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FAQ – Hospitality Supplies Melbourne

What are your opening hours?

Here are our current Coldstream shop trading hours:

Monday by appointment
Tuesday 9am – 1pm
Wednesday 9am – 1pm
Thursday 9am – 5pm
Friday 9am – 1pm
Saturday Closed
Sunday Closed

Stop by for a visit or shop online anytime.

Non local deliveries - When will my order arrive?

As soon as your order is placed, we’ll work to ship it out to you that day unless it’s out of stock. Depending on your location, you can usually expect your order to arrive within 2 – 3 days of despatch. Please contact us if you have any more questions about delivery times.

What do I do if my order doesn’t arrive?

If you haven’t received your order within 7 days of despatch, let our customer service team know immediately. We’ll work to track down your order and provide you with an accurate ETA.

Do you offer free shipping?

Yes! We currently offer free shipping for all orders over $30 within the Yarra Valley. That includes the Dandenong ranges & lower hills, Warburton highway villages, Marysville and Eastern suburbs 10km from Lilydale. If you’re located outside of this area, shipping fees will apply.

Do you accept overseas orders?

No, we don’t currently deliver overseas.

Do you deliver outside of the Yarra Valley?

Yes! We currently ship Australia-wide.

How much will my delivery cost?

If you’re located outside of the Yarra Valley region, you’ll be required to pay a shipping & handling fee. This fee will vary depending on your location and the size and weight of your order. Freight will be calculated once you have completed your shopping cart. Please contact us if you have any questions or issues regarding delivery fees.

Can I pick up my order?

Yes! Pick up is available for free from our shop Coldstream 17 / 4 North Gateway. Our opening hours are:

Monday by appointment
Tuesday 9am – 1pm
Wednesday 9am – 1pm
Thursday 9am – 5pm
Friday 9am – 1pm
Saturday Closed
Sunday Closed

Can I pick up my order outside of your opening hours?

If your order is urgent and you need it ASAP or just can’t make it to the store during opening hours, give us a call. We’ll try to arrange a pick-up time.

Can I return items?

If you’ve accidentally ordered the wrong item, you can return that unopened item in exchange for store credit. All goods must be returned within 7 days of delivery and the cost of returning those goods is your responsibility. We won’t refund or replace any product that has been misused, mishandled, or wrongly installed.

What if my products are damaged?

If there are any issues with your supplies on arrival, contact our customer service team as soon as possible.

Do your prices include GST?

Yes.

How can I place an order?

You can order by telephone, email or anytime on our 24-hour website.

How can I pay?

We currently accept payments via PayPal, Credit card or Direct bank deposit. We require payment before we can ship your order. If you would like to set up a monthly account please contact us.

Can I change my order after I’ve placed it?

Yes! As long as your order hasn’t been shipped yet, you can make changes. Contact us to make any changes to your order.