Returns & Refunds Policy
Please choose carefully when placing your order, as our products are food items and many orders contain personalised selections chosen by the customer.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Change of Mind
We do not offer refunds, returns or exchanges for change of mind. This includes, but is not limited to:
- Ordering the wrong item
- Accidental orders
- Orders placed by children without parental knowledge
- Misreading product descriptions, ingredients, weights or policies
- Selecting the wrong payment method at checkout
Please ensure you review your order carefully before completing your purchase.
Once an order has been placed, we are unable to change the payment method used. Refunds will not be provided where an incorrect payment method has been selected.
Order Cancellations
Due to stock allocation, order preparation and payment processing costs incurred once an order is placed, cancellation requests are considered on a case-by-case basis and are not guaranteed - change of mind is not considered a refundable request and is not automatically guaranteed.
Any cancellation request is subject to the approval of Gumdrop Lolly Shop and may be declined at our discretion.
Where a cancellation request is approved, a cancellation fee of 15% of the order value will be deducted from any refund to cover payment processing, administration, inventory allocation and order preparation costs.
In some circumstances, we may choose to issue a store credit in place of a refund.
Pick & Mix Selections & Product Availability
It is the customer's responsibility to ensure all required Pick & Mix selections and backup selections are submitted at the time of ordering.
Due to the volume of orders we process and the time between an order being placed and packed, products that are available at the time of purchase may become unavailable by the time your order is packed. This is particularly common with Pick & Mix selections due to fluctuating stock levels and customer demand.
For this reason, customers are required to provide four (4) backup selections when placing a Pick & Mix order. If one or more of your selected items are unavailable at the time of packing, we may use one or more of your nominated backup selections to complete the order.
If a customer places a Pick & Mix order without providing their selections, Gumdrop Lolly Shop will attempt to contact the customer via the email address provided with the order. We will make up to three (3) contact attempts requesting the required selections.
If no response is received after three contact attempts, we reserve the right to pack and dispatch the order using either a Mystery Pack or a selection of our best-selling products to avoid further delays to the processing and dispatch of the order. By placing an order, customers acknowledge and agree to this process.
Where one or more selected items are unavailable at the time of packing, we may:
- Increase the quantity of your remaining selections to make up the required weight;
- Substitute with one of your nominated backup selections; or
- Use a combination of both methods to fulfil the required pack weight.
Whilst we make every effort to maintain stock levels, occasionally products may become unavailable between the time an order is placed and packed.
Refunds, credits or replacements will not be provided where unavailable Pick & Mix selections have been substituted using backup selections or where the required weight has been fulfilled using the customer's remaining selections.
Out of Stock Items & Order Holds
From time to time, products may become temporarily unavailable due to supplier shortages, unexpected demand, inventory discrepancies or delays in replenishment stock arriving.
Where an item within an order is unavailable and replenishment stock is expected, the order may be placed on hold until all items are available for dispatch.
Gumdrop Lolly Shop does not offer split shipments. Orders are generally dispatched once all items within the order are available and ready for shipment. Customers acknowledge that ordering multiple products may result in a delay where one or more items become temporarily unavailable after the order has been placed.
We will make reasonable efforts to notify customers where a significant delay is anticipated.
Damaged Items & Transit Issues
All orders are checked and packed prior to dispatch to ensure they leave our premises in satisfactory condition.
Once an order has been handed to the shipping carrier, parcels may be exposed to circumstances outside of our control, including impacts, crushing, delays, weather conditions and handling by third parties.
If your parcel arrives damaged, please contact us as soon as possible and provide photographs of:
- The outer packaging
- The damaged product
- Any visible damage to the contents
We may request additional information or ask that the product be returned for inspection before determining whether a replacement, store credit or refund will be provided.
Where damage has occurred during transit, customers may also be required to lodge a claim directly with the shipping carrier.
Lost, Delayed or Returned Parcels
Customers are responsible for ensuring their delivery address is accurate at the time of ordering.
Orders returned to us due to an incorrect address, failure to collect the parcel, or any other customer-related reason will not automatically qualify for a refund.
Where a returned parcel can be re-sent, the customer will be responsible for paying any additional shipping costs before the order is re-dispatched.
If no arrangements are made within 30 days of the parcel being returned, the order may be cancelled without refund.
Christmas Closure Period
Each year, Gumdrop Lolly Shop undertakes a temporary closure period over Christmas and New Year.
Closure dates are communicated on our website and social media channels.
Orders placed during this period will be packed and dispatched once normal operations resume. By placing an order during the advertised closure period, customers acknowledge and accept the extended processing time.
Sale Items & Gift Cards
We do not offer refunds or exchanges on sale items unless required under Australian Consumer Law.
Gift cards are non-refundable and cannot be redeemed for cash.
Contact Us
If you have any questions regarding this policy, please contact us at: