Frequently asked questions
covid 19 delivery delays
Australia Post and various Couriers have advised of significant delivery delays due to the current climate of the Covid 19 Pandemic. Whilst your orders are dispatched quickly from our end, they can get caught up in the delivery system once they have left our hands. To avoid disappointment, we strongly encourage you to make your purchases in advance where possible to ensure there is ample time for your delivery to arrive.
WHAT PaYMENT METHODS DO YOU ACCEPT?
Debit and Credit Card Payments (Visa, Mastercard & American Express) can be made securely and hassle free by Stripe.
How is my Love Joe Gift Box packed and presented?
We value transparency and as such want to ensure it is clear how your Gift Boxes are packed and presented. Currently all gift boxes are presented in a white or kraft box unless otherwise specified eg. 'Little One' specifically states you will receive a keepsake wooden box. All of our Gift Boxes are filled with wood wool or shredded paper to keep all your goodies safe and secure. Each box is presented closed and tied up with our ribbon and LJ branding tag or sticker. We want each box to arrive in its original condition and as such ensure we pack things very carefully with extra caution taken for heavier and breakable items. Your gift box may also contain bubble wrap should there be any breakable items inside.
Is what you see what you get?
We always endeavour to fulfil your boxes exactly how they appear online, with all of the products as pictured. However, from time to time, there may be items that are out of stock. If this occurs we will replace any out of stock products with either a different flavour or colour of the same product, or a different product of a similar value. If this should happen we will attempt to email you to advise you of the alteration to your order, however, this may not always be possible especially during busy periods.
Is there a card included in each Gift Box?
A thousand times yes! We want your gifts to be personalised and would love to pass on your well wishes to the recipient. In your shopping cart you can leave a message that you'd like us to write and we'll take care of the rest.
HEY, I JUST PLACED MY ORDER AND I FORGOT TO INCLUDE A GIFT NOTE. IS IT TOO LATE?
If this happens, please contact us as soon as possible to let us know that you meant to include a note, and if your item hasn't shipped yet we'll make sure it’s included.
WHERE DO YOU GET ALL YOUR PRODUCTS FROM?
Our products have been carefully selected from Australian and New Zealand businesses in order to support other small businesses just like us !
WHERE DO YOU DELIVER?
We deliver all around Australia.
DO YOU SHIP INTERNATIONALLY?
Sorry, we currently do not offer shipping outside of Australia.
HOW MUCH IS SHIPPING?
Our regular shipping rates start at $9.95 for an individual box and will be calculated at checkout. There will be higher costs for multiple boxes, or if a box is slightly heavier than normal, once again, you’ll be able to see all this at checkout. Express post is also available from $20 if you need that special something to arrive especially fast. TO NOTE: Our shipping fees are based on that of Australia Post.
When will my parcel arrive?
We endeavour to pack and get your order on its way as soon as possible, in most cases this will be the next business day. However, in some instances this may take between 2-3 business days. If your purchase is ‘pre-order’, then it will be shipped after the date specified.
Items are delivered safely through Australia Post or Sendle. Standard Shipping will generally take between 1 - 4 business days, and longer for remote areas. Express Shipping estimates a 1 - 2 business day delivery turnaround. You can track your parcel’s journey with the tracking number provided on your email confirmation once your gift box is shipped.
Please note that once you have placed your order and it is in the courier’s hands, it is up to them to deliver your item safely and within their time frames. We cannot take any responsibility for delayed, damaged or lost packages, however, we can certainly help you in resolving the matter.
HOW DO I TRACK MY DELIVERY?
Once your order has been shipped, you’ll receive a shipping confirmation with tracking details. You can then check the progress of your order with this tracking number online with the relevant carrier.
can i request delivery on a specific date?
We are unfortunately unable to offer or confirm specific delivery dates due to the nature of shipping and the timeframes of Australia Post and Sendle. To avoid disappointment please ensure that you place your order well in advance. We may be able to accommodate local delivery on a specific date so please feel free to contact us with your request if delivery should be within the Yarra Valley VIC.
authority to leave
Our courier has ‘authority to leave’ and will leave the parcel at the delivery address without obtaining a signature upon delivery if safe to do so.
MY ORDER DIDN’T ARRIVE, WHAT CAN I DO?
Thankfully this has never happened, but if it does we will figure this out together. Our couriers work independently from Love Joe and as such, if your parcel hasn’t been delivered by the expected time or you’re worried it’s gone missing you will need to contact them as soon as you can. We will also do our bit on our end and contact them to ensure that the matter is resolved as soon as possible.
MY DELIVERY HAS BEEN DAMAGED, WHAT CAN I DO?
If any items in your box have been damaged you will need to advise us immediately, as well as lodge a claim with the relevant courier. You may also be required to take photos in order for us to lodge a claim.
If sent via Australia Post, you can present the damaged item and the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item). Please refer to the Australia Post website for more information.
If sent via Sendle you will need to advise us as soon as possible and also send a photo of the damage (see below for photo requirements) so we can lodge a damaged parcel claim. This claim can only be lodged within 10 business days of the parcel being delivered, after that a claim will not be possible.
Please ensure that you take a photo of the damage that includes all of the following in the image: the packaging, the parcel label (clearly showing the reference number), and the damaged item. Important: These all need to be displayed in the one photo for the claim to be processed. This photo will need to be forwarded to us within 3 business days to allow us adequate time to lodge the claim on your behalf, before the claim period expires.
shopped with us before?
We would love to hear about your past or recent gifting experience with Love Joe. It’s your support that breathes life and love into our small business! Leave your Google Review now: https://g.page/r/CV_6FwCfSoVJEBI/review
Interested in collaborating with Love Joe?
Yay! We’re so glad you thought of us and love to collaborate with like-minded small businesses based in Australia. Please fill out our Contact form to pitch us your ideas and we'll be in touch!
Does Love Joe do bulk corporate/client gifting?
We absolutely do and love organising the perfect gift for your employees or clients! Please complete our Contact form with your budget, quantities and audience so we can work our magic and come back to you with some options. Also see our Corporate tab for further information and clarity on how Love Joe can assist you in this space.
custom gift boxes/create your own
Currently our website does not have the capacity for a ‘create your own’ option, however, we do take requests for custom gift boxes and love working with you to create the perfect gift selections for your loved ones. Please feel free to contact us to enquire about a create your own box.
have a question that hasn’t been answered ?
Please feel free to get in touch with us ! You are welcome to contact us using the online form provided on this site or alternatively you can direct message us on Instagram for any queries you have.