Questions?

Check out the options below to find your answers!

Ordering

How will I know my order went through?

You will automatically receive an order confirmation email once your order has been placed. This will be sent to the email address you provide and depending on your email settings can land in your junk/spam folder.

I added something to my cart but now it is sold out?
Our stuff sells out fast! Adding an item to your cart does not reserve or hold the item. It can still be purchased by other customers before you checkout and complete your order.
If something is sold out, how do I know when it will be back in stock?
We restock and release stacks of new items each week! If you are keen on an item that has sold out be sure to hit the ‘notify me’ button so we can let you know as soon as its back!
What Payment options are available?
Visa, Mastercard, Afterpay, ZipPay, PayPal, Gift Card & Store Credit.
Do you offer wholesale rates or bulk discounts?

Yes. I Luv Lollies has a wholesale ordering system. Contact us for more details.

Discounts & Promotions

My discount code won't apply, what do I do?

Discount codes are not combinable with any other offer including Free Gift With Purchase. Other discount codes, sale items. If this is not the issue and you’re still having issues, shout out to the customer support team here!

My discount code isn’t working?
We have a few different codes that go around from time to time. Make sure your codes is still valid and double check the T&Cs of your specific code.

Gift Cards

When does my gift card expire?
All gift cards are valid for 3 years from purchase date.
Do you send the gift cards out?
We only offer e-gift cards.
How long does it take to receive the gift card?
All gift cards are sent once purchased.
How do I redeem my gift card?
Gift cards is redeemed at check out.

Shipping

How long after placing my order is it shipped?
We pick & pack orders like ninjas but they can sometimes take 2-3 days to be processed – This may take a little longer following a weekend, public holiday, or a massive sale event like Black Friday.
How long does shipping take in Australia?
Delivery times may vary depending on Australian delivery zones and time frames and unfortunately does exclude order processing time.
Are orders packed over the weekend if I order between Friday night and Sunday?
Our team loves the sweet life! So, all orders are processed Monday to Friday (excluding public holidays). Meaning if you place an order after 4pm on Friday it won’t be packed until the following Monday.
How do I know when my order is shipped and on its way?

A confirmation email will be sent from I Luv Lollies when your treats is packed and then you will hear from our shipping provider with the tracking number once your parcel is dispatched.

Where will my parcel get delivered?

We will deliver to the address you provide when placing your order. If by chance the details are incorrect, and I Luv Lollies has to resend a parcel you may be liable for this expense. Please double check your details!

Do I have to be home to receive my parcel?

Our deliveries will require a signature. If you aren’t home, you will receive a note for re-delivery. If you do opt for a ‘safe drop’ option or have ‘authority to leave enabled’ I Luv Lollies will not be liable for the package.

Where is the treats shipped from?
All orders are shipped from I Luv Lollies Warehouse located in Ballina NSW.
What about shipping outside of Australia?

International Shipping is coming soon! If you have a special order in another country contact us and we will see if we can help you.

Click & Collect

Do you have a retail shop?

Yes we do have a shop front/retail store. I Luv Lollies is located at 134 River St Ballina NSW 2478. Check out the full Click & Collect process below!

Do you offer click & collect?

We 100% offer Click & Collect. Check out the full Click & Collect options on our Website when checking out in your cart!

Where do I pick up click & collect orders from?

The I Luv Lollies shop is located at: 134 River St Ballina NSW 2478.

What are your opening hours?

Search I Luv Lollies on Google for our opening times.

What is the Click & Collect process?
Click & Collect is available as a ‘shipping’ option at checkout when you order and is available for pick up at our Ballina store!

How will you know when you can pick them up you ask? You will be notified via email or SMS when your treats is packed and ready for collection (when you receive the email, this will usually mean your package will be ready the next business day).

We don’t always have stock on location so we are unable to offer exchanges at our retail store.

Click & Collect exchanges will need to be done online (full return FAQs here).

Due to storing stock over multiple sites unfortunately we can’t pack your order on the spot if you do drop in to our store. You will still have to place an order online and wait for the email/SMS confirmation.

If your parcel is not collected within 10 business days your order may be cancelled and you will be issued a store credit. The items will be restocked for sale.

If you choose this option and later require the package to be shipped, postage/shipping costs will be charged.

Refunds and Returns

Am I eligible for a refund?
Where a warranty claim is granted any refund will include all delivery and related costs for the product. Where a non warranty claim is granted any refund will be for the cost of the goods only and will exclude all related costs. No refund or replacement will be given until we have received the product from you. Please allow up to 30 days for a refund to be processed.
What If we send you the incorrect product?

If the product we have sent to you is completely incorrect and not a close substitute, we will either (A) Refund you for the value of the originally ordered item, or (B) send you a replacement.

What if we send you a faulty product?

If a product/s is shipped to you in faulty condition. We will either (A) Refund you for the value of the good/s, or (B) Send you a replacement.

What if my product is damaged during shipment?

If your parcel is damaged during shipping, we ask that you don’t sign with the courier and contact our customer service team as soon as possible. The customer service team will either (A) Refund you for the value of the good/s, or (B) Send you a replacement.

What if I change my mind?
We do not give refunds on “change of mind“ Our ninjas pack your order quickly so check your order at the cart checkout process.

Couldn’t find your question? Contact our customer service team for more help.