Info & FAQ's - GroovyChocolate - Australian Made Personalised Chocolates

GroovyChocolate

Australian Made Personalised Chocolates For All Occasions

Information, FAQ's, T&C's & Privacy Policy

Information & FAQ's

How can I pay for my chocolates?
Due to the personalised nature of our chocolates, payment in advance of production is required. Our preferred method of payment is by bank transfer, Visa and Mastercard payments are also available via Paypal, subject to a 2% surcharge of the total. All website orders are paid for online by Paypal or Visa & Mastercard via Paypal's secure server

Are my credit card details safe with you?
GroovyChocolate at no time holds your credit card details. When you start the payment process you are automatically transferred to Paypal's secure card transaction system. This system uses full 128-bit SSL+ encryption which encodes your credit card details prior to transmission. You should be able to see a little padlock sign at the top of your computer screen at this stage which confirms that you are operating within a secure environment. Don't worry, you do not have to do anything for this to happen.

Payments handled this way are designed to be more secure than credit card transactions made over the phone or even in many restaurants.

If you have any queries about security on our site please click on this link to find out more about Paypal and why their transaction system is safe. Paypal employs the highest standards of security and is authenticated by Verisign.

Do you charge GST?
Yes - Prices listed on our website clearly state that they do not include GST, it will be added in at the rate of 10% on all invoices. In the 'Single Orders' area of our website, prices include GST and generally no invoices are issued for these although we can do so request

What is the cost of delivery?
For individual orders, see respective webpage for details. For corporate/group orders, please email us with your requirements and we will calculate a price for you. Price will depend on quantity of chocolates, delivery location, and type of packaging required due to weather conditions

How long does it take to deliver my order?
Time varies between products, lead times for each are on our product webpages. We will advise lead time when ordering, or if you need your order in a hurry, get in touch to discuss if we can rush our usual process. The delivery time varies depending on location, and some geographical restrictions may apply. Please also note that we cannot deliver on Weekends or public holidays

Do you deliver internationally?
No. We delivery only to Australia & New Zealand

What happens if I have a complaint?
We do hope that none of our customers have any cause for complaint - we have taken great care in the design of our products and packaging to ensure that it arrives in perfect condition, but we acknowledge that on rare occasions things may not go to plan. If our products or service do not live up to your expectations please do not hesitate to send an email to sales@groovychocolate.com.au or return the goods to us by post with a covering letter to:

GroovyChocolate Pty Ltd
PO Box 4380
Hoppers Crossing
VIC 3029
Telephone: 0437-GROOVY (476 689) - Office Hours Only
Fax only: (03) 83 682 682

We endeavor to ensure that any customer comments or complaints are dealt with in a professional, fair, confidential and effective manner. We guarantee to respond to all complaints and to keep you informed of the progress of any investigations necessary for the satisfactory resolution of your enquiry.

Complaints and customer comments are valuable to us and are actively encouraged. It is often only in this way that we are able to improve our current service standards for the benefit of all. Please note that we cannot entertain any claims for melted products in transit where our recommendation for packaging or courier service level is ignored

Do GroovyChocolate products contain nuts?
Unless clearly indicated (eg Macadamia shortbread, Hazelnut Pillowcase chocs) the answer is no, but we cannot guarantee that our products do not contain traces of nuts. The factories where our products are made may use nuts in some of their other products, and despite using the latest techniques there is always a chance that some cross-contamination might occur

Terms & Conditions

GroovyChocolate's Gift Service

It is the GroovyChocolate mission to deliver the best possible customer service at all times, we therefore adhere to and if possible exceed all of the current and proposed legislation and trade body guidelines. The conditions below do not affect your statutory rights according to Australian law. These include all of the current guidelines regarding the information that we hold on you

Definitions

GroovyChocolate's Gift Service is operated by GroovyChocolate Pty Ltd (ABN 34 116 004 856), PO Box 4380, Hoppers Crossing, Victoria 3029.

Telephone: 0437-GROOVY (476689) - Office Hours Only Fax: (03) 83 682 682

If you need to contact us please email sales@groovychocolate.com.au

Ordering

No order is binding upon GroovyChocolate until accepted by us.

GroovyChocolate will make all reasonable efforts to supply the goods ordered by the customer (whether to the customer directly or to the recipient requested by the customer) within the delivery time indicated at the time of order.

The customer is responsible for ensuring that any goods ordered are suitable for the customer's purposes and meet the customer's requirements. As the goods are tailored to the specific requirements of the customer, no cancellation or changes may be requested or refunds can be made once the order has been placed

Products

Product and packaging are subject to change or substitution without prior notice

Returns

We regret that if your order is returned to us by either Australia Post or TNT because they were unable to deliver for any of the following reasons, then we will not be able to issue a refund, although we will be happy to resend the item once we have received confirmation of the recipient name and address. There will be an additional charge for re-posting and packing prior to re-dispatch.

Package not called for
Addressee unknown
Addressee gone away
Address incomplete
Address incorrect (including postcode)
Item refused
No answer

We will make every effort to contact our customer by email to obtain confirmation of the appropriate details, but in the event that we cannot contact the customer or the customer refuses to provide confirmation of recipient details or refuses to provide payment for re-postage charges, after a period of three months from order creation date the order will be judged to have been completed in full and the returned products destroyed

GroovyChocolate Images and Text

It is important that the customer obtains the permission of the owner of the copyright (and any other intellectual property rights anywhere in the world) for any wording or images before submitting them to GroovyChocolate. By submitting wording or images the customer is permitting GroovyChocolate to use them in connection with the customer's order, and unless otherwise indicated at time of ordering, also to reproduce photographs of said order for advertising purposes on GroovyChocolate's websites and advertising materials.

GroovyChocolate reserves the right to refuse to use any wording or images supplied by a customer where, in GroovyChocolate's opinion, to do so would be illegal, immoral, in poor taste or would infringe the intellectual property rights of any person in any part of the world.

Where GroovyChocolate does use any wording or images provided by the customer then this shall be at the customer's risk. GroovyChocolate shall not be responsible for any loss, claim, cost or damage incurred by the customer (or any recipient of the goods) as a result of the inclusion of any wording or image on the goods at the request of the customer. In addition, the customer will indemnify GroovyChocolate against all and any loss, claim, cost or damage incurred by GroovyChocolate as a result of any wording or image on the goods at the request of the customer.

If you are the copyright owner of any image on one of GroovyChocolate's websites and would like it removed, we will be happy to comply, a simple phone call or email will suffice - no need to get legal!

Colour Variations and Print Quality

Customers should be aware that GroovyChocolate are unable to guarantee exact colour matching of any image submitted to them. The printing process is carried out using ink-jet print technology and food grade inks and accurate reproduction is limited to what can be achieved using this process.

GroovyChocolate printed bars are printed at 360 dpi regardless of the resolution of any image submitted by the customer. Customers should be particularly aware that most images obtainable from the internet are of low resolution and whilst these images may appear to be of high quality when viewed on a computer screen, these images are often not suited to reproduction at larger scale and in higher resolution

All Web site design, text, graphics, the selection and arrangement thereof, and all software compilations, underlying source code, software (including applets) and all other material on this Web site are copyright GroovyChocolate Pty Ltd and its affiliates (excluding company logos supplied by customers displayed on our website for advertising purposes, which remain the copyright of the respective companies), or their content and technology providers. ALL RIGHTS RESERVED.

Permission is granted to electronically copy and to print in hard copy portions of this website for the sole purpose of placing an order with GroovyChocolate or using this Web site as a shopping resource. Any other use of materials on this website - including reproduction for purposes other than those noted above, modification, distribution, or republication - without the prior written permission of GroovyChocolate Limited is strictly prohibited

Trademarks and Patents

GroovyChocolate is a Registered Trademark and the process by which GroovyChocolate printed chocolates are manufactured is covered by UK Patent Application No. 0013574.9 filed on 6 June 2000.

Governing Law

These Terms and Conditions and any legal relationship between the Customer and/or the recipient of the goods and GroovyChocolate shall be governed by the law of Australia and submitted to the exclusive jurisdiction of the Australian Courts, but without prejudice to the right of GroovyChocolate to seek recovery of any sums due to it before any court of competent jurisdiction

Privacy Policy

Sharing your information with other companies

When you order an item from us, we collect your name, address, contact number and email address. This information will be used to process orders and, if necessary, to contact you regarding the status of your orders. We never pass your details on to third parties. We have a firm commitment to protecting your privacy and security as our customer. We do not sell, trade or share individual customer contact information with third parties. The only exception is if a situation should arise where we are asked to co-operate with law enforcement officials in the investigation of alleged unlawful activities of our customers related to electronic communication transmitted on our site. We will have no legal liability for such disclosures.

Credit/Debit Card Transactions

GroovyChocolate does not process, handle or store any information in relation to the online credit card transaction information or processing required to complete any order with GroovyChocolate. This process is carried out entirely by Paypal using their Secure Processing Systems.

Purchase History

A record is kept of your purchases. Your previous orders may be used to present you with the most relevant products and gift ideas and to provide you with a better overall user experience. Your individual order information will not be provided to third parties for any purpose. You have the right through Data Protection legislation to request, for a small fee, any data we hold on you. Please contact if you wish to enquire about the data we hold.

What information do we compile?

In addition to the details provided by you when using the site, information is automatically retrieved, for example on browsing patterns through the site. This is used only in aggregate form; no individual will be identified. The aggregate data allows GroovyChocolate Pty Ltd to analyse the site traffic and thus improve the service offered.

Information Storage

Information is stored centrally on a secure database. Direct access to this database is restricted to authorised GroovyChocolate staff. GroovyChocolate Pty Ltd has taken every reasonable step to ensure that your information is held securely at all times and that access to it is closely monitored.

Are my personal pictures and messages private when I purchase gifts?

All GroovyChocolate printed chocolates will be checked for quality control purposes and will be screened for defamatory, racist, offensive, abusive, indecent or obscene pictures or messages and for those that may be menacing or in breach of confidence, copyright or any other legal rights. After this quality control process the product will be packaged in such a way that neither the picture nor message can be seen during transit. We occasionally like to feature photos of finished customers' chocolates on our website, permission to do so is assumed granted unless we are told otherwise. Personal information is never displayed or shared with third parties

What are cookies and how do we use them?

A cookie is a small file that can be stored on your computer's hard drive. GroovyChocolate uses cookies to provide features such as auto-login and to determine when customers have previously registered on our site. Our cookies do not contain any personal information, so only GroovyChocolate will be able to use the cookies to determine your identity.

What is an IP address and how does GroovyChocolate use them?

An IP address is a number that is assigned to your computer when you are browsing on the Internet. The servers that hold our web site automatically identify your computer by its IP address. We do log IP addresses, but the addresses are not linked to individual customer accounts nor are they used in any other way to personally identify our customers.

Does GroovyChocolate ensure the privacy practices of other sites to which it provides links?

While we carefully select the websites to which we link, we are not responsible for the privacy practices or the content of these websites.

How will I know when GroovyChocolate changes its privacy policy?

Our privacy policy is regularly reviewed to make sure we continue to serve the privacy interests of our customers. We reserve the right to change and update the privacy policy and these changes will be posted on this page. We encourage you to visit this page from time to time to ensure you are aware of our any changes we may have made.

How can I contact GroovyChocolate?

If you have any concerns regarding any personal information relating to you that we are holding, please contact us directly either by email at sales@groovychocolate.com.au or by writing to: GroovyChocolate Pty Ltd, PO Box 4380, Hoppers Crossing, VIC 3029

Sales enquiries : Email - sales@groovychocolate.com.au Tel - 0437-GROOVY (476689)