FAQ

  • Are your products all Australian?
    • All of our suppliers are Australian producers however the ingredients they use may be partly sourced from outside of Australia.

  • Where do you deliver to?
    • We deliver to all residential addresses in Queensland, New South Wales, Victoria and South Australia. Please contact us on hello@thegourmetshelf.com.au if you are wanting delivery to area’s outside of this so we can access our ability to do so.

  • How much is delivery?
    • Delivery is charged  

  • How will my order be packed?
    • Our primary focus is to ensure your bundle arrives in good condition and is packaged accordingly. Whilst our bundles are not marketed as hampers or gifts, they are presentable enough to be used as such.

  • Are your bundles hampers or gifts?
    • The purpose of our bundles is to provide consumers access to our range if local retailers aren't stocking our products. However, there is no reason why our bundles couldn't be gifted to someone. 

  • Do you have vegan or gluten free products?
    • Yes, some of our products are vegan and/or gluten free. All relevant allergens and dietary indicators are clearly published.

  • Can I change my mind after placing an order?
    • Once an order has been picked and packed for collection it is not possible to change your order. If we are contacted immediately after placing your order then we may be able to make a change however this is not guaranteed. 

  • Can I change a delivery address once I've placed an order?
    • Similar to making changes to products you have selected, it is very difficult to change an address once your order has been picked for dispatch. It is your responsibility to ensure the correct delivery address has been selected. It may be possible to redirect a delivery while it is in transit, however this is not guaranteed.

  • What time will my delivery arrive?
    • We can’t specify an exact delivery time however delivery will be before 7pm on the day of delivery. 

  • What if no one is home to receive the delivery?
    • If no one is home, the courier will either leave the parcel in a safe place, or if they feel it isn't safe to do so, they will bring the parcel to a drop-off location, like your local Post Office for collection.

  • I live outside of Australia, can I order a bundle and have it delivered to someone in Australia?
    • Yes absolutely. You can order our bundles from anywhere in the world and have it delivered to one of our published delivery locations. 

  • What happens if my order arrives damaged? 
    • Whilst we can control the condition in which your order is packaged, we can’t control the care and attention during transit. If your order has arrived damaged, please take a photo and submit it to hello@thegourmetshelf.com.au within 24 hours of receipt.

  • What happens if my order doesn’t get delivered?
    • Please initially contact the courier using the tracking information you have received from us. If you are unable to get a response from the courier then please contact us on hello@thegourmetshelf.com.au. Please ensure you keep a record of all communication with the courier to assist with our investigation. 

  • What is your refund policy?