Customer Service

FAQ

Can I come into your warehouse to do all my shopping?

We are an online store predominantly but you are more than welcome to come and shop instore between the hours 9.00am to 3.00pm Monday to Friday. We recommend you to browse our website before visiting our store to give you an idea of our range.

I have little containers/jars I wanted to fill out with lollies as gifts for my guests. How do I work out how much lollies to purchase?

You are most welcome to contact us and bring your containers and we would be more than happy to weigh out the amount of lollies you will require.

Do you take orders over the telephone?

Yes of course, we are available to take your order Monday to Friday from 9.00am to 3.00pm

Can I pick up the order myself at your warehouse?
Absolutely, you are most welcome to collect your order from our warehouse at 1/38 Fallon Road, Landsdale WA 6065. You need to place your order online first and make sure you have received confirmation that your order is  ready for pick-up before coming in.  When you get to the shipping part please select the "Perth - FREE in store pick up" option. Please note that we require up to 2 business days to process your order.

Where do I pick up my order from if I click the "FREE in store pick up" option when ordering?
Your order may be collected Monday to Friday between 9.00 am and 3.00 pm from Lolly Warehouse located at:
1/38 Fallon Road
Landsdale WA 6065

How far ahead of my event should I purchase the lollies?
We recommend placing your order at least 2 weeks ahead of your event date. This allows time to order more lollies if the quantities aren't quite right or in an event that a product is out of stock, it gives us time to replenish stocks or make an alternative suggestion.

What forms of payment do you take?
At Lolly Warehouse we accept Visa and Master Card.

What is the minimum order amount?
At Lolly Warehouse we have no minimum order amount.

Shipping and Delivery

Delivery Policy

After ordering online, you will receive an email confirmation from eWAY containing your receipt of payment details (if you have provided your email address). Lolly Warehouse will also normally confirm receipt of your order soon after ordering.

We will attempt to dispatch your goods within 3 working days. Delivery maybe via Fastway Couriers or Australia Post and usually takes 3 to 14 working days depending on your location. For urgent orders please contact us on ph: (08) 9248 2281 or info@lollywarehouse.com.au so we can arrange express shipping. 

If you wish to query a delivery please contact us at info@lollywarehouse.com.au

 Shipping Policy

We use best possible rates available using either Fastway couriers, Australia Post or Direct Freight

If you reside in Northern Territory please contact our friendly customer service team at info@lollywarehouse.com to obtain a shipping quote.

Shipping costs are worked out based on the size and weight of your order, the delivery distance and shipping method.

Please be assured that Lolly Warehouse does not make any money on shipping costs and we pass on the best available rate to our customer.

Please note that we do not post to PO BOX addresses.

Lolly Warehouse is not responsible and cannot provide refunds for delays outside our control including inclement weather conditions, natural disasters or delivery carrier delays outside of our control.

Please note that there is no refunds for melted products – see our Hot Weather Shipping policy

Hot Weather Shipping

During the summer months and at other hot times of the year, we suggest contacting our Customer Service to arrange Express Shipping especially when purchasing meltable products such as Chocolate and Gummies.

If possible, try to arrange shipping to a business address as someone is usually present to receive the order and take it indoors.

When shipping to a residential address and no one is at home the order will be left outside or taken back to the hot delivery van. In the event that your order has been exposed to hot weather conditions, please take it indoors and let it sit for a few hours to give it a chance to return to normal consistency prior to opening the order.

Lolly Warehouse will take every possible precaution to make sure you receive your order in the best possible condition but we ask you to please consider the type of products you are purchasing during warm weather months as we do not provide refunds for melted products.

Privacy and Security

Privacy Policy

Introduction


Lolly Warehouse regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Lolly Warehouse users, and conforms to Internet privacy standards.
If you have questions or concerns regarding this statement, you should first contact our customer service team at (08) 9248 22 81 or info@lollywarehouse.com

Collection of Information


In order to use Lolly Warehouse website, we may require information from you in order to provide the best service possible.
All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.
Any information collected by Lolly Warehouse is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.

Use of Collected Information


Any details collected from Lolly Warehouse customers are required in order to provide you with our products and/or services, and a high level of customer service.
Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information


The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.
We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.
If you have any questions about security on our Website, you can email us at info@lollywarehouse.com.au

Access to Collected Information


If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at info@lollywarehouse.com.au

Orders


If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date).
We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Communications


Lolly Warehouse uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at info@lollywarehouse.com.au
You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties


Lolly Warehouse may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service.
These third parties are prohibited from using your personally identifiable information for any other purpose.
Lolly Warehouse does not share any information with third parties for any unknown or unrelated uses.

Legal


We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.

Links


Links on the Lolly Warehouse site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of lollywarehouse.com.au

Changes to Privacy Policy


If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify yo here, by Email, or by means of a notice on our homepage.

Security Policy


Lolly Warehouse uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe means of collecting payments via the Internet.
All online credit card transactions performed on this site using the eWAY gateway are secured payments.

  • Payments are fully automated with an immediate response.
  • Your complete credit card number cannot be viewed by Lolly Warehouse or any outside party.
  • All transactions are performed under 128 Bit SSL Certificate.
  • All transactions data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
  • eWAY is an authorised third party processor for all the major Australian banks.
  • eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Lolly Warehouse.

For more information about eWAY and online credit card payments, please visit www.eWAY.com.au

Returns

 

Refund & Returns Policy

If for any reason you are not completely satisfied with your purchase, Lolly Warehouse accepts returns for non-edible items only that have not been used, including accessories, packaging etc…

All refund and returns requests must be made to our Customer Service department within 14 business days of receipt of your order AND must be authorised.

 The customer is responsible for shipping the products being refunded back to us in their original condition.

To protect our customers Health and Safety, Lolly Warehouse does not accept returns of food products. We also do not refund for melting and hence ask our customers to please take care when placing orders and consider the following factors: 

  • Quantities being ordered – please work out the amount of lollies required for your event.
  • Heat – given the hot temperatures in Australia especially in our summer months, avoid ordering heat sensitive products as we do not refund for melting. Also make sure someone is at home to receive the order as soon as possible so it is not left outdoors and exposed to the weather elements for longer than necessary.
  • Colour – colour may vary from batch to batch of the product and also may look different depending on the computer monitor being used.
  • Taste – manufacturers sometimes slightly change the recipes of their products.
  • Brand Difference – different brands of the same lollies, for example Strawberries & Cream (Allens brand vs Allseps brand), do not always taste the same.

 

Please do not hesitate to contact our friendly Customer Service team if you require any assistance before placing your order.

If we make a mistake with your order then we will of course take full responsibility and ask that you contact us within 14 business days of receiving your order.

We cannot approve any refund & returns requests after 14 business days.

 Contact us at info@lollywarehouse.com.au