At Jala Jala, we take care to pack our products so they arrive in the best possible condition. Many of our products, particularly chocolate, are temperature-sensitive and require additional consideration during transport.

Retail Shipping Rates

We deliver Australia-wide.

Our standard shipping options are:

• Standard Shipping: Flat rate of $15

• Express Shipping: Flat rate of $20

Available shipping options and any additional thermal protection options will be displayed at checkout.

Order Processing & Dispatch

Our standard order processing time is 2–5 business days. Processing time is separate from the carrier’s delivery timeframe.

Selecting Express Shipping applies to the delivery method only and does not shorten our standard processing time unless expressly stated.

Due to the temperature-sensitive nature of chocolate, we generally dispatch orders Monday to Thursday to reduce the risk of parcels remaining in courier facilities over the weekend.

Orders placed later in the week may therefore be held for dispatch on the following Monday or next suitable business day.

During periods of extreme weather, we may delay dispatch where we reasonably believe doing so will help protect the quality of your order. Where practical, we will communicate significant dispatch delays.

Delivery Timeframes

As a general guide, customers can expect:

• Metro areas: approximately 3–6 business days from the date the order is placed
• Regional areas: approximately 5–9 business days from the date the order is placed

These timeframes include typical processing and delivery periods and are estimates only.

Orders may be shipped using Australia Post or another suitable courier depending on the destination, product and delivery service selected.

Once your order has been dispatched, you will receive tracking information where available.

Carrier delays can occur and may be outside Jala Jala’s reasonable control. If you believe your parcel is significantly delayed or missing, please contact us so we can assist with an investigation.

Express Shipping

Selecting Express Shipping provides an expedited carrier service after dispatch.

It does not guarantee same-day dispatch or delivery by a particular date unless Jala Jala has expressly agreed to this with you in writing.

If you are ordering for an event, gift, holiday or other time-sensitive occasion, we strongly recommend allowing additional time.

Temperature-Sensitive Products

Chocolate can soften, melt or otherwise change when exposed to heat.

We take reasonable care when preparing temperature-sensitive products for transport, including using appropriate packaging and insulation where suitable.

During warmer conditions, we strongly recommend:

• selecting Express Shipping; and
• adding available thermal protection or ice packs to your order.

These options are intended to reduce transit time and temperature exposure but cannot guarantee that chocolate will remain completely unaffected by extreme temperatures or unexpected carrier delays.

Where a customer chooses not to use recommended Express Shipping or available thermal protection, this may be taken into account when assessing a complaint relating to heat exposure during transit.

Nothing in this policy excludes or limits any rights or remedies you may have under the Australian Consumer Law.

Receiving Your Delivery

Please provide a secure delivery address and, where possible, ensure someone is available to receive or promptly collect your order.

Tracking updates and delivery estimates may be provided by email or SMS where contact details are available.

Delivery procedures, including signature requirements, safe-drop options and collection arrangements, are determined by the relevant carrier and may vary.

Requests for a driver to call before delivery or deliver at a specific time cannot be guaranteed.

After Delivery

Once your parcel has been delivered, please collect it promptly and store the products according to the storage instructions provided.

Jala Jala cannot accept responsibility for deterioration caused by products being left unattended after delivery, stored incorrectly or exposed to unsuitable conditions after delivery, except where otherwise required by law.

Incorrect or Incomplete Addresses

Customers are responsible for ensuring delivery information provided when ordering is accurate and complete.

If an order cannot be delivered because the address supplied was incorrect, incomplete or otherwise undeliverable, additional shipping charges may apply before the parcel can be re-dispatched.

We do not provide refunds for delivery issues caused solely by incorrect or incomplete delivery information supplied by the customer, except where otherwise required by law.

Lost or Missing Parcels

If tracking indicates that your parcel may be lost or significantly delayed, please contact us as soon as possible.

Jala Jala will work with the relevant carrier to investigate the shipment.

Investigation and resolution timeframes may depend on the carrier’s processes.

Wholesale Shipping

Wholesale orders are subject to applicable minimum-order requirements.

Shipping charges will be calculated according to the order and delivery requirements.

Wholesale orders are generally fulfilled and dispatched from our distribution facility on scheduled dispatch days.

If we are unable to fulfil a wholesale order within 14 days, we will contact you to discuss the order.

Approved wholesale customers may arrange collection from our Cranbourne West, Victoria distribution facility or use their own courier by prior arrangement.

Any customer-arranged courier service becomes subject to the agreed collection and transport arrangements once the goods have been collected.

Wholesale delivery issues should be reported to Jala Jala as soon as reasonably possible so we can investigate and determine the appropriate resolution.

Problems With Your Order

If your order arrives damaged, incorrect or faulty, or you believe there is another problem with your order, please refer to our Returns, Refunds & Customer Resolution Policy and contact us as soon as possible.

Nothing in this Shipping Policy is intended to exclude, restrict or modify rights available under the Australian Consumer Law.