Refund policy

At The Old Lolly Shop, we take pride in delivering high-quality confectionery with care. Because our products are perishable, we do not accept returns or exchanges unless required under Australian Consumer Law.

Damaged, Incorrect, or Faulty Items

If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at customer@theoldlollyshop.com.au. Include your order number and clear photos of the issue so we can assess your claim.

If eligible, we’ll offer you a replacement, store credit, or refund—your choice where possible.

Warm Weather & Chocolate Orders
We take great care in packing chocolate items, but please note that heat-sensitive products can melt if left in warm conditions. Once your parcel has been delivered to the address provided, we can’t take responsibility for any melting or heat damage that occurs after delivery.
To reduce the risk, we recommend choosing Express Shipping and arranging for someone to be home to receive your order during hot weather.

Non-Returnable Items

Due to the nature of our products, we are unable to accept returns for:

  • Perishable goods, including all food and confectionery

  • Change-of-mind purchases

  • Gift cards and sale items

Your Rights Under Australian Law

Nothing in this policy limits your rights under Australian Consumer Law. You are entitled to a refund or replacement if a product is:

  • Faulty or defective

  • Unsafe

  • Significantly different from its description or sample

If you believe this applies to your order, please reach out—we’ll make it right.

Refund Timeframes

Approved refunds will be processed back to your original payment method within 10 business days. If you haven’t received your refund after 15 business days, contact us at customer@theoldlollyshop.com.au.