Returns, Refunds and Replacements

Some legalalities you should know whilst you're here...

Refunds, Returns, Replacements

Your happiness is our primary goal and we will do everything we can to make sure that every single Lolly Mail experience is a sweet one. But we're not perfect, and from time to time, this might not happen. If you are for any reason unsatisfied with your Lolly Mail product, please contact us within 48 hours of delivery and we will help with an appropriate solution.

Please include photo evidence of the issue.

We are unable to accept returns or issue refunds if you change your mind, as every order is customised and prepared fresh on order.

In the case where an order is damaged during the delivery process, we may offer a replacement at our discretion.

Please let us know within 48 hours if your order is incorrect or not what you ordered.

To ensure compliance with anti-money laundering, ff you're provided with a refund, all refunds for orders placed online are credited back to the original credit card on which the order was purchased or via the applicable PayPal account.


Please note, on occasion, your confectionery may vary slightly from pictured and we reserve the right to provide a replacement if a particular item is unavailable.

Any substitutions will be made with similar and comparable confectionery products.  

If your order is missing or was not delivered at all, we will offer either a replacement OR refund at our discretion. You must notify us within 48 hours of the expected delivery date if you believe your order is missing or was not delivered.

We cannot provide refunds or replacements in the following circumstances:

  • if your order is not delivered due to insufficient, incorrect or incomplete address details provided with your order, or a recipient not being available to receive the delivery.
  • if your order is delayed due to things outside of Lolly Mail's control like weather, traffic incidents, courier timings or public holiday interference, which may slow down the shipping process.
  • if your products are damaged as the result of being left outside upon delivery.

If you're provided with a replacement or refund then, subject to any statutory rights you may have (including under the Australian Consumer Law) which cannot be excluded, you agree we have completely discharged our obligations, and any liability we may have, to you.