FAQ

Frequently asked questions

Coronavirus (COVID-19): Sharing is Caring Action Plan


We place the highest priority on protecting the health and wellbeing of our employees and customers so we wanted to let you know what we’re doing behind the scenes based on guidance from the Australian and Victorian government health departments. Measures include:
– All team members thoroughly washing and sanitising hands every time they enter and leave our offices and distribution centres

– All team members sanitising their hands before and after warehouse pickups and customer deliveries

– All packing team wearing medical-grade protective gloves while arranging posies and / or packing customer orders

– Clear direction to all team members to stay at home if they feel sick These are by no means new measures, as we have always had health & safety policies in place for our team, but we want to reassure our caring customers that we have an action plan in place.
In addition to this, contactless delivery will become the norm for the foreseeable future. Our delivery drivers have been briefed as follows: – To sanitise their hands between each customer delivery

– Wherever possible, they should not come into direct contact with customers / gift recipients

– Instead, where safe, drivers will leave gifts and flowers at the front door of residential addresses or at the main entrance of commercial addresses

– As an alternative to a signature from the recipient, drivers will instead take a photo of the flowers / gifts as confirmation of delivery
Our intention is to take a common sense and practical approach to this situation, these measures are not intended to cause panic or inconvenience. We will continue to monitor the situation daily and update our caring customers as things develop.
If you have any questions or concerns, please do get in touch at hello@sharingiscaringaustralia.com




Do the hampers exactly reflect those in the photos?


The hampers pictured are an accurate indication of how yours will be on delivery to the recipient. Quality and value of the products in the pictures will always be reflected in what’s received, otherwise let’s face it that wouldn’t be CARING! Occasionally some of the brands may vary slightly but we try our best to keep the product descriptions up to date. If you do have a query before placing the order give us a call or send a message and we’ll answer anything on your mind.




Do you deliver to hospitals?


We can deliver to hospitals as long as they are currently accepting deliveries. Due to current COVID restrictions, we ask that you check and confirm with the individual hospital and ward before you place your order. A redelivery fee will be charged if our drivers are turned away for delivery on the day.




I have a question about my delivery, what should I do?


Please notify us of any mistakes as soon as possible by emailing us at hello@sharingiscaringaustralia.com
If an incorrect delivery address or incorrect delivery name has been supplied and we have already dispatched the gift, a re-delivery fee will apply. Re-delivery fees are quoted on a case by case basis depending on delivery suburb. Gifts cannot be re-dispatched until payment has been confirmed.




Can I select a time for my gift delivery?


Sharing is Caring delivers gifts from 11.15am until 6.30pm Monday to Sunday (metro areas) We are unable to provide specific time slots for orders, sorry!




What is the delivery cost for my order?


Delivery costs start at $16.95 but prices vary by zone and suburb. Our same day delivery service covers metro Melbourne. Other delivery locations will be serviced with our next day delivery option. The delivery cost will be added to your order during the checkout process and the price you pay is determined by the delivery postcode you enter. For a custom quote to a delivery zone that we don’t currently service, please email us at hello@sharingiscaringaustralia.com.




How do I know when my gift has been delivered?


You will receive a delivery confirmation email to confirm that your gift has been delivered. Please remember that our delivery partners are busy delivering gifts all day long until 6.30pm. This means you may not receive a confirmation email until after 6.30pm.




Can I track my delivery or get an ETA?


You will receive a SMS and email notification once your gift has left Caring Castle with an estimated delivery window. You will also be able to track this live via our drivers GPS. Timing is just a guide as our couriers take a number of deliveries at once and their route can be affected by weather, traffic and difficult deliveries.
You will then receive another notification once your gift has been successfully delivered.




What special instructions should I provide?


The more information you can provide about the delivery location, the smoother the delivery process and the less chance of re-delivery fees being incurred.
Business Address: Please provide the name of the business and whether the gift should be delivered to reception, a loading dock or building concierge.
Residential Address: Please ensure that our drivers will be able to gain access to the property. If the address is within a secure building please ensure that the recipient will be home on the day of delivery or alternatively specify a safe location where the gift can be left. If our drivers cannot leave the gift in a safe location they will be returned to the Caring Castle and a re-delivery fee will apply.




What happens if I provide incorrect delivery instructions?


If you provide us with an incorrect address or an incorrect name, we cannot accept responsibility for the failed delivery. We will arrange to re-deliver but a re-delivery fee will be incurred.




The recipient has not received the gift on the date requested and I have/have not received my delivery confirmation email, what are the next steps?


Please notify us via email straight away at hello@sharingiscaringaustralia.com and include your order reference number. We will look into the status of your delivery with our logistics partner immediately. If we cannot provide an explanation and resolution immediately, and 24 hours has passed since the chosen delivery date, we will launch an investigation with our logistics partner. We aim to provide a resolution for all investigations within 24 hours of the investigation launch. If you are dissatisfied, even just a little bit, with any of the products or services provided by Sharing is Caring we’d really like to know about it. You can send feedback, comments and questions to hello@sharingiscaringaustralia.com and we’ll get back to you pronto.