FAQs
How long will it take to deliver my order?
Melbourne Metro: Once your order is picked and packed within 1 - 2 business days, the delivery courier will typically take between 1 - 3 business days to deliver to you.
Please refer below for a list of Melbourne Metro suburbs as specified by delivery couriers.
Regional and Interstate orders: Once your order is picked and packed within 1 - 2 business days, the delivery courier will typically take between 1 - 2 weeks to deliver to you.
If you believe your order is delayed, please contact us. We'll support you through the process and monitor your order as it progresses.
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.
Can I change my delivery address while the parcel is on its way?
Unfortunately our delivery partners won't be able to change the order's delivery address once its on its way. Please ensure that your delivery address is correct when you place an order.
If the parcel is returned to us by the delivery partner due to a failed delivery, a return-to-sender fee will be charged by the delivery partner, and will be deducted from your refund.
What if I want to add or remove items from my order or change my courier choice?
Due to our commitment to pick, pack, and dispatch parcels within 24 - 48 hours, any changes made between the time of order and fulfilment may not be possible. There is a high likelihood that the parcel has already been picked up by the courier and is out for distribution. This includes requests to add or remove items from the order or change the courier choice and delivery address.
In most circumstances, changes may also result in an increase in the shipping fee. We encourage you to double-check your order and address before finalising your purchase.
For Click & Collect, when can I pick up my order?
Orders submitted before 12pm (Monday to Friday, excluding public holidays) are typically ready to collect within 3 hours. You can collect from our warehouse Monday to Friday 9am-5pm (excluding public holidays). We'll send you an email notification to let you know.
We also understand that life's busy and it can sometimes be difficult to arrange your day for the pick-up. That's why we provide a 2-week window for you to pick up your order from our warehouse.
Note that after 2 weeks however, we'll unpack the order and you'll be automatically refunded (with a 20% restocking fee deducted). If you need longer than 2 weeks, just let us know.
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 Australia Post 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 Australia Post.
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:
- The packaging
- The parcel label (clearly showing the reference number)
- The damaged item/s within
Once we've raised the claim (we'll let you know when), please bring the damaged parcel with all damaged item/s to any Australia Post post office most convenient for you. Let them know you're returning damaged goods.
Once you've handed it over to the post office staff, they will then verify and confirm the damage (this is part of their policy) in order for us to provide you a refund.
Why does the product I received look different to what I ordered from the website?
Sometimes manufacturers uplift the packaging of their products for marketing purposes. This may include the packaging design as well as small updates to the way they label the product's name.
The ingredients should be identical. Rest assured it's the same product inside!
However, if the product still looks drastically different, feel free to reach out to us.
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.
What is your Satisfaction Guarantee policy?
We guarantee that your order will arrive in satisfactory condition, with at least one month remaining before its best before or expiration date, unless otherwise stated. Click here for more information.
Can I pick up my order from the warehouse?
Yes! You can order online and at checkout, select pick-up directly from our warehouse in Springvale. Orders are typically ready within 3 business hours of ordering - we'll notify you when it's ready for pick-up.
The warehouse is open Monday - Friday 9am - 5pm (excluding some public holidays).
Note that in-store shopping is not currently available unfortunately - all orders need to be placed online.
How can I place a bulk order?
We are currently working on that. In the meantime, please send us an email at hello@asianpantry.com.au with your 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:
- Purchase items - every $1 spent rewards you with 1 point
- 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 sustainability and environmentally friendly practices do you adopt?
While ensuring that we pack your orders as securely and safely as possible, we also balance the need to be sustainable and as kind to the environment as possible.
To pack your orders, we reuse boxes from our suppliers so they don't get thrown away.
And to ensure the contents within the boxes arrive to you intact and safely, we reuse stuffing/filling that our suppliers use to ship to us, so that they also don't get thrown away and end up in landfill.
We never buy new stuffing/filling and we reuse materials where ever possible to minimise our footprint.
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.