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Shipping, Returns & FAQs

FAQs  chocolate FAQs and shipping information

Where are the chocolates made?

All of our artisan chocolates are handcrafted, hand-decorated and hand-packaged on the Far North Coast of NSW, Australia.

What does it mean if there are white areas on my chocolate?

No need for concern. Chocolate is temperature sensitive. In transit, temperature fluctuations can occur and cause some of the cocoa butter to rise to the surface of the chocolate or "bloom". What you are actually seeing is nothing more than cocoa butter or sugar crystals coming to the surface of the chocolate in response to temperature changes. This will not alter the taste in any way No refund is offered for this type of dissatisfaction. This is a cosmetic issue only and does not affect the flavor or quality of the chocolate.

Caring for Your Chocolates

It's best to bring chocolates to room temperature before eating. Like most foods, chocolate truffles or bonbons are better eaten when fresh. We recommend eating all filled chocolates within one to two weeks.

Can I store my chocolate in the refrigerator?

We do not recommend refrigerating your chocolates, however if you have no alternative, keep chocolates in their original packaging, place in an airtight container and wrap completely in plastic film before placing in the refrigerator. Remove from the refrigerator at least two hours before eating, without removing the plastic film, to allow the chocolate to slowly reach room temperature.

What is couverture chocolate?

The word couverture describes high quality chocolate that contains a certain amount of extra cocoa butter. Combined with proper tempering of the chocolate, this higher percentage of cocoa butter gives the chocolate a firmer “snap” and a creamier flavour.

Why should I choose Decadent Handmade Chocolates?

Orders are made fresh (truffles/ganaches), this way, you know you're actually getting what you want. All our chocolates are handmade using premium ingredients including organic and fair trade where possible, and the bonus is that our prices compare well to other high end chocolate brands and stores. Plus we do not use animal by-products so you can be sure you're getting a dedicated vegan product.


Ingredients & Dietary Information

Allergens - We make our products in a Vegan-friendly Kitchen

Dairy: Due to the limited demand for 100% dairy-free chocolate, most suppliers of the raw materials for chocolate ingredients tend to use equipment that is shared with dairy. While the machines are fully cleaned between runs, there is a minute chance that the chocolate may contain a microscopic trace of dairy even though dairy is not an intended ingredient. (However is saying that a few of the chocolate brands or ingredients we use do come from dairy-free production lines).

Soy: Some of our items/chocolate contain soy lecithin. See individual ingredients listings fr more details.

Nuts: We use nuts in some of our treats; therefore, some of our products may contain traces of nuts, they are not an intended ingredient in those such products however. See individual products pages for further details.

Gluten: Some of our chocolates are categorised as gluten free, (please check individual product ingredients listings) however there may be traces of wheat or gluten due to shared kitchen even though it is not an intended ingredient.

> We make most of our chocolate centres with coconut cream. No dairy, no wheat (excluding some flavours), no gelatine, no egg, no animal by-products at all.

What is invertase?

Invertase is added to our cream centred chocolates - it is a natural enzyme (from yeast) that breaks down the sugar in the creams and fondant to invert sugar. This allows the centres to flow after a period of time.

NOTE about our Suppliers: We source our ingredients from many different suppliers worldwide - some of these companies have dedicated dairy/soy/gluten/nut-free factories or production lines and some of our suppliers do not have dedicated processing plants therefore use shared equipment with dairy/nut/gluten/soy.

Do your chocolates contain alcohol?

The majority of our products do not contain alcohol. If a chocolate does contain alcohol it will be listed in its ingredients list.

Do you sell sugar free chocolate?

At this stage we have not sourced a sugar-free chocolate we would be happy to use in our treats or sell. However we are currently on the look out for a suitable brand we can add to our line up of products. In the meantime our raw food chocolate bars are sugar-free (we use xylitol but only make them at certain times of the year).

What is the shelf life of your products?

We handcraft all of our chocolates using some of the finest and freshest all-natural ingredients. As such, shelf life can vary depending on the product. Factors that impact shelf life include: the amount of cocoa butter in the product, the specific ingredients of the product and the temperature or humidity where the chocolate is shipped and stored/displayed upon arrival. We recommend eating our truffle/ganaches within 2 weeks, some are good for 4-6 weeks (however please check with us for specifics), our solid chocolates have a 6 month shelf life. You can find more details on shelf life under each product here.

Does Decadent Handmade Chocolate use fully Certified Fairtrade and/or Organic chocolate?

Currently we have both certified and non-certified ingredients in our range (whether that be a fair trade or an organic ingredient). As the new chocolatier on the scene, we have to work within what our budget can buy and when buying ingredients we cannot at this stage buy 'fully certified' fair trade chocolate unless purchased in very large quantities. We do however buy certified organic chocolate when available. Also due to the fact that we have limited space and resources plus are coming from humble beginnings purchasing in large bulk (for certified fair-trade) is something that is out of our reach at the moment. We will work towards this as we grow into the future. At this stage we work with what we can, when we can. Our kitchen is not a certified kitchen either, as that would be out of our budget, however we do use as many chemical free items as we can and practice sustainability whenever we can.

Why do some of your products have a shorter shelf life than other chocolate brands?

Unlike mass produced chocolates in the market, DHC products are made fresh in small batches using only premium ingredients. Because our products are natural, have no preservatives and contain coconut cream and dairy-free alternatives, our products have a limited shelf life to ensure optimum freshness and taste quality.

If you would prefer a product with a longer shelf life, our solid chocolates, bars, blocks, hazelnut pralines and fondant cream centred items such as the Mint Creams or Cream Eggs will allow for longer shelf life and storage.


Do you have a shop I can visit?

At this time we are only based online. However during the cooler months we do local and speciality markets whenever we can. You can also see some of our local suppliers on our stockists page. If you'd like to see our treats stocked in your local area, please get in touch or ask your favourite store to touch base with us to discuss supply.

Are you hiring?

At this stage, we are not looking at hiring.



Delivery & Returns

How long will it take to receive my order?

We aim to ship your order within 48 hours and usually the same day where possible. Decadent Handmade Chocolates delivers via the Australia Post system to deliver items within 2-4 business days but your order may even arrive faster than that depending on where you live! *Orders are shipped Monday through Wednesday only to prevent our perishable sweets from sitting in a delivery warehouse over the weekend. Exceptions are made depending on the shipping method chosen.

*SEASONAL items like Easter Treats will be shipped once to twice a week only, usually early to mid-week. Due to us being so busy during the Easter period shipments of orders during this time will also be sent out based on temperatures.

Do you deliver Australia-wide?

Yes, we deliver to any address in Australia, even if you're on holiday at the time!

Hot Weather Shipping - Cold Packs

Hot weather packs (cold pack) are available to purchase for $9.00 per order. This consists of an ice block wrapped inside a protective thermal bag OR a foam box, and various packing materials to line the box when applicable.

Due to the fragile nature of our chocolates, we highly recommend that Hot Weather Protection packs are included in your order during the hotter months from October to April. Refunds will not be offered for any heat affected products unless a hot weather protection pack has been purchased during these months.

Thank you for your understanding of our policy.

Can I speed up my delivery?

Our Chocolate Treats often ship the same day, or within 1-2 business days… It’s usually pretty fast, so shipping is already speedy as we send all orders via Express Shipping!

*During peak periods such as Christmas and Easter, standard delivery times may vary. Christmas in particular can coincide with warmer weather. Please consider ordering early to ensure you receive your order before your desired date as Australia Post cannot guarantee requests for specific delivery time and dates.

Do you deliver internationally?

Currently we are only shipping within Australia.

May I order now for delivery later?

Yes it is possible to request a custom order in advance. Simply contact us with specifics and we can arrange for you. *All custom orders require at least 2 weeks notice. Larger orders require up to 4 weeks notice.

Is Local Pick-Up available?

Yes we can arrange for you to pick up your chocolate order at local store in Lismore's CBD. There is a $5.00 fee for this service and all arrangements must be made ahead of time.

How can I track my order?

Items can be tracked through Australia Post yes. Please double check with us if you want extra insurance which can incur an extra fee however.

Will I have to be home when my order arrives?

You have the choice to have your chocolates delivered to your home, work or anywhere else you'd like including residential or a post office box! You'll have to sign for the delivery, if it’s registered post so if you're not home when the Australia Post arrives, AP will leave a notice of collection in your post box telling you they attempted to deliver your delightful treats and that it's now available for collection at your nearest post office. The post office will then keep your package for 7 days. If you can't get to the post office to retrieve your lovely treats, just fill out the back of the collection notice stating a trusted friend will pick them up.

No deliveries are shipped on Public Holidays or weekends to ensure chocolates are not stored in hot warehouses or depots over weekend days.

Where possible, we can offer you a choice of Express Postage using Australia Post or Courier service when applicable as we understand that not everyone can be home to accept a courier delivery. This only applies to items under 3kg as it is more cost effective when over this weight to send via Courier.

Orders with a delivery address to a capital city will usually be delivered within 1 – 5 business days. If you live in regional or outlying areas, your order may take longer to be delivered.

Please note: If an incomplete or incorrect address is provided, any delivery guarantees may be nullified.


Payment

What forms of payment are accepted?

Decadent Handmade Chocolates accepts payment through the PayPal system, this includes MasterCard, VISA and American Express.

Is it safe to use my credit card on your website?

Of course it is! We understand that the safety of your personal information is extremely important to you. We use globally accepted PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

-> To ORDER Chocolates you can purchase any of our items available in the products section or send us an email of what you want and we will send you a PayPal Invoice for payment.

Do I need a PayPal account to purchase from this store?

No, you are not required to have a PayPal account to purchase from this store, although if you already have a PayPal account you may use it. If you don't want to use PayPal, please complete the credit card details on the left hand side of the checkout page. It looks like you're signing up to PayPal, but it's just processing your payment through them, not creating an account.