Shipping Information
Use our Shipping Information page for delivery timing, warm weather handling and dispatch guidance.
FAQ’s
Start here for quick answers on shipping, returns, products, payments, ordering and customer support. If you need a deeper page, jump straight to Shipping Information, Returns & Refunds or Store Locator.
Returns & Refunds
Go to Returns & Refunds if there is a problem with an order or you need the returns policy in one place.
Store details and contact
Need East Maitland or Westfield Kotara details? Start with our Store Locator or email [email protected].
Delivery help
Shipping
Quick answers about warm weather handling, dispatch timing and what to do if a parcel arrives heat-affected.
How does SweetsWorld protect heat-sensitive products in warm weather?
Heat-sensitive products are packed with extra care and may include insulation or cold packs when needed. During warmer weather, we recommend choosing the fastest suitable shipping option available at checkout for chocolate and other melt-prone items.
What should I do if my order arrives melted or heat-affected?
Please take clear photos of the product and packaging, then contact us within 24 hours of delivery at [email protected] or call 1300 526 397. Include your order number and keep the product and packaging while we review the issue.
Can dispatch timing change during extreme heat?
Yes. During periods of extreme heat, dispatch timing may be adjusted to help protect heat-sensitive products in transit. If your order is time-sensitive, please choose the fastest suitable shipping option available at checkout and contact us before ordering if you need guidance.
Order issues
Returns
Start here if something is wrong with your order or you need the fastest route into returns support.
What if there is a problem with my online order?
SweetsWorld sells food and confectionery products, so returns and refunds are only considered where there is a genuine issue with the order or product.
- Please contact us as soon as possible if your order arrives damaged, contains the wrong item, is missing an item, or has a product quality issue.
- Email [email protected] or call 1300 526 397 and include your order number, affected item, a short description of the issue, and photos where relevant.
- Do not send food items back without contacting us first.
- See our Returns & Refunds page for full details.
Products and dietary questions
Product Information
Answers about stock, custom products, gift options and common dietary or ingredient questions.
Are all SweetsWorld products available online?
We stock a wide range of products online, but some lines, seasonal items, and in-store favourites may not appear on the website at all times. If you are looking for something specific, contact us at [email protected] or call 1300 526 397 and we will do our best to help.
Can SweetsWorld do custom gift baskets or products?
Yes! Our gifting department handles all standard and custom orders. If you have a specific product in mind, they can help you put together as much or as little as you need. Stuck and need ideas? They will be more than happy to assist you in creating a one of a kind basket. Our gifting department can be reached at 1300 526 397 or by email at [email protected]. Since this is a personalized service, all orders are non-returnable.
Can SweetsWorld personalize something for me?
Yes. SweetsWorld has a wide variety of items that can be personalized to say anything! However, please keep in mind that once approved, personalized products do take more time to produce and is not returnable or exchangeable.
To place your order, please contact our gifting department at 1300 526 397 or email them at [email protected].
Can I purchase a gift card online?
Unfortunately we do not offer gift cards at this time.
Do you carry any gluten free products?
Most of our candies may contain gluten. We suggest if you are allergic to gluten, please call us at 1300 526 397, or email us at [email protected], and we can recommend if there is anything currently available to suit your needs.
Does SweetsWorld have candy for someone with peanut allergies?
Many confectionery products are made in facilities that also handle peanuts and tree nuts. Always check the ingredients and allergen statement on the packaging, or contact us on 1300 526 397 or [email protected] for help.
Does SweetsWorld sell kosher candy?
Some products we stock may be made in kosher certified facilities, but kosher status is not listed for every item on our website. Please check for a certification mark on the pack label, or contact SweetsWorld on 1300 526 397 or at [email protected] and we can help check a specific product.
Does SweetsWorld sell sugar-free candy?
Yes, we do offer sugar-free candy. You can browse our sugar free section or simply do a search on our site using the words “sugar free” and available items will appear. If you require additional assistance, please phone our customer service department at 1300 526 397 or email us at [email protected].
Checkout and billing
Payments
Use this section for quick answers about payment methods and when your card is charged.
What forms of payment do you accept?
We accept the payment options shown at checkout, including major credit and debit cards, PayPal, Afterpay, Apple Pay and Google Pay. If you have a question about a particular payment method, please contact SweetsWorld on 1300 526 397 or at [email protected] before placing your order.
When will my credit card be charged?
Payment for online orders is taken at checkout when you place your order. If there is a problem with your order, our team will contact you to resolve it. For any questions about a charge, please contact SweetsWorld on 1300 526 397 or at [email protected].
Gifting and business questions
Misc
This is the place for donations, wholesale, wedding favours and corporate gifting questions.
Can SweetsWorld make a donation to my charity or event?
As much as we would like to honor all donation requests, SweetsWorld receives far more requests for donations than we can support annually. As a result, we have organizations we currently support but do not accept solicitations for additional donations. We wish you the best with your fundraising efforts!
Do you offer SweetsWorld products via wholesale?
Yes. For wholesale and bulk enquiries, please contact us on 1300 526 397 or at [email protected] with the products and quantities you need. You can also browse our bulk lollies range online, with bags from 500g to 2kg.
Does SweetsWorld offer wedding or party favors?
Yes, we offer a large assortment of personalized and general party favors that would compliment your party “favorably”! Feel free to contact one of our celebrations specialists at [email protected].
Does SweetsWorld produce or offer Corporate Gifts?
Yes, we do! For further information contact us via email at [email protected]
Order flow
Placing an Order
Useful if you are placing an order, creating an account, adding gift messages or avoiding card entry online.
Can I create an account when I place my order?
Yes, you will have the option to create an account when you place your order. We advise that you do this in order to easily access and track your order history and update information. If you require assistance setting up an account during checkout, please phone us at 1300 526 397, and we will help you through the process. Note: Once orders are placed, you can not create an account associated with that order.
Does the invoice sent with my package include prices or credit card information?
We include a general packing slip with each order which includes the order number, shipping address, bill to address, your gift message (when applicable), and the items you ordered. It does not include prices (to include product and shipping costs), and credit card number or information.
Where will my gift message appear when I receive my order?
The gift message will appear on the packing slip that will be placed in the box your order will arrive in.
I’m not comfortable with putting my credit card number on a web page. How can I purchase SweetsWorld products?
Our website has the latest encryption technology. If you still have reservations, we will be glad to take your order over the phone at 1300 526 397 .
Direct support
Contacting Us
If you just need to know how to reach the team, start here.
How can I reach you?
You can contact Customer Services on 1300 526 397 or email [email protected] for help with products, orders, shipping, tracking, or payment questions. For store details, visit our Store Locator for East Maitland and Westfield Kotara.
Need another help page?
If a quick FAQ answer is not enough, jump straight to the page that handles shipping, returns, store details or direct customer support.