FAQ & POLICIES
How do I place an order?
Simply click on the product you wish to purchase, choose your quantity and click on add to cart. You can simply keep shopping this way until you are ready to checkout. To checkout click on your cart (in the top right hand corner) and view your cart. Whilst on this page you can add a note to the seller if you have any further instructions or simply click on checkout and follow the prompts and your payment will be processed and your order shipped within a timely manner.
If you have any questions regarding our products please do not hesitate to contact us prior to placing your order.
How long will it take for me to receive my order?
Please allow 7 to 14 working days for your order to be handmade and sent. This may take a little longer during peak seasons. As far as you receiving your order, this depends on the area you live in as our courier will attempt to get your items to you as soon as they are practicably able to. Most major areas estimate between 1 to 3 working days, with some remote areas up to 10 working days.
Any custom orders, please allow up to 14 working days for your order to be handmade and sent and your receiving times will be similar to above.
Payment and Postage
All prices are in Australian dollars.
We accept PayPal and most types of credit cards. Even though our shopping cart is through PayPal, you are able to use your credit card if you do not have a PayPal Account. Your credit card information is protected, please see our security policy for peace of mind.
We currently mainly post within Australia as reflected by our postage charges.
Our Postage and Handling charges include tracking and are as follows:
FREE SHIPPING on orders over $99 (Australia Only)
Anything that is larger or more customized will have to be quoted separately and can be done by you contacting us prior to placing your order. Your postage charges will be shown once you checkout at the shopping cart. All Australia Post orders will occur a small travel fee, as they are not our primary courier, resulting in a special trip to our local post office.
The Free Shipping offer does not apply to orders that are being shipped out using a separate postal company.
PICK UP now available from FROSTED KITCHEN cupcakes & cookie store! Shop 4/1 Marble Arch Drive, Arundel. Queensland 4214 (located at the United Service Station complex)
Tuesday to Friday – 10am til 6pm
Saturday – 10am – 3pm
Sunday & Monday – Closed
Please don’t for get to state your full name and order number from House of Melts when collecting your order, to help save any confusion with their customer orders.
Also note that international shipping is also offered. Please contact us prior to placing your order for a quotation for this.
We take all reasonable steps to keep secure any information we hold about you. We may store personal information electronically on our computer system and in hard-copy form. Firewalls, SSL encryption, anti-virus software and email filters act to protect all our electronic information.
Your credit card information is not stored on our servers as it is processed by PayPal.
Returns & Refunds
As we aim to please our customers, we will endeavour to rectify any issues with our products within a timely manner. Please let us know within 24 hours of receiving your goods by completing the information on the Contact Us page. We will respond promptly and give you further instructions.
Any returns must be sent back through Australia Post with Tracking within 7 days of receiving our instructions. Postage costs will be at the buyers expense.