Frequently Asked Questions



Guilty Contactless Delivery Practise

All carriers are now defaulting deliveries to authority to leave (ATL) where possible and will not be requesting a physical signature from the customer/receiver.

Guilty will not be able to take responsibility for conditions beyond our control such temperature damage to chocolate (i.e. melting) due to a delivery being left unattended, or longer than normal delivery times.


Has My Order Gone Through Successfully?

Once your order has been placed you will receive a confirmation email with details of your order and an order number. If you have been charged for an order but haven’t received a confirmation email, please contact us(direction link to our contact page)


How Can I Track My Order ?

Once your order has been dispatched you will receive a confirmation e-mail with shipping details including an estimated delivery date, and your parcel tracking number. This e-mail will also include a link for you to keep an eye on your chocolate delivery.


Can I Add Something To My Order Once It's Been Shipped

We are happy to change or amend your order if the request is received before the order has been packed. We usually process orders within 1-2 business days so please email our team at from Monday to Friday 9am – 4pm AEST or send us your details(direction link to our contact page). You will need to pay for any price difference for the additional items. We will need to collect this payment via credit card over the phone.


Where Do You Deliver ?

We currently deliver our chocolates across most of Australia.
We do not deliver to Western Australia, Northern Territory or North Queensland.


How Much Does Delivery Cost ?

All orders are shipped via Australia Post Express Post.
Shipping costs $11.95 for orders under $110. All orders $110 or above receive free shipping in Australia.

All orders shipped to regional areas, are sent via Australia Post Express Post or temperature-controlled couriers, depending on your postcode and accessibility.


Will My Order Be Shipped Straight Away?

Yes. Please note that while most orders are ready for dispatch within 1-2 business days, depending what time and what products you order, some orders may take additional time to prepare. We do not ship on Fridays although you may receive an order on Fridays (unless special arrangements have been made), Saturdays, Sundays or public holidays. While we will do what we can to ensure your order is delivered on time, Guilty Chocolates cannot be held responsible for conditions beyond our control such as carriers interruptions, severe weather, service etc.


Can I Order My Chocolate Online and Choose Click and Collect ?

Currently our online orders are only available for delivery via our shipping partners, you are not able to collect an online order.


I've Placed My Order But My Shipping Details Are Incorrect. How Can I Change My Details ?

We are happy to change or amend your shipping details if the request is received before your order has been packed. We usually process orders within 1-2 business day so please email our Customer Service team on 9am – 4pm AEST.


What If I'm Not Home To Receive My Order?

We recommend that you have your Guilty chocolates delivered to a location where someone can accept them and look after them – like an office or workplace.

As our chocolate is temperature-sensitive, we will manage the heat exposure as much as possible, but unfortunately, we cannot take responsibility for any melting or spoilage.


I've Received A Wrong Item/Something's Missing From My Order.

Please contact our Customer Service team on from Monday to Friday 9am – 4pm AEST


Can I Send A Gift Anonymously ?

Your order confirmation will be sent via e-mail, not with your chocolate, so unless you include your name in the personalised message your gift can remain anonymous.



What Payment Method Do You Accept Online ?

Payment for an online order can be made via the following:
• Debit / Credit Card (Visa, MasterCard, American Express)
• PayPal
• After pay (Australia, America, Canada and Europe)


What Is Afterpay?

Afterpay is a payment platform that allows you to pay for your purchases in four equal instalments. All payments are interest-free and you will receive your order straight away. For additional information please view the Afterpay terms here. (


How Do I Use Afterpay?

Simply select Afterpay as your payment method during checkout.

You will be redirected to the Afterpay website to process your order. Available online in Australia only.

Register or log into Afterpay to confirm your order.

You will be redirected to the Guilty Chocolates website to receive your order confirmation.


What Do I Need?

• An Australian debit or credit card

• To be over 18 years of age

• To live in Australia


Is Afterpay Available On All Orders?

Afterpay is only available online in Australia for orders up to $1,000. Each order is subject to Afterpay's credit assessment.

Refund Policy


What is your refund policy ? 

Any complaint must be submitted within 24 hours via an email to customer service after the transaction. The request will be reviewed as soon as possible and a response will be provided on how we propose to rectify the experience.

All products are sold on a no return for credit basis, unless the products are received in a damaged state, are faulty, or incorrectly supplied.

Any decision to grant a refund will be at our discretion (subject to our legal obligations) but we will always endeavour to address any complaints to our customers satisfaction. We will process any approved refunds within 5 business days of approval.

Product Information


Is Guilty Chocolates gluten free ?

The following flavours are gluten free:

• Simply Dark
• Going Nuts Dark
• Roasted Envy
• Midnight Aroma
• Pineapple Express
• Simply Milk
• Going Nuts Milk
• Don’t Be Salty
• Guiltova
• Raspberry Revenge
• Ruby Lust

Please understand that our products are handmade in an environment that contains gluten, and tree nuts. If you are sensitive to trace amounts of gluten, although we practise measures to refrain any contact of gluten and nuts with cross contamination of these ingredients, sometimes this may occur.
Please note Guilty Chocolates is apeanut and sesamefree environment.


Do you offer any vegan chocolate ?

The following flavours are Vegan friendly but not certified:

• Simply Dark
• Going Nuts Dark
• Roasted Envy
• Midnight Aroma
• Pineapple Express


Where can I find the nutrition information for your products ?

Guilty Chocolates are all handcrafted in Australia Melbourne. We source only the finest of ingredients and do not compromise when it comes to flavour and quality. You can find a full list of ingredients as well as specific nutritional & allergen information onour product pages under ‘product information' and a nutritional panel image is available for all of our products.

If you require any further specific information, please email