Can I order smaller quantity than specified?

Depending on the item, the quantity noted online is the minimum the product is available for purchase. Scarlett Sweet is a wholesale supplier in packaging products. To enable the best prices possible, we require minimum purchases.

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Can I shop direct in showroom and what is a business account holder?

To shop with us direct in our showroom, we will set up an account for you. All business customers will require an account to shop direct.

We will need some basic details plus your business information including your ABN to set this up.

Should you not have all the details on you, we can accept Instagram business account holders in the short term.

Minimum spend per order in our showroom is required; $250 for new accounts and $100 for every order thereafter.

If you are picking up a click & collect order and would like to make some changes or add to your order then a straight forward exchange is fine. Any refunds we will process back into your account. Any add on purchases will require opening an account.

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What does '2-3 Days for Dispatch' mean?

When your order is placed within business hours of a working day, it will be picked and packed within 2-3 days, depending on stock availability, and not including weekends. Once packed, courier will be booked to collect your parcel. Business hours of a working day is 9am-5pm, Monday to Friday. For more information on this process, please refer to 'Order & Delivery Process'

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Is there somewhere I can go to see the products before purchasing?

If you are a retail customer (non business account holders) you can visit some retailers who may stock some or all of our products. Please refer to our ‘stockists’ section for further details.

 

Can I “pre-order” when products are out-of-stock?

Currently there is no option to pre order or prepay, but where the product is noted ‘out of stock’ there is also an option ‘notify me’ which you can sign up for. 

 

Can I add or remove some products after placing an order?

If you need to add to your order and would like to request combined postage, please place a 2nd order as per normal (including postage costs) and if we are able to combine postage we will refund your shipping payment in your 2nd order.
Should you wish to remove an item from your order please notify us via online chat box ASAP with your order number in the subject line. We will always try our best to accommodate as best as we can. However there are other terms and conditions to consider, for more details head over to our 'Returns Policy' under 'Cancellation Policy' there will be more information.

 

What if I receive a parcel that was meant for someone else?

We are extremely sorry for this inconvenience and will immediately work with you to rectify the situation.

This probably also means your parcel may have been sent to someone else. It is best to check the packing slip name and the courier label invoice on your parcel before opening. If the names do not match then please follow the below process refer to our 'Returns Policy'  as we will require all the information, details, pictures and the process outlined to be followed through to enable us to make decisions quickly on the best way to go about this. 

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What if I receive an incorrect item, colour or size in error?

We are extremely sorry for this inconvenience and will immediately work with you to rectify the situation.

Please refer to our 'Returns Policy'  as we will require all the information, details, pictures and the process outlined to be followed through to enable us to make decisions quickly on the best way to go about this. 

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Where can I obtain my TAX Invoice?

All orders will receive an email confirmation, as well as an emailed 'receipt' which details your purchased items and total costs. A hard copy confirmation of your order called 'packing slip' is also taped on your parcel, which MUST be presented if you need to claim a refund or exchange. If a soft copy tax invoice is also required, you can request this via our online chat box or email.

 

What payment methods do you accept?

Our secure online payment gateway accepts:
- All major credit cards via Stripe
To reduce errors, we do not take payments over the phone or via email. An order must be placed online through our ‘check out’ process.
If you are having trouble checking out via our website please send us an email to admin@scarlettsweet.com.au so that we can assist you further.

 

Can I pick up my order?

For the safety of our customers and staff, Scarlett Sweet currently does not offer a pick up option as we don’t have a dedicated ‘click & collect’ section. However we do have local stockist that may cooperate with us from time to time and offer 'Click & Collect'.

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Can I redirect the products to a new billing address?

Provided the order has not been processed and sent away yet, you can notify us via email admin@scarlettsweet.com.au with your order number in the subject line.

 

How can I track my shipment or confirm time of delivery?

Please check the shipping confirmation email where you will find you tracking number and courier info. The link will give you live updates to track your parcel. If we were to log in to the tracking links, we can only see exactly what you see. We can only contact the courier company on your behalf, but the best person to follow up would be yourself, as you can directly provide answers to the courier company to assist with quickly locating your parcel. Your first point of contact should be the courier company. Unfortunately, after the order is collected by courier, we are unable to determine delivery times, however your tracking link will give you an estimate of when you will receive it by. The estimates are generally over estimated and should be delivered before them. We can only assist to make enquiries with the courier on your behalf, but overall if you have followed up directly, you are most likely to receive a response before we do. If you can not find your email with the tracking details please contact us via our online chat box or email and we will be more than happy to assist you obtaining tracking details again.

 

When will my 'In Stock' order be dispatched?

Depending on order volume, we will always endeavour to dispatch as soon as possible. Orders will usually be packed within the same day unless a certain item isn't available right away then most likely the following day. For a detailed breakdown of this process, please refer to 'Order & Delivery Process' 

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How much will shipping cost?

The shipping total is generally based on the volume and weight of your total order, plus the distance to your destination.

When you check out there is a ‘shipping calculator’ to help with knowing what your shipping total will be.

 

Can I purchase from outside Australia?

Currently we do not have this option.

 

Who is your courier?

Scarlett Sweet partners up with many reliable and professional couriers including Couriers Please, Amarax, Professional Couriers, Douglas Hay, Australia Post and more. A live tracking link will be provided and these service providers will be your first point of contact should you have any questions about tracking your parcel.

 

How do I cancel my order before receiving it?

You can cancel your order by sending us a direct msg via our online chat box, or an email. However, there are fees and charges to consider, depending on which part of the process your order is at when we receive your request. More information can be found under 'Returns Policy' within the subject of 'Cancellation Policy'.

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What is your returns policy?

Scarlett Sweet follows a strict 'No Returns or Exchanges for Change of Mind' policy. We provide quality products at the lowest price possible, thus we request all customers to read all product details before purchasing, and welcome any questions you may have before your purchase.

Having said that, we do accept returns and/or refunds within our ‘Returns Policy’ process. This 'Returns Policy' is strictly applied so please ensure you read through the process required.

*No returns or exchanges applicable on sale items, food items and seasonal items.

Products must be intact, in original packaging/condition and returned through our postal ‘returns’ address. Returned items must be received in our warehouse within 30 days of purchase date. We reserve the right to reject all claims and our decision will be emailed to you in writing. All incurred handling fees, shipping costs (to and from our warehouse) will be the responsibility of the customer.

Should we offer a refund, this will be considered a 'cancellation' therefore our 'Cancellation Policy' fees and charges apply. You can refer to all the details in our section 'Returns Policy' and under 'Cancellation Policy' there will be more information.

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If you have further queries, please let us know via our online chat box.