Shipping policy

When will my order arrive?

We ship orders Monday to Thursday from our Sydney factory to ensure your treats arrive fresh.

 

Order Processing (Handling Time)
We lovingly hand pack every order, which takes 2–4 business days before dispatch. During peak periods (like Christmas, Valentine’s Day, or Easter), please allow 1–3 extra business days for us to prepare your order.

 

Delivery Timeframes – Australia

To keep your sweets safe in transit during warmer weather, we currently ship via Express only:

 

·        Express Shipping: 1–3 business days*

 

*Metro areas (Sydney, Melbourne, Brisbane, Canberra) usually arrive faster. Regional and rural deliveries may take a little longer.

 

Cut-Off Times
In warmer months, orders placed after 8:00am Thursday will be shipped the following week to prevent your goodies sitting in transit over the weekend and melting.

 

Heat-Sensitive Products
In warmer months, we may include insulation or delay shipping to avoid spoilage. We want your treats to arrive looking and tasting perfect!

 

Do you ship internationally?

Yes! We ship worldwide via DHL Express. Here’s how long it typically takes:

  • New Zealand: 2–4 business days
  • Asia: 2–5 business days
  • USA & Canada: 3–5 business days

 

We currently deliver to:

  • Australia (excluding PO Boxes/Parcel Lockers)
  • New Zealand
  • United States (excluding territories, Hawaii & Alaska)
  • Canada (metro areas only)
  • Singapore, Hong Kong, Malaysia (Kuala Lumpur), and Japan (metro areas only)

 

We’re constantly working to expand our reach - if we don’t ship to your country yet, it’s only because we want to ensure fast, reliable delivery for our fresh products.

 

Will I be charged duties or taxes?

International customers: Your country may charge customs duties, VAT, or other import fees on your order. These charges are not included in your checkout total and are your responsibility.

Crumble Charms is not liable for delays or fees due to customs - we recommend checking with your local customs office before ordering.

 

What happens if I’m not home?

If no one’s home, your parcel will be left in a safe place if available. If there’s no safe spot, it’ll be taken to a local collection point. We can't take responsibility for parcels marked as delivered if the address was incomplete or incorrect - so please double check your shipping info at checkout! If you're unsure, consider using a business address or a location that’s attended during business hours.

 

International Orders

All international deliveries require a signature. If no one is available, your courier will contact you to reattempt delivery. As we’re sending perishable goods, please make sure someone can accept your order on arrival.

 

Lost or Damaged Goods

We do our best to package everything safely, but if your order arrives damaged or doesn’t arrive at all, please email us within 5 days of delivery at hello@crumblecharms.com. Include your order number and clear photos if applicable. We’ll work with you to sort it out - because no one deserves to miss out on their treats.

 

Returns & Refunds

Due to the perishable nature of our products, we don’t accept returns. However, if something isn’t quite right, let us know. We genuinely care about your experience and will do everything we can to make it right.

 

Can I cancel or change my order?

If you need to update or cancel your order, please get in touch ASAP. We can only make changes before your order has been packed and shipped. Once it's out the door, it's yours - so double-check all details before placing your order.

 

Questions?

We’re here to help.
Reach us at hello@crumblecharms.com.au and we’ll get back to you within 1–2 business days.