FAQ

Who Is Fiddle Leaf Foods?

Fiddle Leaf Foods was started by Purple Foods Pty Ltd (www.purplefoods.com.au) and we have partnered with some of our customers and suppliers to provide a home delivery service. Due to the Covid-19 pandemic, many hospitality outlets have heavily reduced orders or closed, this means to ensure the industry can retain staff they must look at new or different ways to do things. Fiddle Leaf Foods was started to try and support local businesses and help those that have unfortunately lost their jobs during these difficult times.


Why Is It Called Fiddle Leaf Foods?

Our founder Adam was trying to come up with a name that represents resilience. Planning for the business took place while working from home and Adam found himself staring at a strong, tall and resilient Fiddle Leaf Fig in his lounge room. Then wallah! Fiddle Leaf Foods was born.


How do our prices compare to Coles and Woolworths?

We are all about supporting small, local businesses and therefore unfortunately we do not have the buying power of Coles and Woolworths. Having said that, you will find our bulk products very competitive and sometimes cheaper than the big guys. Our pricing also tries to factor in the cost of delivery, while Coles and Woolworths charge an additional fee for delivery, and don’t forget the 10% of sales that we donate back to the community.


What safety precautions are being taken?

Our distributors are HACCP certified. This means they have strict guidelines and procedures in place that are audited throughout the year. Please view the HACCP website for more details https://haccp.com.au/ . Additionally extra precautions are in place due to Covid-19  that are consistently updated in line with the governments recommendations. We recommend contactless (drop and run) deliveries where possible and will be minimising any outside contact.


Why is delivery only available in some suburbs?

We are a very new business and customer service is key. Once we are up and running, meeting our own high expectations will expand the delivery areas.


Why can I only buy some products?

We have access to over 2,500 products however we have carefully curated those that we think are best suited to our customers. We are more than happy to receive recommendations on products you think we should carry, and if you are looking to buy in bulk > $150 then we can make a special one off delivery for you. We have chosen at this stage not to carry fresh fruit and vegetable as there are many local options available, but it may be considered in the future.


How Can I Confirm My Order Has Been Received?

Once you have completed and paid for your order you should receive an email with your confirmed order and invoice within an hour. If not received please contact us ASAP. Please ensure you check your junk mail as well.


Where Can I Get A Copy Of My Invoice?

Once you have completed and paid for your order you should receive an email with your confirmed order and invoice within an hour. If not received please contact us ASAP. Please ensure you check your junk mail as well.


Can I Change My Order Once Payment Has Been Approved?

Unfortunately we use an automated that sends your order directly to our suppliers. If there is a large error then please contact us immediately and we will try and arrange something, however there are no guarantees. Please ensure you check your cart carefully before payment.


How Can I Pay For My Order?

We use Shopify to process all payments. They are trusted by hundreds of thousands of customers around the world. All their usual payment methods will be available, most common are credit card and paypal.


What Do I Do If This Page Hasn’t Answered My Question?

Please contact us via the Contact page on the website and we will reply ASAP


When Do I Need To Have My Order In By?

Our delivery days are Monday – Friday. To receive your order next day, please have your order processed before 12pm the following business day. Otherwise your order will be sent in 2 business days time.

 

What Happens If I’m Not Home When You Drop My Order?

Please leave delivery instructions when you check out your cart. If you are not home or do not answer the door our drivers will try and find a safe place to drop your products. If there is nothing available then the product will be returned to the warehouse and $30 delivery fee will be charged for restocking and redelivery. We want to avoid this as much as possible so please leave clear instructions. 


What Happens If My Order Is Wrong?

Please contact us immediately with any missing or incorrect items and we will do our best to remedy the situation. There is more information available on this on our policies page.



How Much Does Delivery Cost?

Delivery is free for orders over $100 otherwise there is a delivery fee of $20.


Where Do You Deliver To?

Please refer to our Suburbs We Deliver page


Can I Track My Order?

Unfortunatley at the moment you can not track your order, we are working with our distributors on this, and a possible delivery time window option. We will let you know any updates as soon as possible.


What Happens If I Order Refrigerated or Frozen Items?

Our delivery vehicles are temperature controlled. An issue will only arise if we are instructed or decide to leave your products unattended. In this case our driver will write the time of delivery on your packaging.

Chilled or frozen items may spoil or melt if left unrefrigerated for a long time. We advise that you follow Australian Government guidelines with your groceries.

Refrigerated items left out for:

  • Less than 2 hours can be used or put back in the refrigerator to use later.
  • 2-4 hours can still be used, but shouldn’t be put back in the fridge for use later.
  • Refrigerated items left out for more than 4 hours are at risk of contamination and should be discarded.

For more information please visit the Food Standards Australia Website.