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 by us in advance.
  • Delivery methods available depend on the products selected and the delivery region.
  • Express Post is available only where every product in your order is eligible for postal shipping.
  • You are responsible for ensuring the accuracy and completeness of the delivery information provided to us.
  • Our Shipping & Delivery Information page provides a practical guide to our delivery and pickup options. Current product eligibility, availability, timing and charges are confirmed through the relevant product page and checkout.

2. Delivery Methods

We provide three delivery methods:

2.1. Pickup (Epping, NSW)

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

  • Collection address: 18A Harper Street, North Epping, 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 Only)

What You Get

  • Tracking: You’ll receive delivery tracking details once the delivery is booked. The delivery may be booked in advance, but this does not change the scheduled delivery date or delivery window.
  • Delivery scheduling: Select an available delivery date at checkout. Residential deliveries are normally made between 1:00pm and 5:00pm, but may continue until 7:00pm if delayed. Commercial deliveries are completed by 5:00pm.
  • Priority option: A morning or tighter two-hour delivery window may be available for an additional fee, subject to availability.

What You Need to Know

  • Recipient presence: Someone must be available at the delivery address during the delivery window unless Authority to Leave has been selected.
  • Driver wait time: Drivers will wait up to five (5) minutes. Additional waiting may be charged at $10 per 10 minutes. If they cannot reach the recipient and no one is available, the order may be returned to us.
  • Undeliverable orders:
    • If an order cannot be delivered and is returned to us, the delivery partner charges a return fee equal to 1.5 times the original delivery charge.
    • This fee is payable even if you later collect the order from Epping. If redelivery is requested, an additional delivery charge will apply..
  • Authority to Leave (ATL): If you select ATL, you must provide clear instructions for where the order should be left. Once the order has been left at the nominated location and recorded as delivered, neither EatWithSimer nor the delivery partner is responsible for loss, theft or damage occurring afterwards.
  • Gift deliveries: Please provide the recipient’s Australian mobile number so the driver can contact them if required.

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. Express Post

What You Get

  • Dispatch days: Parcels are normally dispatched on the date selected at checkout, Monday to Wednesday. During peak periods, such as Diwali or Rakhi, dispatch may occasionally be delayed by up to one (1) business day.
  • Tracking included: You’ll receive tracking details once your parcel is booked with the carrier.
  • Delivery estimates: Australia Post delivery estimates vary by postcode and are a guide only. They are not guaranteed delivery dates.

What You Need to Know

  • 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. If a parcel is returned because the address provided was incorrect or incomplete, the returned products will be discarded because they have been in transit for longer than intended.
  • 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 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 product that cannot be posted, Express Post will not be available 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 Epping
  • 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 helps reduce the risk of your order arriving later than planned.

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 Australia Post takes it to a Post Office for collection, as perishables may spoil if collection is 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 good condition. To the extent permitted by law, we are not responsible 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: 30 Sep 2026