Shipping

Please read everything below

Every order placed is reviewed by our team. If we notice any missing information or anticipate any issues, we will get in touch with you to ask further questions.
Please make sure that your delivery address and postcode are correct at the time of placing your order. Artisa cannot be responsible for non-delivery due to an incorrect address.

Delivery
Artisa dispatches chilled parcels only on Tuesdays and Wednesdays using an overnight express courier service. No chilled parcels will be dispatched on Thursday or Friday as deliveries cannot be made on the weekend or public holidays.

Please note:
We recommend you provide a delivery address where there will be someone present to receive the parcel. If no one is going to be present at the delivery address you specify, when the package is due to be delivered, we suggest you consider placing an esky out with instructions for the package to be placed into the esky.
All our chilled parcels are sent on an ‘Authority To Leave (ATL)’ basis. This means that if no-one is available to receive the parcel, the courier will leave the parcel at the property if it is safe to do so. If there is no safe location to leave the package, the courier may contact you by SMS asking you to collect the parcel from the nearest depot, which may be some distance from you. If this occurs please retrieve it ASAP so that you receive your cheese in its best condition.

Packaging
Your order is packed for transport in an industry air freight rated polystyrene eskie. In addition the cheeses are enclosed in foil insulated bubble wrap along with frozen hydrated flexible ice sheets with the airtight lid taped shut.
Our experience has shown this combination of packaging provides a good level of protection for our cheese products for a 24–48 hour journey. It can however take up to 3 days for deliveries to more remotes areas. This duration is most likely beyond the cooling effectiveness of our insulated packaging. Please give us a call to discuss if you think such a situation may apply to you.

Please note:
It is important that you monitor your tracking information so that you can prepare for your cheese delivery in a timely manner. Artisa will send you a confirmation of dispatch and this includes information on how to track your order.
Having received your parcel your may find that the ice sheets have thawed and are no longer cool to the touch, even if delivered within a 48 hour time frame. There is no need to panic; your cheeses will still be fine. Simply place them straight into the fridge.

If you think there is a problem with the delivery of your order or the items themselves please contact our orders team by emailing orders@artisa.com.au and we will do whatever we can to resolve the issue.
Thank you for your order and enjoy!

Returns & Refunds Policy
Artisa hand packs all items and takes every measure possible to ensure that the customer receives the delivery in good condition. However the delivery system Artisa uses to deliver your order is not a proper cool chain system in that the packages are not kept in consistently refrigerated environments throughout their journey. The express courier delivery system we use relies totally on the insulating properties of the packaging used to keep the contents cool within limited time frames. Neither Artisa or the courier have control over the environmental conditions. Artisa therefore is unable to provide a refund for product damaged by heat.
If however an item has been damaged during transit by factors other than excesses of environmental heat, we will replace the item at no cost to the customer, providing we receive photographs of damaged goods within 24 hours of receiving delivery.
Please call us on 0403 776 985 Monday – Friday 10am – 4pm or email orders@artisa.com.au

Responsibility
Artisa is unable to modify or cancel already processed orders.
Artisa cannot be held responsible for the service, delays, or delivery by the courier company such as may occur during peak seasons or events out of our control.
Our shipping costs are non-refundable.
We cannot cover the cost of ‘return to sender’ due to an incorrect address. If your order is returned to sender, a shipping fee will occur to re-ship, including the cost of any product which was spoiled in transit.