Shipping Policy

At Twice as Sweet, we pride ourselves on ensuring fast, reliable shipping across Australia and internationally by using Australia Post and other reputable, fully tracked courier services.

Shipping Address Accuracy

We only ship to the exact address provided by you at checkout. If you’ve made a mistake in your shipping details, please contact us immediately at info@twiceassweet.com.au. While we will do our best to correct the address before dispatch, we cannot guarantee changes once the order is processed.

We accept no liability for parcels lost, misdelivered, or returned due to incorrect or incomplete address details. It is your responsibility to ensure the information entered is correct and complete (including full name, street address, and contact information). Australia Post may reject deliveries if names or details appear false or incomplete.

If your parcel is returned to us due to:

Incorrect/incomplete address or name,
Failure to collect from your local post office,
Refusal to accept delivery, or
Unavailability at the delivery address,

We will contact you and offer to re-send the parcel. However, a re-shipping fee will be applied, calculated based on the new delivery destination.

Delivery Attempts and Collection Points

If no one is available to accept delivery, and Australia Post redirects your parcel to a nearby post office or collection point, this is considered a successful delivery. Failure to collect your parcel within the designated time may result in it being returned to us. No refunds will be issued in such cases.

Refunds for Non-Delivery

Under no circumstances do we offer refunds (including original shipping fees) for parcels not delivered due to:

Incorrect delivery details,
Failure to collect the parcel from a designated collection point,
Customer refusal of delivery or customs charges,
Items marked as ‘Delivered’ by tracking but claimed as not received.

If a parcel is lost in transit through no fault of your own, we will resend the order at our cost. Refunds are not issued for lost parcels, regardless of courier claims.

International Orders & Customs

Customers are responsible for checking any customs, duties, or import taxes applicable in their destination country. Unfortunately, we cannot provide guidance on these charges, as they vary by country and are outside our control.

We are not liable for:

Delays due to customs inspections,
Parcels refused by customs,
Import fees or taxes,
Returned parcels due to unpaid duties.

If a parcel is returned to us due to unpaid import fees and the contents are no longer in saleable condition (e.g. spoiled food products), no refund will be issued. If returned in good condition within a reasonable time, we may offer a partial refund, minus:

The original shipping fee,
Return shipping fee, and
A 25% restocking fee.

Shipping Perishable & Fragile Goods

We do not accept responsibility for changes to the texture, shape, or form of products (such as melting, crushing, or breakage) during shipping. This includes:

Melted chocolate or sweets in warm climates,
Crushed freeze-dried snacks (which are naturally fragile),
Minor packaging damage during transit.

These are expected risks when shipping consumables and do not affect the product’s taste or safety. Therefore, no refunds or replacements will be issued for damage of this nature.

In the rare event of significant damage that renders your order unfit for consumption, we may issue a replacement at our discretion. We will not issue refunds under any circumstance for damaged parcels.

Dispatch & Delivery Timeframes

Domestic (Australia): Orders are typically dispatched within 1–3 business days.
International: Orders are dispatched within 1–7 business days, with delivery times dependent on your local postal service.

Please note:

Dispatch estimates exclude weekends and public holidays.
Delivery timeframes are provided by Australia Post as general guidance. Delays may occur due to weather events, customs, or operational issues. We are not responsible for delays outside our control.

Tracking

All orders are shipped with tracking. Once your parcel has been dispatched, you will receive a tracking number via email. You can track your parcel at:
🔗 https://auspost.com.au/mypost/track

PO Boxes & Parcel Lockers

We do accept delivery to Australian PO Boxes and Parcel Lockers using Australia Post.
However, we do not ship to international PO boxes or forwarding services due to tracking limitations.