FAQs

  • Orders placed by 12pm Sydney time on a weekday will be dispatched from our warehouse 48 hours later or the next delivery day in your area.
  • Delivery date will be confirmed by email shortly after the order is received.
  • Approximate delivery time will be confirmed the day before delivery. It is preferable that someone is home to collect the order.
  • All orders are dispatched from our warehouse at Marrickville, NSW.
  • Whilst we will endeavour to meet your preferred time on the set deliver day, this cannot be guaranteed, and you will be notified of the approximate delivery time the day before delivery.
  • When your order is dispatched, you will receive a dispatch notification email of the approximate delivery time. 
  • Currently not available.
  • Currently not available.
  • Delivery can cost anywhere from $15 to $25 based on your location.
  • This cost is per delivery - a one-off charge regardless of how many hampers you order.
  • Deliveries are made during business hours Monday to Saturday (excluding public holidays), as per the delivery schedule for your area.
  • Currently we only deliver to Greater Metro Sydney, Blue Mountains, Central Coast and Newcastle. This will expand in the coming weeks and months.
  • Please state in the Delivery Instructions section on the check-out page if the household at the address is in isolation due to COVID-19.
  • The special delivery instructions field on the checkout page is for specific instructions for the courier that are printed on the label (e.g. deliver to the second floor and leave with reception, or, leave behind the pot plant near the front door).
  • Requests for delivery at a specific time of day will be printed on the label for the courier to see, however, cannot be guaranteed.
  • Our couriers are unable to call or text recipients prior to delivery to confirm an address, or upon an unsuccessful delivery.
  • The option is given at checkout as to whether or not the parcel can to be left if no one is available to receive it.
  • If authority to leave is given and no one is available to receive the delivery, our courier will leave the parcel in a relatively secure location unattended at the address.
  • If the parcel cannot be left at the address, our courier will do one of the following:
    • Leave a card advising the recipient that the parcel has been taken to back to the warehouse
    • Call the recipient for an alternative delivery address or time (redelivery fees will apply)
    • Some unsuccessful deliveries may come straight back to us for processing - we may not know about the unsuccessful delivery until it arrives back to us, and we therefore encourage our customers to keep an eye on the tracking of the delivery.
  • In order to ensure that someone will be present during business hours, and to avoid redelivery fees, it is highly recommended sending the parcel to a business address.
  • Please note that redelivery fees may apply for any deliveries that need to be reattempted.
  • Please note that when authority to leave has been given, To-Plate Foods and our couriers cannot accept responsibility or liability on the rare occasion that a consignment is lost or stolen after our couriers have recorded the package as 'successfully delivered'.
  • We use a combination of recycled paper and ice packs and carefully place the goods inside the hamper. We also use a trusted courier service. In the rare case that your hamper arrives damaged, please contact our customer service team with photographic evidence to organise a replacement.
  • Most hospitals have specific guidelines regarding delivery of gifts to patients. It is advisable to contact the specific hospital in advance to find out how their deliveries are received (e.g. deliver to loading dock on Smith St, leave with reception in the Lindo Wing off George St).
  • Please provide as much detail as possible about the recipient – bed/room number, ward name/number, full name and street address of hospital – and ensure that the name on the delivery address matches the name under which the patient is registered at the hospital.
  • Please note that if a parcel needs to be sent to an alternative address due to the patient already being discharged, an applicable redelivery fee will be passed on to the sender.
  • If you cancel the order any time before we have processed it, you will be refunded within 2-3 business days based on the timeframe the bank requires to process the refund.
  • We are unable to cancel an order if it has been processed. If an item has not yet been delivered we will request our couriers return it (a post-dispatch cancellation) but we are unable to guarantee this return will be successful if the order is within 2 working days from delivery. Please contact our customer service team at orders@to-plate.com to discuss further.
 
  • All refunds for orders placed via our website will be made via the original payment method used. For corporate orders that were invoiced, we will require bank details. Please contact us for further information.
  • Cancellations or alterations to orders must be made prior to commencing production (normally 1-3 working days prior to the requested delivery date, but during the busy periods such as Christmas time, this timeframe may be extended).
  • If an order is amended to a hamper of lower value, we will refund the difference in the price of the hamper to the original payment method used.
  • If a request to cancel an order is made after dispatch, we will ask our couriers to return the item, but this may not be possible. If the item is successfully returned to us, this will incur a $14.95 return fee and the remainder of the cost will be refunded. Please note if the order is within 2 working days of delivery a return or redirection may not be possible.
  • In the unlikely event you are unhappy with your purchase with To-Plate, all we ask is the parcel is returned in the same condition it was received and we will refund you for the hamper.
  • At To-Plate we pride ourselves on the quality of not only the products itself but also customer satisfaction. If you receive a gift that has been damaged, faulty, or the item is incorrect, please contact our Customer Service team within 24 hours and email photos of the damage to orders@to-plate.com
  • If a customer has received a damaged, faulty or incorrect item, we allow them the choice of a credit or a replacement, providing we still have the same Hamper in stock.
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  • If you change your mind and no longer want your order, please contact us immediately as we are unable to make any edits once your order has been processed. Please note that our standard business hours are 9am-5pm AEST Monday-Friday. Any amendments or cancellations sent outside of those business hours will be actioned as soon as possible during business hours. If To-Plate is advised of the change of mind prior to us processing the order, we will cancel it within our system and refund in full. If there is a change of mind after it has been processed then we will request a redirection with the couriers, but please note this may not be possible and will incur a redirection fee of $14.95.
  • If there is a change of mind after the order has been delivered, then returns must be made at the customer’s own cost to our warehouse address and on receipt of the returned item and inspection, we will refund for the cost of the hamper. Please contact us for further information.
  • Please note whilst we will do our best to ensure delivery is made in a timely manner, we will not provide compensation for deliveries not made on the expected date at the fault of the couriers.
  • If the courier’s tracking states that an item has been delivered but the recipient is claiming non-receipt, we will investigate with the couriers and on the results of the investigation suggest appropriate resolution.
  • In the event of a redirection request, if this is unsuccessful, we will refund the redirection fee. We are unable to refund or compensate any additional amount under these circumstances.
  • If a parcel has an incorrect address, our couriers are unable to call the recipient to verify, and instead the parcel will be returned to us.

All of our products come from artisan producers who make small batch products which are often highly seasonal. We update our packages regularly but for many factors outside of our producers’ control, sometimes a product may not be available. When this occurs we will replace that product with a product of equal or higher value.

Privacy Policy

To-Plate recognises that your privacy is important and we are committed to protecting your personal information. The following policy will govern how we handle your personal information and safeguard your privacy.

What we may collect from you

To-Plate may collect the following information in order to provide you with our services:

  • name
  • contact information including your billing address, your email address, and phone number
  • recipient name, address and phone number (if the item is not for the person placing the order)
  • credit cards details for payment
  • demographic information such as postcode, preferences, and interests
  • other information relevant to customer surveys and/or offers

How we use the information we collect

When you visit our site, there are certain details we require from you to be able to provide our services. We gather this information to allow us to process your order.

We will only use your personal information for the purpose(s) for which you provide it to us - including but not limited to:

  • responding to your enquiries
  • handling orders, delivering items and processing payments
  • communicating with you about orders, products, services and promotional offers
  • updating our records and maintaining any online account you may have with us
  • preventing or detecting fraud or abuses of our website
  • enabling third parties to carry out technical, logistical or other functions on our behalf*
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  • *In order to deliver the service you have requested, we may sometimes share your personal information with an affiliate or with a service partner (such as our couriers). We ensure the parties with whom we share your personal information follow practices at least as protective as those described in this privacy policy. To-Plate will not provide your personal information to advertisers or any other organisation without your express consent.

To-Plate may occasionally use your personal information to send you direct marketing material by email. We will not use or disclose any information about you without your consent, or access your communications on our websites, unless:

  • Required by law
  • We believe it necessary to provide you with a service which you have requested.
  • To implement our terms of use or
  • To protect the rights or property of To-Plate

Under no circumstances will To-Plate sell or receive payments or services for disclosing customer’s personal information to any partner or external company.

By ordering online and confirming your acceptance of our terms and conditions, you declare that you are the person named on the credit card and have permission to use it. If we believe an order is fraudulent, we may release your details to the appropriate authorities.

Promotional information

If you are receiving promotional information from To-Plate and no longer wish to receive this, you may remove yourself from our list either by following the ‘unsubscribe’ link in our newsletter or emailing us at info@to-plate.com, requesting to be removed from our mailing list. This removal will be processed within 2 to 24 hours of your request.

Storage and security of your personal information

To-Plate will endeavour to use all reasonable means to protect the confidentiality of your personal information which we hold about you. All information we receive from you is stored and protected on our secure servers from unauthorised use or access. Credit card information is encrypted before transmission and is not stored by us on our servers.

In addition, our employees and the contractors who provide services related to our information systems are obliged to respect the confidentiality of any personal information held by To-Plate.

We retain your personal information for as long as needed to provide services to you and as otherwise necessary to comply with our legal obligations, resolve disputes and enforce our agreements.

In the event there is a breach of our security and your personal information is compromised, we will promptly notify you in compliance with the applicable law. Please notify us immediately if there is any unauthorised use of your account by any other internet user, or if you experience any other breach of security.

If you have any questions for us

Should To-Plate be made aware of any ongoing concerns or problems with our site, we will take this seriously and work to address any issues. If you have further questions relating to our privacy policy, or if you have an issue to raise, please contact us at info@to-plate.com.

Alterations to privacy policy

From time to time, our policies will be reviewed and may be subject to change. To-Plate reserves the right to modify our privacy policy at any time. All changes will be effective immediately upon our posting of the changes on the To-Plate website. Review our privacy policy periodically for any changes.

Privacy of children

Our services are not directed to persons under 18 and we do not knowingly collect personal information from anyone under 18. If we become aware that a child under 18 has provided us with personal information, we will delete that information as quickly as possible. If you are the parent or guardian of a child and you believe they have provided us with personal information without your consent, then please contact us.

Your consent

By submitting your information you consent to the use of that information, as set out in this policy. If you wish to contact us in relation to our privacy policy, please contact us at info@to-plate.com.

 

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