Help Center

FREE SHIPPING is available on orders over $119! (as of 01/08/2019)

It is automatically applied to your order at the checkout.
Regular shipping is a flat rate of $9.95 on all other orders.

IMPORTANT SHIPPING UPDATE (01/09/2021)

Currently our courier partners (Australia Post, Couriers Please and TNT) are experiencing significant parcels/orders during current lockdowns and Covid-19 related restrictions.
We will continue to pick/pack and send out your parcels as we have been (within 1-2 business days), however you may experience delays in receiving your parcel.
Rest assure that our courier partners are working around the clock to deliver your parcel in light of the significant increase in online ordering.

We thank you you for your patience and support during these restrictions, and wish the speed of delivery will return to exceeding your expectations once again.

Our Primary postage service will be with Australia Post in most circumstances. 

In some cases where that parcel is over 5kg, we do use alternate couriers.

We currently do not ship parcels outside of Australia.

We will consider in the future shipping outside of Australia, so staying tuned.

IMPORTANT SHIPPING UPDATE (01/09/2021)

Currently our courier partners (Australia Post, Couriers Please and TNT) are experiencing significant parcels/orders during current lockdowns and Covid-19 related restrictions.
We will continue to pick/pack and send out your parcels as we have been (within 1-2 business days), however you may experience delays in receiving your parcel.
Rest assure that our courier partners are working around the clock to deliver your parcel in light of the significant increase in online ordering.

We thank you you for your patience and support during these restrictions, and wish the speed of delivery will return to exceeding your expectations once again.

We ship all Keto Direct parcels out of Sydney. Please find below estimated delivery lead times for your parcel to arrive once picked up by our courier company (add 2 additional business day for packaging/handling).

Note the dates are a close estimate and do not factor in outside influences such as delays from our courier company or environmental factors in transportation.

Keto Direct is not liable for any uncollected or returned orders/parcels. In the event your order is returned to us and is of no fault from Keto Direct, you will be liable for additional shipping and handling costs. Keto Direct will not offer refund or exchange for uncollected or returned orders/parcels.

IMPORTANT!

Please contact us on ketodirect@gmail.com within 24 hours from receiving your parcel should there be an issue with your order (e.g. missing/damaged items). We will not process refunds or offer exchanges/replacement for notifications outside the 24 hour window. Proof of damage or lost items will be required in order to process a claim.

Please note that we DO NOT currently ship to overseas.

Yes! (with minor exceptions*) 

When the parcel is picked up from Keto Direct, you will be emailed/SMS a delivery estimate and a tracking link.
Once your package has been delivered we will then notify you again (if you have authorized to leave package without being present).
*For Sydney Metro Customers - From time to time, we may have private contractors that will hand deliver your parcel (with your permission of course!), this can mean in some cases you will have same day delivery!

At Keto Direct we understand Chocolates are simply amazing!

But in some cases during extreme weather there are inherent risks when shipping Chocolate products.

We will contact you if the weather is forecast to be extreme at your address and determine if you wish to hold off delivery for another day.

We advise that you will also be present to collect your parcel on the intended delivery day so that it will not be left or returned to a hot environment. It is advised that chocolates purchased be store in a cool environment.

KETO DIRECT DOES NOT ACCEPT LIABILITY FOR MELTED CHOCOLATE ON DELIVERY.

Please let us know via our Contact Us tab the item you want, quantity and your contact details.

Once stock arrives you will be notified and have first opportunity to place your order.

IMPORTANT!

Please contact us on ketodirect@gmail.com within 24 hours from receiving your parcel should there be an issue with your order (e.g. missing/damaged items). We will not process refunds or offer exchanges/replacement for notifications outside the 24 hour window. Proof of damage or lost items will be required in order to process a claim.

Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product. Keto Direct will not issue a refund or replacement if you’ve just changed your mind. 

If your refund is approved, it will be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of days.

Please ensure that your name, phone number, email address and postal address are entered correctly when checking out. Keto Direct is not responsible for packages that go missing due to incorrect details, and no refunds will be issued.

CLAIMS MUST BE DONE WITHIN 24 HOURS OF RECEIVING ITEMS.

We only refund/replace/exchange items if they are defective or damaged. If a product has not arrived intact, please email us at ketodirect@gmail.com straight away, and provide clear photographs of the damaged item. We will do our best to rectify the situation, but unfortunately, if a product has been damaged, it will have been damaged in transit. We will notify you of the approval or rejection of your exchange or refund.
If approved, you will be offered a FULL REFUND of the item(s) affected.. 
OR 
If you would like an EXCHANGE/REPLACEMENT then DELIVERY COSTS WILL BE AT YOUR (CUSTOMER'S) EXPENSE.

For any orders that are Returned To Sender, that is the Courier/Postal service has unsuccessfully attempted to delivery your parcel (no fault of theirs), a re-delivery fee of $9.95 + handling fee (20% of total purchase price) will apply. This is applicable for any orders that is cancelled by you (purchaser) as a result of non-delivery.

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. Should your item be damaged please see Claims process. Please note that we will only look at claims lodged within 24 hours of recieving goods.