Delivery Terms

What are the delivery days for my area?

 
When you register to create an account with Fratelli Fresh, you will be asked to enter your postcode to confirm that we deliver to your area. Fratelli Fresh packs and delivers orders to Sydney inner metropolitan areas in an all day window, Tuesday to Friday between 12pm and 5pm.

DELIVERY SCHEDULE

All Sydney areas can opt for a Tuesday, Wednesday, Thursday or Friday delivery.

Deliveries are not made on Mondays.

Your nominated delivery day can be chosen up to 7 days from the time of placing your order.

A same day e-mail confirmation will be sent to you. A printed invoice copy will be attached to your order after all items are packed (where you will see that all itmes have been marked off).

Is there a minimum order?

The minimum order is $50 which does not include the delivery fee. Fratelli Fresh reserves the right, at its total discretion, to accept an order which is below the minimum order value of $50. The waiver of this requirement by Fratelli Fresh in one instance will not oblige Fratelli Fresh to accept an order which is below the minimum order value of $50 at any other time.

What is the delivery charge?

The delivery charge is $10.00 (including GST) anywhere within our specified delivery zone in the inner Sydney metropolitan area and subject to our normal delivery times. Fratelli Fresh has dedicated drivers and refrigerated vans on the road from 12pm to 5pm, Tuesday to Friday.

How is my order packed?

Your order is prepared by the packing team in the Fratelli Fresh warehouse, alongside our wholesale restaurant orders. Experienced fresh produce handlers will pack your selected items into brown paper bags, plastic bags and into a Fratelli Fresh cardboard box. Each item will be highlighted once packed and the invoice/packing slip will be taped to the box. Where you have chosen a poly box, the items requiring temperature consistence will be placed first in the poly box and remaining items (not requiring insulation) will be packed into a Fratelli Fresh cardboard box. Bulk ordered items will be delivered without any further packing.

Can I change the delivery day?

Once your order has been processed, an invoice is generated and you will not be able to go back in and change the the date. To discuss special circumstances, please contact Customer Service. Depending on the amount of notice, it may be possible to arrange a different delivery day or a cancellation and refund. If you choose to collect your order from our warehouse store you can do so after 1pm - no delivery charge.

What are the cold storage guidelines?

To ensure the freshness of any cold store items you purchase, you may choose between an ice pack or poly box. You may like to consider the quantity of cold store items purchased and the length of time they will be left unattended.

Ice Pack: An ice sheet from Techni-ice is required when you have ordered items from the cold store but have chosen not to select a poly box. When packing your order, the icepack will be placed in contact with the cold store items.

Polystyrene Box: A 7 litre foam box will guarantee the freshness and temperature of a larger quantity of cold storage items which may also be left for a longer period of time. The polystyrene acts as an insulator and will maintain the temperature of the chilled product.

Recycling: on your next order, please leave out your poly box to be returned to the warehouse for reuse and $6 will be refunded to your credit card.

What if I’m not home to take delivery?

Once you have completed your shopping (Step 1), you will move to the next checkout process which is Delivery Details (Step 2). Under the delivery address details, where you see the field “Where should we leave your order if you are not there?” please fill in these details.

If there are no delivery instructions advised, your order will be left at your front door and we take no responsibility for missing orders once delivered. Where there are no instructions and there is no place deemed appropriate to leave the order, it will return to the warehouse and await collection at your own arrangement. If you request that the order is redelivered by Fratelli Fresh on the next available day, an additional delivery fee will be incurred.

How can I relay special requests?

If you have special requests or instructions, please email customerservice@fratellifresh.com.au or phone 1300 552 119 Monday - Friday 8am-4pm

If I live in a security building and will not be home?

If you live in a security unit, please leave instructions with your concierge, or make arrangements for our driver to buzz a neighbour to let him in so your order can be left at your front door.

What if I find that there is an item missing?

Please check the invoice (taped to the box) to see if the product was marked as being out of stock and to see whether a refund has been processed. If an item is out of stock we will immediately issue the amount in question to your credit card. To resolve any issues, please email customer service or phone 1300 552 119 or 96993161 Monday - Friday 8am- 4pm

What if I find that an item has been substituted?

In the event where we do not have a product available, we will try to notify you of the substitute. If for any reason, you are unable to use the the product, please email customerservice@fratellifresh.com.au or phone 0296993161 Mon - Fri 7am-3pm. We will gladly discuss with you any requests regarding the product in question .

Can I return a product?

In the event of any problems with goods purchased online from FratelliFresh, they may be returned to the warehouse store for exchange. Products must be accompanied with the Fratelli Fresh invoice.

However, Fratelli Fresh will not be responsible for any loss or deterioration which occurs subsequent to delivery (due to non-timely collection or otherwise).

Fratelli Fresh guarantees to deliver premium quality, market fresh produce direct to your door. If you are dissatisfied with any perishable item, we will gladly discuss with you any requests for a credit to your credit card for the amount in question.

Can I receive an order on a public holiday?

Deliveries are not made on Mondays and on the following public holidays:
Christmas Day, Boxing Day, New Year’s Day, Australia Day Good Friday, Easter Sunday, Easter Monday nor on Anzac Day.