Shipping policy

This Shipping & Delivery Policy (“Policy”) forms part of our Terms of Service . By placing an order with EatWithSimer (“we,” “us,” or “our”), you (“you,” “your”) acknowledge and agree to the terms set out in this Policy and our Terms of Service.

1. General Conditions

All orders must be pre-booked online. Walk-ins and same-day pickups are not permitted unless expressly confirmed in writing by us.
Delivery methods available depend on the products selected and the delivery region.
If your order contains any product designated as Sydney-only, nationwide shipping will not be available at checkout.
You are responsible for ensuring the accuracy and completeness of the delivery information provided to us.

2. Delivery Methods

We provide three delivery methods:

2.1. Pickup (Eastwood, NSW)

Pickup is a convenient and free option available for all products. You can collect your order directly from us:

Collection address: 5/15 Woorang Street, Eastwood, NSW
Pickups must be pre-booked online and collected within your chosen timeslot
If you need an early or late pickup, please contact us in advance for approval

2.2. On-Demand Delivery (Sydney Metro Only)

What You Get

Real-time tracking: You’ll receive a notification with tracking details once the order is booked.
Flexible scheduling: Select your delivery date and time slot at checkout.
Priority option: A two-hour delivery window may be arranged for an additional fee (subject to availability).

What You Need to Know

Recipient presence: Someone must be available at the delivery address during the chosen timeslot.
Driver wait time: Drivers will wait up to five (5) minutes. Additional waiting may be charged at $10 per 10 minutes.
Undeliverable orders:
- Returned to us with a fee equal to 1.5× the original delivery charge.
- Redelivery requests require both the return fee and a new delivery fee.
Authority to Leave (ATL): If you authorise ATL, neither EatWithSimer nor the delivery partner is liable for loss, theft, or damage after delivery.

2.2.1 Facility Surcharges (added to base fee)

Certain facilities require special handling. Any surcharge applied by our delivery partners will be passed on to you in addition to the base delivery fee:
Hospitals: $4.55 • Shopping Centres: $4.55 • Airports: $9.09 • Cemeteries & Crematoriums: $9.09 • Attractions & Theatres: $18.18

2.3. Postal Shipping

What You Get

Dispatch days: Orders are dispatched on the date you select at checkout (Mon–Wed). During peak periods (e.g., Diwali, Rakhi) dispatch may be delayed by up to one (1) business day.
Delivery speed:
- Express Post: Typically 1–2 business days in metro areas; next-business-day available to eligible postcodes.
- Standard Post (NSW only): Typically 2–5 business days after dispatch, faster for metro NSW. Express Post is strongly recommended for regional NSW or time-sensitive items.
Tracking included: You’ll receive tracking details once your parcel is booked with the carrier.

What You Need to Know

No guaranteed dates: All timeframes are estimates only. Next-business-day delivery depends on Australia Post’s eligible postcode network, which may change without notice.
Address accuracy: Full and correct details (unit, level, company name, access notes) must be provided. Delays or returns caused by errors can compromise freshness. Because our sweets are perishable, accurate addresses are essential. We can’t take responsibility for spoilage if the address is incomplete or incorrect.
Authority to Leave (ATL): All postal deliveries are sent with Authority to Leave. Once the carrier marks a parcel as delivered, unfortunately, we’re unable to cover for loss, theft, or damage that may occur afterwards.
Missed deliveries: If no safe place is available, the courier may leave a card for collection. Because our products are fresh and perishable, prompt collection is important. We can’t take responsibility if spoilage occurs due to delayed collection.
Redirections & intercepts: If you request a redirection after dispatch, please note this can cause delays. For perishable products, this may affect freshness, and we can’t take responsibility for spoilage caused by such delays.
Damage or loss in transit: Parcels are under carrier control once dispatched. We pack carefully and will assist with damage claims. Contact us immediately with photos if damage/loss occurs.
Regional & remote areas: Delivery to regional/remote postcodes may take longer than published estimates.
Courier behaviour: Couriers do not call ahead, ring doorbells repeatedly, or follow custom instructions such as “call before coming” or “leave with reception.” Deliveries are made according to their standard process only. Please track your parcel using the provided link for updates.

3. Risk, Title & Condition

We always pack with care and work closely with our delivery partners to minimise risks. However, once your order is delivered or collected, responsibility for it is with you:

Risk & title: Responsibility for your order transfers to you upon delivery (including ATL) or collection from the designated pickup point.
Inspection & claims window: Please check your delivery as soon as it arrives. Report any transit damage or loss to us in writing with photos within 24 hours of the carrier’s delivery scan (or attempted delivery) so we can assist with a claim.
Proof of delivery: Carrier GPS, scan, or photo records are accepted as valid proof of delivery for ATL consignments.
Storage & handling: Our desserts are made fresh, and some of them require refrigeration. Once collected or delivered, it’s your responsibility to store them according to our guidelines. We’re unable to refund or replace items if spoilage happens due to incorrect storage or handling after delivery/collection.

4. Product-Specific Rules

Item eligibility: Certain products (e.g., dessert cups, cakes, cupcakes) are not eligible for postal shipping. If your cart includes any non-postal item, nationwide shipping will be disabled at checkout.
Packaging: Protective packaging appropriate to the selected method is used; minor cosmetic scuffing or box deformation not affecting product fitness for purpose is not considered damage.

5. Events outside our control

Sometimes events happen that are outside our control (such as severe weather, road closures, strikes, carrier backlogs, power or internet outages, or government/public health orders). If this occurs:

Deliveries may be delayed or rescheduled
We’ll keep you updated and may arrange alternatives such as re-routing, cancellation, or collection from Eastwood
If redelivery or replacement is possible, extra charges may apply

Event timing: For very important events, we recommend scheduling your order for delivery or collection at least one day prior. This allows a buffer in case of unforeseen delays such as traffic congestion, accidents, or road closures, and ensures you have your desserts in time for your celebration.

Please note that your rights under the Australian Consumer Law remain fully protected.

6. Customer Responsibilities (Summary)

To help us get your order to you smoothly, please:

Provide full and accurate address details (including unit, level, company name, and any access notes).
Ensure safe access or have someone available during your delivery window, or authorise ATL (postal shipping is default ATL).
Collect your parcel promptly if a card is left, as perishables may spoil if delayed.
Let us know straight away if damage or loss occurs so we can assist with a carrier claim.

7. Liability

We always do our best to deliver your order on time and in perfect condition. However, some situations are beyond our control. In these cases, we can’t take responsibility for:

Delays caused by third-party couriers that are outside our control
Spoilage or damage if an address is incomplete, collection is delayed, or a redirection is requested after dispatch
Loss, theft, or damage after an Authority to Leave delivery has been confirmed by the carrier

8. Amendments

We may amend this Policy at any time. Changes apply to orders placed after the updated version is published on our website.

*Last updated: 12 May 2025