FAQ

Ordering

Payment, placing an order, finding items

Orders can seamlessly be made online on your phone or computer and be placed at any time of the day or night.

1. Select which items you would like to order and add them to your cart

2. Click on the cart to check the products and the subtotal

3. Check out by entering your address, method and payment details

Payment can securely be made through our store using:

- Visa

- Mastercard

- Amex

- Apple Pay

- PayPal

There are two simple ways to find products.

1. You can either browse Categories by selecting the relevant Category and subcategory e.g. Fresh Fruit and then Melons & Pineapples.

2. You can search for products by item name, brand or category. Click on the top banner that says 'Searching for..', simply type any word and all relevant items will be shown  e.g. 'Ap' for Apple.

You will be able to see all items added to your cart in when clicking on the cart icon in the top right corner. This icon will show how many items are in your cart.

On the cart page you will be able to add any additional notes or delivery instructions.

These notes will be lost if you go back and edit your order, so it’s a good idea to write the notes at the very end.

We always welcome feedback so please let us know what you think of our service.

On the cart page you will be able to add the date and time that you would like your order to be delivered or ready for pick up.

If the product you have purchased is out of stock but you have already paid for it, we will get in contact with you and try to find a suitable replacement. If this is not possible we will refund the amount of that item. This will be paid back by the same means of payment made when placing the order.

Any promo codes will be in accordance with any terms and conditions we have outlined here on this website.

After an order is placed you will be emailed a confirmation of the order which will outline all items purchased.

Some items will be available on Special and will sometimes not align with promotions in-store.

If you need to cancel or modify an order, contact us on 9592 6684 or feel free to contact us!  If you cancel your order before the day of delivery, then no fees or charges will apply to that cancellation.  If you cancel on the day of delivery, then we may charge you a cancellation fee of $20.00.

Delivery

Areas we service, receiving your delivery, pricing

Orders made above $50 will qualify for free shipping. Anything below that will be charged at $10. Store Pickup is free for all orders.

We deliver to the following areas:

View map of delivery areas

If you live outside our delivery area, feel free to contact us!

We have 2 hour delivery windows from Midday to 2pm and 2pm to 4pm.

All orders placed by 10.00am will be delivered the same day during the afternoon.

Deliveries are from Monday to Saturday. There are no deliveries on Sunday.

Instead of requesting home delivery, you can specify that you would like to pick up your order from our shop. Your order will be packed, and ready for you to collect. You will receive an email when your order is ready for pickup. You can pay online in advance.

Once your order is ready you will get an email notifying you that your order is ready.

Our staff are trained to pick the best products we have in store, because we know you would if you were doing the shopping yourself. Your order is packed securely, separating room temperature and fridge items to ensure best quality. It is then kept in optimal conditions until delivery to your home.

The driver will deliver your order to the front door, or, inside the house at your request. It would be best if you are home to accept the order. If you are not home, the driver will leave the order at your front door, or according to agreed instruction. You can leave special instructions in the 'Order notes' entry box on the Cart Page. If you are not home to receive the delivery and there is nowhere safe to leave the order, we will attempt to contact you.  If we are unable to contact you the order will be returned to the store for collection or a $15 re-delivery fee will apply.

If you are not home to receive the delivery and there is nowhere safe to leave the order, we will attempt to contact you.  If we are unable to contact you the order will be returned to the store for collection or a $15 re-delivery fee will apply.

Option 1
We ship refrigerated items with ice packs. If you can leave an eski out for delivery we can transfer refrigerated products to it.

Option 2
We also can ship your items in a styrene eski with cold pack if necessary. We try to promote customers leaving out their own eski so as to minimise the use of packaging.

Our ice packs are reusable so we would appreciate them left out for collection on your next delivery.

If something is missing from your order and has not been indicated on your receipt as out of stock, not substituted or not credited to your account, please feel free to contact us and we will assist you in determining what has occurred. If it is agreed that the item or the product was left out of your order in error, we will arrange for its re-delivery to you at your convenience, or we can provide you with a cash refund or a credit.

Yes, as long as they are within our delivery area. You or a person authorised by you needs to be at the premises to receive the order.

Fruits and vegetables are carefully hand packed, in boxes. Loose or fragile produce, like beans or peaches, will be bagged. If you require items to be individually bagged, you may leave a note on the order and the delivery team will do their best to accommodate your request.

Store Pickup

Collect from the store at 746 Hampton St, Brighton VIC 3186, AUD

We offer store pickup options, please specify at the cart page what time you would like to pick it up. Orders can be placed before 10am for same day pickup.

We will send you an email when your order is ready for pickup.

Contact & Accounts

Reorder, personal settings, notifications, contact,

If you are having any issues ordering online and would like some assistance, feel free to contact us!

If you have signed in to your account, you will be able to see your past orders. You can then go and select to reorder the items you have purchased before. These items will be added to your cart.

If items are out of stock they will still be added to your cart, when you get to the checkout page you will be informed if any items are unavailable.

We recommend that you create an account. This will save you a lot of time each time you place a new order:

1. Ordering will be easier and faster. Each time you shop, you won't have to re-enter your address and contact details.

2. You will also be able to see a list of your previous orders when you click on the 'My Account' menu option. Your previous orders can be used as templates for new orders. Simply select one and adjust quantities or add/delete products.  Prices will update automatically and you can proceed to the checkout promptly, saving you time.

3. If you do not complete the checkout your cart will be the same for 14 days, after that it will be cleared.

4. You can store additional addresses such as your work or if you want to gift an order to family and friends.

When registering you will need to enter a few details like your name, contact details and delivery address and choose a password.

To update any of your account information, click on the 'My Account' menu option. Your Order History will be displayed on the left and your Account Details on the right. Click on the ‘View Addresses’ to view your account information and make the required changes to your address.

If you are having trouble accessing your account you can reset your password by clicking 'Forgot your password?' on the login screen. You will then need to give your email address associated with the account and you will be emailed a way to reset your password. If this doesn't work or you can't remember you email, feel free to contact us!

We are always looking to improve our service, and welcome your feedback, feel free to send us some feedback through our contact us form!

If you would like to change your marketing preferences, feel free to contact us!

Store

Location, trading hours, wholesale

Address: 746 Hampton Street, Brighton, 3186, Victoria, AUS

Get Directions

Weekdays7.30am – 6.00pm

Saturday: 7.30am – 3.30pm

Saturday: Closed

Closed all major public holidays, except Easter Saturday.

Melbourne Wholesale Market, Epping

Yes, we have an in store rewards program. If you would like to participate and start to earn points towards discounts, please mention it to us in store.

*Reward points can only be earned from in store purchases (This excludes deliveries and online orders for collection from the store).

Please contact us on (03) 9592 6684 or via email!

Refunds & Returns

Satisfaction Guarantee

Fresh Connection prides itself on the quality and freshness of its produce.  If anything in your order is out of date, defective, damaged or sub-standard we will give you a refund.

Feel free to contact us within 24 hours of the delivery or pickup and we will assist you in resolving the matter.

If it is agreed that a product should be refunded, the item can be brought back to our store for a refund. The relevant amount will then be credited to your account within 3-5 business days.

These FAQs should be read in conjunction with our Terms and Conditions and does not override those Terms and Conditions.  Should any ambiguity exist between these FAQs Guide and the Terms and Conditions, the Terms and Conditions prevail.

At Fresh Connection, we take pride in delivering the best quality produce at reasonable prices. If your expectations have not been met, we would love to know about it.

If you have any feedback regarding store purchases, please contact us. All decisions regarding refunds are made at the discretion of the owner Theo.

If you haven't found your answer, you can reach us here.