Frequently Asked Questions
last updated: 22/05/2026
Are your chocolates made to order? Yes. Every box is handcrafted to order using fresh ingredients, so each piece is made specifically for you. This means we ask for a little lead time before your order is ready, and it's also why we're unable to accept change-of-mind returns once production has begun.
How long before my order is ready? We typically need [X] business days to handcraft and prepare your order before it is dispatched. During busy periods, such as holidays, this may be a little longer. If you have a deadline, please order early or contact us first so we can confirm timing.
Where do you deliver? We deliver across Australia. [Add any local pickup or Sydney-area delivery option here, if you offer one.] Full details, costs, and estimated delivery times are on our Shipping Policy page.
How much is shipping? Shipping is calculated at checkout based on your location. Orders over AUD $100 within Australia qualify for free shipping.
How should I store my chocolates? Keep your chocolates in a cool, dry place away from direct sunlight and strong odours, ideally between [16–18°C]. We recommend avoiding the fridge, as condensation can affect the surface and finish. For the best flavour and texture, enjoy them within [X weeks] of receiving your order.
How long do the chocolates stay fresh? Because our chocolates are freshly made with natural ingredients and no artificial preservatives, we recommend enjoying them within [X weeks] of delivery. A best-before date is included with your order.
What if my order arrives damaged or melted? We pack every order with great care, but chocolate is sensitive to heat and handling once it leaves our kitchen. If your order arrives damaged or affected by transit, please contact us within 48 hours of delivery with your order number and clear photos, and we'll make it right. Full details are on our Returns & Refunds page.
Do your chocolates contain allergens? Yes. Our chocolates are made in a kitchen that handles milk, nuts, soy, gluten, and other allergens. Each product page lists the specific ingredients and allergen information. If you have a serious allergy, please review this carefully before ordering, and contact us if you have any questions. We are unable to guarantee any product is completely free from traces of allergens.
Can I order a custom box or specific flavours? We love creating something special. For custom flavour selections, larger quantities, or bespoke boxes, please visit our Custom Orders page or get in touch with us directly.
Do you offer corporate gifting? Yes. We create custom-branded chocolate gifts and curated selections for clients, events, and employee recognition. Visit our Corporate Gifting page to enquire.
Can I include a gift message?
Not at this stage, but we're happy to help — contact us and we'll do our best to accommodate.
How can I contact you? For any questions about our chocolates, your order, or a custom request, email us at info@voila-chocolatier.com. We aim to respond within 2 business days.