FAQ
N.B There will only be limited postal deliveries between Christmas and New Year.
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Click on the topic you're interested in: Online shopping
Our Sydney Shop
Products
Vegan Mystery Box
Vegan Grocery Store Loyalty Program
Didn't find the answer you're looking for? Email us and we'll reply asap.Questions about our online shop
What are your delivery charges?
How can I pay for my order?
How long will it take to get my order?
Can my order be tracked once it has been dispatched?
Do I have to be home to sign for my delivery?
Can I specify a delivery time?
Do I need Shipping Insurance?
Can I collect my order?
Do you ship outside of Australia?
What is your refunds & returns policy?
How do you ship refrigerated or frozen products?
Where can you ship refrigerated products?
Shipping Chocolate, do I need a cooler?
Can I return my Cold Pack for a refund?
Packing Materials
Is my information secure?
What is your web privacy statement?
What are your delivery charges?
Delivery charges vary depending on the weight of your parcel and your address. Our system will automatically calculate your delivery fee based on these variables. Delivery is available by courier or post. If you're in an area serviced by courier both options will be offered at checkout.
Rates begin at:
Sydney $10.99
Blue Mountains, Wollongong, Newcastle & Brisbane, Melbourne, Canberra (and coast in between) $14.99
Sunshine Coast $16.99
NOTE: These rates are subject to change & are a guide only. Please ensure your delivery address is correct. If a parcel is returned to us and re-delivery is required the shipping fee will be required again.
Click & Collect from Glebe, please only select this free option if you are able to collect from our Glebe shop (Sydney).
How can I pay for my order Online?
We accept payment by Visa, Mastercard, Paypal and AfterPay ($25 minimum for Afterpay). More information about AfterPay can be found here.
How long will it take to get my order?
Orders will leave our Sydney warehouse within 2 business days.
If you select courier delivery: Once dispatched the time depends on where you live, Sydney is generally 1-2 days, all other areas are 1-3 days.
We cannot send orders containing refrigerated products (with (cold) in the name) on Thursdays or Fridays as the couriers do not work over the weekend and products would spoil. Any orders place Wednesday onwards will be dispatched the following Monday (excluding public holidays).
If you select Australia Post: Delivery time will vary depending on where you live. Please check the Australia Post website for an estimated timeframe.
NB: We are not open over the weekend so orders placed on Friday to Sunday will be dispatched on Monday/Tuesday. Courier companies are currently experiencing delays so please note these are estimates only.
Can my order be tracked once it has been dispatched?
We will email you a tracking number as soon as your parcel has been dispatched.
Do I have to be home to sign for my delivery?
Couriers delivering (cold) products:
Parcels containing chilled products automatically have Authority to Leave (ATL) as any delay in delivery could risk spoiling. Your delivery address must have a safe place for the courier to leave the parcel or someone to be present as you will be responsible for protecting your order from weather damage or theft once your parcel has been delivered. If you live in a security apartment, you must be home for delivery as couriers generally will not leave parcels on the public footpath and if they take it back to the depot, the delay may spoil the order.
You can enter basic delivery instructions for the courier, eg, 'please leave in the shade' or 'behind the chair on the verandah'.
We suggest putting an address where you will be present to accept delivery (E.g. Work address)
Australia Post
If your parcel won’t fit in the letterbox and you're not home at time of delivery, Australia Post will leave a calling card and take your parcel back to the local post office for collection.
Do I need Shipping Insurance?
When selecting your shipping option you may also select parcel insurance for delivery protection. We will cover any lost or damaged items in transit within Australia (excluding the conditions above in the 'home to sign for' section and any melted chocolate due to weather).
Damage Claims: Must be made within 24 hours of receiving delivery. Please note that you may be asked to provide proof of damage (such as photos).
Can I specify a delivery time?
Unfortunately neither the courier company we use nor Australia Post will specify delivery times. The tracking link we send you provides updates, including 'Onboard' meaning it should be delivered that day.
Can I collect my order?
Yes, you can collect your order from our Glebe (Sydney) shop during open hours as long as your order has been prepared by our Online team. When you go through our online checkout select “Click & Collect” at the checkout. Please allow 2 business days for us to process your order & wait for our email confirming your order is ready for collection before coming to collect. We will happily expedite the process if you're in a hurry, just call or email our warehouse team.
Orders must be collected within 2 weeks of contact. At times we will hold on to an order for up to 4weeks, contacting you each week to collect. If there has been no response after repeated email and phone call attempts to contact you, the products will be returned to stock. We cannot refund any short dated/clearance items not collected.
Do you ship outside Australia?
We are only able to ship within Australia at this stage.
What is your returns & refunds policy?
We will refund products for any reason so long as they are returned to us un-opened and un-used within 7 days of purchase and they are in the same condition they were sold in. Unfortunately for health reasons we cannot refund any cosmetics. Refunds will be issued using the same method you originally paid with.
How do you ship refrigerated or frozen products?
We ship chilled products in eco-friendly insulated box liners with ice sheets. 90% of the coolers we use are eco coolers (cardboard with liner), though we do reuse and recycle all coolers that come to us via suppliers, this means on occasion you may receive a polystyrene cooler, temperature controlling foil bag or lined paper bag. All of these options are tested to ensure products travel safely in transit. The price is the same for all cooler types as we cannot know what size you require until the order is confirmed and packed. We will choose the appropriate size and type for your order.
Cold orders can only be sent by courier Monday & Tuesday (and Wednesday for Sydney). Cold Packs keep products cool for up to 48 hours in transit. Please note that frozen products and ice sheets will defrost in transit, many brands can either be refrozen or refrigerated fridge. If you're unsure about this, please contact us.
By ordering cold products you are approving authority to leave for your parcel. If you would like your parcel left somewhere safe please specify in the notes section when you go through our online checkout.
Delivery instructions are a guide only and we cannot guarantee that any instructions provided will be followed by the delivery driver.
Where can you ship refrigerated products?
We can ship orders containing refrigerated (cold) products to:
- Victoria: Melbourne and surrounds
- NSW: Sydney, Wollongong, Newcastle, Port Macquarie, Coffs Harbour, Northern Rivers and some surrounding areas.
- Queensland: Southern Queensland, Brisbane, Sunshine Coast, Gold Coast and some surrounding areas
- ACT: Canberra
This list is a guide only.
We cannot ship refrigerated products to any parts of WA, NT, SA or Tasmania however we can send all our non-cold products anywhere in Australia with Australia Post.
To check if your postcode is serviced click here.
Shipping chocolate, do I need a cooler?
You have the option to add a Cooler to your order for non-refrigerated products that may melt in transit in hot weather eg. chocolate. Please be aware of weather conditions if you live in warmer areas & consider this is Australia and temperatures are often high.
We strongly recommend you add a Cooler in hot weather for vulnerable products, we cannot take responsibility for chocolate that melts in transit as delays and extreme weather are out of our control. Adding a cooler provides the best chance of chocolate arriving in tact.
Can I return my Cooler Pack for a refund?
We cannot refund the new Eco Cardboard Coolers but they are 100% recyclable. You can return undamaged polyfoam boxes or ice sheets to any of our stores and we will reuse or recycle what we can, but we will no longer be refunding them.
Packing Materials
We reuse packing materials that come from our suppliers so that there is minimal waste. We use as much cardboard, newspaper and packing peanuts as we can but in some instances we do use plastic/bubble wrap. Soft plastics are recyclable in some areas, a few programs you can look into are Terracycle and Recycle Smart.
You also recycle your poly boxes with EPS Recyclers. The Eco Cardboard Coolers are 100% recyclable thorugh your regular cardboard recycling.
Is my information secure?
We will not give or sell your information to anyone, it will be used solely for the purpose of processing your order and associated communications, and our monthly newsletter if you have subscribed.
What is your web privacy statement?
The following discloses our information gathering and dissemination practices for this website. This website does not gather any information about visitors. We do not log the IP addresses of visitors or what files they access and we do not use cookies. An announcement of any changes to this policy will be posted prominently on the first page of our web site for three months before any changes go into effect.
Our Glebe shop
Where are you?
What are your opening hours?
Do you have all the same products in your shops as you have in your online store?
Are the prices the same in store as online?
How can I pay for my purchases in store?
What is your returns policy?
Where are you?
90 Glebe Point Road, Glebe NSW 2037. Phone 02 9550 0415.
What are your opening hours?
Vegan Grocery Store Glebe opening hours are:
Monday to Wednesday: 11am – 6pm
Thursday & Friday: 10am - 6pm
Saturday: 10am – 5pm
Sunday: 11am – 5pm
Do you have all the same products in the shop as in your online store?
Most products are available online and in store with the exception of ice cream which is only available in store.
Are the prices the same in store as online?
Prices may differ between our online shop and our physical shops. Specials may sometimes be offered through only one of our shops.
How can I pay for my purchases in store?
We accept Visa, Mastercard, EFTPOS, AfterPay and cash ($25 minimum for Afterpay.
What is your returns policy?
We will refund or replace any product sold through our shop within one week of purchase for any reason so long as it is hasn't been opened or used and it is in the same condition it was sold in. We are not able to refund opened or used products or any cosmetics. If a product is faulty we will refund or replace it immediately.
Questions about our products
Are all the products you sell vegan?
Why do some of your products say "May contain traces" of non-vegan items?
Are all your products dairy-free?
Are your products free from animal testing?
Do you sell your products wholesale?
Do any of your products contain palm oil?
Why don't you stock the full range of each brand?
Clearance/Sale products. What does 'best before' really mean?
Are all the products you sell vegan?
YES, all the products we sell are vegan!
** Product information, including (but not limited to) product ingredients, is provided for your convenience. It is based on the information provided by each product's manufacturer or supplier. This information, along with any product imagery, are subject to change at any time. Please always refer to the label or contact our support team to confirm specific ingredients, especially in relation to allergies.**
Why do some of your products say "May contain traces" of non-vegan items?
A product is labelled with ‘may contain’ because there is a (very slim) chance of cross-contamination by a substance not declared as an ingredient. There are very few fully vegan commercial kitchens in existence, most products are made in facilities where non-vegan products are also produced. Cross-contamination could occur as a result of products sharing factory equipment or airborne particles.
None of the products we stock contain non-vegan ingredients but many are made in shared kitchens and this warning is really intended for people with severe allergies where even the tiniest amount of cross-contamination with an allergen could cause them to have an allergic reaction. Sometimes companies that don’t use these ingredients will add the “may contain” warning to the package to cover themselves legally in case someone were to have any adverse reaction.
Are all your products dairy-free?
While none of our products contain dairy as an ingredients some are made on equipment which also produces products with dairy in them so some do carry the warning “may contain traces of dairy”. People with allergies should closely check the labels for each product before purchasing.
Are your products free from animal testing?
The non-food products we sell have all been certified cruelty-free by either Choose Cruelty Free Australia or an equivalent international standard (eg Leaping Bunny)
Do you sell your products wholesale?
Yes, we sell our Cruelty Free Pantry products wholesale.
Do any of your products contain palm oil?
We are going through a process of collecting palm oil source statements from suppliers of any products that contain palm oil. We are requesting a Source Statement from the supplier to make sure it is not sourced from areas that threaten the habitat of Orang-utans in Borneo and Sumatra. Or, if it comes from this area, that it is sourced through the RSPO (Roundtable for Sustainable Palm Oil). As we receive these statements they will be posted on our website in the description of the individual product. An example can be seen here.
Why don't you stock the full range of each brand?
There are a few reasons why we may not carry the full range of a particular brand, they are:
- Sometimes we're limited by what the importers decide to bring in to the country so the whole range might not be available in Australia yet. If a particular brand is popular then the importer will generally expand the range over time.
- Not all of the products in the range may be vegan in which case we'd only stock the vegan items.
- We have limited shelf space so we may have prioritised the more popular items in the range.
If there's something in particular you'd like us to stock please do let us know.
Why do some of your products carry a "may contain traces of dairy" warning?
In an ideal world manufacturers of vegan products would be big enough to have their own dedicated vegan facilities but unfortunately most still have to share factories with other businesses who may manufacture products that contain dairy. Some of our products also come from companies who produce both vegan and non-vegan products, we stock their vegan products as we hope to encourage them to expand their vegan ranges. In both cases, while every effort is made to keep equipment clean and separate there is a very slim chance that an airborne particle may reach this equipment. Legally this slim possibility must be declared.
Clearance & Sale products. What does 'best before' really mean?
https://www.foodauthority.nsw.
Questions about our Vegan Mystery Box
When will my Vegan Mystery Box be delivered?
How is my Vegan Mystery Box delivered?
What if I’m not home when the courier arrives?
What will be in my Vegan Mystery Box?
What if I love one of the products in my Vegan Mystery Box and want more?
How often will my Vegan Mystery Box be delivered?
How do I pay for my Vegan Mystery Box subscription?
When will my card be charged for my 3 or 6 month Vegan Mystery Box subscription?
How do I change or cancel my Vegan Mystery Box subscription?
How do I change or cancel my 3 or 6 month Vegan Mystery Box subscription?
What if I want to give a Vegan Mystery Box subscription as a gift?
What happens if my credit card gets declined?
When will my Vegan Mystery Box be delivered?
We will dispatch your Vegan Mystery Box from Sydney in the first week of each month, regardless of when you place your order. For example if you place your order on the 15th of November, it will be dispatched in the first week of December. You will be emailed a tracking number for your parcel. Delivery times vary depending on your location, you can check the Australia Post website for delivery times to your area.
How is my Vegan Mystery Box delivered?
Your Vegan Mystery Box will be delivered by Australia Post.
What if I’m not home when Australia Post arrives?
It’s best to have your parcel delivered to a work address if possible as the parcel does need a signature. If you are having your Vegan Mystery Box delivered to a home address and you’re not home, a calling card will be left advising you of the location of your local post office for collection of your parcel.
What will be in my Vegan Mystery Box?
It’s a mystery! Every month you’ll receive 8-10 exciting, all vegan, all cruelty-free products to try. They'll be a mix of vegan snacks, food, treats, pantry essentials and personal & household products. Some will be new, some will be old favourites; some will be full size and some will be sample sized.
What if I love one of the products in my Vegan Mystery Box and want more?
All products in your Vegan Mystery Box are available to purchase from The Vegan Grocery Store (subject to supplier availability).
How often will my Vegan Mystery Box be delivered?
Vegan Mystery Boxes are delivered once a month. Vegan Mystery Box Monthly subscriptions mean that one box is delivered every month and your credit card or Paypal account will be deducted monthly. Alternately you can pay for a 3 or 6 month Vegan Mystery Box Subscription, meaning that you pay up front for 3 or 6 boxes at a discounted rate. Your credit card or Paypal account will be deducted again after 3 or 6 months, depending on your subscription.
How do I pay for my Vegan Mystery Box Monthly subscription?
Vegan Mystery Box subscriptions can be paid by credit card or Paypal, which will then be debited on the day you place your order and monthly around the end of each month thereafter.
When will my card be charged for my 3 or 6 month Vegan Mystery Box subscription?
Your card will be charged for 3 or 6 months of boxes (depending on which option you've chosen) as soon as you place your order. Your card will then be charged automatically every 3 or 6 months thereafter until you cancel your subscription. You will receive an email 1 week before you are charged to make sure you would like to continue and providing you a link to cancel if you wish.
How do I change or cancel my monthly Vegan Mystery Box subscription?
You can change frequency or cancel your subscription at any time by following the link that is emailed to you when you activate the subscription. If you would like assistance with this you can call or email our Online Shop.
How do I change or cancel my 3 or 6 month Vegan Mystery Box subscription?
Your subscription will auto renew every 3 or 6 months (depending on which subscription you chose). Y ou can unsubscribe or change your subscription any time by following the link to your portal that is sent with your sign up email, or by logging into you Vegan Grocery Store account through our website.
What if I want to give a Vegan Mystery Box subscription as a gift?
Simply specify the name and the address of the lucky recipient in the Delivery Address section when you go through our checkout. If you’d like a note sent with the first Vegan Mystery Box please write this in the Notes section on the Shopping Cart page and we’ll include a hand written card for you. If you've gifted a 3 or 6 month subscription, you might want to mention that in the note as it won't say on the box.
What happens if my credit card is declined?
If, when we process your monthly subscription fee, your credit card is declined you will receive an email to let you know. We will then try to re-process your payment in a couple of days. If your credit card details have changed please click on the link in the email to update them.
Questions about our Vegan Grocery Store Loyalty Program
Please refer to our Loyalty Page here.
Are you going to sell my information or spam me with emails?
No! Your info is totally safe with us, signing up to the loyalty program in-store also signs you up to our mailing list for our bi-monthly newsletter, but if you're not enjoying receiving recipes, specials, and pictures of cute animals we can happily unsubscribe you (this won't delete your membership to the Vegan Grocery Club).
Didn't find the answer you're looking for? Email us and we'll reply asap.