Frequently Asked Questions

Below are some of the most commonly asked ‘Charlesworth’ questions. If you have queries that are not addressed below, please feel free to contact us on 08 8296 8366 (local), 1300 724 488 (toll-free) or send us a query online.

FAQ

Delivery & Shipping

How much does delivery cost?

Within South Australia: $9.90
Australia-wide: $14.90

Please note, delivery for our two largest gifts (The Ultimate Indulgence and The Mammoth Hamper) cost an extra $5 for delivery (SA: $14.90, Interstate: $19.90). Once you see how truly magnificently huge they are, you will understand why! Our delivery promises are listed here. 

Can my order be tracked?

All deliveries outside the Adelaide CBD will be dispatched via Australia Post and are trackable. Once your order has been dispatched you will receive a confirmation email with a tracking number.

Delivery to Adelaide CBD addresses will be dispatched through our own drivers. At this stage, these orders cannot be tracked. Click here for more information about delivery.

How will my order be packed and shipped?

Our packing team are committed to retaining the quality and freshness of your order. We always strive to pack all gifts and products with the highest level of care and attention. We pack orders into appropriately sized cartons, and all excess space is filled with cushioning materials.

Do you ship internationally?

Unfortunately we cannot ship to an international address; however, international customers can certainly place an order with us and have it delivered to friends or family living at an Australian address.

How can I avoid my chocolates from melting?

During warmer periods of the year, shipping our chocolates or any gifts that contain our chocolates can become challenging. To avoid undesirable melting, we may decide to hold your order in our temperature controlled facility until cooler weather prevails. We will make every attempt to contact you beforehand in this event. Alternatively, you may wish to consider choosing a product and/or gift that does not contain any chocolate. Please see our Hot Weather Policy for more information.

What if my order is lost or severely damaged during transit?

Rest assured, this is an uncommon occurrence, but accidents do happen. In the unlikely event that your order is lost or severely damaged during transit, we will do our best to replace it. In this case, please contact us and feel confident that we will do everything possible to fix the issue quickly and easily.

What delivery service do you use?

Deliveries within the Adelaide CBD are sent with a Charlesworth driver in our refrigerated trucks. All orders outside of this area (including interstate orders) are dispatched via Australia Post.

Online Returns Policy

Can I exchange, return or refund my order if I change my mind?

Due to food hygiene and safety issues, we are unable to accept returns, exchanges or offer a refund based on a change of mind, so please choose carefully when ordering. For more information about our returns policy, please see our Terms and Conditions.

Gifts & Customization

Can I customize your gifts?

Yes, in fact, we love creating and designing custom gifts to suit your needs. We can arrange customization for anywhere between 1 and 10,000 gifts.  Our gifts are made at the Charlesworth Factory in Marion, so please allow 2-3 days for individual orders to be processed and created.

Please enquire about order custom gifts at your local Charlesworth store, or contact our friendly sales team to discuss your requirements.

Custom gift pricing: Prices vary depending on the base, ribbon and number of products you would like. We are unable to process custom gift orders online so please contact our sales team who will provide you with a quote. 

Corporate Gifts

I have to arrange corporate gifts for my job, can you assist me?

Absolutely, here at Charlesworth we are specialists in corporate gifts and have over 30 years of experience in this area. Our gift experts can provide advice on what gifts are popular or best suited to your needs. Please see our Corporate Gifts page by clicking here for more information.

Please note: Discounts for large corporate orders may be available, please enquire with our sales team about this. 

Online Payment

How can I pay?

We accept credit/debit card and Paypal for online orders.

I’m worried about giving my credit card information online — is your site secure?

Our site is secure and your credit card information is not stored or collected and cannot be viewed or accessed by Charlesworth Nuts at any time. All credit/debit card payments and information associated with that credit/debit card are handled and processed through Westpac PayPal, a dedicated and highly secure online payment service offered by Westpac Bank. PayPal payments are handled separate from this service byt PayPal is a globally recognised online payment service with strong security and safety measures. Please rest assured that you can shop confidently and safely with Charlesworth Nuts. You can also view our Privacy Policy by clicking here. 

Product information (Gluten free, vegan etc.)

>> Read more about Nuts & Health

Are your products gluten free?

We have many products which are made using gluten-free ingredients.* This is highlighted in the ‘Product information’ section of all of our loose products (online), or you may view the full list here.

Nuts are naturally free from gluten. The chocolate which we use is our own recipe and is made using gluten-free ingredients. Our staff in-store have access to all ingredient lists so please ask for this information as required.

*While we have many products which do not contain gluten as an ingredient, our products are produced,  processed and stored in a factory that produces products containing gluten. Therefore we cannot guarantee that traces of gluten will not be present in any of our products. We apologise for any inconvenience caused.

Do you have any vegan products?

Much of our range is naturally vegan, e.g. nuts, glazed nuts, dried fruit, seeds and much of our cooked nut range contain no animal products. Unfortunately, our chocolate (including dark chocolate) is not dairy-free. The ingredients for each product is listed in the product information section of each product (online), or our staff in-store can provide you with ingredients lists as required.

>> Read more about Nuts & Health

Do any of your products contain palm oil?

We sell two products that contain sustainably sourced palm oil; Yoghurt Apricots and Barbeque Puff Rice Crackers. We always preference products that do not contain palm oil, and always inquire about alternatives, but in some cases, it is not possible to use an alternative. Our priority is then ensuring that the palm oil is certified as sustainably sourced, we will only accept official certification and accompanying documentation to ensure the validity of the claim. We will continue to work towards eliminating palm oil from our range entirely as it becomes possible.