Artwork & The Artwork Approval Process
Artwork
All artwork created by us for your products remains the property of Chocablock Chocolates. We reserve the right to add your newly created design to our website to be offered to other customers. The obvious exception to this is if you or another designer have created the artwork for you, whereupon we will respect the copyright of that designer.
Please note that we do not supply high-resolution or layered versions of our artwork for you to then have designs reproduced with other suppliers. Nor do we supply fonts. If you need stickers or labels or wrappers produced, please ask and we will happily quote for the service.
We assume that whatever artwork, photos or logos you submit to us, you have the express permission of its author to use. We respect the copyright of other designs and brands and ask our customers to do the same.
Please do not crop the photo prior to submitting it to us. By sending us the original photo in its entirety, it gives our designers the image “real estate” to be able to weave their magic on your design.
Artwork Approval Process
While me make every effort to deliver an accurate artwork service, final approval of artwork is your responsibility. Although customers may have entered a name or date correctly when first submitting the order, which we have then presented incorrectly in a subsequent draft, you must ensure you check each and every draft for spelling and design errors.
All orders receive artwork that needs to be approved for your job to go ahead on time. Even if you have used our website's live previewing function, we still require your approval on a subsequent artwork draft. This will be sent via email. If you remain unresponsive for two days, we will call on the number you provided at time of ordering. If we still cannot get a response, we reserve the right to send the goods with the exact text mentioned at time of order. Failure to respond may delay shipping of your order, so please be sure to check your emails and voicemails following your order.
Iterations
While we will always strive to give you the artwork that you desire, we also need you to be decisive. For this reason, we allocate one hour of a designers time to your order, rather than a finite number of changes. Little things like text changes may take 5 minutes, while entirely different designs may take 30 minutes or longer. Please be mindful of this when communicating with our designers as exceeding this allocated design time may incur additional fees.
We cannot create variations of your idea across multiple designs just so you can see what it will look like. Please use our expansive template library to find an example of the sort of thing you are looking for, or by all means send us imagery of existing artwork, invitations and ideas you have seen.
Submitting Guest Names
If you are submitting guest names for an order that you have delayed dispatch for until closer to your event, we will send you an email requesting those guest names two weeks out from your chosen dispatch date. We only accept guest names in soft copy i.e. typed up in Word, Excel or an email. Please do not submit images of guest lists, nor post guest lists to us.
Changes To Guest Lists
While we understand that guest lists do change, please do not send us individual adjustments for us to make to the guest list. We only accept the entire updated guest list that you provide so please make your adjustments on your list and then send it through again.
If your products have already gone to print and you wish to make changes or add extras, there will be an additional charge of 50 cents per guest.
Please ensure you check all guest names prior to submitting them to us for printing. We do not check the names for spelling accuracy due to considerations such as nick names, names from other cultures, abbreviations, etc.
Reprinting After Receiving Final Approval
In many instances, when we receive your approval, we will immediately go to print i.e. within a matter of minutes. If you notice an error or wish to make an adjustment after you have given us your final approval, there will be a reprinting fee. The formula for this reprinting fee varies depending on the product and materials used in creating that product and how far along the production process we are. We always do our best to keep these reprinting fees to a minimum to cover only material and labour costs.
If you have noticed an error once your order has arrived, please see “Reproduction of Jobs Once Dispatched” below.
Reproduction Of Jobs Once Dispatched
If you received your order and there is an error on our part (outside of that outlined above) then we will immediately produce replacements and cover the shipping of these replacements to your shipping address, plus the cost of freighting the original products back to our warehouse.
If the error is your own, we will happily reproduce the job ASAP to ensure you have your products for your event, although you will be responsible for the freight both ways of the new and the original products, plus the reprinting and production charge. If the products can not be re-used/rewrapped, you will need to pay for these too.
Marketing Services/Corporate
Occasionally customers may mistake us for a marketing or branding agency, asking us to come up with concepts for how they can brand their company.
While we are a creative bunch, we do not have the resources to brain storm your brand, come up with creative copy and submit multiple ideas to you. Those ideas need to come from you and the professionals you trust your brand to.
If you submit logos, copy and a rough idea of what you want (e.g. examples from the web, or clear instructions like “We need a picture of a lion sleeping”) we can definitely work with that. But instructions like “We want you to come up with a design that makes us look like Sony” or “Have a play around with our logo and see what you come up with” are beyond our service offering. We hope you understand.
Our Branding
All products produced by Chocablock Chocolates have our website printed in small lettering on either the reverse side, or neighbouring border of the product. This branding will be removed only by request for corporate customers where their own branding needs could be confused with our labelling.
Ingredient, Nutrition & Allergen Information
Under Australian law, ingredients and allergen information only needs to be present if the goods supplied are intended to be for resale. However, where space allows, we include ingredient and allergen information as well as expiry date. This will not appear in your artwork draft, and will always be printed in the most discrete position possible.
Changes To Our Designs
As all designs are our original creations, we can change any element of them in any way you like. We can change colours, change orientation, change fonts, add photos and logos, you name it!
Website And Mock Up Images
All the images on our website are mocked up versions of our products. The base product is photographed, but the artwork is super imposed. We use these same images in our mock up process to give you an idea of how your products will look. If you wish to see exactly how the product will look, you have a few options. You can order an unbranded sample (details of which is on each product page) or you can order the minimum quantity of a product with your artwork so you can see it in the flesh - we have very low minimums on most products. By accepting artwork sent to you via our artwork process, you accept that this is a graphical representation of how your product will look, not an exact photograph. Refunds will not be permitted due to this factor.
Printing Information
Our Printers vs Your Monitor/Screen
All products use a digital printing process that uses the CMYK colour gamut. Our printers are colour calibrated using industry standard equipment. When we send you a proof, please remember that your mobile phone, tablet or PC monitor will not be calibrated in the same way. Also, screens use a different colour model to represent colours and hence the printed product may vary from that which you have seen during the drafting process. We can offer a full process colour service upon request – additional charges apply.
Paper Stock We Use
We offer a number of finishes depending on the product ordered including high gloss, kraft, metallic shimmer and linen card. All designs should be presumed to be printed on white gloss paper or labels unless otherwise specified on a product by product basis e.g. kraft paper products are named as such in our website.
Variation In Printing And Production
We use high-end printing machinery that has a standard acceptable variation of 2mm. For this reason alignment of your products may vary by up to 2mm either across the entire order or from item to item. Further to this, all our products are wrapped by hand so some minor variations may occur between items. Variations of up to 3mm will occur and is within our range of quality control. This is common to all of our products and is not grounds for a rework or refund.
Colour Matching
If you are supplying artwork and you would to ensure an accurate colour reproduction, you must provide us with a CMYK colour that you have seen using the Pantone colour bridge. Please be aware that PMS colours are not able to be produced because we are using digital printing that uses the CMYK colour gamut only. For this reason, we recommend you obtain a Pantone colour bridge and familiarise yourself with the CMYK equivalent of your Pantone colours.
Printing On Products
Please note that we do not have the ability to print directly on any of our confectionery, including (but not limited to) lollipops, cookies, freckles, chocolate bars and more. We only print adhesive labels that are then stuck to the cellophane wrapper/packaging that surrounds the product.
Winning Tickets
Chocablock offers a service of including winning tickets inside chocolate bars and other products. These products will be spread randomly through your order unless we receive specific instructions to the contrary. In the case of orders that offer prizes, the responsibility of accuracy of the number of prizes and availability of those prizes is your own. Chocablock will not be held responsible for tickets that are mistakenly distributed to locations.
Delivery & Courier Information
Shipping Methods and Costs
As the products we send are perishable, all orders are dispatched the fastest possible method. This means that we may use different shipping services to send parcels – Australia Post, Courier’s Please, TNT, etc. This is done to ensure orders arrive in a timely fashion and allows us to keep our shipping charges as low as possible. The cost of shipping is calculated at checkout and is dependent on the amount of products ordered, their weight and destination, as well as how fast you would like your order produced. Our flat rate charges apply to domestic orders only. Corporate orders will require a freight quote. Flat rates can vary in remote locations and Western Australia and Tasmania. Shipping charges are subject to change without notice as required to accommodate different shipping methods.
For more information, please see “Rush Charges” below.
Please note, at this time, we are only shipping orders within Australia and we are based in Melbourne.
Rush Charges
If you would like your order to be moved to the head of the queue for processing, you may select this when choosing your shipping in the checkout. There is an additional charge for this service. The time-frame for shipping is still the same as a regular order however it will be on its way to you sooner than the regular processing time.
Pick Up Information
If you have opted to pick-up your order, it will be ready for collection by the dispatch date selected at checkout (by default ready in 5 business days). Our address is 15/489a Warrigal Road, Moorabbin VIC 3189 and our warehouse hours are Monday-Friday 8am-4pm. It is your responsibility to ensure your order is collected in time for your event. Not collecting your order does not make the order eligible for a refund.
Orders will be held for collection for 60 days after your pickup date and if uncollected, will then be destroyed. Charges will apply for your order to be re-produced and production times will restart.
Please note if sending a courier to collect on your behalf, it is your responsibility to confirm any required labels have been received by us so they can be attached to your box/es for pick-up. Chocablock is not responsible for any failed delivery via courier once collected from our warehouse. We will not book a same-day courier on your behalf.
Shipping Delays
Within Australia, most orders should not take longer than 1-4 business days to arrive once dispatched from our warehouse. We recommend contacting the shipping company directly for updates once your order has been shipped, and contacting us when advised by them to avoid unnecessary delays.
Please understand that while we always do our best to make good on our promise of when we will dispatch, we cannot control our courier companies. While express shipping and other methods are available to ensure speedy delivery, there is always the possibility of a delay beyond our control. Late arrival of goods does not entitle you to a refund. Arrival of goods after your event does not entitle you to a refund. Please ensure when ordering that you allow enough time from dispatch to when it arrives at your chosen address.
Dispatch Delays
Please note while we will always do our best to stick to your designated dispatch date, in some rare cases your order may be delayed. This will only occur during peak periods/when the hours in the day are not enough to meet increased demand. We will continue to work from the oldest order first to ensure everyone receives their products in the order of which it was placed. Large orders take more time to produce so please keep this in mind when ordering.
Delivery On Weekends
We do not offer any kind of weekend delivery service (business days only). Our couriers do not offer this service, hence neither can we. Unlike pure gift services and floristry shops, we do not use an on call delivery service. For this reason, we recommend having your gift sent earlier with a message to "please do not open until..." and then the day you would like the gift opened.
Your Responsibility For Provision Of Delivery Addresses
If your order is a gift or for yourself, we need you to check that someone will be at home or work to receive your delivery. If nobody is home, our courier may leave your parcel in a safe place if you have given authority for it be Safe Dropped and the courier believes the parcel will be safe.
If the courier can't find a safe place to leave your parcel, they will leave an an "Attempted Delivery" card with instructions on how to collect your parcel. This may be either the nearest post office or depot for the courier. Couriers may attempt a redelivery. If for any reason you can not collect or organise a redelivery of your parcel, and need us to organise a redelivery, a redelivery fee of up to $25 may be incurred if we are charged by the courier.
If you are sending a gift to a hospital or hotel, we require ward and/or room details otherwise the courier will fail the delivery. We recommend contacting the facility prior to placing your order to confirm the details required for successful delivery.
Any requests to change a shipping address once an order has been placed must be submitted in writing via email. We will not accept new addresses over the phone.
Missed Deliveries
If you miss your delivery, then depending on the courier company, it is your responsibility to arrange a redelivery with the courier or Australia Post. Depending on the courier, they will most likely leave a card for you to contact to arrange either redelivery or collection - of late, cards are less likely to be left and replaced by SMS messages or updates via your tracking information that you would have received from us at the time of dispatch. If redelivery is not an option (e.g. Australia Post does not offer this service), it is your responsibility to collect it from the nominated post office or dept. Chocablock can not arrange additional deliveries once it has been scanned as Awaiting Collection by the courier. If you fail to collect your parcel within typically 10 business days, it will be sent back to us (taking approximately 5-10 business days) and redelivery charges will apply.
Waiting At Home For Delivery
As discussed above, there are many factors that can affect the delivery of your parcel. 98% of deliveries make it on the day expected in the morning. But exceptions do occur. We do not recommend taking days off from work to await parcels, and do not consider your decision to do this as the basis for compensation for late parcels.
If you wish to ensure somebody is present for deliveries, we recommend having your packages delivered to your or a friend’s or family member’s workplace.
Where Our Shipping Responsibility & Melt-Free Guarantee Ends
If it is your intention to on forward the goods we ship to you, our responsisility for the condition of your chocolate ends when you receive it at the desination you provided to us. Our methods of refrigeration cover the initial transit only and do not last for an indefinite period of time. Any claims under our melt-free guarantee for products that have melted at a different location will be denied.
Refunds & Returns
Returns
Refunds
Following placement of your order, if you change your mind about your design, the chocolates you have selected or wish to cancel your order, this does not entitle you to a refund. As soon as orders are placed, stock is ordered and design staff are scheduled for your order. We are however happy to make adjustments to accommodate your needs (prior to printing).
If an incorrect/incomplete address is provided and your order cannot be delivered as a result, this does not entitle you to a refund.
Shipping costs are non-refundable.
Refunds typically take up to 2 weeks to reach your account, depending on your financial institution.
Return to Sender
If you miss your delivery and your parcel comes back to us as a return to sender (RTS), we will be more than happy to arrange for your parcel to be reshipped. A reshipping fee will be applied to cover the cost of the parcel being returned to us and then reshipped, unless we have made an error.
If an incorrect/incomplete address is provided and your order cannot be delivered as a result, this does not entitle you to a refund. If you received a card from the courier and did not arrange redelivery or to collect it yourself, and the parcel is then returned to us, this does not entitle you to a refund.
We will make every effort to contact you to arrange re-delivery. If no response is heard within 10 business days, the parcel will be destroyed.
Miscellaneous
Missing Products
Chocablock Chocolates uses a packaging camera to record your work being produced. If you believe that your order is missing a quantity of items, please let us know ASAP. We will then review your packaging recording to identify your claim, and if an error is detected, we will send out the missing items immediately. All requests for shortages must be received within 7 days of receiving the goods.
In addition to video footage we also use the dispatch weight as a guide to indicate quantities shipped and will happily share this with you upon request.
Melting Chocolates & Our Melt Free Guarantee
Chocablock offers a melt-free guarantee. If your order arrives melted, we will replace it or refund your order. This guarantee does not apply if you have selected Authority To Leave with the courier. Chocablock reserves the right to refuse an order if we believe the order has no chance of reaching its destination in an acceptable timeframe (e.g remote sites where mail can take weeks to arrive in high temperatures).
If you receive your chocolates and you are concerned that they may be heat affected – STOP. Place the package in a cool location for at least an hour to allow it cool down. Once it has cooled, then open that package to check for any distortion.
If you find your chocolates have been heat affected, please call our warehouse immediately and we will begin the process of replacing your chocolates. Photographic evidence of meltage must be provided so please don't throw away your melted items before we have advised you to.
What You Can Do To Eliminate The Risk Of Melting
We recommend having your chocolates delivered to a workplace, for two reasons:
- Workplaces tend to be cooler in the Summer months
- Someone usually is able to take receipt of your parcel instead of it being left out in the elements at home.
Substitutions
Occasionally it is necessary for us to adjust the contents of hampers, gift boxes and more ensure your order is dispatched within your requested timeframe. We will always substitute items for an item of equal or greater value.
Promotions/Discount Codes
From time to time, we offer specials on products, shipping and discount codes. All discount codes must be entered at checkout and applied before the checkout process has been completed. We cannot apply a discount code once an order has been placed nor can we cancel an order once it has been placed in order to apply the discount code.
Prices
All prices displayed on our website are in AUD and are subject to change.
Bulk Orders
Chocablock chocolates offers bulk discounts for orders over a set number of units which vary on a product by product basis. Please call 1300 154 009 to discuss.