Shipping & Payment
This page provides answers to frequently asked questions regarding shipping and payment. For the latest courier delivery updates, please visit our designated updates page.
When and How Will My Order Be Shipped?
At France at Home, we ship across Australia and internationally from our warehouse in Victoria. We aim to process and dispatch orders quickly within 1 – 3 business days of receipt.
After placing an order, you’ll receive a confirmation email detailing the products and delivery information. We use a variety of courier networks for Australian deliveries, including Couriers Please, Direct Freight Express and Australia Post, depending on your location.
The delivery service is selected automatically, but you may request a specific carrier—please note that additional charges may apply. For international deliveries, the courier may vary.
Please Note: Delivery notes entered at checkout are considered requests. While we strive to meet these requests, courier companies have rules regarding entry to private property. We will do our best to pass your instructions on to the relevant courier.
Free Shipping
Retail Clients
We offer Free Standard and Refrigerated Shipping on orders over $150 for all retail clients within Australia (excluding gift vouchers). Please note that Free Shipping is not available for express orders.
Wholesale Clients
For wholesale clients, there is no minimum order value. However, products must meet the minimum and interval quantities listed online to qualify for wholesale pricing.
For information regarding the minimum order value required for free shipping, please speak with our wholesale team.
Standard Shipping
Once your order is packed and ready, you’ll receive a tracking number. Delivery times are estimates and may vary, especially during busy periods.
Same State Deliveries (Victoria):
- Melbourne Metro: 1–2 days*
- Victoria Country Locations: 2–6 days*
Interstate Deliveries:
- Sydney/Adelaide: 1–3 days* (Metro), 3–5 days* (Outer Areas)
- Brisbane/Canberra: 2–4 days* (Metro), 4–6 days* (Outer Areas)
- Tasmania: 4–5 days* (Metro), 5–8 days* (Outer Areas)
- Perth: 4–7 days* (Metro), 7–10 days* (Outer Areas)
- Northern Territory: 7–12 days* (Outer Areas)
*These are estimated delivery times and may be affected by courier delays or peak periods.
Missed Deliveries:
If you’re unavailable to receive the delivery, the courier may drop your parcel at a local collection point, with notification via email, SMS, or card. If no collection point is available, a card will be left advising that the parcel has been returned to the courier’s depot. You must contact the courier to arrange either collection or re-delivery.
Refrigerated Delivery
Refrigerated delivery is available in most suburbs within the following Australian States and Territories. Refrigerated orders are dispatched on Tuesdays and Thursdays, and delivery may take longer as shipments are consolidated for interstate delivery.
Estimated Delivery Times:
- Victoria:
- Melbourne Metro: 1 to 4 days*
- Victoria Country Locations: 2 to 6 days*
- Interstate:
- Melbourne to Sydney/Canberra: 3 to 5 days*
- Melbourne to Brisbane: 5 to 10 days*
*Please note: Some regional/remote locations may not offer tracking for this service.
All refrigerated deliveries will be left at the front door or a safe place if no one is home. We cannot deliver refrigerated orders to PO Boxes or Parcel Lockers.
Unavailable Services:
Refrigerated courier service is not available to Northern Territory, South Australia, Tasmania, or Western Australia. Additionally, due to courier restrictions, we cannot service Port Macquarie, Coffs Harbour, and Lismore regions.
If your order does not contain temperature-sensitive items, we may utilise alternative shipping options, even if refrigerated shipping was selected at checkout.
For assistance, contact our office at 03 8339 7438.
Split Shipping (Standard & Express)
For orders containing both shelf-stable and chilled goods, we use Split Shipping to ensure every product arrives in optimal condition:
- Chilled items (cheeses, butters and fresh sausages / pates etc.) are shipped via Express Post (estimated 1–2 business days) and dispatched Monday to Wednesday (excluding public holidays).
- Shelf-stable items are shipped separately via Standard Shipping.
- You’ll receive two separate parcels for maximum freshness.
Ice Packs & Product Safety:
It’s common to wonder: “My ice pack was melted—can I still eat my cheese?”
Our chilled boxes are packed with enough ice to keep items safe for 2 days of shipping plus a buffer. Ice packs may be fully or partially melted on arrival, this is normal. Cheese, Saucisson etc. are robust and can safely withstand short periods at slightly higher temperatures.
During summer months, gel packs may be fully melted, especially for remote deliveries. We may use extra gel packs or foam boxes to ensure your chilled items stay safe and delicious.
Tip: Once received, store chilled items in your fridge. When ready to enjoy, remove cheese from the fridge and let it reach room temperature—this is the best way to savour its full flavour.
Handling Upon Delivery:
- All parcels are shipped with Authorisation To Leave (ATL), allowing the courier to leave your order in a safe place if you’re not home.
- Chilled items are packed in thermal packaging with a gel pack. Most orders arrive within 24–48 hours.
- Important: Open your parcel immediately and place chilled items in the fridge to maintain quality and freshness.
Click & Collect & In-Store Purchases
You can collect your order or shop in person at our warehouse:
- Address: 3/4 Burnett Street, Somerton, Victoria 3062
- Hours: Monday to Friday (excluding public holidays), 8:00am to 4:00pm
Please note: During peak periods, or for safety reasons, access may be restricted or unavailable. We recommend contacting our office on 03 8339 7438 before attending.
Express Shipping
Express Delivery is available at checkout and calculated automatically by weight and destination. While we strive to dispatch orders promptly, delivery times provided by couriers are estimates only and cannot be guaranteed by France at Home.
Victoria: 1–2+ business days*
Interstate: 1–3+ business days*
*Next business day delivery is only available within the Express Post Next Business Day network, which operates between capital cities (excluding Darwin) and some major centres. For Perth, delivery is only guaranteed into the CBD. Delivery times are estimates and may vary depending on courier availability, location, and peak periods.
Authority to Leave (ATL) Terms & Conditions
By selecting ‘Yes’ at checkout (or if arranged over the phone with our Customer Service Team), you authorise France at Home’s carriers to leave your parcel at your premises as per your instructions. If ATL is selected, the carrier may leave the parcel without knocking.
You agree that the parcel is deemed received when left at your premises. France at Home and associated contractors are not responsible for any loss or damage resulting from the ATL delivery method.
If ATL is not selected, you must be available to accept delivery. Additional charges may apply for re-delivery if no one is present.
International Shipping
France at Home delivers worldwide. Shipping costs are calculated based on weight and destination. We are not liable for any food or products not allowed into your country and removed or refused by customs.
Please note:
- Import duties, taxes, and charges are the buyer’s responsibility and are not included in the item price or shipping charges. We recommend checking with your country’s customs office to determine any additional costs before purchasing.
- France at Home is not liable for items seized or destroyed by customs. It is the buyer’s responsibility to ensure the items purchased can enter their country.
Estimated Delivery Times:
For estimated international delivery times, please refer to the relevant section on our website.
Out of Stock Items
If an item is out of stock, we will contact you to notify you of any potential delay. If the delay is unacceptable, we can offer alternative products, a refund for the out-of-stock item, or a refund for the entire order.
Order Changes or Cancellations
We strive to process orders quickly. If you wish to change or cancel an order, contact us immediately. If the order hasn’t been dispatched yet, we will do our best to accommodate your request.
Payment Methods
We accept AfterPay, PayPal, Visa, MasterCard, Diners, American Express, and Direct Debit through our secure checkout.
For further assistance, please contact us at 03 8339 7438 or visit our website for more information.
