Appetiser: Most commonly asked questions

Butter Sweet is an online gifting SINsation based in Canberra, ACT. We do not currently have a publicly accessible bricks and mortar store front.

Yes, we do! We hold a current food business registration, and our registration number is 0133/21. We are approved for the supply of shelf-stable foods that do not need to be stored in the fridge to make them safe for consumption (this also means you do not need to put them in the fridge when you receive them!). We are also appropriately insured and have undertaken all mandatory food safety training. Further, we have a nominated food safety supervisor, who has been trained appropriately.

All suburbs in Canberra, plus some surrounding areas of NSW: Crestwood, Googong, Greenleigh, Gundaroo, Jeir, Jerrabomberra, Karabar, Murrumbateman, Queanbeyan, Royalla, Springrange, Sutton, The Ridgeway, Wallaroo. A full list of delivery areas can be found here.

Our website has been calibrated to exclude delivery outside our current delivery zone, however, sometimes orders sneak through. If an order is placed for delivery to an area outside our delivery zone, we will reach out to you via email to arrange a full refund or request that your delivery be redirected to an alternative location within our delivery zone.

We deliver Tuesday through Saturday, excluding public holidays. Unless otherwise advised, we are closed on Sundays, Mondays and public holidays due to child caring responsibilities.

Orders placed through our website are eligible for a $15 flat rate delivery fee regardless of location across our delivery zone. Please note, this fee applies per delivery location (i.e. one location, one delivery fee). If you would like to place a bulk order for delivery to multiple locations, please contact us at hello@buttersweet.com.au at least 48 hours prior to your preferred delivery date and we will provide you with an appropriate delivery quote based on the delivery locations provided.

Please note, corporate and event orders are subject to different delivery fees to accommodate specific delivery timeframe requests and locations that may fall outside our regular delivery zone. Please contact us at hello@buttersweet.com.au at least one week prior to your preferred delivery date to discuss.

We do not currently offer postage of our gifts outside of Canberra due to the nature of most of the edible products included in the gift hampers, but we are looking into how we can offer this option for our gift boxes that do not include baked items. Watch this space!

We do! If you would prefer to collect your order, select Pick Up at checkout and you will be provided with the pick up address. Pick up is free of charge, and available from our registered location in Moncrieff, ACT. Please note, pick up hours are strictly 8.30-9.30am AEDT and 5-6pm AEDT, Tuesday to Saturday.

You can place an order up to two months in advance, or as short as the day prior to delivery. However, you must select the correct date for delivery, including for next day delivery, as deliveries will only be made on the date that has been selected.

• Orders placed by 3pm AEDT Monday to Friday are available for next day delivery Tuesday to Saturday.
• Orders placed after 3pm AEDT Friday, or on Saturday or Sunday, are next available for delivery on Tuesday.

Please note, holidays and special occasions (e.g. Valentine’s Day) are subject to different deadlines. Pre-order deadlines for those occasions will be advertised on our website, social media pages and communicated via email to our subscribers.

3pm AEDT Monday to Friday for next day delivery Tuesday to Saturday.
• Orders placed by 3pm AEDT Monday to Friday are available for next day delivery Tuesday to Saturday.
• Orders placed after 3pm AEDT Friday, or on Saturday or Sunday, are next available for delivery on Tuesday.

Send us an email ASAP at hello@buttersweet.com.au or call or text us on 0432 114 566 with your preferred product. We may be able to squeeze your order in for next day delivery or provide you with a suggested available alternative gift. We can’t always do this, but it’s worth asking!

Absolutely we do! Please email us at hello@buttersweet.com.au at least one week prior to your preferred delivery date to discuss further.

Unfortunately, we do not offer delivery time slots. Our delivery run is carefully planned with efficiency and proximity of locations in mind, which changes from day-to-day based on orders received. For this reason, we cannot advise or guarantee that your order will be delivered at a specific time. However, if you are aware that the recipient will only be available for certain time periods, please include this information in the notes section (e.g. "Recipient finishes work at 3pm - please deliver to the business address before that time") and we will bear that information in mind when planning the delivery route. If you require your order for a specific time, we recommend selecting Pick Up at checkout.

If a particular date cannot be selected for delivery, we are either closed that day or have sold out. There is no delivery on Sundays, Mondays or public holidays (unless otherwise specified).

We do not currently offer same day delivery. Our gifts are carefully prepared by hand with love, and we do not want to compromise quality or taste by rushing the packing or delivery of your order.

Your order will be delivered on the date you selected at checkout. If you can't remember the date you selected, you can refer to your order confirmation email (please check spam/junk folder if it is not in your main inbox).

If you need to change this date, please reach out to us ASAP at hello@buttersweet.com.au or on 0432 114 566. Requests to bring forward the delivery date that are made more than 24 hours in advance of the existing delivery date can generally be accommodated. Requests to delay delivery to a later date that are received less than 24 hours prior to the existing delivery date may incur a fee commensurate to replacing the items in the order (minimum 50% of the order value).

Deliveries commence from 10am AEDT, Tuesday through Saturday, and typically conclude by 4pm AEDT (*holidays and special occasions excluded). Unfortunately, we cannot advise or guarantee that your order will be delivered at a specific time, as we carefully plan our delivery route with efficiency and proximity of locations in mind.

On standard delivery days (*holidays and special occasions excluded), the recipient will receive a text message with an estimated timeframe for arrival (typically a two-hour window). This text message will be sent to the contact number entered for the recipient at checkout.

If you require your order for a specific time, we recommend selecting Pick Up at checkout.

Please note, holidays and special occasions (e.g. Valentine’s Day) are subject to different delivery timeframes. Delivery timeframes for those occasions will be advertised on our website, social media pages and communicated via email to our subscribers.

Unfortunately, we cannot advise or guarantee that your order will be delivered at a specific time. However, if you are aware that the recipient will only be available for certain time periods, please include this information in the notes section (e.g. "Recipient finishes work at 3pm - please deliver to the business address before that time") and we will bear that information in mind when planning the delivery route.

If you require your order for a specific time, we recommend selecting Pick Up at checkout.

Our products include food items such as baked goods and chocolates. For this reason, we prefer to hand deliver our gifts to the recipient to ensure maximum quality and protection of the product.

We will not leave any delivery unattended at a delivery location without express authority to do so. Express authority can be provided when checking out via the website, or by the recipient on the day of delivery via the anticipated delivery timeframe text message.

Express authority to leave the delivery unattended at the delivery location can only be provided where the following conditions are met:
• the delivery location must be accessible, meaning
o the address must be a residential address, and
o the address must not be in a townhouse complex, apartment building or other structure that requires swipe card, pin or key entry to access the front door of the delivery address; and
• the delivery location must be safe, meaning
o any pets are restrained, and
o there is a protected spot for the delivery to be left that is undercover, protected from heat and direct sunlight, dry and sheltered from inclement weather (particularly rain), free from pets (e.g. dogs) and pests (e.g. ants), and safe from theft by passersby; and
• the recipient or suitable other person will arrive at the property within six hours of delivery; and
• the delivery does not include alcohol (see further information below).

If express authority has been provided, but the delivery driver arrives at the delivery address to discover the above conditions are not met, the delivery will not be left at the address. Reasons for this decision will be provided in writing to the person who provided express authority, and pick up or redelivery will need to be arranged at their expense. Although rare, this typically occurs where we cannot access the apartment building of the recipient, or it is raining and there is no sheltered, dry location to leave the delivery without it being immediately damaged.

We are responsible for delivering your order to the nominated delivery address and ensuring your order arrives at that location undamaged. As the buyer/sender, you are responsible for determining whether your recipient (or another suitable person) will be at that delivery address on the day of delivery. If you are unsure, we recommended that you check with your recipient before placing an order.

Where a delivery includes alcoholic products
Paragraph 8A(2)(b) of the Liquor Act 2010 (ACT) permits the inclusion of alcohol in our products where the liquor supplied does not exceed 1.5L and has a value not exceeding half the sale price of the product. Butter Sweet supports the responsible service of alcohol. It is an offence to supply alcohol to a person under the age of 18 years. Persons under the age of 18 years are not permitted to purchase or accept delivery of any of our products that include alcohol.

Products that include alcohol will not be left at any delivery location, as they are ineligible for express authority to leave unattended and must be accepted in person by a person over the age of 18 years. The delivery driver may ask them to present valid photo identification to verify their age. Where possible, if the recipient is under the age of 18 years or refuses to present valid photo identification when asked, the delivery driver will remove the alcoholic element from the delivery. In this situation, Butter Sweet will contact the person who placed the order to arrange an appropriate refund commensurate to the item removed from the order, or to notify available options for pick up or redelivery of the order where the alcoholic element cannot be removed.