Our Shipping and Return Policy

At Coco De Venci, we take pride in crafting exquisite, handcrafted liqueur chocolates, each infused with a unique blend of flavors, spices, and indulgent dark chocolate. Our goal is to deliver a taste experience that is truly unparalleled, right to your doorstep. Below you will find our comprehensive Shipping and Return Policy to ensure a smooth and satisfying experience.

Shipping Policy

  • Shipping Cost: A flat rate of $15.95 applies to all orders.
  • Delivery Area: We deliver Australia-wide only.

Delivery Timeframe

  • Orders are typically processed within 3 business days.
  • All online orders are picked, packed, and dispatched from our store within 3 business days of purchase.
  • All products will be shipped no later than 3-5 working days from receipt of payment.
  • We use Couriers3030 a fast and reliable courier service that services Australia and International, with transit times around Australia typically taking 3-5 business days from pickup.

Additional Delivery Information

  • Packaging: Your chocolates will be securely packaged in a cardboard shipping box with scrunched brown paper. During warm weather, we use food-grade safe ice packs to protect the chocolates from heat damage.
  • Signature Requirement: A signature is required for all deliveries. If delivery is unsuccessful and no safe place is available, your parcel will be taken to your Local Post Office.
  • Parcel Lockers: We do not recommend delivery to Australia Post parcel lockers due to potential exposure to higher temperatures.
  • Hospital Deliveries: For deliveries to hospitals, we recommend contacting the hospital first to confirm addressing requirements, as they can vary.

Order Tracking and Notifications

  • A notification will be sent to you once the product has been shipped.
  • Track your parcel online using the link provided in the email or through Australia Post.

Customer Support

  • If there is a problem with your order, please fill out our contact form with relevant information and photographs. We will typically contact you within 1 business day.
  • For further assistance, contact our Customer Care team between 9:00 AM and 5:00 PM AEST Monday to Friday by calling Coco De Venci at 0415 282 931.
  • We recommend having your order delivered to a location where someone will be present to accept it. If nobody is present, your order will be transferred to the nearest post office for collection.
  • Utmost care will be taken to ensure all products are shipped to avoid any damage in transit.

Returns and Refunds Policy

Unless otherwise agreed by us at our absolute discretion, all products are sold on a no-return-for-credit basis, except in the following cases:

  • The products are received in a damaged state.
  • Incorrect products are supplied to you.
  • The products are faulty.

If the delivered product is not what you ordered (including any replacement products), does not correspond with its description, or is not of satisfactory quality, we will, at our discretion, either deliver a replacement product to you or provide a credit of the price paid for future use.

Claims and Refund Process

  • Claims for credit must be made within seven days of receipt or collection of the products by emailing sales@cocodevenci.com. A proof of purchase must be presented; otherwise, any such claims are deemed to be waived.
  • If you are entitled to a refund, we will process it as soon as possible, but in any event within 30 days.

For more information, please contact us via email at sales@cocodevenci.com.

Thank you for choosing Coco De Venci. We are committed to ensuring that you enjoy the finest chocolate experience with the best service possible.