How long will it take to deliver my order?

Orders will be picked, packed and dispatched within 1 to 2 business days of receiving the order.

Metro Areas: Once picked up by the courier it will take 2 to 3 business days to get to you.

Non-Metro and Rural Areas: Once picked up by the courier it will take 1 to 2 weeks to get to you.

How much is delivery?

Delivery costs are calculated at checkout. It is based on your location and the weight of the products.  

Refer to Deliveries for more information.

How do I return my order?

You have 7 days from which you receive the products to notify us of any returns. The product must be in original packaging and shipped back to our warehouse within 14 days along with the returns confirmation email.

Please be aware that the refunded amount will not include the original shipping cost, and will also have the returns shipping deducted.

If the order included free shipping, the original shipping cost incurred from the courier will also be deducted from the refund amount.

I received my parcel damaged. What do I do?

If your parcel has arrived damaged, we're so sorry! We'll need to raise a claim with the courier.

First thing you'll need to do is let us know within 24 hours of receving the damaged parcel by simply replying to your order confirmation email or email hello@asianpantry.com.au.

You'll need to include photos of the following:

  1. The packaging
  2. The parcel label (clearly showing the reference number)
  3. The damaged item/s within

We'll then advise next steps while the claim is reviewed by the courier.

I can't find what i'm looking for.

We have thousands of products in store that come in many sizes and brands. If you cannot find a particular product kindly send a request for that product and we will be happy to try and source it for you.

What happens if what I’m after is sold out?

As much as we pride ourselves with having stock available there will be instances where demand exceeds supply. If a particular product is sold out we will happily provide a refund. We can also offer a substitute brand for certain products if you prefer.

Can I pick up my order from the warehouse?

Unfortunately, no. All orders are delivered to your designated address.

How can I place a bulk order?

We are currently working on that. In the mean time please send us an email with the requested order.

I want to order a pallet for delivery

Contact our friendly team for a quote at hello@asianpantry.com.au.

What if I’m not home?

During checkout, if you've selected that you'd like the parcel to be left in a safe place, the delivery driver will leave your parcel is the safest possible place available near your front door.

However, if you haven't selected this option, and the delivery driver could not reach you, they'll leave a card in your mailbox with further instructions. Typically the parcel will be left safely at the nearest depot or newsagent for your collection

You'll be notified once delivered either way.

How do I earn rewards points?

There are 2 main ways to earn rewards points:

  1. Purchase items - every $1 spent rewards you with 1 point
  2. Leave product reviews - each review rewards you with 150 points, and if a photo is included, you'll get a bonus 50 points on top!

How do I redeem rewards points?

Points can be redeemd for discounts on your next order. On the Rewards page, you'll see how much points you have on the top-right corner. If you have enough points for a discount, you can redeem the applicable discount by clicking on the "Redeem" button on the page.

You'll then be presented with a unique code that can be copied as a discount code in your cart the next time you check out.

What happens to my rewards points if my order is refunded?

Your rewards points can only be used once. So if the order is refunded, your rewards points will be forgone. If the refund is due to a fault of Asian Pantry (eg. Defective goods), then please contact us and we'll recover your rewards points.

What happens to my refund if a discount is applied to the refunded order?

As discounts cannot be redeemed for cash, your refund will exclude the discount. For example, if your order was $25 after a $5 discount was applied, your refund will be $25 (not $30).

How does the referrals program work?

When you’re logged in as an Asian Pantry customer, go to the Referrals webpage.On the page, you’ll see a link that’s unique to you. Copy that link and send it to your friends.

Once each friend clicks on the link and makes a purchase, you’ll be notified via email straight away with a unique discount code for $5 off your next purchase!

Remember, your friends need to click on the link you give them for the referral to work. And they do need to make their first purchase too.

What if I still need help? 

If you can't find the answers you're looking for, you can always contact us via email (hello@asianpantry.com.au) or website chat. We typically respond pretty quickly!

If the matter is urgent, you can also call us directly on 0488 788 999.