Main Course: Orders, products and stock

Placing an order is as simple as selecting your gift, writing a message for the recipient in the space provided, adding on any extra love, and sending your order to the cart for checkout. If you run into any issues, or need any assistance, please reach out to us via email at hello@buttersweet.com.au or via text or phone call on 0432 114 566.

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!

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.

All products or inclusions that are gluten free, dairy free and/or vegan are clearly noted in the description section of each product.

We do not currently offer gluten free, dairy free and/or vegan donuts.

Allergens for each product are listed in the description section for each product. A full list of ingredients and allergens for all products can be found here

Please note, our registered kitchen uses or creates products with milk, dairy, eggs, gluten, wheat, soy, tree nuts, peanuts and sesame, and cannot guarantee items are free from trace elements of these ingredients.

Our registered kitchen uses or creates products with common allergens such as milk, dairy, eggs, gluten, wheat, soy, tree nuts, peanuts and sesame, so we cannot guarantee items are free from cross contamination or trace elements of these ingredients.

From a risk management perspective, we would recommend that you do not order our products. However, the management of your allergy is ultimately your responsibility, and you may choose to bear this risk. To help you make a fully informed decision, we have listed the allergens in the description section for each product. A full list of ingredients and allergens for all products can also be found here.

All baked products are shelf-stable foods that do not need to be stored in the fridge to make them safe for consumption. The shelf life for these products is listed in the description section for each product, and also written on the Thank You card that accompanies your order. All other edible products clearly display a best before or expiry date on their packaging.

We use yeast raised American style donuts that have been handmade in a bakery with over 40 years’ experience in artisan-made sweets and pastries. Iced ring style donuts are approximately 110mm x 43mm, and 110g in weight. Ball style donuts are approximately 110mm x 50mm, and 110g in weight.
For reference, other commercially available donuts are, on average, approximately 80mm in diameter and 55g in weight.

Our scrumptious baked goodies are either handmade by us in our registered kitchen using family recipes, or sourced from a bakery with over 40 years’ experience in artisan-made sweets and pastries. As for our other products, we spend hours researching products, taste testing treats and carefully designing our gift boxes to bring you quality hampers made with the recipient in mind. We prefer Australian made, but have also found some gems from New Zealand. When choosing a product to include in our gift hampers, we carefully consider function, aesthetics, brand values, cost and how it would work with our existing product lines. If you have or know of a product that you think would be perfect for our gift boxes, please email us at hello@buttersweet.com.au

You can select as many add ons and extras as are available and in stock! The only exception to this is in relation to 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. This means you cannot add alcoholic products to your order where the total alcoholic element of the product would exceed 1.5L or amount to more than half the price of your order. Orders placed in contravention of this will be subject to a refund for the alcoholic element of the order that exceeds the legislative limit or asked to select an alternative non-alcoholic product from our range.

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).

Any information you think would be of use to us when delivering your order! Please fill out all available fields with correct delivery information. If the delivery address is confusing or difficult to navigate, please include further information in the notes section when checking out (e.g. "Entry to the door is through the green gate", or specify the business name for the address provided). It is really important that delivery information is clear and accurate to ensure delivery can be effected.

Products cannot be changed beyond what is displayed on our website. If you are looking for a custom product, please email us at hello@buttersweet.com.au and we can provide a quote. A minimum of three business days’ notice is required for all custom orders.

If you are looking for a custom product, please email us at hello@buttersweet.com.au and we can provide a quote. A minimum of three business days’ notice is required for all custom orders.

If you are looking for a custom product, please email us at hello@buttersweet.com.au and we can provide a quote. A minimum of three business days’ notice is required for all custom orders.

Absolutely! Send us an email us at hello@buttersweet.com.au and we can have a chat about your ideas.

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

We understand that sometimes products included in a gift may not be suitable for your recipient. A request to swap an item would fall into the custom order category, and require a little extra attention. If you are looking for a custom product, please email us at hello@buttersweet.com.au and we can provide a quote. A minimum of three business days’ notice is required for all custom orders.

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 next day delivery, as deliveries will only be made on the date that has been selected.

Limited release products for holidays or special occasions (e.g. Valentine’s Day) will only be available for pre-order, with deadlines typically closing three business days prior to the holiday or special occasion.

No, we do not impose a character limit on messages to your loved ones, colleagues or clients. Our A6 sized Message Card has plenty of room to accommodate your sweet words. However, we do recommend that you carefully check your message for any errors, as we will print your message, exactly as you entered it on your order, onto the Message Card that accompanies your gift delivery.

Absolutely not! We will print your message, exactly as you entered it on your order, onto the Message Card that accompanies your gift delivery.

If you would prefer to leave the Message Card blank, please write “leave card blank” or “card not required” in the provided message field.

This is entirely up to you! If you would prefer to send your gift anonymously, please leave us a note at checkout and we will make sure your name is not communicated to the recipient.

How frustrating is technology sometimes! If this is happening, try refreshing your page or opening our website in another browser. You can also clear your cache to see if this resolves the problem. If you are still having issues, check that the product is in stock (i.e. not sold out), and the delivery date you are trying to select is available. If it is still not working, reach out to us at hello@buttersweet.com.au or on 0432 114 566, and we will investigate for you.

How frustrating is technology sometimes! If this is happening, try refreshing your page or opening our website in another browser. You can also clear your cache to see if this resolves the problem. If you are still having issues, reach out to us at hello@buttersweet.com.au or on 0432 114 566, and we will investigate for you.

Confirmation emails are automatically generated by our website at checkout and sent to the email address entered when placing an order. Your confirmation email may have been filtered to the junk/spam folder in your mailbox. If, after checking all mailbox folders, you’re unable to locate your confirmation email, please reach out to us at hello@buttersweet.com.au and we can manually resend a copy of your confirmation email via our website.

If we are unable to locate your order in our system, but a charge is showing on your bank account, this is due to an attempted payment failure and is a hold on funds that was placed by your bank. In this instance, we do not have an order from you, including any amount of payment. Most of the time, failed payment attempts will appear as a pending charge; however, some financial institutions may display the charge as a regular charge. These charges, regardless of status, appear for a short time on your account before they are reversed. The amount of time that the charge appears on your account depends on your bank. Unfortunately, we are unable to fulfil your order or refund your money, as we do not have any order or payment to do so. You will need to successfully place an order through our website (for order fulfilment) or contact your bank to confirm when the hold is removed and funds released (for return of funds).

Please email us at hello@buttersweet.com.au at least 24 hours prior to the scheduled delivery date. Your order will be refunded less the cancellation and administration fee of $10 (note: this fee may be waived at our discretion). This fee covers the loss of print materials used in the preparation of your order that cannot be reused by our business (e.g. cards with your message to the recipient, printed material specific to your order).

Unfortunately, orders cancelled within certain timeframes will not be refunded, for example, orders scheduled for next day delivery but cancelled after 3pm AEDT the day prior to delivery, including orders cancelled whilst enroute for delivery.

Send us an email ASAP at hello@buttersweet.com.au or call or text us on 0432 114 566 with your preferred alternative product, updated message or new delivery address.

Please note, fees may apply to make changes to your order, for example:
• Minimum $10 fee to cover the loss of print materials used in the preparation of your order that cannot be reused by our business (e.g. cards with your message to the recipient, printed material specific to your order), or replace food items in your order that now cannot be used by our business with alternative products that need to be sourced urgently.
• $15 redirection fee for a change of delivery address after 9am AEDT on the day your order is scheduled to be delivered.

These fees may be waived at our discretion, but, if applicable, will be fully communicated to you before any changes are made to your order.

Send us an email ASAP at hello@buttersweet.com.au or call or text us on 0432 114 566 with the correct delivery address. Please note, a $15 redirection fee for a change of delivery address will apply for any address changes made after 9am AEDT on the day your order is scheduled to be delivered. This fee may be waived at our discretion (e.g. recipient responds to delivery timeframe ETA text message to advise they are no longer at that address prior to us commencing the delivery run).

Your order will arrive in the packaging outlined in the product description on our website. For example, our donut bouquets arrive in a fully enclosed two-piece box.

Our website includes photos of all our products. We use these images to carefully hand pack your order into the packaging outlined in the product description on our website. You can also see more imagery on our social media pages - @buttersweet.life.

Please note that all product specifications are subject to change at our discretion, and actual products received may vary to the information or image provided. This is due to the fact that sometimes products suddenly become unavailable, are discontinued or are supplied to us damaged. In these instances, the replacement item in your gift will be of equal or higher value than the item that is unavailable. We will also communicate this change to you via email as soon as possible.

We take photos of all orders prior to delivery for record keeping purposes. With one person covering all aspects of the business, it is not always possible to send photos in advance of the delivery run. You can refer to the product imagery on our website for examples of what your order will look like. However, if this is something that is important to you, please reach out to us via email at hello@buttersweet.com.au shortly after you have placed your order and we will see what we can do.

No, we do not include the order invoice with your gift delivery. We appreciate that almost all the orders we receive are gifts, and it would be inappropriate to include an invoice with the delivery.

Inside each product box you will find an envelope containing your message, a Thank You Card, our business card, and a list of ingredients and allergens for the gift you have selected.

The best way to ensure your loved one, colleague or client knows who the gift delivery came from is to include your name in a sign off with your message. We can also write your name on the order sticker that can be found on the exterior of the gift packaging.

Absolutely! Please email us at hello@buttersweet.com.au and we will get that set up for you.

Our scrumptious baked goodies are either handmade by us in our registered kitchen using family recipes, or sourced from a bakery with over 40 years’ experience in artisan-made sweets and pastries. If you are a baker and you think we would love your delicious treats as much as you do, please reach out to us at hello@buttersweet.com.au to discuss further.

As for our other products, we spend hours researching products, taste testing treats and carefully designing our gift boxes to bring you quality hampers made with the recipient in mind. We prefer Australian made, but have also found some gems from New Zealand. When choosing a product to include in our gift hampers, we carefully consider function, aesthetics, brand values, cost and how it would work with our existing product lines. If you have or know of a product that you think would be perfect for our gift boxes, please email us at hello@buttersweet.com.au

If you would like us to consider donating a gift card or gift hamper to your local sporting organisation or charity event, please reach out to us at hello@buttersweet.com.au with information about your organisation, event and charity of choice. We are a small business, so cannot meet every request made, but we do believe in supporting our local community and help out where we can.