Frequently Asked Questions

Check our most frequently asked questions here. If you still need help then please contact us at info@madeinthestates.com.au

General Questions

Yes we do! We now offer local delivery within Gold Coast, Australia! Free delivery for all orders over $50. We deliver from Tuesday to Sunday. You will receive a text message when your order is on route for delivery!

We'd love to hear your suggestions on products you'd like to see! Although we cannot guarantee that we can offer it, we certainly will try to. Give us an email at info@madeinthestates.com.au

Returns

No, we do not accept exchanges or returns on our products.

Unfortunately, we do not offer refunds on a product you didn't like the taste of. 

Unfortunately, we do not offer a refund on products that have melted. We offer ice packs for heat-sensitive items in the warmer months. However, this is no guarantee your product will not melt. 

We offer refunds on products that are damaged, incorrect or missing. Please refer to our Exchanges and Returns Information for more details. 

Damaged

We do our best to ensure all orders are wrapped in bubble wrap to make sure all your products are safely secured. Unfortunately once it is out of our hands, we do not have control over how the parcel is handled. If your order does arrive damaged, please contact us with the following information:

  • Your order number
  • Photos of the packaging
  • Photos of damaged products

We require proof of damages before we initiate a refund. Please be aware that melted products are not subject to damaged products. For more information please refer to our Ordering in Warmer Months page for more details.  

Missing Order

We provide tracked shipping with all orders. If you have authorised for your order to be left unattended, unfortunately we are not responsible if your order goes missing and therefore cannot offer you a refund. If it has taken longer than the estimated delivery times for your order to arrive, please get in contact and we will get in touch with the courier for more information. Please note there may be courier delays during the holiday period.

Incorrect

On the (very) rare occasion that your order is incorrect, please contact us immediately with the following information:

  • Your order number
  • Photos of the order invoice
  • Photos of all products that had been arrived
  • Missing items and/or products that are incorrect

We require proof of incorrect items before we initiate a refund or resend you the products. 

Shipping

All standard delivery orders are sent with Sendle. All express delivery orders are sent with Australia Post. Once your order has been shipped, you will be sent tracking information to the email you provided us during checkout. Please check your junk/spam folder before reaching out to our team. 

All orders will generally be dispatched the same day or the following business day. Any orders placed over the weekend or public holiday will be dispatched the next business day. We are located in Queensland and use Sendle for all standard delivery or Australia Post for express delivery and standard delivery for orders under 500g. Our couriers may experience delays in holiday periods or during unforeseeable circumstances. You will be sent a tracking number with your order.