Frequently Asked Questions

All the answers for your questions

 

Hey there, check out our FAQs below. If you don't see an answer to your questions please contact us!

  

When will I receive my order?

COVID-19 UPDATE

We are working hard during this time to ship orders. Please note, Australia Post and Couriers are experiencing significant delays. Some areas are particularly affected, with delivery timeframes longer than usual. Australia Post has attributed these delays specifically to:

  • Reduction in air freight capacity and passenger flights (which also carry their parcels)
  • A significant increase in parcels due to more people shopping online and avoiding physical stores
  • Health & safety measures at their facilities (such as social distancing through zoning and dedicated shift start times to reduce cross over of workers)
  • Reduction of customs staff in some countries, delaying processing and clearance of imported parcels 

Thanks for your patience and understanding during this time!

 

Dispatch Timeframe

Orders are generally sent within 3-5 business days and your tracking link will be emailed to you on the day of dispatch. Please allow slightly longer for your order to be processed during COVID, sale periods, public holidays and Christmas. We do not cancel orders or process refunds if orders are dispatched within a reasonable timeframe surrounding our guide of 3-5 days. Please allow plenty of time for your orders to arrive.

 

Shipping costs 
Shipping costs are calculated live at checkout and are based on the weight of your order and the delivery address. We partner with Australia Post and Couriers Please for our deliveries.

***During the COVID-19 pandemic delivery times below may vary.***

 

Domestic shipping:

Generally your orders will be dispatched within 3-5 business days. You will get a confirmation email at the most important stages of your delivery.

Once dispatched, we estimate delivery times of:
Sydney, Melbourne and Brisbane: 1-3 business days
Adelaide: 2-4 business days
Perth, NT & Tasmania: 5-7 business days
Regional hubs (eg. Wollongong, Gold Coast and Geelong): 2-4 business days
Other regional and remote areas can take longer for delivery.

Please note: Only Australia Post can deliver to PO Boxes or Parcel Lockers. 

 

International:

We use Sendle to deliver to the following counties: New Zealand, Singapore, United States, Canada, Ireland, Spain, Germany, Greece, Sweden, Switzerland, Belgium, Portugal, the Netherlands and France. 

Zone 1 (NZ): 3-8 business days

Zone 2 (The rest): 6-13 business days

Any applicable duty and tax at destination country are receiver’s responsibility. If unsure, please familiarise yourself with customs requirements and import duty/tax thresholds in your country prior to placing an order. 

Please note The Showbag Shop does not cover import liabilities that may be applied by the government of the destination country. We not accept any responsibility for customs delays, duties or taxes that may apply in the destination country. Under no circumstance will The Showbag Shop accept any orders back due to rejection of customs charges. 

The Showbag Shop is not responsible if customers are not notified by their country’s postal authority that items are awaiting payment of customs duties and taxes.

 ***Please note: we are currently not shipping to the UK while we prepare for Brexit changes (applying for VAT etc). We apologise for any inconvenience during this time and hope to be able to ship to the UK again soon!

 

Terms and Conditions: 

Please note, if an order is returned to sender due to the goods not claimed within the courier's required time frame or an incorrect address provided, there are two options:

1. We can refund the order minus the original shipping charge and return to sender fee 

2. We can resend the order, however the shipping charge will need to be paid again by customer prior to dispatch

If an order is not delivered within the expected timeframe, we can open an investigation with the relevant carrier to locate the parcel. Please note, we cannot resend/refund the order until the investigation is complete and the parcel is either located or officially classified as lost.

If an 'authority to leave' is requested, we cannot accept responsibility for missing packages.

 

My parcel was returned to sender, what do I do?

The Showbag Shop does not take responsibility for uncollected parcels that are returned to sender, or incorrect addresses that are returned to sender. If your tracking states that the parcel has been delivered, please first check with your local post office (either by phone or dropping into the local shop) before contacting us. Alternatively call Australia Post or the Courier with your tracking number to acquire further information.

Please note, if an order is returned to sender due to the goods not claimed within the courier's required time frame or an incorrect address provided, there are two options:

  1. We can refund the order minus the original shipping charge and return to sender fee 
  2. We can resend the order, however the shipping charge will need to be paid again by customer prior to dispatch

If an order is not delivered within the expected timeframe, we can open an investigation with the relevant carrier to locate the parcel. Please note, we cannot resend/refund the order until the investigation is complete and the parcel is either located or officially classified as lost.

If an 'authority to leave' is requested, we cannot accept responsibility for missing packages.

 

I accidentally entered the wrong address in my order, what do I do?

If you accidentally provided the wrong address please email us immediately: orders@showbagshop.com.au

Unfortunately, if your parcel has already been shipped we are unable to change the address and the cost to have the parcel reshipped will be at the customers expense.  

 

My order exceeded the limit, what do I do now?

Our online orders do have a weight limit for bulk orders (40kg). If you are looking to order any of our showbags or products in bulk that exceed 40kg, contact us directly and can assist you to process the order offline and organise a more cost effective delivery method.

 

I'm a wholesaler, can I order through the website?

We only retail our 10kg Bertie Beetle cartons online for wholesalers. You must be an approved wholesaler to retail online, in-store or at shows. You can apply here. You can also contact us on (02) 8332 4900 or email wholesale@showbagshop.com.au. To wholesale other products please contact us for our wholesale catalogues.

 

What payment options do you have?

We offer payment via credit card, Paypal and Afterpay. We have a minimum spend of $100 for using Afterpay. Your shipping cost counts towards the $100 spend. 

 

What ingredients are in Bertie Beetles? Are Bertie Beetles gluten free and safe for coeliacs?

Bertie Beetle chocolates contain the following ingredients: Sugar, Vegetable Fat, Emulsifiers (Soy Lecithin, 492), Milk Solids, Cocoa, Toffee pieces (8%) [Sugar, Glucose Syrup (derived from wheat), Vegetable Fat, Raising Agent (Sodium Bicarbonate)], Salt, Flavours. Contains milk, soy and wheat. Made on equipment that processes products containing peanuts and tree nuts. Made in Australia.

Are Bertie Beetles are Gluten Free? Yes. Bertie Beetles do contain highly refined glucose syrup which is derived from wheat. Coeliacs Australia has consulted with relevant experts and is advised that products containing wheat glucose syrup continue to be suitable for the vast majority of individuals with coeliac disease. Refer to this article for more information. 

We understand sensitivity to gluten varies; the choice to consume products containing glucose syrup remains with the individual. 

Nutrition table: Bertie Beetle

Bertie Beetle Nutrition Table

 

How much is shipping?

Shipping costs are calculated live at checkout and are based on the weight of your order and where it's going to. We use Australia Post and Couriers Please. For international shipping we partner with Sendle. These will be sent via Sendle's network and then once the parcel reaches the destination country the parcel will be handed to the national postal service for local delivery.

Free shipping applies to all orders within Australia over $100. Free shipping does not apply to bulk and wholesaler orders or international deliveries.

  

Fundraising enquiries

We receive so many requests for donations and wouldn’t have a business if we were to donate to everyone so we have a select few organisations which we support.

We do have some options that may assist you in your fundraising endeavours –

We wholesale Bertie Beetle to approved businesses and customers. You can apply here

We have a fundraising partner, Mr Showbags, who specialises in school fundraising. Visit the website here

  

For any PR/Media queries please contact:

Kate Young, Marketing Manager

02 8332 4900 or kate@chicanemarketing.com.au