charges have been adjusted accordingly. We hope the conflict will end shortly and will reduce pricing once removed.

Region  0–3 kg 3–5 kg  5–10 kg 10–15 kg
NSW $15.90 $19.90 $22.90 $28.90
ACT $15.90 $19.90 $22.90 $28.90
QLD, VIC $19.90 $22.90 $28.90 $52.00
SA, TAS $19.90 $28.90 $37.90 $57.90
WA, NT $19.90 $28.90 $37.90 $80.00
  • Regional areas: prices may be significantly higher in some areas and we reserve the right to review pricing prior to despatch.
  • 15 kg or above: we will contact you with a shipping quote.

Express Post Charges - Up to 3kg = $35.90

If you need Express Post shipping for orders over 3kgs, please contact us via the Contact Page or add a note in the Special Instructions Box which appears on the Checkout page. 

International Orders

We do not currently provide an overseas orders service. 

Out of Stock Items

If an ordered product is Out of Stock we will contact you regarding your options which are: 

(a) hold the order pending the arrival of more stock - sorry, we are unable to send back-orders; 

(b) replace with other product or products of similar value;

 (c) refund the shortfall.

If we are unable to reach you, we will issue a refund for the missing item/s and ship the rest of the order asap. 

 

🌡️ Temperature-Sensitive Items & Spoilage Risk

  • Chocolate: As British Chocolate has a very low melting point, we cannot guarantee that in extreme hot weather, the product will reach you in its optimal condition.  This is not a product defect and as such we are unable to replace products which have melted in transit.   We will however do everything we can, including the addition of extra packaging, to ensure that the chocolates you receive are in an unspoiled and undamaged state. 

  • Holding Period: During warmer periods, we may, at our discretion, hold temperature-sensitive items (e.g., chocolate) to prevent them from being stored in a non-refrigerated warehouse over a weekend. Please contact us for urgent shipping options if required.

  • Risk of Spoilage: While we take reasonable preventative steps (such as holding items during warmer periods as described above), we are not liable for spoilage (e.g., melting or degradation) that occurs once the parcel is transferred to the carrier.

    Note: The customer assumes the risk of shipping in unsuitable weather, especially if a specific delivery time-frame or method is requested.