Diwali pre-order terms 2026

Pre-orders are open until Thursday 29 October 2026, unless we extend the date. Diwali is Sunday 8 November. These terms apply to every Diwali pre-order placed on puredesi.shop. Please read them before you order, and check every detail of your order before you pay.

Pick-up orders

• Your order is ready at the store you chose, on the date and in the time slot you chose. Come then. You do not need to wait for a second email; your order confirmation is your collection note.
• If you come early, your order may not be ready. Orders are packed for their slot, not before.
• If you miss your date and time, your order stays ready for you to collect. Please keep in mind that customers who are on time are served first, so you may be asked to wait. Sticking to your slot keeps the queue short and the pick-up relaxed for everyone.
• To change your pick-up date or time, email customerservice@puredesi.shop. Until Thursday 29 October you can move your pickup to any available date. From 30 October, a pickup can be changed if you ask more than five days before your pickup date.

Delivery orders

• Your order is scheduled to leave for the delivery date you chose. If it is for an event, choose a date two to three days before the event.
• Delivery is by a third-party courier, and courier dates can change. A delay of one or two business days can happen and isn't covered. If your order arrives more than two business days after the date you chose, or the courier holds it over a weekend, our delivery promise below covers it. The promise does not cover a delivery booked for the day of your event, or a missed occasion, so for an event please choose a date two to three days before it.
• When your order is dispatched you will receive tracking information by email or SMS, at the details you gave us. Please check your spam folder.
• Deliveries are made between 9am and 5pm. Requests for a specific delivery time cannot be accommodated.
• If no one is home, the courier leaves the order in a safe, cool, dry place. Every delivery order is packed in an insulated carton with cold packs so it stays fresh until you get to it.
• Delivery is Australia-wide by express courier, charged by weight from $25. The exact rate shows at checkout.
• We cannot take responsibility for an order that cannot be delivered because the address or contact details were wrong or you could not be reached. Please double-check your name, address, phone number and email before you finalise.
• To change a delivery order, email customerservice@puredesi.shop by Saturday 24 October. Delivery orders cannot be changed, cancelled or refunded after that day.

Changes, cancellations and refunds

• Delivery orders: no changes, cancellations or refunds after Saturday 24 October 2026.
• Pickup orders: until Thursday 29 October you can move your pickup to any available date. From 30 October, a pickup can be changed if you ask more than five days before your pickup date. Until Thursday 29 October you can also add boxes to a pickup order. No cancellations or refunds within five days of your pickup date. Boxes are made to order for that date.
• Before those dates, email customerservice@puredesi.shop with your order number and we will help with additions, changes or a new date.

Our delivery promise

1. This promise covers Diwali delivery orders with a delivery date from 30 October to 10 November 2026. If your order arrives damaged or not fresh, or late as described in clause 2, we will make it right.
2. Late. If your order arrives more than two business days after the delivery date you chose, or the courier holds it over a weekend after that date, claim within 7 days of delivery and we will refund your delivery fee. A delay of one or two business days, without a weekend hold, is not covered. Business days are Monday to Friday, not counting public holidays where the parcel is delivered. If the sweets were affected, clause 3 applies as well.
3. Damaged or not fresh. If your gift box arrives crushed, torn or dented, or your sweets arrive crushed, broken, melted, mouldy, or with a sour or rancid smell, claim within 24 hours of the courier's delivery time with two photos:
   1. the outer carton with the shipping label showing; and
   2. the opened box showing the problem, with the packing slip in the photo.
   Please keep the box until we reply.
4. What we do.
   • We send you a replacement.
   • If you'd rather not have a replacement, or we can't get one to you in time, we refund the affected box(es).
   • If the whole parcel was unusable, we also refund the delivery fee.
5. Not covered:
   1. lateness when the delivery date you chose was the day of your event, or a claim for a missed occasion;
   2. taste preference;
   3. sweets not stored as directed after delivery (refrigerate at 2–4°C; best within 48 hours);
   4. a box mostly eaten before you contact us;
   5. delay or damage caused by a wrong address or contact details, an address change after dispatch, or no one available where a signature was needed;
   6. pick-up orders, which you check when you collect.
6. Parcels that don't arrive. If your parcel doesn't arrive, or the courier records it as delivered and you haven't received it, we check the courier's delivery record and open an investigation with the courier. Once it's clear the courier lost or misdelivered it, we'll send a replacement or refund it, whichever you prefer.
7. Limits. One claim per customer per season under this promise. Claiming costs you nothing, and we won't ask you to send the sweets back.
8. How to claim. Use our claim form: the Make a claim button below, or puredesi.shop/promise. You'll need your order number and, for damage or freshness, the two photos. Questions: customerservice@puredesi.shop.
   Pure Desi Manufacturing Pty Ltd, Unit 1, 6 McCormack Street, Arndell Park NSW 2148. Phone (03) 7064 8415.
9. Your rights. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The benefits of this promise are in addition to your other rights and remedies under the law.

Make a claim

Getting in touch

• Email customerservice@puredesi.shop with your order number for anything about your pre-order. Phone lines are very busy during the festival, and we may not be reachable by phone. Email is the fastest way.

A word about our team

• Diwali is the busiest time of our year, and everyone wants their sweets on time. We ask that you treat our team with courtesy. If a customer is abusive to our staff, we may cancel the order and refund it in full.