Shop Terms & Conditions

Store Policy and Shipping Terms & Conditions

Shipping 

 

Our shipping location is Alexandria NSW

A dispatch notification email with courier tracking information will be sent to you upon dispatch to allow you to track the progress of your delivery – call us on 9259 5600 if you have any queries or concerns

Authority to Leave

  • Unless otherwise indicated by you on the checkout page, deliveries will automatically be labelled with authority to leave (ATL)
  • If the recipient is not available to receive the delivery, our courier will leave it with someone else at the address or in a secure location unattended at the address
  • If no one is available to receive the delivery, and there is not a secure location at the property for the parcel to be left, the courier will leave a card either:

–  Requesting the recipient to arrange re-delivery by phone or online, or;
–  Advising the recipient that the parcel has been taken to the nearest post office or newsagent for pickup

  • Please note that with ATL Fratelli Fresh and our couriers cannot accept any responsibility or liability on the rare occasion that a consignment is lost or stolen after our couriers have recorded the package as ‘successfully delivered.

Deliveries returned to us

  • Occasionally a hamper will be returned to us for one of the following reasons:

–  a card was left but there was no response from the recipient to arrange re-delivery
–  a card was left but the recipient did not pick the package up from the post office or newsagent
–  the recipient is not known at that address or has moved
–  address details are incorrect or insufficient
–  the recipient was in a hospital or hotel and has been discharged or checked out

  • If a parcel has an incorrect address, our couriers are unable to call the recipient to verify, and instead the parcel will be returned to us
  • Hampers cannot be re-directed while in transit and will need to be returned to us before being sent to the new/correct address
  • We will inform you via email within one week of the hamper being returned to us
  • An applicable re-delivery fee will be passed on to you to facilitate the delivery of the hamper to the same or an alternative address
  • Due to the nature of our hampers, orders returned to us for any of the reasons mentioned above cannot be cancelled and refunded

Returns, Cancellations and Refunds

  • If you have any queries or concerns with the hamper(s) you have sent or received, please call our customer service team on 9259 5600 or email [email protected]
  • In the event that your hamper or its contents arrive damaged or faulty, we will happily replace, exchange or issue a credit depending on the extent of the damage
  • We will require photos so that we can better understand the extent of the damage or issues with the product
  • If it is necessary for the product to be sent back to us due to damage or being faulty, we will email you a return label to cover the cost of the shipping
  • We will not be able to replace, exchange or issue a credit for any product that has been dispatched for more than 30 days
  • Please note that refunds will be credited back to the original credit card or Paypal account used
  • Orders cannot be cancelled once they have been prepared and are with our couriers for delivery

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