Frequently Asked Questions
PRODUCTS:
- Q. What is your best selling product?
A: Darrell Lea Original Soft Eating Liquorice (black). Our number 2 product is Milk Chocolate Rocklea Road
Q: How do we know which products are nut free and which products are not?
A: Before purchasing any product please read the label for any references to nuts.
Q: Do you make Gluten Free Products?
A: We do not claim gluten free on any of our products due to the possibility of traces of gluten present on processing equipment which is used to manufacture products in the factory. Wheat flour and oat flour are used as dusting agents for specific products on various processing equipment throughout the factory. This is one of the reasons why traces of gluten can be present.
Q: What type of Gelatine does Darrell Lea use?
A: Darrell Lea currently uses gelatine made from beef. This gelatine is not Halal.
Q: What are the code numbers for flavours?
A: Code numbers are used specifically for food additives only, and therefore there are no code numbers for flavours.
Q: What flavours are in White Jellea Beans?
A: The flavour in our White Jellea Beans is vanilla.
Q: Does Cocoa Liquor Contain Alcohol?
A: No. Another name for cocoa liquor is cocoa mass. Cocoa mass is made from cocoa beans so it is of vegetable origin.
Q: Does Darrell Lea Make Any Carob Products?
A: No. Darrell Lea manufactures its own real chocolate.
Q: What Is Emulsifier (471)?
A: A mono and diglyceride and is of vegetable origin.
Q: What Is Emulsifier (476)?
A: Polyglycerol and it is of vegetable origin.
Q: Does Darrell Lea Make Any Products Which Are Colour Free?
A: Yes. You should refer to product ingredient labels to check if there are any colours listed with code numbers. Some products which are colour free include White Jelly Beans, Butterscotch and our Caramel Fudge Bar to name a few.
Q: Can you store Darrell Lea Black Soft Eating Liquorice In An Air Tight Container Or Refrigerator?
A: We strongly advise that our Liquorice is kept in the original special brown bag it is purchased in. The special brown bag allows the Liquorice to breathe slightly and maintains the ultimate fresh soft eating qualities. An air tight container can cause the Liquorice to sweat which leads to possible deterioration of quality.
Q: Is it best to store my chocolate in the refrigerator?
A: No, the ideal temperature for chocolate is between 15°C – 20°C and away from strong smells and high humidity.
Q: Why do chocolates get white spots?
A: Fluctuating temperatures can cause chocolate to bloom (turn white). Although still edible the quality and texture has been affected by change in temperature.
Q: What is the difference between chocolate and compound?
A: Compound chocolate is not classified as chocolate. It contains vegetable fats from palm oil origin and cocoa powder and it can also include other additives. It lacks the full flavours found in chocolate. Chocolate is made from cocoa butter which is the pure vegetable fat extracted from cocoa beans.
Q: What is Isomalt?
A: Isomalt is a sugar substitute which tastes as good as sugar. It provides the volume and texture and some of the sweetness of sugar. Isomalt may produce a slight temporary laxative effect. The more frequently an individual eats Isomalt containing foods the greater tolerance they develop.
Q: What Is Lactitol?
A: Lactitol is a sugar alcohol derived from milk sugar and is a reduced calorie sweetener. It has a similar sweetness profile to sugar. Lactitol is not absorbed in the intestine; it passes through the digestive tract in a similar manner to dietary fibre.
Q: What Is Litesse?
A: A low calorie refined polydextrose providing a sweetening function to food.
Q: Which Darrell Lea Sugar Free Products Contain Lactitol and Litesse?
A: Sugar Free Chocolate bar
Q: Are Darrell Lea Sugar Free Products Suitable For Diabetics?
A: Individuals should consult a Medical Practitioner to seek professional advice as to whether they can include Sugar Free Products in their diet.
Q: Is Darrell Lea liquorice Halal?
A: The company is currently working toward Halal accreditation.
Q: Is Darrell Lea liquorice Kosher?
A: The company is currently working toward Kosher accreditation.
SERVICES:
Q: Do you export to other countries?
A: Yes we currently export a select range of our famous liquorice. To find out where click here
Q: Does Darrell Lea make personalised chocolates?
A: Unfortunately, the process of making these types of products requires specialised equipment which we do not have.
Q: Can I order in bulk?
A: Yes, you may order in bulk through our factory shop. For details please use our Store Locator.
Q: Does Darrell Lea send orders overseas?
A: Please see our distributor list to find where Darrell Lea is available in your country.
Q: Does Darrell Lea have gift vouchers? What do they come in?
A: Yes, we do have two types of vouchers, an e-Voucher which you can purchase on the internet here and a paper voucher that you can purchase at any of our Company operated stores. The latter comes in an attractive holder.
Q: Does Darrell Lea have an information pack for school assignments?
A: We are currently compiling an information package which will be available in the new year.
Q: Does Darrell Lea do factory tours?
A: Unfortunately, due to risk issues we discontinued factory tours.
Q; Do you take corporate orders?
A: Yes, we do.
POLICIES:
Q: What Is Darrell Lea’s Policy On Genetically Modified Foods?
A: Darrell Lea has taken all reasonable steps, as technically possible, to review all ingredients and confirm that we use non GE ingredients, non GE derived ingredients and ingredients derived from animals fed with non GE feed. Darrell Lea has and will continue to verify the use of non GE ingredients and non GE derived ingredients.
Q: Do you have an environmental policy?
A: Yes
GENERAL:
Q: Was Darrell Lea named after a person?
A: Yes, Darrell Lea was named after the youngest son of Harry Lea, the founder of Darrell Lea.
Q: Is it a family owned company?
A: Yes, it is a family owned Australian private company.
Q: How can I sell Darrell Lea in my store?
A: For any business opportunities please complete the expression of interest form
Q: If I have a product quality issue, how do I report it?
A: If you have a product quality issue:-
1. You can call our Customer Service Department on 61 2 8796 7700 who will help you with your product quality issue.
2. You can return the product to the place of purchase
Q: Does chocolate give you acne?
A: Acne is a common problem of teenagers and some adults. It is safe to say that chocolate doesn’t cause pimples. Hormonal changes and stress are more likely causes of pimples.
SWEET REWARDS
Q: How do I join the Sweet Rewards program?
A: Simply make a purchase at your nearest participating Australian full range Darrell Lea store and ask our customer service staff to sign you up. Membership is FREE and you will be given a Sweet Rewards card on the spot which you can use for immediate benefits. Be sure to register your card to ensure you receive all your entitlements such as your Birthday Sweet Treat. At this stage you cannot join Sweet Rewards online.
Q: How do I get a Sweet Rewards card?
A: Cards can only be collected in store (participating full range Darrell Lea stores only). Simply ask our friendly staff for a card.
Q: Can anyone join?
A: Any individual who makes a purchase in a participating Darrell Lea full range store or online is eligible to join our Program. There is no age restriction for membership. What are the benefits of the Sweet Rewards program? Click here to learn about Sweet Rewards.
Q: Why do I have to register my card?
A: Most importantly, when you register your card online within 14 days of your first transaction you will receive a FREE Sweet Reward (click here to see the current offer).By registering you are also letting us know who you are and how we can communicate with you. This way we can tell you about great offers and benefits. We can also tell you when you have a Birthday Sweet Treat or other benefits available on your account. Anonymous members cannot receive some benefits such as their Birthday Sweet Treat. We want to know who you are so we can say thanks for loving Darrell Lea with great Sweet Rewards!!
Q: Is this a points system?
A: At this stage no. You benefit from being a Member as soon as you join the program through exclusive offers, bonuses and benefits - as well as your FREE Sweet Reward upon online registration within 14 days of your first transaction. You'll receive Member exclusive discounts, event invitations, and a Birthday Sweet Treat. Our aim is also to surprise and delight you from time to time. Click here to learn more about the benefits of Sweet Rewards
Q: Does it include purchases made at all Darrell Lea stores and stockists?
A: At this stage the Sweet Reward program is only available at participating full range Darrell Lea stores (click here to see a list of participating stores). Currently our licensees and stockists are not able to offer the Sweet Rewards program.
Q: What if I don't live near a participating store?
A: Most Sweet Rewards benefits will be available for purchases made in participating full range stores however online spend will contribute to your benefits. Unless you collect a card in store you will be unable to participate at this time.
Q: What if I lose or damage my Sweet Rewards card?
A: You simply need to pop into store to collect a new card and then log into your Sweet Rewards account online (www.dlea.com.au/sweetrewards ) to update your Member card number.
Q: I have more than one Sweet Rewards card. Which card should I use when I shop?
A: Having more than one Sweet Rewards membership will dilute the program benefits for you as we will not capture all your spend within the same Member account. It's important you ensure you collect only one card. If you lose or damage that card you can simply replace it by collecting another card and updating your Member number online.
Q: Do I need to bring my Sweet Rewards card with me when I shop at a participating Darrell Lea full range store?
A: Yes. We record your purchases every time we scan your card when you shop at a participating full range Darrell Lea store. Over time we will be able to reward our best customers with even more benefits. If you forget your card our staff will be able to look you up at the point of sale.
Q: What if I forget my Sweet Rewards card when I make a purchase?
A: Simply provide our Customer Service Staff with your registered phone number and they can retrieve your membership details in store and add any new purchases to your membership. You may also wish to record your Sweet Rewards member number in your phone.
Q: How often will I receive offers from Darrell Lea?
A: The frequency and timing of offers vary. You should hear from us every fortnight if we have something exciting to offer you or tell you! Around seasonal times you may hear from us a little more often. You will also receive individual communications from us around your birthday and when we surprise and delight you from time to time! You should never hear from us more than once a week. If you find you are hearing from us too much or not enough or if you have any other feedback about our communications and offers we'd love to hear from you so send us an email! sweetrewards@dlea.com.au
Q: Will I receive communications from anyone other than Darrell Lea?
A: Your details will never be shared with an external party. From time to time we may offer you additional benefits from our marketing partners but this will all be done through Darrell Lea.
Q: What does my online account tell me?
A: When you register and log into your online Sweet Rewards account you can:
- Update your personal details
- Update your membership number if you have had to get a new card
- Purchase online Amend your communication preferences.
Q: How are Sweet Reward Members rewarded?
A: All Sweet Reward Members will receive exclusive offers and benefits through the program. From time to time we will also surprise and delight our Members with exclusive benefits.
Q: What happens to my Frequent Indulgence Card?
A: The Sweet Rewards program will replace the Frequent Indulgence card and will be much more rewarding overall. The Frequent Indulgence card will be phased out by November 1, 2011. If you have a Frequent Indulgence card you can keep collecting stamps until November 1, 2011 and must redeem your card by this date. After that date Frequent Indulgence cards can no longer be accepted.
Q: Does my Sweet Rewards spend include purchases online at www.dlea.com.au?
A: Yes, as long as you log into your Sweet Rewards account whenever you make a purchase at our online store.
Q: How much have I spent at Darrell Lea? Can I track my spend?
A: At this stage you will not be able to track your spend.
Q: Can I redeem my Sweet Rewards offers at all Darrell Lea stores and stockists?
A: You will only be able to redeem Sweet Rewards benefits at participating full range Darrell Lea stores. We are unable to administer the program outside participating stores. Unless specifically stated, Sweet Rewards benefits cannot be redeemed online.
Q: Can I redeem my Sweet Rewards offers online at www.dlea.com.au ?
A: Unless specifically stated, you will not be able to redeem Sweet Rewards offers online.
Q: How do I update details like my Member no. or my phone number?
A: Simply log in to your Sweet Rewards account and go to 'Account Information'.
Q: Why am I not receiving any communications from Darrell Lea?
A: Please check your Communication settings under the 'Your Details' section of the website in Communication Preferences. You should also double check that we have your correct email address and phone number registered. If they are correct and you are still not receiving communications, please contact us [email link] and provide your name and member number.
Q: I no longer wish to receive communications. How do I arrange this?
A: Please go to 'Your Details' and adjust your settings under Communication Preferences.' If you do decide to unsubscribe to our communications we'd very much appreciate your feedback as to why as it will help us ensure we are best servicing our valuable Members!
Q: Is the Sweet Rewards program available overseas?
A: At this stage, the Sweet Rewards Program is only available in Australia. Any Darrrell Lea purchases made overseas cannot be recorded in your Sweet Rewards membership. Please note spend is calculated in $AUD
DELIVERY AND SHIPPING INFORMATION
How much are your shipping charges?
Delivery cost is calculated based on the product weight of your purchases, with every 2.5kg incurring a $12.50 delivery cost for metropolitan areas. Standard Delivery cost is complimentary until 2/3/2012 as a special Easter Promotion - Australia wide.We strongly recommend hot weather protection (extra $10 ex GST per 2.5kg) to protect your purchases form the heat with the innovative Coldpack thermal-protection ®
Freight charges apply to metropolitan deliveries only. Deliveries outside this area may incur additional charges for which you will be notified.
For giftcard only orders up to 20 cards, delivery is a flat rate of $4.95 ($16.50 for gift card orders over 20 cards.) Gift Cards are sent separately to products, so please keep this in mind.
Why do you recommend hot weather protection?
We strongly advise our shoppers to choose the Hot Weather Protection option (only an extra $10 ex GST per 2.5kg). Hot Weather Protection features the Coldpack thermal-protection® and is an exclusive innovation made of an AirLiner, a fully flexible liner that insulates once inflated. It prevents your products from thermal shocks and controls the temperature from + 2 C to 8C. Perfect to ensure your Darrell Lea gifts arrive in excellent condition during the Australian summer!
What is the minimum delivery time?
Minimum delivery time is 5-7 working days. You can also specify a requested delivery date, which we will try our best to meet, however cannot guarantee the purchases won’t arrive a day earlier or later.
How can I track my order?
Your order may take up to 5-7 working days for delivery depending on the destination and how far it is from Sydney. If you have registered, you can log in here to check the status or call our Customer Service team on 1300 368 745 Monday – Friday 9am- 5.30pm AEST.
How do I know if my order has been shipped?
You will receive an email from us confirming the order has shipped, normally within 24 hours of receiving your email confirmation of your order.
Do you ship outside Australia?
Orders can only be shipped within Australia at this stage. Please email us at sales@dlea.com.au for international order enquiries.
Can I send one order to multiple addresses?
Unfortunately each order must be delivered to a single destination address. For multiple addresses, you are able to place multiple orders from your shopper account.
2.Order & Account Information
How can I place an order?
You can register as a shopper or log in online and shop online here.
If you do not have internet access, please contact our Customer Service team on 1300 368 745 Monday – Friday 9am-5.30pm AEST or email us at sales@dlea.com.au for an order form that can be faxed or mailed to us, with your credit card details.
Why isn’t your full range that’s in stores available online? What's available for Easter?
We will keep increasing our online range to ensure our best sellers and corporate range reflects what is available in stores. We will also be ensuring we have some exclusively online products available too, just in time for Easter 2012! Click here to view an Online Brochure of our Easter 2012 Catalogue.
What if my product arrives damaged?
Darrell Lea does not accept weather damage requests from orders that have not taken the Hot Weather Protection option. If your product has arrived damaged due to other determinants, please call our Customer Service Team on 1300 368 745 Monday – Friday 9am-5.30pm AEST or email us at sales@dlea.com.au and we will happily arrange an exchange.
What if no one is home to collect my delivery?
You are able to leave specialised instructions on your order for this, however if no one is home, the product will be returned to the nearest delivery warehouse, and a note left instructing you where to collect. Darrell Lea will not take responsibility for goods after they are delivered to a holding facility if undelivered.
Does Darrell Lea online gives exchanges or refunds?
Due to the nature of the goods and the quality we wish our customers to receive in, we do not offer exchanges or refunds. Substitutions
Something I want is not online! Can I place a backorder?
If a product available online is no longer visible, it is temporarily out of stock. We do not accept backorders in order to maintain the freshness of the product we send out. However keep checking back as we do send deliveries at least weekly of all key product lines.
To check dates of when certain products may become available, please call our Customer Service team on 1300 368 745 Monday – Friday 9am-5.30pm AEST or email us at sales@dlea.com.au.
3.Pricing & Payment
What is your Corporate Discount Policy?
Corporate Discount will be automatically applied at Checkout. No further discounts apply except Corporate Discount applies in conjunction with the current Free Standard Delivery Offering (until the 2/3/2012). Corporate Discount does not apply to purchases of gift cards.
| Corporate Discount Structure | |
| Spend | Discount (off total order) |
| $500-$1000 | 5% |
| $1001 – $2500 | 10% |
| $2501+ | 15% |
What methods of payment does www.dlea.com.au accept?
Credit card payments including Mastercard and Visa. To discuss alternative payment methods with our Customer Service team, please call 1300 368 745 Monday – Friday 9am-5.30pm AEST or email us at sales@dlea.com.au
Do your online prices change?
We reserve the right to change prices without notice. All prices include Goods and Services Tax (GST) at the current rate of 10% in Australia.
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