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SHIPPING POLICY

SHIPPING PROVIDER 

All the items are posted via Australia post (Service Provider), standard delivery. To ensure speedy delivery please upgrade to express post at check out. Please note that there may be delays due to unforeseen circumstances and busy season. PCNARTsugar will not be responsible for any delays occurred by above mentioned scenarios, however we will work very closely with our customers and support them to get their items delivered. 

PROCESS TIME 

All orders are processed and dispatched within 1-3 business days except during holidays. The tracking number will be updated to your order at the same time of dispatch. An automated email will be sent once the items are dispatched (This may land in your junk/spam mail).

Please use below link to track your order using the tracking number provided.

https://auspost.com.au/mypost/track/#/search

Please note that we do not have an express processing service, Express service is only applicable for shipping.

DELAYS 

Any delays during transit (after dispatched) should be dealt with the service provider and we will offer information requested by our customers if there any need be. Your package maybe return by the shipping provider when the unit numbers are not provided in the order.  Please check your shipping address before completing your purchase.  PICNARTsugar will not be responsible for any delayed due to incorrect addresses, public holidays, any unforeseen circumstances, delays due to custom clearance and delays due to misjudgements of delivery duration by the customers.

 

DAMAGED AND LOST 

Our packaging is done with care and we use different sizes of packaging boxes and suitable filling material to make sure your items are safe and well presented.

Chocolate Products - Our delicate Chocolate products may have breakage on the outer shell and chances of cocoa butter to melt due to weather conditions during transit. Although they are considered damaged the product will still be consumable. To reduce the risk, we recommend upgrading to express shipping service. Please note that express service will not 100% eliminate the risks. Customer will be taking the risk when purchasing the chocolate products. 

PICNARTsugar will not be responsible for any damages occurred by mishandling the items or due to weather conditions during transit. PICNARTsugar will not be responsible for any lost items during delivery by the service provider. Please contact the delivery provider if you face any of these situations to get assistance.

Please check your shipping address before completing your purchase.  PICNARTsugar will not be responsible for any Packages lost due to providing an incorrect address.

Please contact Australia Post if faced with any of above mentioned scenarios. We will work closely with our customers and offer our full support to deal with the matter.

OVERSEAS ORDERS

Any overseas customers are requested to order well in advance to your required date to make sure the items will arrive on time. Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs clearance. Please contact the service provider (Australia Post) if you have any issues with this regard. And we will support you in any way we can.  

Please note that products containing the colouring agent E171 will not be allowed to be imported to the European Union from August 2022. It's the customers responsibility to check the ingredients before purchasing.

PICK-UP ORDERS

As part of our service, we are pleased to offer a collection facility for your convenience. Please let us know in advance the date and time you plan to collect your items, so that we can continue our work smoothly while providing you with seamless service. Please note that we do not have a physical storefront, so collections must be arranged in advance. Thank you for your understanding and cooperation.

RETURN
AND
CANCELLATION POLICY

PICNARTsugar source premium quality material from many counties including Australia. We harmonise and pack them in our little sprinkle lab here in Geelong, Australia. We make sure to adhere all the food safety and hygiene guidelines in order to offer you a high standard product. Our dispatch process includes cross checking the order twice and including a hard copy of your order when there are more than two products.

According to food safety regulation in Australia we cannot accept returns.

Once the order has been dispatched/made cancellations won’t be accepted, refunds will only be issued if we have sent you a wrong item or if the item is not as specified on the website irrelevant to any issues during shipping. If you have any concerns after receiving your order, please contact us immediately via e-mail (contact@picnartsugar.com.au), text line (0490177463) or web chat with evidence and we will make sure to attend to your inquiry as soon as possible.

As we aim to dispatch your orders within 1-3 business days please note that any inquiries must be sent within 6 hours 

Pick-up Instructions

FREE STANDARD SHIPPING ACROSS AUSTRALIA ON ORDERS OVER AUD150
 

Important Notice: Our Final Dispatch of the Year on December 12th, We'll Be Back in Action with Dispatches Resuming on January 25th!

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