Terms and Conditions

  • You agree that our courier company (Cool Cartons) can use your email and/or phone number to send you a tracking link.

  • Once your package leaves our packing area and is with the courier, we cannot change the delivery address, phone number or contents of your order

  • Once you check out, we cannot process refunds for any reason.

  • You agree that the delivery address, email address and phone number you have provided is correct.

  • You agree that you understand that for most areas there is a range of delivery days and we are unable to give you a specific date or time.

  • Your order will be delivered via our cool shipping courier partners between the hours of 8am - 5pm (usually) on the designated delivery days and if there is going to be significant delays, we will communicate with you about this via email.

  • You understand that the above email is not monitored 24/7 and therefore there may be a delay with us responding to your enquiry.

  • The Sydney store will not have any knowledge of the status of your order or when to expect delivery.

  •  Any messages to do with deliveries sent via Instagram will be responded to at our earliest convenience but there may be a delay (we are only a handful of humans trying to do all of the things!)

  • If you don’t provide your correct address (including unit or townhouse number) and the courier needs to return the package to the warehouse, you will be charged a $17.50 re-delivery fee (we get charged this from the courier company) to then deliver your order to the correct address.

  • Once you receive your delivery tracking link, it is your responsibility to ensure that you refresh the tracking and be able to collect your package when the courier delivers. We will not refund or credit any customers on the basis of not realising their package had been delivered.

  • The couriers will not call or text on arrival and if your door/bell is not answered, they will leave your package in a safe place if possible. If this isn't possible, your order may be sent back to the cool warehouse and you may need to pay a redelivery fee to have it sent back out to you.

  • From when your order is packed, it will be kept in cool storage (including in transit interstate) but for environmental reasons and to keep our shipping fees as low as possible, we don’t ship in styrofoam or provide ice packs, so please don’t leave your order at your front door. We do not provide refunds for orders not at temperature because customers did not follow their tracking. You will only receive the tracking link on the day your order is set to be delivered.
  • If you have an issue with your order (missing or damaged item), please take a photo of your order and then email us at hello@ishouldbe-souvlaki.com. We will then get back to you within 48 hours with a solution. We allow 48 hours from delivery for you to report an issue.
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