Frequently Asked Questions

Yes, once you submit your artwork or work with us on a custom design, we'll create a digital proof for your approval before anything goes to print. If any adjustments are needed, we will make changes until you're completely happy.

Absolutely! We offer free custom designs for clients who don't have a design ready. Just tell us what you're thinking - want to match an invitation or theme? A colour palette, some inspiration images, or a quick description - and we'll take care of the rest. Simply order via our custom design products here - Order Custom Designs

No. Custom design is included at no additional cost.

For best print quality, we recommend artwork at 300 DPI or higher. Low-resolution files can result in blurry or pixelated prints. If you're unsure whether your file meets this requirement, just send it through and our team will assess it and advise you.

Yes! If your artwork needs resizing, reformatting, or other adjustments, our design team will handle that for you at no extra charge. We'll make sure your artwork fits the product's dimensions while preserving its quality.

Most orders are shipped within 5 business days, however, to ensure that all your favours are perfectly ready for your big day, we recommend placing your order at least three weeks in advance. This will ensure that all items are in stock and allow sufficient time for personalisation and delivery.

If you like to be organised, but your event is still a while away, you can select delayed shipping at checkout and we will ship your order closer to your event date.

Production times vary depending on product type, design complexity, and quantity. Standard custom orders take around 5 business days, while rush orders can be completed in 3 days. Very large orders may take a little longer. We always communicate timelines upfront and do our best to meet your deadline.

We cater for everything from intimate gatherings to large-scale events. Our minimums are among the lowest in the industry - for example, you can order as few as 12 chocolate bars, 50 mini chocolates, or 15 lolly bags. We can also handle orders of 10,000+. Minimum order quantities vary by product and are shown on each product page.

Yes, simply the select the option to see a design proof while ordering. Proofs will arrive within 2 business days, and any revision requests will be turned around the following business day. We're happy to do as many rounds as needed.

Unlike many personalised product companies, we don't charge an artwork setup fee. The price you see on our website is the price you pay - plus shipping.

Yes! We understand that deadlines can sneak up on you. Rush production is available for most products with a typical lead time of 3 business days (except for very large orders). An additional rush fee applies which can be selected at checkout.

You can either place your bulk order directly through our website, or contact our team and we'll put together a quote for you. Get in touch via our contact page and we'll be happy to help.

We know how important it is that your treats arrive looking just as beautiful as when they left us - that's why we offer a no melt guarantee. If your order arrives melted, we'll replace it or refund you in full.

If you find your order is melted, get in touch with us within 24 hours, photos included, and we'll take care of everything from there.

Please note this guarantee applies to the delivery journey only - it doesn't cover what happens after your order has been successfully delivered, or in cases of redirection or onforwarding.

Yes! At checkout you can select a delayed shipping. Your order will be shipped closer to your event date.

From order to dispatch typically takes 5 business days (7 during peak periods), plus freight time across Australia. If you're in a hurry, we can produce your order in just 3 business days (5 during peak periods) - a rush charge applies. Very large orders may take a little longer.

Once dispatched, shipping is generally 1–4 business days. Metro deliveries can often arrive in just 1 business day during non-peak times. The closer your address is to a metro area, the faster delivery typically is. Deliveries are not made on weekends or public holidays.

Once dispatched, shipping is generally 1–4 business days. Metro deliveries can often arrive in just 1 business day during non-peak times. The closer your address is to a metro area, the faster delivery typically is. Deliveries are not made on weekends or public holidays. Rural and regional areas may take a little longer.

We currently ship physical products within Australia only. Online & digital products can be received worldwide!

Great question for those Aussie summer months! We've got a clever system in place to make sure your chocolates survive the heat in transit. During extreme heat spells or before long weekends, we might hold your order an extra day to give it the best chance of arriving looking (and tasting) perfect. If anything does arrive less than ideal, snap a photo and send it through with your order number - we've got you covered.

Please contact us as soon as possible if you need to update your shipping address. If your order hasn't yet been dispatched, we'll update it for you. Once shipped, address changes may not be possible, but our team will guide you through the available options.

We keep our product prices as competitive as possible, which means we aren't able to absorb shipping costs. However we do offer a very reasonable flat rate shipping of $14.95 Australia wide.

We work with Australia Post. For larger shipments, we may also use freight companies. The carrier is selected based on the most efficient option for your location and timeline.

Yes! If you're based in Sydney, you're welcome to collect your order from Sans Souci. Simply select local pick up at checkout.

We know how important it is for your order to arrive on time, especially when you're planning an event. If there's ever a delay, we'll be in touch as soon as we know and will work hard to resolve it quickly. You'll never be left wondering where your order is.

Exact delivery dates can't be guaranteed, but express shipping options are available if you're working to a tight timeline. If your event is still a little way off, you can also choose a delayed dispatch date at checkout.

Don't panic! First check with neighbours, your building manager, or any usual delivery spots around your home. If it's still missing, reach out to us right away with your order number and we'll work with the carrier to track it down and sort it out for you.

Yes! We can deliver to P.O. Boxes. Just make sure your full address details are entered correctly at checkout to keep things running smoothly.

We get started on your order straight away, so please take care when selecting your products and entering your delivery details. While we're unable to offer refunds for change of mind or cancellations, we're more than happy to make design adjustments before your order goes to print - just reach out as soon as possible. Refunds cannot be provided for orders undeliverable due to address errors, and shipping costs are non-refundable. Any approved refunds will appear in your account within 2 weeks, depending on your bank.

We take great pride in the quality of our products, so if something arrives damaged we want to make it right. Return any unopened items within 30 days of delivery and we'll arrange an exchange or full refund for you. From the time you hand your return to the shipper, please allow up to 2 weeks for the refund to reach your account - though in many cases it will arrive sooner than that.