Shipping
Where do you ship to?
We ship Australia wide, however please note we do not ship to PO boxes.
How long does shipping take?
We require 2-4 business days to process orders for dispatch. We do not dispatch on weekends or public holidays. While we do our best to ensure your order is delivered on time, Crumble Foods cannot be held responsible for unforeseen circumstances. This includes severe weather, delivery service interruptions, heavy traffic etc.
What if i am not there to receive my order?
Your order should remain in good condition as long as it is not exposed to excessive heat and direct sunlight.
During warmer seasons, we recommend having your order shipped to a location where someone can receive the package promptly. In the summertime, we include ice packs in our shipments to ensure that our products reach you in their pristine state. Please be aware that chocolate is sensitive to high temperatures, and while we take precautions, we cannot guarantee that our products will arrive in perfect condition during warm months. If your items arrive slightly softened, placing them in the freezer for an hour can help. They may not retain their original appearance, but their taste will remain unchanged. It's important to note that all online orders are shipped with Authority to Leave at the customer's specified shipping address.
Returns
Refund Policy
We value your satisfaction and want to ensure you have the best experience with our products. This Refund Policy outlines our procedures for refunds, returns, and exchanges.
1. Eligibility for Refunds:
We offer refunds, returns, or exchanges on a case-by-case basis for the following circumstances:
a. Quality Issues:
- If you receive a product that is damaged, defective, or does not meet the quality standards you expected, please contact us within 48 hours of receiving your order.
- We may request clear photos or other evidence to assess the issue and determine eligibility for a refund or replacement.
b. Incorrect Items:
- If you receive an incorrect item or flavour in your order, please contact us within 2 days of receiving your order.
- We will provide instructions for returning the incorrect item, and upon verification, we will either refund your purchase or send you the correct item.
2. Non-Eligible Refunds:
We do not offer refunds or returns for the following circumstances:
a. Change of Mind:
We cannot accept returns or issue refunds if you change your mind about your purchase.
b. Delayed or Lost Shipments:
While we make every effort to ensure your order arrives on time, we are not responsible for delays caused by shipping carriers or for lost shipments.
If you experience issues with delivery, please contact the shipping carrier or let us know, and we will assist in tracking your package.
How do I return an item?
To request a refund or return for an eligible issue, please follow these steps:
a. Contact Us:
Send an email to hello@crumblefoods.com.au within 48 hours.
Provide your order number, a detailed description of the issue, and any supporting evidence (photos, if applicable).
b. Assessment:
Our customer support team will review your request and may ask for additional information or evidence.
We will notify you of the approval or denial of your refund or return request.
c. Refund/Return Process:
If your request is approved, we will provide instructions for returning the product or processing the refund, as applicable.
4. Processing Times:
Refunds and returns will be processed as promptly as possible, typically within 2 days of approval. The time it takes for the funds to appear in your account may vary depending on your payment method and financial institution.
5. Contact Information:
If you have any questions or concerns about our Refund
Policy, please contact us at hello@crumblefoods.com.au
6. Changes to this Policy:
We reserve the right to amend or update this Refund Policy at any time. Any changes will be posted on our website, and the revised policy will apply to all orders placed after the effective date.
By making a purchase from Crumble Foods, you acknowledge that you have read and agreed to this Refund Policy.
PRODUCT
Do your products need to be refrigerated?
Our products are stable at room temperature, however chocolate coated items are best kept below 18degrees and away from direct sunlight.
What if I have an allergy?
All Crumble products contain no dairy, eggs, or gluten. However, majority of our products are made with almonds and are manufactured in a facility that processes peanuts and tree nuts.
Are Crumble products vegan?
Yes, every single Crumble products is completely vegan. As a precaution we state that our products may contain traces
of milk due to some ingredient suppliers using sharing equipment.
Why do your products contain cane sugar?
We use a mix of natural sugars & syrups such as brown rice syrup, organic raw sugar, brown sugar and inverted syrup. We believe everything should be enjoyed in moderation! We don’t use artificial sweeteners as we wouldn’t eat them ourselves – we would rather eat sugar from a plant.