Frequently Asked Questions (FAQ)
Can we visit the factory?
Definitely! We would love to welcome you to visit with family and friends.
We are generally open from Tuesday to Sunday, and for those interested in the production process, we recommend visiting between 9:30 am and 11:30 am, Tuesday to Friday, as this is the most likely time to see nougat being made. If seeing production is critical to your visit, please call ahead to confirm.
Nougat masterclasses run throughout the year and offer a flavour development session for attendees to create a unique flavour. Visit the Events link at the top of the page for upcoming sessions or speak with our team today to book a private session.
How much is postage and shipping?
- Orders within Australia over $120 are currently eligible for FREE delivery.
- For other orders, postage is calculated based on size, weight, and destination once you’ve made your selection.
- Click and collect is also available for WA residents.
How long will my online order take to arrive?
- Over 90% of orders arrive within 7 working days.
- Some orders may be delayed due to extreme weather to ensure your delivery arrives in the best possible condition.
- Most orders are shipped from Tuesday to Thursday to avoid stock being held in transit over the weekend.
Estimated delivery times:
- Perth metropolitan area: 3–5 business days.
- Most Australian capital cities: 5–8 business days.
- International destinations: Delivery times vary depending on customs clearance. Please contact our team for more information.
Return and Refund Policy
At Mondo Nougat, we strive to deliver premium products and exceptional service. If for any reason you are not satisfied with your purchase, our return and refund policy ensures a smooth resolution.
1. Change of Mind Returns
Due to the perishable nature of our products, we do not accept returns for change of mind. Please select carefully before placing your order.
2. Damaged or Defective Items
If your order arrives damaged or contains defective items, we sincerely apologise for the inconvenience. You may request a replacement or refund under the following conditions:
- You notify us within 48 hours of receiving your order.
- You provide evidence of the damage or defect (e.g., photos of the product and packaging).
- The item has not been consumed beyond reasonable testing.
3. Incorrect Orders
If you receive the wrong product, please notify us within 7 days of delivery. We will arrange for the correct product to be sent or issue a refund.
4. Refunds
Refunds will be processed under the following conditions:
- Approved claims for damaged, defective, or incorrect orders.
- Refunds will be issued to the original payment method within 7 business days of approval.
5. Return Process
To initiate a return or refund, please contact our Customer Service team:
- Email: ishop@mondonougat.com.au
Please include your order number in the email for quicker processing. - Phone: +61 (08) 9296 0111
Include a description of the issue and supporting photos if applicable.
6. Return Shipping
- For approved claims, we will cover the cost of return shipping if applicable.
- In cases where return shipping is required, we will provide clear instructions.
7. Non-Returnable Items
For health and safety reasons, we cannot accept returns of:
- Opened or partially consumed products.
- Items damaged after delivery due to improper storage or handling.
8. Australian Consumer Law
This policy is in addition to your rights under the Australian Consumer Law (ACL). For more information, visit the ACCC website.
If you have any other questions, please call us at +61 (08) 9296 0111 or email us at ishop@mondonougat.com.au. We’re here to help!