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FAQs

 

Are You Still Delivering During Stage 3 COVID-19 Restrictions?

Yes! We are here to help Melbourne stay connected while we all stay indoors and isolated. There are currently no restrictions to our delivery operation and we are practising extra pre-cautions with contactless deliveries.

    What Is Contactless Deliveries?

    We will send you an ETA on a timeframe of when we are expected to be in the area. Once we are about 30 minutes away, we will send you an email update to let you know we are nearby. We will leave the box at the front door - there are options to protect your packaging if your recipient is not at home.

    Our drivers and couriers will not be ringing any door bells or knocking on doors in order to minimise physical contact with surfaces. Instead, they will give the number attached to the order a call to let you know that the box has been left at the door door. We will also send a follow up email to confirm that the delivery has been made.

    *Please note that if we are employing extra external courier companies, their operations may vary slightly. Please contact us if you have any concerns of questions.

    What Time Will My Delivery Arrive?

    All orders are delivered on the date selected between 9am and 6pm. Please note that we're currently experiencing high volumes of deliveries but we will endeavour to get there ASAP.

    We will send you an ETA the day before the delivery to give a timeframe of when we are expected to deliver to the order.

    If you are delivering to a business address, this address will be prioritised.

    Please note that delivery windows are wider on big occasions such as Valentine’s Day, Christmas etc.. Workplaces should be delivered by 5pm and residential addresses delivered by 6pm. Note these times may be extended due to the volume sent on these occasions. Our drivers will do their best to deliver within these time frames but there may be situations beyond our control.

    What Areas Do You Deliver To?

    We deliver to most suburbs in metro Melbourne. We currently service areas within 30km radius from CBD and selected suburbs near our stores. Please note that we do not currently deliver to regional Victoria. 

    What Happens If No One's Home?

    If no one at home, a few things will happen:

    The courier will leave the goods at the front or back door if no one's home and if there is a safe place to so. If the driver is unable to leave the package, the box will be sent back to us and a re-delivery can occur for an additional fee. If we are unable to deliver to the address, the order is returned to base. We can redeliver the order at a charge of 60% of the original order cost plus the additional delivery charge.

    What Happens If I Provide You With The Wrong Address?

    If you provide us with an incorrect address and we deliver your order as per your instructions, then we accept no responsibility for the mistake. If we are unable to deliver to the address, the order is returned to base. We can redeliver the order at a charge of 60% of the original order cost plus the additional delivery charge. If we are unable to re-deliver on the same day then you will need to purchase a new box and delivery.

    Can You Deliver To An Apartment/Unit Complex?

    Yes, we do deliver to apartments and units. Please clearly note the unit number when placing the order. Please ensure that someone is home to accept the delivery. If the building is secured, and the driver cannot get in, then the box will be returned to us and there will be a redelivery fee plus 60% cost of the box charged.

    We cannot deliver to PO Boxes or parcel lockers.

    Do You Deliver To Police Stations And Hospitals?

    As of currently we can still deliver to Police Stations. If our drivers do not have enough information to deliver your order, the package will be sent back to us and you may be charged a re-delivery fee.

    Due to COVID-19, we are delivering to a selected number of hospitals. Please check with the hospital directly to see if they're currently accepting deliveries. We are unable to take responsibility if there are any issues with the delivery. 

    Do You Deliver On Weekends?

    Yes! We currently only deliver from Monday-Saturday for Melbourne metro deliveries.

    When Is The Latest Possible Time I Can Order For Next Day Delivery?

    Our cut off is 4pm the day prior to delivery. For Monday deliveries, all orders need to be placed by Sunday 4pm. Orders placed after this cut off date, will be delivered the next available business day.

    What If I Need To Request A Delivery Time?

    Due to the volume of orders being delivered, unfortunately, this is not an option.

    Can I Track My Order?

    Sure can! You will receive tracking details via email. Please check your junk folder as the email may go there.

    How Much Is Delivery?

    Addresses within our Melbourne metro area will have a delivery fee of $9.50. 

    Will there be any transaction details like receipts, invoice or price included when delivering?

    No, we will all of this to you via email with your confirmation email.

    What Are Your Doughnuts Made Out Of?

    We have a wide range of doughnuts, which range from dossants, doughnuts, yeast-raised doughnuts and cake-based doughnuts.

    Dossants
    Wheat, flour, sugar, vegetable oil, wheat gluten, iodized salt, L-ascorbic acid (E300), enzyme (amylase), thiamine, folic acid, butter, milk

    Doughnuts (vegan)
    Wheat, flour, sugar, vegetable oil, wheat gluten, iodized salt, L-ascorbic acid (E300), enzyme (amylase), thiamine, folic acid.

    Yeast-raised doughnuts
    Wheat flour (thiamine, niacin), vegetable shortening (emulsifiers 471, 477), antioxidant 307, sugar, skim milk powder, dextrose, salt, raising agents 500, 341, 450, emulsifiers (471, 481), soy flour, whole egg powder, what fiber, guar gum (412) food enzyme 1104.

    *Please Note That The Above Does Not Include The Toppings And Fillings We Use In Our Doughnuts. Check In-Store About Specific Doughnuts And Their Allergens.

    Do Your Boxes Have Nuts Or Traces Of Nuts?

    YES. We use nuts in almost everything we do. We cannot guarantee that a product will not come in contact with nuts. Please contact us to discuss any food allergies or intolerances before making an order at donutdash@goldelucks.com.au

    I Want To Order More Than 10 Boxes - Can I Contact You Directly?

    Yep, we love a chat. Email us at donutdash@goldelucks.com.au

    Can I Make Changes To My Order?

    We process your order as soon as it is placed, so we cannot guarantee any changes. However, give us a call or email us at: donutdash@goldelucks.com.au to discuss. We need at least 48 hours notice for any changes. Please note that there may be an admin fee to re-route or make changes to your order.

    What Methods Of Payment Do You Accept?

    Credit card only.

    What If I Want To Cancel My Order?

    Orders can be cancelled prior to 48 hours prior to the scheduled delivery date. Orders that are already prepared, dispatched or in transit cannot be cancelled or refunded. Cancellation of order incurs a $5.00 administrative fee regardless of box value. Money will be refunded less this fee. If cancellation notice is received at less than 48 hour notice - cancellation is void.

    A cancellation notice must be placed in email to donutdash@goldelucks.com.au.


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