Frequently Asked Questions

These FAQ are the Terms & Conditions of Keto Lane.

About our Curated Products

Are the products on Keto Lane strictly low carb?
The products on this website can all be suited to a low carb lifestyle. All available nutritional information has been included as part of the photo array for each product and the ingredients have been listed in the description. After digesting this information, please decide which products are most suited to you.

We are all different and have a different threshold for carbohydrates. We trust that when purchasing gifts for your loved ones, they will appreciate the beautiful thought, and are able to fit the products into their regime.

Are the products on the website always readily available for purchase?
We aim to ensure you always have up-to-date information regarding the availability of our products. Our website is monitored and updated frequently and in the unlikely event we do run out of a product, we will promptly contact you as soon as we receive your order.

About our Speciality Hampers

Can I make changes to an existing Speciality Hamper?
If you prefer a product of a different flavour to the one included the Speciality Hamper, and it is available on our website, we would be happy to substitute it for you. Just add a note to your order to let us know what you would like. However, if the alternate product is a higher price, there will be an additional charge of the difference.

Unfortunately, we cannot make other changes. Our beautiful gift hampers are already filled to the brim with the goodies, so different product sizes may not fit.

We reserve the right to update the contents of a speciality hamper offered on our website at any time, without prior notice. You will simply see a new set of products within a hamper image and listing. 

Do you ever make unexpected substitutions in your Hampers, after my order has been placed? 
Absolutely no unexpected substitutions or unpleasant surprises. We pride ourselves on being straight with our customers about their purchases. Should a situation arise where we do need to make a change, we will get in touch with you as soon as we can.

Regarding Shipping – Australia ONLY

Keto Lane ships products and hampers to Australian addresses only.

How does my order get from Keto Lane to me?
We use a combination of Sendle courier partners and Australia Post pre-paid satchels to ship our products to you and your loved ones. 

How much will shipping cost?
We offer FREE SHIPPING on orders over $129. 
It is automatically applied to your order at the checkout.

Shipping is a flat rate of $10 on all other orders.

Do you include a receipt with the shipped items?
As many of our orders are intended as gifts, we do not include printed receipts or packing slips with any of our parcels. All receipts are emailed electronically to the purchaser.

Can you deliver to PO boxes?
We can deliver Australia Post satchels to PO boxes. However, if you are placing a large order, we would appreciate it if you could please provide a physical street address for delivery. Australia Post will not let Sendle's courier partners deliver to PO boxes. 

How long will my products or hamper take to arrive?
Once we receive your order, we aim to have your parcel ready to leave our studio in Victoria on the next business day. See below for an estimate of delivery times:

  • 1 to 2 business day delivery: Melbourne, Bendigo, Geelong, Sydney, Adelaide, Albury, Canberra, Central Coast, Newcastle, Wollongong
  • 2 to 5 business day delivery: Brisbane, Northern Rivers, Port Macquarie, Toowoomba, Coffs Harbour,  Gold Coast
  • 3 to 5 business day delivery: Hobart, Launceston
  • 4 to 7 business day delivery: Bundaberg, Cairns, Mackay, Maryborough, Rockhampton, Sunshine Coast, Townsville
  • 5 to 10 business day delivery: Darwin, Perth

Can I track my order?
Sendle: When the parcel is picked up from Keto Lane, you will be emailed a delivery estimate and a tracking link by Sendle. Once your package has been delivered (to you or to your lucky gift recipient), Sendle will then notify you again. 

Australia Post: If we use a pre-paid satchel to ship your goodies, we will email you the tracking number, which you can enter on the Australia Post website to see where your parcel is at. auspost.com.au/track

What happens if no one is home?
You can select what happens to your package at delivery when you are at the checkout. If you select Authority to Leave, your package will be left in a safe place for you.

If you require Signature on Delivery, there needs to be someone at the delivery address to sign for your parcel. If no one is home, the driver will leave a card to organise re-delivery. They can also take it somewhere nearby (such as a newsagency) for you to collect. As soon as Sendle receives the scanning information telling them there was a card left, they will email you information regarding how to organise the re-delivery.

If a parcel marked Signature on Delivery is delivered nearby for collection, and it is not picked up in the time frame shown on the card left (usually 10 business days), it will be returned automatically to Keto Lane. If this happens, we will contact you to organise redelivery if your parcel. You will be asked to pay the $10 shipping fee for redelivery to occur. If you do not get back to us with further instruction within 24 hours, you forfeit your order. No refunds will be issued in this scenario. 

Can products spoil in transit?
While we don't stock any perishables requiring refrigeration, we are aware that Australian summers can reach ridiculous temperatures. All of our products are stored in a cool studio prior to dispatch, but you may find that chocolate may soften during delivery. Keto Lane is not liable if chocolate or any other products are altered as a result of their transportation.

Regarding Refunds

Can I have a refund?
Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product. Keto Lane will not issue a refund or replacement if you’ve just changed your mind. 

If your refund is approved, it will be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of days.

Please ensure that your name, phone number, email address and postal address are entered correctly when checking out. Keto Lane is not responsible for packages that go missing due to incorrect details, and no refunds will be issued.

Additional non-refundable items:
– Gift cards
– Downloadable software products

Can I have a refund on a sale item?
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded. 

Sometimes our sale items can be getting close to, or just past their manufacturer's recommended Best Before date. According to Food Standards Australia: "You can still eat foods for a while after the best before date as they should be safe but they may have lost some quality. Foods that have a Best Before date can legally be sold after that date provided the food is fit for human consumption."
http://www.foodstandards.gov.au/consumer/labelling/dates

Can I exchange a product?
Our exchange policy lasts 14 days. If 14 days have gone by since the arrival of your purchase, unfortunately, we cannot offer you a refund or exchange.

We only replace items if they are defective or damaged. If a product has not arrived intact, please email us at hello@ketolane.com.au straight away, and provide clear photographs of the damaged item. We will do our best to rectify the situation, but unfortunately, if a product has been damaged, it will have been damaged in transit. We will notify you of the approval or rejection of your exchange or refund. If approved, we are happy to send a replacement product. Please note, you will be charged for the shipping of the replacement parcel.

Keto Lane sends all orders out with great care to the packaging.

 

Keto Lane ABN 24 557 560 021