Official Document · Faral & Co · Melbourne
These terms apply to every order placed with Faral & Co. (ABN 99 697 202 494), a business based in Melbourne, Victoria. By placing an order you agree to the terms set out on this page.
Nothing here limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded — including that they are of acceptable quality and match their description.
Our boxes are produced in batches for a specific festival, so most orders are taken as pre-orders well ahead of delivery. How you are charged depends on when you order.
By choosing a deposit order you authorise us to charge the remaining balance to that card on the scheduled date without further action from you. We will email you before the balance is taken. If the payment fails we will contact you and retry.
All prices are in Australian dollars (AUD) and include GST where applicable. Prices are confirmed at the moment your order is placed; we re-check every item price against our catalogue at checkout, so the amount you are charged is always the current price.
We accept Visa, Mastercard and American Express. Card payments are processed by Stripe. We never see or store your full card number — it is held by Stripe, a PCI DSS Level 1 certified payment provider.
Because boxes are made to order in batches, when you cancel determines what is refunded:
To cancel, email hello@faral.co with your order number. We will confirm in writing before any refund is processed.
Approved refunds are returned to the original payment method through Stripe. Once we process a refund it typically appears on your statement within 5–10 business days, depending on your bank. We cannot refund to a different card or account.
Where only part of an order is affected, we may issue a partial refund covering the affected items.
Our food is handcrafted and perishable, so please check your box on arrival. If anything arrives damaged, spoiled, incomplete or not as described, contact us within 48 hours of delivery with your order number and a photo.
Where there is a major problem you are entitled to a replacement or refund under the Australian Consumer Law, and to compensation for any other reasonably foreseeable loss. For a minor problem we may choose to repair, replace or refund.
For food-safety reasons we cannot accept returns of perishable goods simply because you changed your mind after delivery.
We operate across metropolitan Melbourne. Collection and delivery arrangements for each season are confirmed ahead of the festival and communicated to you using the contact details on your order — this may be collection from a nominated pick-up point or, where available, delivery to you.
Please make sure your email address and phone number are correct, as we use them to send these arrangements. Boxes are perishable and are prepared for a specific festival date. Orders that are not collected within the window we notify to you are forfeited and are not refundable, and we are not able to refund orders that fail because the contact details you gave us were incorrect.
Our products are made in a kitchen that handles milk, tree nuts, peanuts, wheat, sesame and soy. We cannot guarantee any item is free from traces of these allergens. If you have a severe allergy, please contact us before ordering.
Questions about these terms, a cancellation or a refund? Email hello@faral.co and we will respond within two business days.
Faral & Co. · ABN 99 697 202 494 · Melbourne, Victoria, Australia