Tracking your parcel

 

Ensure you enter your correct delivery address when ordering.  If incorrect details are provided Hot Chilli Mama will not be responsible for covering the cost of any reposting. 

Once your parcel has been posted, you will receive a confirmation from us that the order has been processed. You will also be advised by Australia Post (when used) and provided with a tracking order no.   If your order does not arrive within 3-4 days (within Victoria), we recommend you contact Australia Post to enquire about expected delivery dates. 

 

Items lost in delivery 

 If an item is lost in transit, you should submit a missing item enquiry form with Australia Post seeking compensation for both the cost of the item and postage.  

We are happy to assist you with that process.   

​

Items damaged in delivery 

 

Without limiting the terms and conditions herein, we will not accept liability for any loss or damage once the parcel has been posted.   

We take all necessary steps to ensure that items are packed in a manner that will protect them through delivery, however, sometimes packages can be damaged during delivery which is beyond our control.  Should you receive an item that has been damaged, you should contact Australia Post and lodge a Customer Service Complaint seeking compensation for both the cost of the item and postage.  Australia Post specifies that doing so requires you to present the damaged item and the packaging at a Post Office for a damage report to be completed.  You will also be required to provide proof of identity, receipt of postage or the item itself.

Should this occur, we are happy to assist you with this process.    

 

Refund policy

If you receive a product which is not to your expectations we will replace the item or refund your money at our discretion.  If this occurs, you will need to send the item back to Hot Chilli Mama in its original undamaged condition within a week of purchase.  If this occurs, contact us for mailing details. 

 

Privacy Policy

We are committed to protecting your privacy and will only use your information to facilitate your transaction.  Any information you provide on this website will be kept strictly confidential and will not be sold, reused, rented, disclosed or loaned to a third party unless required by the law to do so. 

 

​

What information we do collect and how do we use it ? 

When you place an order through this website, we need to know your name, email, phone number and address.  This allows us to process and fulfil your order successfully.  We will also include you on an email list and periodically send you emails about specials and offers.  Should you no longer wish to receive these emails please let us know and we will remove you from the list. 

​

Use of credit card information

If providing credit card information, we will only use this information to facilitate the sale.  We use a third-party service provider to manage credit card processing.  This service provider is not permitted to store, retain or use information you provide except for the sole purpose of credit card processing on our behalf.