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FAQ

Q. How long is dispatch and shipping times?

Dispatch (preparing hampers)

We aim to dispatch orders placed by 1pm*** on weekdays (excluding Queensland public holidays) on the same day. Orders placed after this time tick over to the next day. ***When lockdowns are occurring in major capital cities due to the pandemic (such as those currently in Melbourne and Sydney) it may take us 1-2 days (up to 48 hours) for dispatch orders due to temporary stock shortages in times of peak demand. Individual hampers will show as being "SOLD OUT" if we expect dispatch to take any longer than this. Please contact us via our LIVE CHAT feature or via email at hello@beechvillelane.com if you have any queries regarding when your hamper is likely to be dispatched or you are wanting to know when a SOLD OUT hamper will be back in stock and we are happy to help. 

When your order is dispatched, you will receive a dispatch notification with tracking information attached which will keep you up to date with the progress of your order.

Please note that the following time frames are a guide. For the latest information from our carrier Australia Post please visit their coronavirus impacts page: https://auspost.com.au/about-us/news-media/important-updates/coronavirus

Metro shipping times - standard shipping

From when your order is dispatched in metro areas, for standard shipping, it should take 2-4 business days to arrive, though there are delays currently due to Coronavirus impacts. For Perth, please allow an extra day or two.

For all "standard shipping" orders please see Australia Post's website for latest advice re Coronavirus impacts (link at the end of this section). 

Express Shipping

Metro: 

For express shipping, it should take 1-2 business days to arrive after dispatch at the post office. For Perth, please allow an extra day or two. We are generally advising 1-3 days for Victoria at present, however Australia Post's website will have the most up-to-date information as they are experiencing delivery delays to Victoria at present due to the high volume of parcels. 

Country/Rural Express Shipping times:

From when your order is dispatched in country/rural areas, for standard shipping, it should take 3-6 business days to arrive. For Western Australia and Northern Territory, please allow an extra day or two. For express shipping, it should take 2-4 business days to arrive. For Western Australia and Northern Territory, please allow an extra day or two.

Specific postcodes / more information 

Please see our shipping page for more detail about specific locations or see Australia's posts delivery time frame page: https://auspost.com.au/sending/send-within-australia/delivery-speeds-and-coverage

Due to the COVID-19 pandemic, there are some challenges with regards to shipping which can contribute to delays at times. For the statement by Australia Post, please check here: https://auspost.com.au/about-us/news-media/important-updates/coronavirus

Q. What is your return policy?

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

In the unlikely event of a problem with the product please contact us at hello@beechvillelane.com

Q. Can I cancel my order?

Cancellations are possible if we receive notice prior to the order being shipped. If the order has been shipped the package can be returned and a refund for the package will be issued. Unfortunately if shipping costs have been incurred, these cannot be refunded.

Q. What happens if I receive the wrong product?

If there is an issue with your order - if its the wrong size, wrong colour, defective, or otherwise not exactly what you wanted - please notify us and we'll rectify the situation.

Q. Do you offer exchanges?

We do not offer exchanges. However, if for any reason you didn't receive the exact product you expected, just let us know and we'll try rectify the situation for you.

Q. Do you ship internationally? 

Not yet. We only ship Australia-wide currently, so you would need to post your hamper overseas once you received it in Australia. 

Q: How do I track my parcel?

You can track the parcel via the email we sent you. We also have a link to our Order Tracking provider, Australia Post, in the email.

Q. I didn't receive my confirmation or tracking email. Where is it?

Please check your junk/spam folder if you did not receive your order confirmation from us or Australia Post order tracking emails. If you can't find it please email us at hello@beechvillelane.com & we'd be happy to resend.

Q. Can I add a personalised note to my order?

Yes. There is a box you can enter your personalised note into during the shopping cart checkout process. The note is free of charge.

Q. I forgot to add my personalised note. What happens?

If you forgot to add a note for the note card, we will write the standard words: "Congratulations",  from the sender's name.

If customers do not write a note, we send a reminder as part of the order confirmation email they receive after ordering. They just have to email us at hello@beechvillelane.com, quoting their order number and message. If their order hasn't been dispatched yet, we can easily update the note. 

Q. Do invoices or any billing information get sent with the hamper?

No. Invoices or billing information only gets emailed to the email provided in the check out process.  

Q. I need an official tax invoice as it was a business order. Can I get one?

Yes, please just email us at hello@beechvillelane.com & we can organise that for you. Please quote your order number & billing address (if not already provided on your order). 

Q: I have a question that isn’t here! How can I ask?

If there’s something you need help with please feel free to contact us at hello@beechvillelane.com