Customer Service Policy
“To make and sell the best and freshest nuts, fruits and chocolates in Australia while giving memorable service to every Customer, all the time.”
Sale Of Products
All prices are in Australian dollars. Shipping is calculated in your shopping cart. Images are for example only. All prices are subject to change without notice.
Due to the popularity of our gifts, sometimes we may need to substitute their base shape, type or colour (with something as equally stunning) without warning to keep up with demand.
If your order is to be delivered in the Adelaide metropolitan area we will endeavour to have our own drivers deliver your order. Generally we only deliver Monday to Friday during regular business hours, but occasionally make exceptions closer to Christmas. In the instance that we are not delivering your order, the general recommendation from Australia Post for standard delivery outside of Adelaide is (once you have been notified that your order has been shipped) to please allow up to 3-7 working days for it to reach its destination. Australia Post does NOT offer refrigerated delivery.
Hot Weather Policy
We will do everything we possibly can to prevent an obvious chocolate meltdown, but please be aware that Charlesworth Nuts can take no responsibility for chocolates melting during the delivery of the products as this does not qualify as a defective product.
Defective Products Received
If you receive any defective products, you must call us within 3 days of receiving your order on either our toll free number 1300 724 488 or at Head Office on 8296 8366 (if in Adelaide) otherwise the complaint will not be processed. If a defect is confirmed, we will promptly provide you with a refund or exchange the product upon its return to us. Receiving defective product is an extremely rare occurrence, but rest assured if there is an issue we will resolve it as quickly as possible. You will not be charged an additional shipping fee when we ship your replacement product.
Returns and Exchanges
We trust that you will be completely satisfied with your order, however we realise that problems do sometimes occur.
Please be aware that Charlesworth Nuts can take no responsibility for orders lost or damaged by the postal or courier service. If your products were damaged during the delivery process using the service of an independent carrier, please contact the relevant carrier to report the damage. If your products were damaged during the delivery process using a Charlesworth Nuts company owned vehicle please contact us on our toll free number 1300 724 488, or at Head Office on 8296 8366 (if in Adelaide) and we will arrange to replace your product.
Do you have alternate product choices in place of chocolate products for your gift baskets?
Most of our chocolate gift baskets have a non chocolate option that can be purchased online. All our milk chocolate products that have a low melting point are replaced with products of equal value that are safer to deliver in hot weather.
All deliveries outside of Adelaide are sent via Australia Post and are not refrigerated. Because of this it is not always practical to send chocolate during hot weather periods.
We can organise personal delivery within the Adelaide metro area using one of our refrigerated trucks.
If we are experiencing hot weather and you still wish to order chocolate products from us we will contact you to discuss if it’s practical to hold the order and arrange the delivery once the weather becomes cooler.
When you are finalising your order you can make a comment in the comments section of the checkout pages stating that you are happy for us to hold your order until the weather is cooler. This makes our decision on the time frame for delivery of the order easier, but regardless we will always try to keep in contact with you about the status of your delivery.
If we believe that your order is going to melt then we will contact you and make sure you are still happy to have the order sent.