Frequently Asked Questions
I want my order to be delivered at a specific date / time.
If you require delivery on a specific day/ time or multiple locations: please ensure to contact us (email to firstname.lastname@example.org or call 0421 755 152) before completing your order to ensure availability, otherwise we deliver between 12:00 am and 3:00 pm the day after purchase.
Can I send your boxes as a gift to someone?
Absolutely and we love personalising your box. Add a note to your booking or send us an email with your personalised note and we will ensure it is written on the box. Make sure to leave a name at the end of the note so that the recipient knows who the delivery is from as none of our deliveries are presented with the billing or invoice information.
What happens if the recipient is not home when the courier is attempting delivery?
Please make sure to leave a mobile number with your order, if you are ordering for someone else please add both your details so we can make contact if we have trouble delivering. We prefer not to leave orders unattended at the front door as the boxes have perishable goods. Unfortunately, being such a small business, we have a specific delivery route each day and re-deliveries are not currently feasible for us. Therefore it is extremely important for the recipient to be at home on the selected delivery day. Re-delivering will incur an additional delivery fee.
How far in advance do I need to order?
This is completely up to you, we love and appreciate some lead time but we also know most bookings are made last minute. We ask for all orders to be in by 3:00 pm the day prior to delivery day at latest, it means you may run the risk of your date becoming unavailable due to other bookings. We recommend sending us an email just to let us know what date you want and we'll pencil you in.
Same day deliveries are not possible. All our orders are made to order.
I placed my order but want to change the delivery date.
We know plans change sometimes, just make sure to contact us before 3:00 pm prior to the delivery date so we can move your booking.
What are your delivery fees?
Delivery charges are calculated depending on location, we offer free delivery within a 5 km radius of our base in Woollahra and a $5 delivery fee for orders up to 10 km away from our base.
Why can’t I make a booking?
Being a small business we are currently restricted to a delivery radius of 10 km from our base in Woollahra. If you live outside our radius but have a special request, feel free to contact us directly to discuss options. If your date of choice is greyed out we are either fully booked or blocked out.
Do you cater for dietary requirements?
Yes! Contact us to discuss your dietary requirements. However in saying that, if you or the recipient have a severe allergy please be aware that we cannot guarantee our products are completely free of traces of gluten and nuts.
Can I customise a box?
Yes! We absolutely want to make your box special and will always do our best to accommodate all changes/ additions. Just make sure to contact us by email or phone before putting the order through so we can discuss the options.
What is your cancellation policy?
Our refund and cancellation policy is as follows:
- In the case of cancellations notified 3 business days or more, Fromage Sydney will refund the full amount paid. Upon cancellation, refunds are processed within 24 hrs, however please allow about 3 business days for funds to appear in your bank account.
- In the case of a cancellation notified 2 business days or less, Fromage Sydney will retain the full amount paid.
Is your question still not answered?
Don't be shy. Give us a call on 0421 755 152 or send us an email on email@example.com