Frequently Asked Q & As


Need help? Have a peek at our FAQs below - you'll probably find the answer is already provided somewhere!

Need more help? Then please contact the candy customer service team via our contact us page

ORDER FAQs

Can I change or cancel my order once I've placed it?

If you want to change or cancel your order please email help@palomacandy.com.au, along with with your order details, as soon as possible and we will try and help. If your order has already been processed, packed or shipped, there is little we will be able to do, sorry. So we strongly encourage you to carefully check and double check your order before submitting it!

How do I check on the progress of my order?

We'll keep you updated along the way, and will send you an email when your candy has both been shipped and delivered as well.

What payment methods do you accept?

We accept Visa, Mastercard, PayPal and Afterpay, which allows you to send or receive candy now, and pay for it later. How fun!

What about your policy on returns, refunds and replacements?

Because candy is perishable (obvs!), we are not able to accept returns. Please read about our refund and replacement options in more details over here

Can I buy Paloma candy as a gift and have it shipped as one?

Yes! (And what a ridiculously good idea!) What better way is there to make a friend, colleague or a fam member instantly happy than with a candy delivery? Just make sure you enter the details of who you are sending the gift to during the checkout process.

Can I also include a card?

Sure can. We offer a greeting card option for an extra $4.00, which includes your personal message that is handwritten on a note card and sealed in an envelope. Select this option on the checkout page, and be sure to include your personal note in the box. 

Do you handle large / bulk / custom orders?

If you've got a large or bulk or custom order in mind, you can contact us at hello@palomacandy.com.au or submit your enquiry via our custom orders page. We'll do our best to help!

How do I redeem a promotion code?



To use your promotion code, please enter the code on the checkout page and click submit. You may like to know that promotion codes cannot be combined, only one promotion code may be used at a time and they cannot apply to previous order. Certain product exclusions may also apply to Paloma's promotional codes. 

SHIPPING FAQs

Do you offer free shipping?

Yaassss! We offer FREE shipping within Australia when you spend over $89.00. For all other orders, there is a flat-fee shipping cost of AUD $9.95 when your order value is below AUD $89.00. Please check our shipping information page for details.  

When can I expect to receive my order?

Below is a rough guide for how long you can expect your delivery to take once it is collected from us by our couriers:

Adelaide - 1 to 3 business days
Albury - 1 to 2 business days
Bendigo - 1 to 4 business days
Brisbane - Same or next business day
Bundaberg - 1 to 2 business days
Cairns - 1 to 3 business days
Canberra - 1 to 2 business days
Central Coast - 1 to 2 business days
Coffs Harbour - 1 to 2 business days
Darwin - 3 to 5 business days
Geelong - 1 to 3 business days
Gold Coast - Same or next business day
Hobart - 3 to 7 business days
Launceston - 3 to 7 business days
Mackay - 1 to 2 business days
Maryborough - 1 to 2 business days
Melbourne - 2 to 3 business days
Newcastle - 1 to 2 business days
Northern Rivers - 1 to 2 business days
Perth - 7 to 10 business days
Port Macquarie - 1 to 2 business days
Rockhampton - 1 to 2 business days
Sunshine Coast - 1 to 2 business days
Sydney - 1 to 2 business days
Toowoomba - Same or next business day
Townsville - 1 to 3 business days
Wollongong - 1 to 2 business days

For more details, visit our shipping information page

Please understand, our estimate delivery times are provided as a guideline only, and we cannot be held responsible for any delays or earlier-than-expected deliveries. Once your order is in the hands of our courier partners, we have no control over the delivery process.

What happens if I’m not at home or not available during the delivery time?

Candy is a perishable product and it can be affected by the weather, particularly in warmer months. We want your order to arrive in the best possible condition, so we do request that your orders be shipped to an address where someone is present at the time of delivery. We can either deliver to your office or your home – just use the most appropriate address during the checkout process.

Once you place your order, it is your responsibility to ensure that someone is present to accept delivery. We accept no responsibility if no one is present at the delivery address to accept delivery.

If no one is available, our delightful couriers are given the authority to leave your delivery. If you select this option, you understand that you're taking full responsibility for the condition of the products. We cannot be held responsible for products that are damaged or stolen as the result of the recipient not being available and the parcel being left outside upon delivery. 

How will my order arrive? 

Our products are packaged up pretty in OMG so cute candy gift cubes, and sent out in our signature, shipping box. Please note, for some orders (including larger or smaller orders), plain kraft boxes may be used to ship the candy instead.

Oh, and don't worry! We also don’t include packing slips or any pricing information, as we understand our candy products are frequently sent as gifts. Instead, we email a receipt and order confirmation to the person who ordered. 

 

Help, I provided the wrong shipping address!

That's okay. Please email help@palomacandy.com.au, along with with your order details, as soon as possible and we will try and help. If your order hasn’t shipped yet, we’ll update the address prior to shipping your box. 



Help, my order didn't arrive when it was supposed to! 

On rare occasions, shipping may take longer due to external factors or events such as weather or traffic incidents, or due to public holidays. Additionally, if your order is being shipped to a remote or regional suburb, it may take slightly longer than usual to arrive.

If you do urgently require your candy to arrive before a certain day/date, we recommend you order in advance to avoid disappointment.

Help, my order hasn't arrived at all! 

Oh, no! Please email help@palomacandy.com.au, along with with your order details, as soon as possible and we will try and help. Please note, if the incorrect information was provided with your order, we cannot be held liable but will try our very best to achieve the best possible outcome for you.

 

CANDY FAQs

How long does Paloma candy last for?



Not long really, because they're so nom nom nom.

But if you prefer to save your sweets, most varieties have a shelf life of six months or longer. (Each candy box will have a best before date marked on it as well.)

To maximise the shelf life, we recommend properly storing your candy in a cool, dry place away from direct heat or sunlight.
 And kids! 

Can I refrigerate or freeze my candy?



We do not recommend refrigerating or freezing your candy as this causes changes to the appearance and texture of the candy.



Where is Paloma candy made?



We source the best candy from the best candy makers from all over the world, however, all Paloma candy is lovingly hand-packed right here in Australia. 

I have an allergy, how can I find out which candies are right for me?




If you have a severe allergy or are considering gifting our products to someone who does, we recommend avoiding our candy. All candy is manufactured on equipment that also processes peanuts, other nuts, wheat, soy, egg and milk so may contain traces of these allergens in the candy.

I have dietary requirements, how can I find out which candies are right for me?



Each of our candy product pages includes a list of dietary details applicable to each candy variety. You'll find options for gluten free, fat free, MSG free, dairy free, and more in our candy shop. You can also find out more information about each of these labels, on our dietary information page

Can I please have a free sample?

We love to surprise and delight our customers, and so you'll find a sample-size pack of one of our candy varieties with all purchases $89.00 and over. You're welcome! 

GENERAL FAQs

Why is it called Paloma?



Well. Paloma is actually the name of one of our favourite cocktails! It’s made by mixing tequila with grapefruit soda and served with fresh lime and ice (with a sprinkle of salt added to the rim of the glass too, if prepared by a good bartender.) It’s the perfect balance of sweet, tangy, salty, which also happen to be the essential requirements of a pretty excellent piece of candy.

Oh, and the fact that a paloma cocktail is also the prettiest of peachy-pink colours is a bit of an added bonus. Need we say more? 

Where can I send my compliments or comments?



We’d love to hear your feedback. While receiving lovely feedback is always fun, we also appreciate hearing about areas where we can improve. Please send any comments to hello@palomacandy.com.au. 

How do I contact someone at Paloma?

Try emailing us at hello@palomacandy.com.au or completing the form on our contact us page. You can also find us on Instagram or Facebook. However, sending more than one enquiry is not necessary, we’ll respond to your message as soon as we can in whichever form it arrives!

Every single email and message is important to us, and we respond to all of them as quickly as possible. But sometimes, it can take up to 24 hours so please be patient.

How can I let you know I'm your biggest fan?

Find us, follow us, like us, stalk us, and tag the sugar out of us on social media! You can find us on Instagram or Facebook. Use @palomacandy and #palomacandy to let others know about us! We'd love that!

Are you an Australian business?

Yep! We’re 100% Australian-grown, born and bred, owned and operated. We’re actually a small business based out of of our candy-coated studio in Burleigh Heads on the Gold Coast, in Queensland. 

What's your favourite type of candy?

Basically anything and everything peach flavoured.