In order to process and fulfil your order in a timely manner, please ensure the following information is provided in full and correctly:
- Your full name
- Email Address
- Contact phone number
- Billing address
- Delivery address (must be a valid street address. We do not ship to post office boxes)
- Recipients full name (if recipient is not you)
- eWAY account details.
TIMES & COSTS
Please allow up to seven (7) business days delivery of your order from dispatch. All orders are delivered by our nominated Delivery Service Providers as listed below and a signature will be required on delivery:
For deliveries within Australia and International deliveries we use DHL. If you have any specific questions or information relating to Couriers Please and their services please visit their website dhl.com.au
Cocoa and Vanilla strives to ensure product availability shown on the website is correct at all times, however it is possible that a product may go out of stock at the time of your order placement. If a part or all of your order is on backorder you will be contacted by email or phone with details of the backorder items and an estimated shipping date. Items placed on backorder that formed part of a larger order will be shipped with no additional shipping charges. If you choose not to wait for the product you have the option to either:
- Exchange the item on backorder for another Cocoa and Vanilla product
- Cancel the order and receive a full refund of the retail price
During traditionally busy times of the year such as Christmas, Cocoa and Vanilla will do everything we can to despatch your order so that it is received within our standard delivery window, however orders may be delayed due to very high volume of orders and postal / delivery transactions.
Unless specified by you at the time of order that you wish your order delivery to be insured, all packages are by default uninsured and Cocoa and Vanilla assumes no liability for loss, damage or breakage.
All shipping fees are automatically calculated and added to your total purchase price at the time of purchase. These costs are clearly stated on the transaction record as shipping fees.
TRACKING YOUR ORDER
When your online purchase is complete you will receive an email containing your order confirmation and delivery details.
If tracking is available on your order we will provide these details to you on request. If you have any queries about your order you can contact us via email, phone – Cocoa and Vanilla contact details can be found on the Contacts Page of our website.
LOST OR DAMAGED GOODS
The risk of loss and title for all products purchased via the site pass to you upon delivery of the item to the delivery service provider (as listed above).
If your order is lost or damaged in transit, please email us at [email protected] within 14 days of estimated delivery so that we may assist you.
If items are missing from your order or if the goods are not as ordered, please contact us at [email protected] within 14 days to report the error so we can assist you.
Overseas Customers please note Cocoa and Vanilla takes no responsibility for additional fees incurred in the shipping of your items, including importation fees, duties and taxes. Please be aware of your countries importing regulations.
Cocoa and Vanilla recommends you take out additional insurance cover when shipping overseas. Please contact us at [email protected] so we can assist you.
RETURNS AND EXCHANGES
OUR RETURNS POLICY
Cocoa and Vanilla does not provide refunds on any purchase unless the items are faulty or not as ordered. In all other cases you can exchange the item ordered for another in our range. If you have a particular question in relation to your order please contact us at [email protected] within 14 days of delivery the items. Returns will be accepted on any faulty or wrongly described merchandise returned to us within 14 days of delivery.
We are unable to offer returns on sale items unless faulty or wrongly described.
HOW TO RETURN OR EXCHANGE AN ITEM
To return a damaged or faulty item, or an item shipped to you that is not as ordered please contact us at [email protected] within 14 days of delivery. You will be provided with a return authorisation number via email. Please include a copy of this email reply with the items you are returning and send to:
Cocoa and Vanilla Pty Ltd
PO Box 7784
BAULKHAM HILLS NSW 2153
Please ensure your return parcel is securely packaged and both sender’s address and Cocoa and Vanilla’s return address are clearly displayed on the outside of the parcel.
To avoid delivery problems, we encourage sending your return back by registered post. Please allow two weeks from the day your parcel is delivered to our distribution centre for your account to be credited.
Once we have processed your return we will notify you via the email address provided with your original online order.
Customers are responsible for paying postage to return items. Currently we are unable to offer exchanges on returned items via post. If you would like a different precious metal or size or a different item you will need to place a separate order.
COCOA AND VANILLA TERMS & CONDITIONS
This website cocoaandvanilla.com.au is the property of Cocoa and Vanilla Pty Ltd (ACN: 159882890) (“Cocoa and Vanilla”), an Australian company.
If you purchase anything from this website you are accepting the terms and conditions within this website including Cocoa and Vanilla Terms and Conditions, any relevant and any Delivery Service Provider Terms & Conditions.
You should review these terms and conditions prior to purchase. Please contact us if you have any questions at [email protected]
Cocoa and Vanilla may vary these terms at any time. Any variations become effective on posting to this website.
Sales of Products to End Users Only
Cocoa and Vanilla sells products from the site to end-user customers who purchase only for their own personal, non-commercial use. You may not purchase products for further distribution or resale or for any other commercial or business purpose.
The recommended retail price for the products are clearly displayed on the Cocoa and Vanilla.com website next to the products and at checkout. Shipping fees are automatically calculated and added to your final invoice and are clearly shown on the transaction record prior to checkout. Unless otherwise stated, all prices quoted are in Australian dollars. All purchases are invoiced in Australian dollars.
Where applicable prices quoted are inclusive of Australian goods and services tax (GST).
For international purchases outside Australia, any customs or import duties are charged once the parcel reaches its destination country. Cocoa and Vanilla use a duty calculator which estimates and adds duty to your invoice.
However, Cocoa and Vanilla has no control over these charges and we cannot tell you what the precise cost would be, as customs policies and import duties vary widely from country to country.
Consider contacting your local customs office for current charges before you order, so you are aware of the precise charges for your purchase.
Pricing for Cocoa and Vanilla products does not include shipping costs, which can be found on Cocoa-and-vanilla.com
We use and recommend eWAY to process all payments on our site. Please refer to eWAY directly at eway.com.au if you have any queries relating to making payments using eWAY.
On processing your order, we must authorise the full amount of the payment, including delivery. Before despatching your order we will debit your eWAY account for the authorised amount. You will receive a confirmation email when the payment has been processed.
Product prices displayed and shipping costs do not include any applicable duties and taxes which may be payable. Please be aware of your country’s importing regulations as you are entirely responsible for payment of any duties or taxes. Cocoa and Vanilla has no control over and takes no responsibility for these additional fees.
You or the recipient of the order will be responsible for all / any import duties and taxes that may be collected from the local government. All fees must be paid to release the order from your local customs. For questions regarding customs fees, please contact your local government.
At Cocoa and Vanilla we are committed to protecting your privacy and complying with the National Privacy Principles. We maintain the privacy of your information using up to date and secure technology.
Information You Provide
To process and fulfil your order, we need to know your;
- Email Address
- Phone Number
- Billing Address
- eWAY Account details
If you are not sending the order to your Billing address, we also need to know the;
- Recipient Name, if not you
- Delivery Address
We will keep your name, email, phone number and address in our database.
We will not keep any credit card details.
We will not use or disclose the information you give us about yourself except:
- when legally required to do so;
- for the purpose you give us the information;
- a purpose related to that reason;
- or another purpose to which you have consented.
Unless you have told us otherwise, we may also use your personal information to send you notices or emails about special offers, new products, services, promotions, and other information. You may elect not to receive these offers and information at any time by unsubscribing on the site.
How We Protect Your Information
We are committed to protecting the information we receive from you. We follow high grade technical and management practices to help protect the confidentiality, security and integrity of data stored on our system. While no computer system is completely secure, we believe the measures we have implemented reduce the likelihood of security problems to a level appropriate to the type of data involved. We have implemented commercially reasonable precautions, which are designed to protect your information from unauthorised access, disclosure, use and modification. From time to time, we review our security procedures to consider appropriate new technology and methods. Please be aware though that, despite our best efforts, no security measures are perfect or impenetrable. In addition, only those employees and third parties who need access to your personal information in order to perform their duties are allowed such access. You should take steps to protect against unauthorised access to your, phone, and computer by, among other things and signing off after using a shared computer. Also, you should never share your log-in information with others.
Sometimes we will need to give your details to someone else. Those third parties will be bound by the Privacy Act and maintain their own policies which can be found on their web sites.
We may, from time to time, use the services of agents, contractors or third party service providers for the purpose of providing administrative, telecommunication, computing or other services (including email promotions) in connection with the operation of Cocoa & Vanilla. These external service providers are under contractual agreement not to disclose information and to keep it confidential and secure.
If you consent to receiving Cocoa and Vanilla special offers, Cocoa and Vanilla may use your personal information to provide special offers from third parties. Where such special offers are sent to you, they will be sent by Cocoa and Vanilla and may be co-branded with the third party. You may opt out from receiving Cocoa and Vanilla special offers at any time by logging onto the Cocoa and Vanilla website and updating your preferences.
We reserve the right to perform statistical analyses of user behaviour and characteristics in order to measure interest in, and use of, the site. We may provide aggregated data from these analyses to third parties. Although Cocoa and Vanilla may have links to other sites, we do not take any responsibility for their privacy policies and content.
Cookies are used to collect information such as the number of unique visitors, how long these visitors spend on the website and the date and time of the visit. This non-personal information may be collected and aggregated.
We also may use third-party website analytics tools that collect information about visitor traffic on the Sites. The information we may collect by automated means includes:
- Information about the devices our visitors use to access the Internet (such as the IP address and the device, browser, domain name and operating system type)
- URLs that refer visitors to our sites
- Dates and times of visits to our sites
- Information on actions taken on our sites (such as page views and site navigation patterns)
- A general geographic location (such as country and city) from which a visitor accesses our websites
- Search terms that visitors use to reach our sites and the webpage that led you to the Sites
Information Collection and Use
The information we collect from you is used to conduct transactions with you, including fulfilling your purchases of our products, to send you information or content in which you may be interested, and keep you abreast of any updates related to our site. We also use this information to personalise and continually improve our site, services and your experience with them.
Information Collected Upon Registration
You may browse our site without registering. If you would like to place an order, we do not require you to register with us on the site.
In some circumstances, such as making a purchase of our products, we will request that you provide your credit card or acceptable payment option and your billing address and shipping address. We neither store nor have records of your payment information. Please see above for more details.
We may also collect personal information to assist in identifying ways in which we can provide you with a better service, or enhance your experience of our website and mobile site.
Unless you tell us otherwise, Cocoa and Vanilla may use personal information about you for marketing and research purposes. You can let us know at any time if you no longer wish to receive marketing material. Please note that we may still need to use your personal information to provide you with the products you have requested from us as a customer.
Our website may contain links to online forums. Think carefully before you post or publish any personal information in these forums as it will be publicly available.
Links to other websites
Sometimes our website contains links to third party websites, for your convenience and information. When you access a non-Cocoa and Vanilla website, please understand that Cocoa and Vanilla is not responsible for the privacy practices of that site.
INDEMNITY, DISCLAIMER & LIMITATION OF LIABILITY
You hereby agree to defend, indemnify and hold Cocoa and Vanilla harmless from and against, any and all losses, liabilities, damages, and/or claims (including, without limitation, legal fees and costs) arising from your breach of this agreement, or otherwise arising from your use or misuse of the site, content or products.
You agree that your access to, and use of, this site is subject to these terms and all applicable laws, and is at your own risk. This site and its contents are provided to you on “as is” basis, the site may contain errors, faults and inaccuracies and may not be complete and current.
Cocoa and Vanilla makes no representations or warranties of any kind, express or implied as to the operation of this site or the information, content, materials or products included on this site, except as otherwise provided under applicable laws.
Neither Cocoa and Vanilla, nor its affiliates, directors, officers, employees, agents, contractors, successors or assigns will be liable for any damages whatsoever arising out of, or in any way related to, the use of this site and any other site linked to this site. This limitation applies to direct, indirect, consequential, special, punitive or other damages you or others may suffer, as well as damages for loss of profits, business interruption or the loss of data or information.
Limitation of Liability
To the extent permitted by law we will not be liable for any breach of these terms or in negligence or in any other tort or for any other common law or statutory cause of action arising in relation to these terms, the site or the content available through the site. To the extent permitted by law we will not be liable for any direct, incidental, consequential or indirect damages, loss or corruption of data, loss of profits, goodwill, bargain or opportunity or loss of anticipated savings resulting from your access to, or use of, or inability to use the site and its content, whether based in contract, tort, negligence, statute or any other legal theory, and whether or not we know of the possibility of such damage. If a jurisdiction does not allow the exclusion or limitation of liability in accordance with the foregoing, but allows a limitation of a certain maximum extent then our liability is limited to that extent.
Cocoa and Vanilla cannot guarantee that any file or program available for download and/or execution from or via this site is free from viruses or other conditions which could damage or interfere with data, hardware or software with which it might be used. You assume all risk of use of all programs and files on this site, and you release Cocoa and Vanilla entirely of all responsibility for any consequences of its use.