Frequently Asked Questions

Q. What is the cut-off time for placing an order?
A. Our order cut-off times are as follows: 10:00am (AEDT) Monday - Friday for same day delivery(available in selected area only) and by 1:00pm for next business day or other delivery schedule to apply. Please refer to our Delivery page for ful details. Orders received after 1:00pm or orders received over the weekend will be processed on the next business day

Q. Where do you deliver?
A. We deliver to most areas in Australia; please refer to our Delivery page. Unfortunately, overseas deliveries are unavailable.

Q. What are Sweet Stems normal delivery days and times?
A. Normal deliveries will be made to most business and residential addresses from 9:00am-5.00pm Monday - Friday. 

Q. How do I know if you received my order?
A. As soon as your order has been placed online, you will receive an automatic email confirming receipt of your payment. A second email will then be sent to you to confirm order details. Once your order has been received by a member of our team, the finer details of your order are carefully examined so as to meet any special requirements you may have and conversely, to notify you if we cannot meet one of your requirements.

Q. What methods of payment are acceptable?
A. Sweet Stems accept two major credit cards: VISA & MasterCard. We also accept direct deposit should it be a bulk order, for any other details please contact us at 1300 789 807.

All orders are secured and encrypted by Secure Sockets Layer (SSL) which can be verified by looking for a solid padlock in your browser status bar which indicates that the encryption is taking place. Sweet Stems also uses a secure payment system by using Eway as our PCI compliant gateway service.

Q. Do you deliver on the weekend (or public holidays)?
A. Unfortunately, weekend and public holiday deliveries are unavailable.

Q. Can you guarantee a specific time for a delivery? 
A. Unfortunately we cannot guarantee an exact delivery time.

Q. Can I make changes to my order?
A. Changes can be made to your order but conditions do apply. Should you wish to change the delivery address or items you wish to send and your order HAS NOT already been expedited, we can assist with the changes.

Please notify us immediately should you have to make any changes to your order. A re-direction fee may apply should you wish to redirect your order to a different address. Be advised that successful redirection for delivery will be dependent on the time of day your change has been made. Regretfully, once delivery has been made at the original address provided, we cannot resend to a new address. Once your order is en route for delivery, changes to any card message cannot be made.

Q. What if I want to cancel my order?
A. Should you need to cancel your order, money will be refunded less a $3 administrative fee, ONLY IF notice is received by Sweet Stems 24 hours prior to the scheduled delivery date. Cancellations received with less than 24 hours notice will be charged at 50% of the total order value. We are unable to cancel orders that are already prepared and are with our courier for delivery.

Q. What if the recipient is not home upon delivery?
A. If the recipient is not home to receive the bouquet, it can either be left at the front door(if it's safe to do so) or alternatively the courier can leave a calling card and the bouquet will be re-delivered. Note however that re-delivery is unlikely to occur on the same day.

Q. What happens if I supply the wrong address?
A. Please be especially careful when providing delivery details. The more information you can provide the better! We will attempt to find the correct address by contacting you. A redirection or re-delivery fee may apply depending on the circumstances. The time of delivery to the correct address will be dependent on the time of day we confirm the correct information. However, if the bouquet is delivered to an incorrect address and is not recovered, Sweet Stems can not accept any responsibility for such loss.

Q. Do you ring the recipient prior to delivery? 
A. Unfortunately, we are unable to accept such requests.

Q. How long can a bouquet be kept?
A. A chocolate bouquet can have a shelf life of three months as long as the confectionery is kept in room temperature cool enough to keep the chocolate from melting. Hard lollies can have a shelf life as long as six months. As our bouquets are perishable - and simply irresistible, we recommend that they be consumed within two weeks for optimum freshness. In all cases, you want to keep your bouquets away from the sun as it will moisten the confectionery.

Q. What is Chocolate ‘Bloom'?
A. Chocolate bloom is visible by whitish streaks or dots on the surface of the chocolate and can be the result of two things. One cause of chocolate bloom is chocolate that is allowed to get warm, allowing the cocoa butters to separate from the chocolate and rise to the surface in whitish streaks or swirls. While chocolate bloom may look unsightly, it doesn't affect the quality or taste of chocolate and bloomed chocolate is completely safe to eat. 

Another type of chocolate bloom is "Sugar Bloom". Sugar bloom occurs when moisture is allowed to get to the chocolate (such as in a refrigerator) and the water draws the sugar to the surface as it evaporates, leaving white dots of sugar crystals on the surface of the chocolate. Though sugar bloom does not affect the taste of the chocolate, it does result in a somewhat grainy texture

We recommend that you store your chocolate arrangement at cool room temperature in a dark place with good air circulation to avoid chocolate blooming.

Q. What's the best way of removing the confectionery from the bouquet?
A. It's easiest to pull out the entire stem from the box, and then removing the confectionery, however, there are certain types of confectionery of which you can carefully remove the insides without removing the wrapper. This may take some skill!

Q. Do the bouquets come as pictured?
A. All images are a representation of the bouquets. Each product may vary slightly and on some occasions we may need to substitute chocolates/ accessories/ colours shown in the image due to product availability. 

Q. Are kids able to handle the chocolates?
A. The bouquets contain sharp sticks and they should not be accessible to children without adult supervision under any circumstances. Please ensure the sticks are disposed of safely and responsibly.   

Q. Some pages are not loading properly, what should I do?
A. If the pages of the websites are not loading properly, please try a different browser such as Google Chrome or Mozilla Firefox.

Q. Can I sell your bouquets in my retail store?
A. For trade enquiries, phone one of our team members.

Further Information
Please do not hesitate to contact one of our team members to answer any further queries or concerns you may have. Phone 1300 789 807 or email This email address is being protected from spambots. You need JavaScript enabled to view it.