PICK Up & Delivery

Terms & Conditions

Order Changes & Cancellations

• Cancellation deadline: Orders can be cancelled up to Wednesday 9am for that week's delivery

• Order changes: Modifications must be requested before Wednesday 9am via email to matt@corneliuscheese.com.au

• After cutoff: Orders cannot be changed or cancelled after the Wednesday 9am deadline

Delivery Scheduling & Responsibility

• Delivery dates: Delivery dates are requests only and cannot be guaranteed

• Holiday schedule: We do not deliver on Sundays or Public Holidays without prior arrangement

• Address accuracy: Please verify your delivery address on your invoice. We cannot provide refunds for incorrectly addressed orders

• Delivery area: Orders outside our delivery zone will be refunded on the next business day and you will be informed, refunds can take up to 7 business days to appear in your account.

Delivery Locations & Access

Standard delivery: Ground floor, main entrance only

Special arrangements can be made in advance by emailing matt@corneliuscheese.com.au for:

• Secure apartment buildings with concierge services

• Properties with locked gates or security entrances

• Alternative access requirements

• Multiple Delivery Locations

• Office Buildings

Apartment deliveries: We deliver to the main entrance or concierge only, not individual apartment doors.

Mail room and concierge deliveries: Deliveries left with building mail rooms or concierges are considered complete upon handover, and we are not responsible for any lack of notification from these services to residents.

Communication & Contact

• Attended delivery preferred: We recommend providing an address where someone will be present

• Phone contact: Drivers may call you or the recipient at their discretion. Phone calls are not guaranteed and we cannot require drivers to call

• Secure buildings: Recipients in secure buildings must expect the delivery. Secure buildings account for 90% of failed deliveries—please ensure the recipient is informed

• Delivery day issues: For urgent delivery problems, call 0447 800 414

Failed Deliveries & Redelivery

• No one home: If no one is available during the 6am-9pm delivery window, cheese may be left in a safe location at driver's discretion

• Unsafe location: Drivers will not leave parcels if no secure location is available, also at the driver’s discretion

• Redelivery fee: A redelivery fee of 90% of your total order value (including original delivery cost) applies for second delivery attempts

• Redelivery payment: Redelivery payments will be made upon your approval to the original payment method.

• If you choose not to pay for redelivery: your original order will not be refunded as the delivery attempt was made to the address provided.

Hot Weather Policy

• Temperature threshold: When the temperature exceeds 25°C on delivery day, special conditions apply

• Refrigeration coverage: Cheese is kept refrigerated at our shop, during transit to the warehouse, at the warehouse, and during transit to your door

• At-door exposure: Cheese is not refrigerated once left at your door

• Hot weather guarantee: On days over 25°C, damaged or warm product claims must be reported within 30 minutes of the delivery receipt timestamp (instead of the standard 2 hours)

Product Quality & Safety

⚠️ Perishable Product Notice: All cheese deliveries require immediate refrigeration upon receipt.

• Proof of delivery: Our logistics partner provides proof of delivery photos, GPS coordinates and a delivery receipt to both you and us

• Quality guarantee timer:

  • Standard conditions: 2 hours from delivery receipt timestamp

  • Hot weather (over 25°C): 30 minutes from delivery receipt timestamp

• Damaged orders: Contact us immediately on 0447 800 414 if cheese arrives damaged or warm, within the applicable time limit based on daily temperature

• Temperature concerns: If cheese feels warm upon delivery, refrigerate immediately and contact us within the applicable time limit

• Responsibility transfer: Once delivered, Cornelius Cheesemongers is no longer responsible for the product outside of our food safety compliance requirements

Cheese Storage Guidelines

Best Before Dates:

• Cut cheese portions: Best consumed within 7 days of delivery for optimal quality and safety

• Whole wheels and small format cheeses: Will last until the manufacturer's best before date

• Soft cheeses: Will last until the manufacturer's best before date, but once cut open must be consumed within 7 days of delivery

Safe Storage Temperature Rule: Based on Food Standards Australia guidelines, cheese should not be left at room temperature (between 5°C and 60°C) for extended periods: 2-hour / 4-hour rule

• Less than 2 hours: Cheese is safe to eat and can be returned to the fridge

• 2-4 hours: Cheese is still safe to eat but should be consumed immediately - don't put it back in the fridge

• More than 4 hours: Cheese should be discarded for food safety

Important: These time limits are cumulative - you need to add up all the time cheese has been out of the fridge, including during transport to your door, any time on your counter, and serving time. 2-hour / 4-hour rule

Storage Tips:

• Refrigerate immediately upon delivery

• Keep cheese wrapped and stored between 2-4°C in your fridge

• When serving, only take out what you'll use within 2 hours

• If in doubt about storage time or temperature, discard the cheese for safety

Special Delivery Circumstances

• Gift deliveries: Different billing and delivery addresses are welcome - please ensure recipient is informed

• Travelling customers: If you'll be away during your delivery week, please reschedule by emailing matt@corneliuscheese.com.au or arrange collection

• Bulk orders: Large orders may require special arrangements - please email matt@corneliuscheese.com.au

• Interstate delivery: We only deliver within Victoria - no interstate services available

Christmas Orders

• Extended timelines: Christmas order timelines may be stretched due to increased demand

• Quality commitment: Delivery service and product quality remain our priority during the Christmas period

• Extended delivery hours: Your delivery may occur between 5am and midnight during the Christmas period

• After 18th December: Delivery date requests are fulfilled to the best of our ability but your cheese may arrive early or be bumped back a day.

• To avoid delays or dissapointment: it's best to collect your order during this period

Weather & External Factors

• Extreme weather: Deliveries may be delayed during severe weather conditions for driver safety

• Logistics delays: Delays caused by our logistics partner will result in automatic refunds

• Public holidays: Holiday week schedules may vary - we'll notify customers of any changes

• Hot weather: See Hot Weather Policy above for temperature-related terms

• Extreme heat recommendation: On days with temperatures exceeding 35°C, we strongly recommend attended delivery

Contact & Support

• Order changes & arrangements: matt@corneliuscheese.com.au

• General enquiries: 0447 800 414 (business hours)

• Delivery day issues: 0447 800 414 (urgent matters only)

• After delivery problems: Contact within applicable time limit (2 hours standard, 30 minutes on days over 25°C) for temperature/quality issues

Refund Policy

Refunds will be issued for:

• Orders not collected by our logistics partner

• Orders falling outside our delivery area

• Damaged products when reported within applicable time limits (2 hours standard, 30 minutes on days over 25°C)

No refunds for:

• Incorrect addresses provided by customer

• Failed deliveries due to customer unavailability

• Product spoilage after successful delivery

• Order changes requested after Wednesday 9am deadline

• Quality issues reported after applicable time limit (2 hours standard, 30 minutes on days over 25°C)