FAQ
What came first, the duck or the egg?
This is a serious debate at The Lucky Duck headquarters – a question that has our whole team divided! Haha. ‘We’ can’t give you a straight answer, sorry fam!
Okay, okay. Serious questions now! Do you offer free delivery?
Any order over $150 automatically receives FREE standard delivery throughout Australia. Orders below this amount will have the option to choose either standard delivery or express delivery. All local Cairns orders receive free same-day delivery (if ordered by 12noon).
What do you do if the recipient isn't home?
For local Cairns deliveries, if the recipient isn't home we'll either:
a) Find a safe place to leave the gift box, take a photo and email the sender,
b) Call the recipient (permitting their number has been provided), or
c) Organise with the sender another day/time for delivery (please note: re-delivery fees will apply).
To ensure the gift box is delivered accordingly, please include delivery instructions (including date and time) at checkout.
What if the box I’ve ordered has chocolate in it? Will it melt?
Chocolate starts to melt in temperatures over 22 degrees Celsius. Due to the nature of Australia’s unpredictable weather conditions, we ask that you organise any gift boxes that include chocolate to be delivered to either the recipient’s work address or to an address you know they’ll be at for the duration of delivery day. All of the products we ship leave our warehouse in perfect condition. For these reasons, we do not accept responsibility for chocolate or other items that have been altered under these circumstances.
Will my box arrive #instaworthy?
When our team pack your gift box, we do our very best to ensure each individual product is secure and safe within the box. Unfortunately, some items within the gift boxes may move during transit. This is out of our control and hence, the box and its contents may not always be #instaworthy as soon as the recipient opens it.
Why are the boxes pre-made?
We want you to sit back, click a few buttons, and relax! We’ve put in the hard yards by selecting the best of the best products when it comes to gifting. We have categories to suit most ducklings in the flock. If you’re after more personalisation, check out our Design Your Own section!
Do you offer corporate or large-scale orders?
YES! These have been seriously popular and we LOVE that you want to thank your staff or clients with ducking good gift boxes. Please email us (aka. me) at hello@theluckyduck.com.au. Please note: Our design your own section does not cater for corporate orders, therefore, organising this via email is a must. Corporate and large-scale orders incur extra sourcing, shipping, and processing costs.
Oops! I need to change my order/I provided the wrong address. What do I do?
Once you’ve placed your order, we’ll email you an order confirmation straight away (check your spam folder, just in case). Please check that the delivery details are accurate. If your order hasn’t yet been sent, it’ll be an easy fix. Email our ducking good customer service team with any corrections (as soon as possible!) We’ll do our best to help!
Can I cancel my order?
If you need to cancel your order, please email us at hello@theluckyduck.com.au.
Do you handwrite all of your greeting cards?
Yes, all messages are handwritten to add a personal touch!
How often do the gift options change?
Our gift boxes and product range is constantly changing! Do you have any suggestions in particular? Email us at hello@theluckyduck.com.au
What days and times do you deliver? Do you offer same-day delivery?
We operate and deliver Monday-Friday. If your order is placed before 12noon on a weekday, we offer same-day local (Cairns) delivery. Same-day orders will be delivered before close-of-business (5pm). All nation-wide orders placed before 12noon will be sent to the post office by close-of-business (5pm). If you place an order on a weekend or public holiday, we will send it out on the next working day.
I would like my gift delivered on a specific day, can you help me?
Yes! If you’re in Cairns, choose your specified local delivery date before adding the gift box to cart. Otherwise, just put your preferred delivery date in the ‘delivery instructions’ box at checkout and we’ll do our absolute best!
Where do you deliver to?
We deliver Australia-wide!
Who delivers the mail?
Postman Pat? Nope! Ya girl (Alanna) delivers all local Cairns orders herself! We use Australia Post to send our ducking good gift boxes nation-wide.
Can I track my order?
Of course! When we ship the order, you will receive a confirmation email with a tracking number. Please note: it may take up to 24 hours for updated tracking information.
Do you deliver to hospitals?
Yes we do, but please check with the hospital before ordering. To minimise delays, firstly, please ensure the recipient will still be in hospital. If you’re certain they are, then provide the hospital name ward number and/or room number, and names by which the patient is known. If you learn that the recipient has been discharged before your gift has been delivered, let us know immediately and we’ll do our best to change the delivery address. If it’s too late and the parcel has been delivered, re-delivery fees will apply or the patient may have to collect the gift box from the hospital.
Do you deliver to PO boxes?
Unfortunately, no. We require a physical street address for delivery.
When will my order be delivered?
All orders are shipped within 1-2 business days from our headquarters in Cairns, QLD. We use Australia Post for our Australian-wide deliveries:
- Local delivery: same-day delivery (if ordered before 12noon)
- QLD: 1-6 business days
- NSW: 2-6 business days
- ACT: 2-7 business days
- VIC: 3-14 business days
- TAS: 2-12 business days
- SA: 2-9 business days
- WA: 2-9 business days
- NT: 2-13 business days
Please note: Once your gift box has been collected by our courier (Australia Post), it is out of our control. The above timeframes are estimates only. We cannot take any responsibility for delayed or lost packages.
What’s your return policy?
Unfortunately, we don’t accept any refunds or returns on change of mind purchases. If an item is damaged, please email us at hello@theluckyduck.com.au within 24 hours of receiving the gift box. Please include photos of the damaged goods in your email.
How do you like your eggs?
Savoury: poached. Sweet: kinder surprises (duh).
How do you like your coffee?
Iced (double duh).