Order & Delivery

Please find all important information about Online Shop orders and deliveries here. 

If you can’t find the answer you are looking for, please contact our friendly Customer Service team and we will get back to you shortly. 

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Purchase

  • I need help with my order. Who can I contact?

    Answer:

    Please go ahead and contact our Customer Service team.

  • Has my order been successful?

    Answer:

    All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in to your account to check My Orders. If you do not have an account yet, you can create a new account.

    For further assistance, contact us.

  • Can I change my order after purchasing?

    Answer:

    Because we process and pack your order as fast as possible, you can only change your order as long as it has not been shipped. Please understand that in most cases the order can’t be changed. If you do need to change your order for some reason, contact our Customer Service who will try to assist.

  • How do I know it is safe to shop with you?

    Answer:

    We value your privacy and work hard to ensure that your details are secured and never released to any other party. Please see our Privacy Policy for details.

  • What payment types to do you accept?

    Answer:

    We accept the following Credit Cards: 

    • Visa
    • Master Card
  • Do you deliver to PO Boxes?

    Answer:

    No, we don't. 

    We are also currently not offering any other optional delivery addresses like Military Addresses or Parcel Points.

  • Is it safe to use my credit card on your site?

    Answer:

    We strive to ensure that every credit card transaction occurs within a secure environment. Patons uses the Secure Pay payment system, an e-commerce expert and a business of Australia Post, with more than 15 years of experience.

    You can see the transaction is secure if you see a key lock on your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.

  • My credit card details are not being accepted. What’s wrong?

    Answer:

    Please check the following  points:

    • Did you use one of our accepted payment methods?
    • Check that there are no spaces in your credit card number.
    • Is the delivery address the same as the address linked to your credit card?
    • Check if your name appears exactly the same as on the card.

    If you are still experiencing difficulties, please check with your bank or financial institution. If problems continue, contact us.

  • Will I get an invoice after I purchased an item from your Online Shop?

    Answer:

    Yes, with every purchase we will automatically send you an invoice to your dedicated email address.

  • Do you have gift cards?

    Answer:

    No, we currently don’t offer this option.

  • Are your prices in Australian Dollars (AUD)?

    Answer:

    Yes, all pricing is in Australian Dollars.

  • Do your prices include GST?

    Answer:

    Yes, our prices include GST, which will be shown in the check-out process. All advertised products in our Online Shop are marked excl. GST (as stated net to the price), but will be taxed at the check-out.

  • Do you match prices if I see an item cheaper elsewhere?

    Answer:

    Unfortunately we do not price match, but our Online Shop items strive to have competitive prices.

Delivery

  • Who do you use for delivering my order?

    Answer:

    Most of the time we are using the courier service Direct Freight to send your order. 

    Deliveries are made Monday to Friday and require someone to be home to accept it. If there is no one home at time of delivery it will be redelivered upon request. Please note that this shipping option needs to be chosen before submitting your order (additional costs may apply).

  • How long does delivery take?

    Answer:

    We are trying to pack your order within 24-48 hours (weekdays). Depending on where you live, our delivery times can vary. 

    Please note that we do not process any orders over the weekend or Public Holidays.

    Please check with our friendly Customer Service if you haven't received your order with a reasonable amount of time.

  • How much does delivery cost?

    Answer:

    We offer a flat rate shipping fee from $11.95 within anywhere in Australia. Please note that additional costs will apply when redelivery has been chosen from the shipping options.

    Please note that Heat Protection is not included and is offered as an option. Please see the Delivery FAQ section for more information on this option.

  • How do I know that my order has been shipped and can I track it?

    Answer:

    An automatic email will be send to your provided email address once the order has been lodged with us. We currently don’t offer a tracking ID with your shipment. If you haven’t received your order in a reasonable amount of time, please contact our Customer Service team for help.

  • How do I change my delivery address after my order has been placed?

    Answer:

    We process and pack your order as fast as possible. Your delivery address can only be changed as long as your order has not been shipped. To change your delivery address, please contact our Customer Service immediately.

  • What do you do with my order when it’s hot?

    Answer:

    We offer Hot Weather Protection for an extra fee of $4.95. This will give you an insulated film to help control the temperature to ensure that the heat is kept under control throughout the journey. The extra cover is fully optional.

    We highly recommend Hot Weather Protection for our friends in the northern states and from Mid-Spring through to Mid-Autumn for the southern states. 

    However Patons takes no responsibility and offers no refund for any heat related stress to the product upon arrival if heat protection is not taken.

  • Do you ship internationally?

    Answer:

    No, we are only able to deliver goods to Australia at this stage.

Returns & Refund

  • Can I return an item?

    Answer:

    No, we do not offer any purchased items to be returned.

    Please see our refund policy for details on refunds in combination with a product complaint.

  • I am not satisfied with my product can I get a refund?

    Answer:

    At Patons we are proud of our high quality product.

    We will provide a refund or replace your order if your existing order has been:

    • Damaged in transit

    • You received the incorrect product as stated on the order

    Please contact our Customer Service for details.

    Please note:

    That Patons will not provide a refund or replacement in the event that your chocolates are melted or have “bloomed” if you have not taken out the Hot Weather Protection option (please see details for this option in our Delivery FAQ section).

    If you miss your delivery, you will get five days to pick it up from the post office before it’s returned to our Warehouse. In the event it’s returned you will be responsible for paying the shipment fee to send it back out to you.

Account

  • What are the advantages of having an account with Patons?

    Answer:

    When setting up an account with us, your address details and Newsletter preferences will be saved, which will speed up the check-out process at your next visit.

    You can also view your order history and change your details at any time, when logged in.

  • How do I create a new account?

    Answer:

    An account is automatically set up for you when you make your first purchase. Simply set a password and username to access your account. 

  • How do I update my details on my account?

    Answer:

    Simply log in and click on 'Edit Details'. 

  • How do I unsubscribe from your newsletter?

    Answer:

    Open any newsletter sent to you by Patons.

    Scroll to the bottom of the newsletter and click 'Unsubscribe'.

    Please allow up to 3 business days for the subscription removal to become effective.

  • Are my personal details safe with you?

    Answer:

    Your privacy is important to us. Please note that we strive to ensure that all personal information are saved securely and are not sold or passed on to third parties.