FAQ's - Donut Empire

FAQ

What time will my delivery arrive?
All our orders are generally delivered by 5pm on the date selected. 

 
What happens if the recipient isn’t home?
If the recipient isn’t at home, a few things will happen:
  1. The courier will leave the goods at the front or back door if the recipient isn't home and there is a safe place to do so
  2. If the driver is unable to leave the package, the box will be sent back home and a re-delivery can occur for an additional fee.

 
What happens if I provide you with the wrong address?
If you provide us with an incorrect address and we deliver your order as per your instructions, then we accept no responsibility for the mistake. 
 
If we are unable to deliver to the address, the order is returned to base. We can redeliver the order at a charge of 50% of the original order cost plus the additional delivery charge.

If we are unable to re-deliver on the same day then you will need to purchase a new box and delivery.
 
How much does a re-delivery cost?
50% of the original order cost plus the additional delivery charge.

Can u deliver to a apartment/unit complex?

Yes we do deliver to apartments and units. Please clearly note the unit number when placing the order. Please ensure that the recipient is home to accept the delivery. If the building is secure, and the driver can not get in, then the box will be returned to base and there will be a redelivery fee charged. IF there is a doorman/onsite management and you wish for us to leave with them (please make sure this is accepted by them first before ordering)
 
Do you deliver gift boxes and bouquets on weekends?
No, Unless advertised for special events eg Fathers Day etc. We deliver Monday to Friday.

 When should I eat the box?
All desserts are done daily. For the best taste and quality, desserts should be eaten on the day of delivery.

Do your boxes have nuts or traces of nuts?
YES !!! ... We use nuts in almost everything we do. We cannot guarantee that a product will not come in contact with nuts. Please contact us to discuss any food allergies or intolerances before making an order
 
When is the latest possible time I can order for next day delivery?
Our cut off is 5 pm the day prior to delivery. We prefer 24 hours notice.
 
I want to order more than 10 boxes - can I contact you directly?
Yep, we love a chat. Email us at admin@donutempire.com.au
 
Do you customise boxes?
Our team have spent months working on perfecting our gift boxes . We can only discuss customisation for orders over 10 boxes. Email us at: admin@donutempire.com.au
 
Can I make changes to my order?
Once you lock it in, you will need to email us to discuss potential changes: admin@donutempire.com.au
 
What methods of payment do you accept?
Credit card and Paypal.
 
What if I want to cancel my order?
Orders can be cancelled prior to 48 hours prior to the scheduled delivery date. Orders that are already prepared, dispatched or in transit cannot be cancelled or refunded.
Cancellation of order incurs a $50.00 administrative fee. Money will be refunded less this fee.
 
If cancellation notice is received at less than 48 hour notice - cancellation is void.
 
A cancellation notice must be placed in email to admin@donutempire.com.au
 
What if I need to request a delivery time?
Due to the volume of orders being shipped, unfortunately this is not an option. 
 
Are there any additional charges?
Yes, there are delivery charges which are calculated at check out.