Food Safety & Returns

Due to food safety requirements, we are unable to accept returns of food products once they have left our control. This includes products that have been opened, partially consumed, stored incorrectly, exposed to heat, or handled after delivery. 

If you have an issue with your order, please contact us before attempting to return any products.

Change of Mind

Please choose carefully before placing your order. We do not offer refunds, exchanges, or store credits for change of mind purchases.

Temperature-Sensitive Products

Chocolate is a temperature-sensitive product and may soften or melt when exposed to heat. 

Customers can select either Standard or Express Shipping at checkout and may choose to add thermal protection where available.

During warmer weather, we strongly recommend selecting Express Shipping and adding thermal protection to reduce the risk of heat-related changes during transit.

Customers who choose not to purchase the recommended shipping and thermal protection options acknowledge that products may be exposed to conditions that increase the risk of softening or melting during transit.

While we take reasonable care in packaging orders for transport, we cannot guarantee products will remain unaffected by extreme temperatures, carrier delays, or conditions encountered after collection by a third-party courier.

Delivery Timeframes & Delays

Delivery timeframes are estimates only and are not guaranteed.

We are unable to guarantee delivery by a specific date unless this has been expressly agreed in writing.

Customers ordering for gifts, events, holidays, or other time-sensitive occasions should allow additional transit time.

Jala Jala is not responsible for delays caused by third-party carriers, weather events, transport disruptions, public holidays, industrial action, or other circumstances beyond our reasonable control.

Delivery & Storage After Arrival

Once a parcel has been marked as delivered by the carrier, customers are responsible for ensuring the order is promptly collected and stored in accordance with any storage instructions provided.

Jala Jala is not responsible for products affected by heat or other conditions after delivery has occurred.

Incorrect Delivery Information

Customers are responsible for ensuring all delivery information provided at checkout is accurate and complete.

Orders returned due to incorrect, incomplete, or undeliverable addresses may incur additional shipping charges before they can be re-dispatched.

Refunds will not be provided where delivery issues arise from incorrect information supplied by the customer.

Damaged, Incorrect or Faulty Products

If your order arrives damaged, incorrect, defective, or you believe it does not meet consumer guarantees, please contact us in writing within 48 hours of delivery.

To help us assess the issue, we may request:

• Your order number;
• A description of the issue;
• Clear photographs of the product;
• Photographs of the packaging; and
• Photographs of the shipping label.

Where appropriate, Jala Jala may provide a replacement product, store credit, or refund in accordance with Australian Consumer Law.

Lost or Missing Parcels

If your parcel appears to be lost in transit, please contact us as soon as possible.

We will work with the relevant carrier to investigate the shipment. Resolution timeframes are subject to the carrier’s investigation process.