FAQ
how to
ORDER
How do I place my order online?
To place an online order, simply add items to your basket. Once your selection is complete, proceed to checkout. Then, input your delivery and billing addresses, and select your preferred delivery and payment methods. Upon completion, you will receive a confirmation email. Kindly note, the email may land in your spam folder.
Can I get assistance while creating my order?
If you encounter any difficulties, please don't hesitate to reach out to our customer service team using the contact form on our website. We'll endeavor to respond promptly to assist you.
Can I change my order?
To modify or cancel your order, kindly reach out to our customer service team via the contact form on our website. Please be aware that changes and cancellations are not possible once the order has been handed over to our delivery partner.
The shipment received does not match my order. What should i do?
While our team strives to meticulously prepare orders, we acknowledge that errors can occur. If you encounter any issues, please notify our customer service team promptly using the contact form on our website within 48 hours of receiving your shipment. We are committed to addressing any concerns swiftly and effectively.
Is it possible to add a personal message to my shipment?
You have the option to include a personalized message with your order. Simply provide your message when you finalize your order on the website in the designated message space.
how to
SHIPPING
Which cities can be delivered by courier service?
Every Australian address can be reached by our delivery partners
How can I track my order?
Shortly after your order has been post, you will receive an email containing your tracking number. If you selected courier delivery. Please note that while you will receive updates on the delivery status.
What are the order preparation and delivery lead times?
Orders placed are dispatched typically within 24-48 hours. Express deliveries to international destinations are processed within 2-6 days for Europe and 3-5 days for the U.S.
How are my items transported?
Our chocolates are transported in boxes labeled "Fragile" for a better handling by the transporter. They are packaged in Alessandro Luppolo bags and bubble-wrapped. During the warmer months, our chocolates are transported chilled.
Why are courier deliveries not available during certain periods?
During warmer months, courier deliveries are unavailable due to suboptimal transport conditions for our chocolates. We cannot guarantee the quality upon delivery during this period.
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PRODUCT
How and where are Alessandro Luppolo chocolates made?
Nestled in the vibrant heart of Melbourne, our Kitchen stands as a beacon of artisanal craftsmanship, where chocolate is meticulously crafted by hand, from cocoa bean to exquisite finished product. We meticulously source our beans from diverse corners of the globe before expertly transforming them using traditional methods right here at our Kitchen. Each day, our dedicated team diligently works, tastes, and refines our chocolates to ensure they eloquently convey the unique origins and distinct characters of the beans.
How should I store my chocolates?
Our chocolates are best when kept between 15ºC/59°F and 18ºC/64°F Celsius in order to maintain optimal taste quality.
How long will my cholocates last?
After the Best Before date, the item might lose some taste quality and/or original visual aspect. The Best Before date of our chocolates is indicated on the back of every packaging, and differs for each item. All our items are handmade in Melbourne, without any artificial flavouring or preservatives.
Are all the items available for delivery?
Our entire permanent collection is available for delivery. However, certain seasonal creations, such as our delicate Easter or Christmas moldings, are too fragile to be shipped via post. As a result, they are exclusively available for courier delivery in Melbourne and its neighboring suburbs.