Customer Care

Mon to Fri | 8am-6pm

Weekends | 10am-4pm

a | PO Box 150, Wanneroo, Western Australia, 6946 

e | hello@becrateful.com.au 

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Frequently Asked Questions

Are your products vegan?
Yes, all our products are 100% vegan. Being vegan ourselves this was really important to us.  
I have allergies, can I eat your products?
We have many gluten free and nut free products available on our website. While the utmost care has been taken to provide you with accurate information please always refer to the manufacturer to ensure the product is right for you. 
How do I track my order?

Once your order is successfully placed and paid for we will ship it within 2 business days to the address specified! Unless requested we ship using our carbon neutral courier, Sendle. Once we have shipped your item you will receive tracking information to your email address from us and also Sendle.  By clicking the link you can track your order!

 

What are your delivery options?

Unless requested we ship all our items using our carbon neutral courier, Sendle.  Items are shipped from Perth, Western Australia.  For local deliveries expect your item to arrive between 1 - 3 business days.  For eastern states deliveries see below for estimates;

Adelaide 3 to 4 business days

Brisbane 6 to 7 business days

Canberra 4 to 6 business days

Darwin 7 business days

Gold Coast 6 to 7 business days

Hobart 4 to 6 business days

Melbourne 4 to 6 business days

Sydney 4 to 6 business days

You can opt to pay for express shipping at the checkout for additional cost.  Please note that not all items can be express shipped. Only items up to 5kg total weight (including packaging and filler) can be expressed. We do not recommend sending wooden crates express post and suggest to change to premium boxes to avoid

 

How can I contact your couriers?

You can view tracking from the link on the email that you are sent from us or the courier.  If you need to contact the courier for some reason, please attempt to contact us first and we can follow up for you. 

Can I select a delivery day?

For Perth, Western Australia metro orders you can select a preferred delivery day at the checkout.  We will try our hardest to deliver your order on that specific day but sometimes it won't be possible.  If delivery does not occur on your preferred day, it will occur either the business day before or the next business day after. Please allow 2 business days for all custom hampers as we have to make these especially for you.  We are only a two woman show so please be understanding if we can not deliver your order on the requested day.  

Do you provide International delivery?
 

Due to the delicate nature of our products we do not currently offer international shipping. If you would like to ship an item internationally please contact hello@becrateful.com.au and we can discuss further.

 

 
How do I return an item?

Should you wish to return your order, please notify us via email within 7 days of purchase with a valid reason for return. Photographic evidence will be required so we can assess the damage or situation.   

 

What is your returns policy?
Unused goods will be refunded in full (excluding the original delivery charges and transaction surcharges), used goods will be refunded at our discretion.  We will gladly replace items or reimburse you for products damaged in transit (where Crateful or it’s Courier Service Provider is at fault) and in accordance with our legal responsibilities as a merchant.  We are unable to accept returns for other reasons such as change of mind or dislike of a product. Due to the delicate nature of our products please ensure that all items are stored correctly to guarantee they are returned to us in the condition in which you received them. Refunds will be processed promptly into your nominated bank account or card within 7 business days once returned stock is received.  If we are at fault Crateful will cover the cost of pick up and re-delivery if necessary.  Otherwise the pickup and delivery cost will be charged to the returner. All refunds and returns are made at the discretion of Crateful and in accordance with our legal responsibilities to our customers. Any Create-a-crate hamper orders cancelled will be charged a $10 cancellation fee to cover the cost of packaging as this can not be reused once we have made your hamper up. 
Do you have a store front?
No, we don't have a store front. You might catch us ever so often at local markets and pop ups!
 
If your question is not answered here please email us at hello@becrateful.com.au
COVID-19
There may be some delays outside of our control due to COVID-19. For further information please click here. 
Christmas 2020
We can't believe Christmas is here.  Due to COVID-19 we have opted for all interstate shipping to be express to ensure that parcels arrive before Christmas.  Eastern states orders MUST be placed by Wednesday 16th December to ensure that parcels are delivered before Christmas.  Anything placed after this time might not arrive before Christmas.  We can not make shipping go any faster unfortunately.   Please also be aware that product substitutions may have to be made to ensure your hamper is shipped before Christmas.  Stock is still very delayed coming in and at times we will have to source alternative products.  All substitutes will be similar to the original and will be 100% vegan.   Please be nice if there are any issues! Sometimes there are delays outside of our control.  Being nasty won't make your parcel arrive any quicker!