Our approach to quality and safety
Our end-to-end approach to food safety and quality applies to design, delivery and how food is experienced. Many of our internal systems are audited and verified by independent certification bodies to prove conformity to internal standards, internationally recognized standards, laws and regulatory requirements.
Food Concerns / Complaints
Lollipop NZ makes all efforts to ensure food safety standards are upheld, but are happy to deal with any complaint raised by a customer. In the first instance we ask that you use our contact form to raise your concern https://lollipop.nz/contact. We commit to contact you within 24 hours to discuss complaints.
Returns & Refunds
Due to the perishable nature of our product, our refund and returns policy last 14 days. If 14 days have passed since your purchase was dispatched to you, we can’t offer you a full refund or exchange.
As most of our products are perishable goods, to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If your goods are heat damaged in transit we will replace them or refund you upon return of the heat damaged goods. There are certain situations where only partial refunds are granted but will be under the discretion of Lollipop NZ management
Any item not in its original condition is damaged or missing parts for reasons not due to our error or any item that is returned more than 28 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If we say that the refund will happen by a certain date but you haven’t received a refund yet, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at robyn@lollipop.nz
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at robyn@lollipop.nz or our contact form https://lollipop.nz/contact and we will advise where to send your item to.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, we will advise you where to mail your product to.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.