Everything you need to know
We pride ourselves on the quality of our healthy baking mixes and how we create and manufacture them. All our baking mix products are made in-house in our HACCP certified manufacturing facility in Sydney, Australia.
Refunds or Exchanges
Terms & Conditions - Returns and Exchanges
We stand behind our products and believe you’ll love them as much as we do! But, we do understand that from time to time, there may be a reason that you want to return a product to us.
Please contact our customer service team by emailing firstname.lastname@example.org if you are requesting a refund.
Please include your order details and your reason for the refund request. In most circumstances, we require a photo to show if a product is damaged, faulty or incorrect.Here are our standard
Terms & Conditions for returning a product:
Sale items cannot be refunded or exchanged unless the product is damaged, faulty or you received the incorrect product.
If you have simply changed your mind or do not like the product, unfortunately, we don’t offer a refund in this circumstance. If you have accidentally ordered the wrong product and request a refund, you will be required to return the wrong products to us in their original condition.
We cannot pay for the postage fee to return the product. If your order was delivered to the wrong address because the incorrect address was entered at checkout, product charges and a re-delivery fee may apply for the order to be re-sent to the correct address. If you cannot consume the product due to its nutrition or ingredients, we do not offer a refund. We suggest reading the nutritional information and ingredients which are clearly listed on the website shop pages before making your purchase to ensure the product is suitable for you. You can view the ingredients of each product by visiting here: https://lovepbco.com/shop/ and clicking on the product.If the item you received is damaged or faulty, please let us know and send us a photo of the product along with your order details to our customer service team as soon as possible. We will look into it straight away and work with you to find a suitable resolution, including either a replacement product or refund. If you received a different item to what you ordered, please get in touch with us as soon as possible with your order details and a photo of what product you received so we can organise a replacement. For purchases made through a retail stockist instead of our online shop, please contact the store you made the purchase from directly. Refunds or exchanges are subject to the terms and conditions of the store.
I've received the wrong product
Bugger. We don’t like it when this happens either. Take a photo of the products you received and send it through to our awesome customer service team at email@example.com along with your purchase order number.
We will be in touch as soon as we find out what has happened and work out how we can make it up to you :)
All you need to know about our ingredients and baking our products
Are your products sugar free?
We don't add sugar to any of our products :) Sweet!
You can check out all the ingredients for each product here: https://lovepbco.com/shop/
You may see a small amount of sugars in the nutrition panel of each product. These are naturally occurring sugars found in the amazing natural ingredients we use which we cannot remove.
But given how low carb our products are, we don't really need too :)
What baking paper should I use?
It's really important that you use the right type of baking paper when making our products. Often, cheaper baking papers can leave your products sticking to the pan or give you a result that you're not entirely happy with.
And do not use greaseproof paper. It is not baking paper :)
We have tested the following Baking Paper with our products .
Glad - Baking PaperMultix Baking PaperColes Baking PaperWoolworths Baking Paper
Happy baking :)
What is the difference between Net carbs vs Total Carbs?
In Australia & New Zealand, the Total Carbohydrates value in the Nutrition Information Panel excludes Fibre. So you don’t need to deduct the fibre (or anything!) from the Carbohydrate total. This is also known as Net Carbs in the USA.
For example, if a label says:
Carbohydrates5g of net carbsof which Sugars2 gDietary Fibre4 g
The total carbs listed on the label is the available carbs which is the 5g and this is the value to include in your daily carb count (if tracking macro's). This figure does not include the fibre of 4 g.
The fibre content listed on all Nutrition Information Panels (NIP) in Australia and New Zealand (including our Nutrition panel) under Dietary Fibre is a combination of Insoluble Fibre and Soluble Fibre.
For more information on Net carbs vs Total Carbs, check out our blog - https://lovepbco.com/net-carbs-and-total-carbs/
What is Lupin Flour?
Lupin is a type of legume belonging to the same plant family as peas and peanuts.
Lupins are the world’s richest natural source of combined protein and dietary fibre. Comprising 40% protein and 37% fibre, lupins are also a great source of minerals, contain prebiotic fibre, and are also gluten-free.
We source our lupin flour from Irwin Valley in Western Australia using specially bred lupin varieties that meet our manufacturing and product requirements.
You can learn more about why we love using Lupin Flour here - https://lovepbco.com/what-is-lupin/
What whey protein do you use?
When we use whey protein in our products, we use the best which is an Australian grass-fed whey protein from sourced from dairies in Warrnambool, Victoria. We are proud to source our whey proteins locally as they are the cleanest whey proteins available on the market.
There are alternatives that many manufacturers use (especially in the protein supplement space) including whey proteins from the USA however they include growth hormones such as rbST that are not acceptable in our clean, natural products.
If we won't eat it, why would we sell it!
For more information click here - https://lovepbco.com/why-we-use-australian-whey-protein-in-our-protein-bread/
Does your nutrition panel (macro's) include the eggs and milk?
It really helps to know what you are eating and how it helps you achieve your nutrition goals.
That's why we go above and beyond what the Food Standards in Australia New Zealand ask for and break down our nutrition panel as follows:
Nutrients - This is the nutrient breakdown including protein, carbohydrates and fats
Quantity per serving - This is per serve of the product made as directed. This includes milk, eggs and other ingredients included in the recipe on the pouch.
Quantity per 100g of finished product - Although not compulsory, we have included this line as it helps many customers understand the % of proteins, carbs and fats they can include as part of their daily intake. We're proud of the nutrition of our products and how they help everyone achieve better health
Quantity per 100 g of dry mix - This column really helps to show how amazing our products and ingredients are without anything else added :) So eat with confidence that you're helping power a better you!
When it comes to nutrition, we're proud of what we're giving to our community because its food we want to eat as well :)
I have an allergy to an ingredient in one of your products?
Allergies are a pain in the butt. We know as guys in the team have them as well. That’s why it’s super important to look at all the ingredients for each product to ensure that they are right for you.
You will see on every product page the following breakdown of the allergens in each product.
As an example, we’re using the allergen statement for our Savoury Muffin Mix and under Ingredients, you will find the following disclosure.
CONTAINS LUPIN, MILK AND SESAME
May contain pieces of other nuts.
This disclosure across all our products is exactly the same as on our packaging and compliant with the standards set under Food Standards Australia New Zealand.
As we disclose all our allergens across all products both on our packaging and our website, we cannot refund or exchange products if they are not right for you.
What we recommend is to make amazing healthy baked goodies for family and friends to bring them on the health journey you are already on :)
Do you use Australian ingredients?
We source the majority of ingredients from Australian farms first because there is nothing cleaner and greener than locally grown. We use Australian ingredients wherever possible however sometimes there simply isn't enough Australian produce available which means we need to source it from other farms that adhere to our strict quality standards. You will find the local Australian origin of many of our ingredients on our pouches.
We're proud of the ingredients we use because, at the end of the day, we eat and love our products knowing they are helping to fuel our success.
If you want to find out more, get in touch with our awesome customer service team at firstname.lastname@example.org
We are an ingredient supplier and would love to talk to you.
Thanks for reaching out.
Our innovation team is always on the hunt for new and innovative ingredients. Please note, our preference is to use Australian grown ingredients wherever possible.
If you are interested in working with us, the next steps would be to email through an ingredient/product listing or specification sheets along with the ingredient/product application to email@example.com
We are looking forward to hearing from you.
Ordering & Shipping
How long will it take to receive my order?
Our deliveries are made using Australia Post's premium eParcel service. We quote 3-9 Business Days. Expected delivery times to your location, once the parcel has been shipped from our Sydney warehouse, are as follows:
Sydney Metro - 1-3 Business Days
NSW Country areas - 1-4 Business Days
Metro: Brisbane, Melbourne, Canberra - 2-4 Business Days
Metro: Adelaide, Hobart - 3-5 Business Days
VIC/SA/QLD Country areas - 3-6 Business Days
Metro: Perth, Darwin - 4-6 Business Days
WA/NT/TAS Country Areas - 5-9 Business Days
Please note that these timeframes are averages based on our experience with Australia Post and can sometimes take longer than even we like..
These expected shipping times can vary during peak periods so please give yourself plenty of time if you are ordering a gift or require amazing foods for a specific date. And if you feel these shipping times are a bit long for what you need, we recommend that you select Express Shipping at the checkout so you don’t become hangry.
How much is shipping in Australia?
Yes, we have had to change our pricing structure for shipping as we ensure that we can get our products to you as quickly and safely as possible.
We have two shipping options being:
Our standard shipping is parcel mail with tracking for anyone with an Australian delivery address. All standard shipping is processed by Australia Post’s premium E-parcel service.
For orders over $45 - Free eParcel Shipping
For orders at or under $45 - $9 Shipping per order
Express shipping at or under $45 - $12 Shipping per order
Want to understand why we have introduced a shipping charge for small orders?
It comes down to replacement orders and customer satisfaction. To date, we have been sending small parcels by Australia Post’s standard mail service however as 1 in every 10 items mailed were going missing, we couldn’t justify continuing to replace lost orders and having unhappy customers.
Especially when these orders couldn’t be tracked and we couldn’t communicate in a way we would like to you, our customers! A change was needed for the better to make everyone happier :)
Delivery to New Zealand - Average Delivery Times
We ship parcels to New Zealand from our Sydney based warehouse. These parcels are picked up by Australia Post (our local courier), processed and then air-freighted to New Zealand. These parcels are then processed for customs, and sorted for delivery by New Zealand Post.
Average delivery times after shipment from our Sydney based warehouse is 3 - 4 business days to metro areas and 4 - 7 business days to non metro areas.
Express shipping is shipped the next business day after ordering and on average takes 2 - 3 business days to arrive for delivery.
Delivery to New Zealand - Shipping cost
We have two shipping options being:
Our standard shipping is parcel mail with tracking for anyone with a New Zealand delivery address.
All standard shipping is processed and air-freighted to New Zealand where it is delivered by New Zealand Post.
Standard Shipping Pricing to New Zealand
For orders over AUD$65- Free Shipping
For orders at or under AUD$ - $12 shipping per order
Our Express shipping is express parcel mail with tracking for anyone with a New Zealand delivery address.
All express shipping is processed and air-freighted to New Zealand where local couriers deliver to you.
Express Shipping costs $12 per order
Why don't you ship to my country?
If you're not in Australia or New Zealand, we can't ship our products to you just yet. If you have any friends or family in Australia, you can always send it to their address then get them to forward it onto you. Make sure to check with the customs of your country as these vary a lot and we'd hate for your order to get sent back to your friend! (Although they'd probably love it)
Why do you charge for shipping?
It comes down to replacement orders and customer satisfaction.
To date, we have been sending small parcels by Australia Post’s standard mail service however as 1 in every 10 items mailed were going missing, we couldn’t justify continuing to replace lost orders and having unhappy customers. Especially when these orders couldn’t be tracked and we couldn’t communicate in a way we would like to you, our customers! A change was needed for the better to make everyone happier :)
What this means is that we have increased the free shipping threshold to $39 with a small charge of $6 for orders underneath this threshold. We want to continue supporting you our customers with the best service possible and believe that this helps us to do it with a minimum of cost on everyone.
Are customs duties and VAT / GST payable for New Zealand deliveries?
Different countries have different rules for the importation of products.
This may mean that you are liable for customs charges, taxes including VAT or GST and brokerage costs. In the event that an order is assessed for customs duties and taxes to be charged it will be held and either the relevant Customs Authorities or our customer service team will be in contact to advise on the required process.
These charges are the responsibility of the recipient and we will not reimburse customers for these import costs or provide a refund or credit for any order if a customer refuses to pay them or accept delivery. It also may not be possible to return the goods if payment is refused as they will become the property of the relevant customs authority.If you need to make a larger order then please contact our customer service team to discuss possible arrangements.
Why is there a re-delivery fee on my parcel?
If this is a mistake or error on our behalf, we will get in touch to confirm your address and contact details and re-send your parcel without charge.
Where the return of the parcel was as a result of something we weren’t responsible for, such as it wasn’t picked up from the post office or it had the wrong address on it, we need to charge a re-delivery to account for the additional shipping costs to get the parcel to.
The re-delivery fee is $10 in Australia and accounts for the cost of Australia Post returning the parcel to us plus the resending of the parcel to you.
For international orders, the re-delivery fee is $35 that accounts for the cost of the international couriers returning the parcel to us plus the resending of the parcel to you.
Our customer service team will be in touch if your parcel is returned to us to ensure it arrives at its intended destination, quickly, safely and with love.
Tracking Your Parcel
You can follow the progress of your parcel using the Tracking Code emailed to you in the Shipping Notification when your order has shipped from our warehouse.
For Australian delivery addresses visit: http://austpost.com.au/track for a status update.
If your shipping address is correct and you have not received your package or a delivery attempted notification card within the average delivery time frame (see Expected delivery times here) then please contact our awesome customer service team by calling 02 9558 3300 Monday - Friday, 8am - 4pm Sydney time or emailing at firstname.lastname@example.org
Can I select Authority to Leave for my delivery
Yes, you can select Authority to Leave when you go through the online checkout as a shipping option. However, it is our strong preference that you sign for your parcel to ensure it is received safely as we don’t like missing parcels either.
We don’t accept liability for parcels that go missing after being delivered to your address where Authority to Leave (or safe drop) has been selected. That’s why we recommend Signature on Delivery (our default option) as that’s the only way to ensure you will receive your parcel and it won’t go missing.
As an alternative, we recommend another delivery address, such as a business address to ensure the parcel arrives safely at its destination.
Deliveries over $70 in value will automatically require a signature on receipt.
Australia Post as a matter of policy will take a photo of the location where the parcel is dropped to prove delivery has occurred. It’s unfortunate but sometimes we have to deal with scammers as well :(
Place your question or heading here
Here you can place an explanation or answer to the question.
Is your online store secure?
Yes, your details are secure with us. That's why you will see on the checkout page the Norton badge signifying the page is secure...
We also process payments through Stripe and PayPal (both PCI compliant, that means they meet the Payment Card Industry Data Security Standards) and we don't store or save your credit card details anywhere.
That means we can ensure your details including payment details stay as safe as possible :)
Place your question or heading here
Here you can place an explanation or answer to the question.
I've placed my order, what happens now?
We pack it.
A few minutes after you've placed your order you will receive an email confirmation with the details of your order including the delivery address and the products you've ordered.
We generally ship our parcels on the next business day after you have placed an order. However, during busy periods including sales, this may take up to 48 hours as our shipping team works to get all parcels and deliveries out.
Please note: If you order on a Friday, your products will be sent out the following Monday. Australia Post do not operate over the weekend or on Australian public holidays. Please keep this in mind when waiting for your order to arrive.
We send it.
Once your order has been carefully packed, it's picked up by Australia Post, you will receive a dispatch confirmation email once this has happened. This confirms that your order has left us and is on its way to your door.
We both track it.
Once your order has been dispatched, you will receive an email from us with a link to see where your parcel is up to. This is sent as a separate email to the one you get from us. If the tracking link does not register right away, just give it some time to be checked in. You will be able to see your order moving through the parcel
Can I change my order?
If you are looking at changing your order, we will try our best to accommodate your request.
Please contact us as soon as possible by calling 02 9558 3300 Monday - Friday, 8am - 4pm Sydney time or emailing our awesome customer service team at email@example.com.
However, as we aim to ship your order as quickly as possible, and our shipping team in the warehouse start in the early hours of the morning, we cannot always make this happen.
If we cannot accommodate your request to change your order, we are not obliged to offer refunds to customers who change their mind.
Where is my order?
If the order has not been listed as shipped, you can find the expected shipping times of our courier, Australia Post, here. If the order is outside these expected shipping times, you can contact us directly for an update by calling 02 9558 3300 Monday - Friday, 8am - 4pm Sydney time or emailing our awesome customer service team at firstname.lastname@example.org
If the order has been shipped, refer to the Australia Post eParcel tracking number applied to the parcel. This is emailed to you within 24 hours of the parcel leaving our warehouse. Use this tracking number on the Australia Post website to get updates on the location of your parcel. If you think your parcel has been lost or delivered to the wrong address, please contact our awesome customer service team by calling 02 9558 3300 Monday - Friday, 8am - 4pm Sydney time or emailing at email@example.com
I think my parcel is lost
The first step to do is make sure you have tracked your parcel with Australia Post. You will need your tracking number sent out when the items shipped from our warehouse and you can check your the progress of your shipment here.
If you are still having problems and can see that there is no progress with the shipping of your parcel, please get in touch with our awesome customer service team by either calling 02 9558 3300 Monday - Friday, 8am - 4pm Sydney time or emailing at firstname.lastname@example.org.
You will need to contact our customer service team within twenty (20) days of dispatch in order for a replacement product or refund (if applicable) to be issued.
If the package has the correct delivery information and has been deemed 'lost' after an investigation with our delivery partners, we’ll replace these items as soon as possible. You must contact us within four (4) weeks of dispatch, if your package has not arrived otherwise no replacement products or refund (if applicable) will be available.
Can I change my shipping address?
We sometimes forget where we live as well :)
However if you’ve added a home address and need to change it to a work address or similar, get in touch as soon as you realise by calling 02 9558 3300 Monday - Friday, 8am - 4pm Sydney time or emailing our awesome customer service team at email@example.com.
We will try our best to change your address before our shipping team get there hands on it and it leaves the warehouse. However once they have shipped it, we cannot make any changes from our end.
We recommend trying to change your delivery address with Australia Post through their delivery options page here. [https://auspost.com.au/delivery-options]
Charges may apply for this service and make sure that you use the same email address as on your order to ensure that any address change can be processed with them.
Place your question or heading here
Here you can place an explanation or answer to the question.
My mail redirection or delivery instructions were not followed?
We try our best to accommodate shipping requests in our ordering process or through services that are offered by our delivery contractors. However, we cannot offer any guarantees that they will be followed.
We recommend that you double-check your address at the checkout and if appropriate, select an alternate address such as a business address where you can accept your delivery.
We will not be responsible for replacing items or extra costs if a redirection has not been successful, or the delivery contractor has not followed the delivery instructions given. If an item is returned to us, a re-delivery fee will be payable to resend the items to you.
If you are moving, please update your address details in your account online otherwise please contact customer service before you move to ensure a current order has the updated address details to minimise delays.
Terms & Conditions - Coupon codes or eVouchers
Our coupons cannot be used in conjunction with any other offers, or used for sale items and are limited to one per user.