Roc Candy Frequently Asked Questions
Our returns policy is here to help you identify what your issue is and what the correct process is to get it resolved quickly.
All return/refund requests must be made to firstname.lastname@example.org within 5 business days of receipt of your order (determined by postal tracking) to be authorised by our team before any product is to be returned. We cannot process any refunds for products returned without an approval. Due to health regulations, any food products must be unused, unopened and have packaging or seals intact.
Refunds for returns exclude shipping costs, and the customer is responsible for shipping the products back to us in their original condition.
Please send your pre-approved returns to the following address (no refunds for products returned without prior approval):
53 View St, Nth Perth, WA 6006
Food products cannot be returned unless unopened.
If Personalised orders have not already been produced a refund is applicable less $25 cancellation fee to cover administration costs. Pre-Made order refunds will attract $15 administration cost and the merchant fee and PayPal fee, refunds applicable if the order has not been despatched.
In the event a claim is made on item/s received that are damaged in transit, Roc Candy will request photos of the damaged items. Any refunds applicable will apply to those items that are shown as damaged in the photos received. Roc Candy reserves the right to refuse claims where we deem necessary.
INCORRECT SHIPPING ADDRESS OR NON COLLECTION OF PACKAGE:
If the customer provides the wrong address when placing an order or if the Postage/Shipping company leaves a calling card that is not responded to, the following shall apply:
- If the order is returned to Roc Candy in good condition: Customer will be responsible for the full cost of re-shipping.
- If the package is returned to Roc Candy but the contents are damaged or if the package is lost: No refund will apply.
INCORRECTLY ORDERED ITEMS:
In order for credit to be received for incorrectly ordered items, the product must be returned, at purchaser’s expense, to our return address listed above, and must be in the same condition as it was received.
Merchandise must be returned, at purchaser's expense, in the same condition as it was received and it is up to the purchaser to choose a return delivery method that best suits their needs.
Please note that on orders caused by customer error, we are unable to issue credit for shipping in either direction.
DELIVERY TIMES:Pre-made orders are shipped within 3 days and allow a further 3-4 days transit. Personalsied orders please allow 2-3 weeks turnaround from purchase.
We are now an on-line business only.
Base Prices (approx 300 pieces/kg):
Initials & Heart = 2kg @ $250
Both Names & Heart = $395 up to 8kg
Text up to 6 letters = 2kg @ $250
Over 6 letters = $395 up to 8kg
Logo = $535 up to 8kg
Packaged candy go to Pricing.
We offer Pre-Made designs that may suit your event.
Personalised candy minimum cost is $195 for text up to 6 letters or Initials & Heart (2kg, approx 300 pieces/kg).
This fee does not apply to Pre-made orders.
Fees may apply on personalised if the turn around is within 7-14 days depending on quantity and location.
Fee Between $25-$55 depending on size to cover re-scheduling production to fit your order in and additional freight fees.
An order can be placed anytime and we ask for 2-3 weeks notice. The 'date required' field should be the date you want to receive your candy before your event. We advise this date to be at least 7-10 days prior to your event. Please do not enter the event date. We will despatch orders to arrive approximately around the 'date required'.
Urgent orders can be accommodated for an additional fee of $45. Please call 0414519211
Free Shipping Australia Wide
Yes... be daring.
Green raspberry, yellow watermelon etc.
Sorry, only one flavour per design.
Yes. 0414 519 211
Please send us an e-mail: email@example.com or call 08 9324 3060
In online ordering: Choose the '?' from the colour palette and advise in comments box that you are emailing or sending a swatch.
Swatches can be emailed to firstname.lastname@example.org
Passionfruit, Watermelon, Wildberry, Strawberry, Raspberry. Sorry, logos cannot be made in Peppermint, but text can.
We accept Visa, MasterCard and AMEX.
Cancelled personalised orders will attract a $25 cancellation fee.
Cancelled pre-paid orders will attract a refund fee. PayPal $5
Ph: 0414 519 211
Yes, we are halal certified. There are no animal products in our candy.
Shipping quote email email@example.com and advise your COUNTRY, STATE, SUBURB and POST CODE and Quantity of candy.
4 weeks turnaround from booking.
Orders can be placed via email.