Contact Us

Frequently Asked Questions

1.    Where are you located?

We are an online shop in Welshpool, Perth Western Australia and ship Australia wide.

2.    How much is shipping?

Standard shipping is flat rate $9.95 up to 5kg. Express shipping starts at $15.95 and chocolate shipping if you have chocolate in your order starts at $19.95. We do not charge extra for rural locations.

If you have chocolate in your order, in summer you'll only get the option for chocolate shipping which is express plus an ice pack. This costs considerably more because we add an ice pack which we need to freeze ahead, we wrap it to help prevent your goodies getting wet, it weighs 0.5kg that adds to your order weight and we also time the packing of these orders so they're done last. All of this adds extra time and complexity - and of course cost.

You may prefer to place a small chocolate order, and then place a separate order and choose standard for your other goodies that are not heat sensitive. This may work out cheaper.

3.    When will my order be shipped?

We ship daily Monday to Friday and the cutoff is 10am WST. Orders placed before this will be dispatched the same day (note this does not mean same day delivery - this is when it leaves our warehouse. We DO NOT offer same day delivery).

Orders placed after 10am WST will be dispatched the next business day. 

There may be delays on Mondays and after public holidays due to packing orders for the whole weekend. We’ll dispatch orders in the order they’re received, with express orders prioritised. If you need your express order urgently if placed over the weekend or Monday morning before 10am, please reply to your order confirmation email and we’ll do our best to speed it up.

During warmer weather, we may hold orders with Chocolate Shipping on Thursdays and Fridays to ensure your treats stay in perfect condition. This may also occur on days above 35°C degrees in our location. If your order is urgent, please reply to your order confirmation email.

During peak times like Easter and Christmas there may also be delays for seasonal orders. 

4.    Can I use a PO Box, Parcel Locker or RMB for delivery?

Yes. 

5.    Can I pick up from your warehouse in Welshpool, Perth?

Yes, please choose 'Pick Up' as the delivery method at the checkout. You may collect Tuesday, Wednesday and Thursday between 9am and 12 noon. We are not available for this Mondays, Fridays, afternoons, evenings, weekends or public holidays. Our address for pickups is U3 / 8 Roy Street Welshpool 6106.

6.    My parcel hasn't arrived yet?

When a parcel is dispatched, we email a tracking number to you. Please check your email for the tracking number to find out where it is. If you can't find the email check your spam folder. If you have any concerns please email us at support@freefromfamily.co

7.    An item I need is 'Out of Stock'?

Kindly enter your email address in the out of stock section of the product page and we will send you an email when it is back in stock.  

8.    Is everything you sell in stock?

Yes, we only put up on our website what we have in our warehouse to sell so that we can ship orders daily. If we don't have it you won't be able to add it to your cart and our website will show 'Out of Stock'.   

9.   Will my order arrive before Christmas?

You can find the Christmas shipping cut off dates here.

I have read the FAQ and still have a question.....

Please email us at support@freefromfamily.co. We will get back to you within one business day Monday to Friday. Alternatively, enter your query in the form below.