Frequently Asked Questions

Go to gourmetbrands.com.au and click ‘Wholesale Login/ Register’. If you are an existing customer login to your account using your email address and password. If you have forgotten your password click on ‘Forgot your password’.

Once you have entered your username and password you are able to browse products, view prices, place an order and view previous orders.

Our Customer Support Team and global head office is based in Torquay on Victoria’s Surf Coast. Our warehouse and distribution centre is based in Truganina Victoria.

Due to OHS requirements, customers are not able to pick up direct from our warehouse and distribution centre.

Please contact the Customer Service Team on 03 5277 2775 to see if it is possible to add to your existing order. We are unable to add additional products to an order that has already been completed by our warehouse team and any additional products would need to be placed on a new order.

Absolutely! Please contact the Customer Service Team on 03 5277 2775 or email info@gourmetbrands.com.au to schedule a time & date that works for you and one of our field sales representatives will come visit you.

The most up to date versions of our Everyday Gourmet and Seasonal Pre-Sale brochures are available online 24/7. 

You are able to download and view these brochures as flipping books with live links to our website here 

If you would like a hard copy of any of our brochures, please contact the Customer Service Team on 03 52772775 or email info@gourmetbrands.com.au to request a copy.  

Please note – some of our brochures are not available in hard copy format. 

Each product listing on our website will provide as much information and detail about the product as possible including unit and carton dimensions, a product description, product specifications including ingredients and allergy information. We also provide a range of marketing resources including brand logos, product images, Product Information Sheets (PIF) and social media contact and this can be access at

While we do not have samples of every product in our range available for distribution, we are happy to provide samples when available. To see if a sample of the product you require is available, please call our Customer Service Centre on 03 52772775 or email info@gourmetbrands.com.au 

Our orders are usually dispatched withing 1-4 days of the order being received, and it is advisable that if an error has been made or if you wish to cancel the order, to call us immediately on 03 5277 2775 (business days 9am-5pm AEST).

Orders cannot be amended or cancelled once they have been prepared and are with our delivery partners and couriers for delivery.

All deliveries are made 8.30am to 5.00pm Monday to Friday by Gourmet Brands chosen carrier. For orders placed before 4.00pm on a weekday, please allow from the confirmation of dispatch: 

• 1 - 3 working days for delivery to capital city in VIC, NSW, ACT, VIC 
• 3 - 5 working days for delivery to capital city in SA and TAS 
• 5 - 8 working days for delivery to capital city in WA and NT 
• All regional areas add 1-2 business days to metro estimates 
• Requests for delivery on specific days cannot be guaranteed when standard shipping is selected, however we will always do our best to aim for delivery on or before the requested date. 

During peak periods (Easter and Christmas), the delivery may take up to 10 working days. 

Please note that these delivery times are estimates only, and actual delivery times may vary. 

We want to make it as easy as possible for you to find good content for your websites, social media pages, and advertising campaigns - so, we have collated all of our product images, lifestyle shots, and product specs into convenient folders that you can download and use, as Gourmet Brands customers. 

Here's what we have available: 

• Social Media Content 
• Product Images 
• Logos 
• Product Information Forms (PIF) 

Click here to access our free product marketing resources  

Each year we release a range of products for pre-order for seasonal campaigns such as Christmas, Easter, Mother’s & Father’s Day. 

This means that our wholesale customers are able to order in advance and secure the stock that they need for later delivery. At Christmas time, customer can choose from an October delivery of a November delivery,  

For example – our Christmas pre-sale commences in February with customer able to pre-order a range of products for the following Christmas. Pre-orders close at the end of May to allow time for the production of packaging, manufacture of the products, shipping and delivery to our warehouse in time for delivery to customers as per their chosen delivery month. 

For customers, pre-ordering means that you are able to secure the stock that you need for key gourmet gifting periods well in advance and you are not invoiced for the order until shipment of the product to you. 

For Gourmet Brands, the pre-sale process allows us to work with our suppliers and manufacturers to ensure production of the products ordered by our customers.  

It means that we are ordering the stock our customers require and providing sufficient time for import of our international brands.  

Again, it is important to note that invoices are not raised for pre-orders until the product has been packed and sent to customers.  

We no longer provide pre-payment options for online orders.  

Yes, you are able to create a quote. Simply log into your customer account and place the items you want quoted into your cart. When you view your cart, instead of clicking ‘CHECKOUT NOW’, click on the button that says ‘CREATE QUOTE FROM CART’.

For further assistance, please contact our Customer Service Team on 03 5277 2775 or info@gourmetbrands.com.au.

Damaged or Faulty Items 

We are proud of the quality and presentation of our products and do everything we can to ensure that every recipient is happy with their products. 

In the event that your delivery is incorrect or has arrived damaged or faulty, please contact our Customer Service Team on 03 5277 2775 or info@gourmetbrands.com.au 

We will happily replace, exchange, or issue a credit or refund depending on the extent of the damage and how you wish to resolve the issue. 

We will require photos so that we can better understand the extent of the damage or issues with the product. 

If it is necessary for the product to be sent back to us we will email you a return label to cover the cost of the shipping. 

We will not be able to replace, exchange or issue a credit or refund for any product that has been delievered for more than 7 days. Claims for damages will not be recognised after 7 days from delivery. 

Please note that refunds will be credited back to the original account used. 

You are able to cancel orders prior to the completion of the order. Once an order is complete it means it has been dispatched to you and we are not able to cancel the order. We do not accept product returned due to a change of mind. Please see our returns policy here which relates to damaged or faulty products.

We do not accept product returned due to a change of mind. Please see our returns policy here which relates to damaged or faulty products.

As a result of ongoing domestic and global freight and supply chain increases, our Delivery Policy was updated on 15 August 2023 to increase the minimum order spend required to receive free freight. 
  
Gourmet Brands has received a substantial freight increase from its freight companies over the previous 12 months, which has led to smaller orders becoming unprofitable to provide free freight. 
  
Instead of putting through product price increases to cover these large increases in freight, we feel that by working closely with our retail partners we can gain efficiencies together, which will mean the changes will have no effect on your business. 
  
For the few businesses that do order less than $250 per order, we would recommend ordering $500 every fortnight instead of $250 every week which will mean you will still receive free freight. 

All product prices are available 24/7 on our website. Login or register as a customer to see prices.

Yes, Gourmet Brands is able to assist in the development of private label products. To speak to one of our team, please call 03 52772775 or email info@gourmetbrands.com.au

All product prices are available 24/7 on our website and this is where you will see our most up to date product details and pricing. Login or register as a customer to see prices. 

Prices are shown in our brochures which can be viewed here 

Our most recent published price list is available here 

Claims for damages will not be recognised after 7 days from delivery.

Contact our Customer Service Team on 03 5277 2775 or info@gourmetbrands.com.au and to discuss your request for a credit claim and if accepted, we will work with you regarding the return/ credit to be processed.

Simply apply for a new customer account by clicking on Wholesale Login/ Register and follow the steps to create a new customer account. You will be asked to provide details about your business including business name, ABN, business address, contact details and trade references. You will need to provide an email address and set a password. Once the account is set up, you will be able to view the products and prices on our website and you will be able to place an order. Trade references will be checked prior to the approval of a 30 day billing account.

That is entirely up to you. We offer a range of options to make it as possible!

In Person - Some customers like to place orders in person with our sales representatives and we can arrange that in our major cities. Simply call our customer service team on 03 5277 2775 to make a time for one of our customer service team to visit you in store

Over the phone – You can call 03 5277 2775 between 8.30am and 5.00pm and place an order over the phone with one of our friendly and knowledgeable Customer Support Team.

Online - You can order online 24/7 via our website www.gourmetbrands.com.au

Orders over $500 receive free delivery except for long-distance locations.
Orders under $500 receive a $30 shipping cost.

Long-Distance Orders over $1,000 receive free delivery.
Long Distance orders under $1,000 receive a $65.00 shipping cost.
Locations classified as long-distance are:

• Far North Queensland
• Norfolk Island
• All Western Australia
• Northern Territory
• Bundaberg
• Gladstone
• Rockhampton
• McKay
• Townsville
• Cairns
• Tasmania

*GST will be added to all shipping costs

We deliver Australia-wide. We will deliver to most addresses within Australia, but do not deliver to international locations. We require a street address for delivery – unfortunately we cannot deliver to a P.O. Box. Some remote locations cannot be serviced; however Gourmet Brands carrier may be able to deliver to a local depot where you can collect your products.

The locations we can deliver to may change from time to time. Please call our Customer Service Centre on 03 52772775 to find out if we deliver to your location.

See ‘How much is delivery?’ for delivery charges and minimum order requirements.

Deliveries must be signed for, and anyone at the delivery address who receives the products shall be presumed by Gourmet Brands to be authorised to receive the products.

Unfortunately Gourmet Brands and its carriers are unable to provide an estimate of the delivery time.

In the instance someone is not able to sign for your delivery, Gourmet Brands carrier will leave a card.

Please note that risk for loss or damaged product passes to the customer upon delivery of the product(s) by the courier.