FAQ, T&C and Privacy Policy
FAQ
Do I need to pre-order?
Yes, you need to pre-order and allow us at least 3-4 days to fill your order. All macarons are made to order for maximum freshness.
For bespoke orders, please contact to discuss at least 2 weeks before you need them.
How do I place an order?
The easiest way would be to email us at
hotsugarorders@gmail.com.
You can also phone in your order:
0468 747 738.
Please leave a message if we can't take your call. We will phone you back as soon as possible.
What payment methods can I use?
You can pay using credit card via PayPal or a direct bank transfer
If you wish to pay by direct bank transfer, please email your order and state that you wish to pay by direct bank transfer. (BSB 062000 A/C 13742587). Please write down your name as reference when doing direct bank transfer.
All prices are in Australian Dollars (AUD).
Are your macarons gluten free?
Yes, all our macarons are gluten free.
Do you accept special orders?
If the macaron you want is not on our website, please contact us to discuss your requirements and we will do our best to create the macaron you want.
Can I cancel my order?
Any order cancelled 8 weeks or more before delivery/pickup date will be given a full refund. Orders cancelled more than 4 weeks before, 50% of the payment will be refunded. There will be no refund at all on orders cancelled less than 4 weeks prior to delivery/pick up date.
We will gladly refund, exchange or credit goods that are faulty. This does not include breakages in the delivery process where the delivery is out of our control (courier deliveries).
If you are unsure of the product, please contact us prior to ordering and we can discuss. Please choose carefully as we do not give refunds if you simply change your mind or make the wrong choice.
Privacy Policy
1. The collection and handling of personal information is regulated by the Privacy Act 1988. Personal information is information which can identify you. We believe that privacy is an important individual right and understand that it is important to you. The purpose of this statement is to state why we may collect personal information about you, how we might use, disclose and handle that personal information.
2. Hot Sugar collect personal information so that we can provide our customers with our product and to receive payment for the goods provided. Personal information collected may include your name, email address, contact phone number and credit card details. All credit card details is destroyed at a specified time in accordance with general banking practice. All sensitive information about you will not be collected without your consent.
3. We generally use personal information for the purpose of providing goods to you. We will not use your personal information for any other purpose.
4. We may disclose your personal information to third parties(such as delivery couriers) for the purpose of delivering goods to you. If we do disclose your personal information to these third parties, we will take steps to ensure that they:
- comply with the National Privacy Principles as per Privacy Act when they handle your personal information,
- only use your personal information in order to provide the service required by us, and,
- do not withhold or make public your personal information.
Please note that we may be required, for legal reasons, to disclose your personal information to law enforcement agencies, government agencies, courts or external advisors or in accordance with other laws. We do not sell, rent or trade personal information to or with third parties.
5. Our website is hosted on Shopify Inc. They provide us with the online e-commerce platform. This allows us to sell our products to you. Your data is stored through their data storage and databases. They data is secured behind a firewall.
6. By choosing to pay for your goods via a direct payment gateway, please note that Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only for the purpose of completing your purchase transaction. It is immediately deleted. All direct payment gateway adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like VISA, MasterCard and American Express. Their requirements help ensure the secure handling of credit card information by our store and its service providers. Please refer to Shopify's Terms and Conditions on www.shopify.com.au/legal.
7. For more information or if you would like to delete any personal information we have about you, register a complaint, please contact us at: hotsugarorders@gmail.com.
ABN: 13292074225
Disclaimer: Please note that your payment will appear as Marilyn Kho in your statement.