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RETURNS, EXCHANGES, AND OUR 100% SATISFACTION GUARANTEE

Our business is based on the quality of the products we sell and the reputation we've earned. Pink Frosting's 100% Satisfaction Guarantee means you never have to worry when you order from us. If for any reason you're not happy with anything you buy from us simply return it within 7 days of receipt of the product for a prompt exchange or credit to be used in our store within 12 months (your choice). No hassles, just great customer service - the kind you would expect from the very best companies.

Our generous return policy does not apply to items returned after your event date, items that cannot be returned for hygiene reasons (including underwear, earrings and swimwear) or personalised items. Returns policy does not apply to sale items. Items purchased at sale prices cannot be exchanged or refunded. A restocking fee may be charged at our discretion. We will communicate any charges with you.

If you have purchased the wrong size or colour, or you are not entirely happy with your purchase, Pink Frosting will offer an exchange or credit note to the value of the items purchased, under the following conditions:

• All products must be returned within seven days of receipt.
• The product(s) must be as new (unused and undamaged) and with their original packaging intact.
• No returns or exchanges on personalised, custom coloured or sale items
• No returns or exchanges on bulk orders of 40 items or more

To organise an exchange or credit note, email customerservice@pinkfrosting.com.au with the following details: Your Name, Order Number, Product Name/Code, Reason for exchange.

Apart from returns for damaged products, all products must be returned to Pink Frosting in a saleable condition. It is the customer's responsibility to ensure that all returns are packaged so as to prevent damage in transit. Please enclose a copy of your receipt and the return form.

In the unlikely event that a product is damaged in transit to you, please send us a digital photograph (2MB or less) of the damaged goods by email, quoting your order number and the product item within seven days of receipt of the item to:  customerservice@pinkfrosting.com.au.  Our Customer Service Manager will then contact you to speak about an appropriate solution for you.

When a product is returned to us, Pink Frosting offers an exchange for goods to the same value or a store credit to the value of the items purchased. Delivery costs (including packaging and handling fees) are not refundable.  Our exchange policy does not apply if the product(s) have been used, worn, soiled or damaged. We reserve the right to refuse a return on any product that does not meet these requirements. It is suggested that you insure your return package as Pink Frosting cannot be held responsible for any product lost or damaged in the post.

Please ship your prepaid packages to:

Pink Frosting
35 Whyalla Street
Fyshwick ACT 2609
AUSTRALIA

SHIPPING

Current Order Timing

• Party & Non-Personalised orders: 1-14 days, depending on your location. Shipping will take longer to remote and non-metropolitan locations, and will be quicker to metropolitan East Coast locations.
• Personalised (eg engraved or specially printed items) and Custom Coloured Items: 4 weeks
• Personalised Stationery (where we are printing your details on the stationery): 3 – 6 weeks (please contact us if your require your order urgently)
• Large Quantity Orders and Out of Stock Items: Up to 4 weeks.

Pink Frosting uses Star Track Express for its deliveries within Australia and DHL for international orders. These courier services ensure the security of your items, fast delivery and quality of service. 

You must provide us with an address that our courier can deliver to on the first attempt - either an address where someone will be to sign for the package or instructions on where the parcel can be left.  Redeliveries can be organised at your cost. So you know when to expect your parcel, tracking details will be emailed to you as soon as your order is dispatched.

Delivery Charges:

Australia

Standard Deliveries by Express Courier:

• Orders Less than $100 -       $9.50
• Orders up to $200 -             $16.00
• Orders up to $350 -             $22.00
• Orders over $350 -              $27.50

If you need your items delivered same day or overnight, please contact us for a quote on 1300 855 633 or info@pinkfrosting.com.au

* Please note that due to recent issues with standard post deliveries, Pink Frosting no longer delivers items by standard postal services. We need to guarantee our quality products are delivered to you efficiently and in good order, so a standard courier service is now in place.

You must provide us with an address that our courier can deliver to on the first attempt - either an address where someone will be to sign for the package or instructions on where the parcel can be left.  Redeliveries can be organised at your cost. So you know when to expect your parcel, tracking details will be emailed to you as soon as your order is dispatched.

Wholesale order shipping is charged at the rates above or at cost, whichever is greater for both Australian and international destination orders.  The Pink Frosting dispatch team will contact you before shipping if the delivery costs exceed the standard delivery charge. 

International Orders

International orders are shipped at the cost price of sending your items by international courier services.  Pink Frosting can provide you with a quotation for the shipping costs once we know which items you would like shipped and to which destination.

Our website will charge you the standard costs as follows and our dispatch team will contact you if further charges are required.

New Zealand: $25.00

Asia/ Pacific: $36.50

USA/ Canada/ Middle East: $49.95

Rest of the World: $55.00

We can, on request, ship your products to your venue, hotel or overseas wedding destination. Please contact us to discuss transit costs.

In order to offer you the greatest value, we strive to keep our shipping and processing charges as low as possible. We are always working to reduce the costs and increase the efficiencies of shipping and processing so that we can continue to charge as little as possible to offset the costs of getting your package to you undamaged, on time, and exactly as you ordered it. Costs associated with shipping and processing include the following:

1. Boxes, tissue paper, air pillows, bubble-wrap, etc.
2. Our employees who assemble the items for your order
3. Our employees who carefully package your order and process it for pick-up by Startrack Express
4. The fees that we pay Startrack Express to deliver your order to you
5. The delivery charges that are passed on to us by vendors who drop-ship your order to you
6. Computer and software systems that allow us to link directly to the delivery company. Linking directly speeds up the delivery of your package, allows us to ship such a high volume of packages efficiently, and allows us to provide you with important tracking information about your package.

PAYMENT

Goods will be dispatched upon receipt of order form and processing of payment. If you pay by electronic funds transfer, please include a print-out of the transfer receipt. Goods paid for by cheque, money order or direct deposit will not be dispatched until payment has cleared. Please consider this may take up to 7 working days in some cases. All transactions are in Australian Dollars.

If you have any other queries, please phone us on 1300 855 633 or email us at info@pinkfrosting.com.au

PRICING

Prices are listed in Australian Dollars and include GST(10%). We reserve the right to change prices at our discretion.

PRIVACY

Pink Frosting respects your privacy and will keep all of your personal details secure and confidential. Any information you submit is only used in order to process your order. Your personal details will not be sold, exchanged, or disclosed unless required by law. Your information will be used to process orders only. Should you wish to be removed from our mailing list, please email us at info@pinkfrosting.com.au with "Unsubscribe" in the subject line.

ADDITIONS OR CHANGES TO YOUR ORDER

Please note that once you place an order, your order cannot be altered.  If you wish to make additions to your order, we ask that you place a new order. If you have any questions about this, please email us at info@pinkfrosting.com.au or call us on 1300 855 633.

AVAILABILITY OF STOCK

Pink Frosting strives to keep all items in stock in quantities to meet your requirements; however like with all retail businesses, some items will sometimes run low, be discontinued without the knowledge of Pink Frosting or be backordered by our supplier.  If an item you have ordered is unavailable in the advertised timeframe, our staff will contact you immediately to let you know and provide you with the option to replace or refund your order.  Items on our website listed as "Available" are to the best of our knowledge, available to ship to you within the advertised timeframe.  If you have any questions about this, please email us at info@pinkfrosting.com.au or call us on 1300 855 633.