Moochee Pty Ltd The Trustee for Gooch Family Trust Trading as The Complete Basketcase, ABN 90 791 839 031
The Complete Basketcase delivers beautiful gift arrangements all over Australia. We are a privately owned and operated company, our team focus on old fashioned customer service and use only the highest quality products, with a focus on Australian produce. Kerry Mitchell and the team would be happy to fulfill your order and create a lasting impression on your recipients.
Contact Details
71 Bakehouse Road, Kensington VIC 3031,
Phone:+ 61 3 9329 1933
Email: info@thebasketcase.com.au
Trading Hours: Whilst we are an online store, please note that we have regular office hours 9:00am – 4:30pm Monday – Friday. This means that orders placed on our online store will be received and handled by our office staff during those hours. Please ensure that you include a contact number during those hours just in case we need to contact you regarding your gift delivery.
Expected code of conduct
The Complete Basketcase aims to provide a working environment for all their employees that is safe, professional and friendly. The Basketcase has, over the past 23 years, developed a code of behaviour that reflects our core values of support, respect, kindness and integrity.
The Basketcase requests that all customers follow our guidelines when communicating with our team members:
- When communicating with our team members either by telephone or via live chat that they treat us with dignity, courtesy and respect.
- be sensitive and understanding to our team that are here to help and support you with your order.
- respect our privacy policy
- not display rude, aggressive, argumentative or offensive behaviour when communicating with our team, at our office or on social media
Shipping / Delivery
Please check the delivery policy page for detailed information about how we deliver your gifts. If something is not clear to you our friendly team is here to help you on 1300 733 933 or click on the online chat button in the bottom left hand corner for assistance during business hours.
Delivery will be calculated when you place your order. Alternatively, please call 1300 733 933 or Intl +61 3 93291933 and we would be happy to process your order.
Order Terms
All orders placed by 1.00pm AEST will be shipped that day(*). If you choose the VIP option for Melbourne Metro your order will arrive the same day, if you are unsure of the delivery time frames for the area you have chosen to deliver to, please contact our customer service team on 1300733933 or via the online chat during our office hours.
(*) Excluding Christmas orders – see below.
* Special instructions are welcome and specific dates that you would like your gift to be delivered can be accommodated within courier guidelines and delivery outside of weekends.
* Please note orders placed online during Saturday, Sunday or public holidays will be shipped the next business working day.
Courier companies have their own guidelines and parameters and we must abide by the information they give us. Occasionally a destination may not be within the courier’s delivery zone or could be a different price than normal. This usually applies to country areas, and you will be notified if there is additional cost.
NB: we cannot guarantee delivery times on the day of delivery
Payment terms
All orders are to be paid with either credit card Visa/Mastercard or American Express, Afterpay, PayPal and Shop Pay or direct deposit into our bank account. If you are paying us via direct deposit your gift will be sent once the funds have cleared in our bank account.
PayPal and Shop Pay
Please note that third party payment services such as PayPal and Shop Pay often overwrite information. You must double check all shipping information is correct on your confirmation email and get in contact with us immediately if it is not.
Billing Information
The Complete Basketcase will only contact you via your nominated email address or phone number. If you wish to receive ongoing information about your order you must provide us with an email address. We do not send any invoicing information to physical addresses nor with any of our gifts.
Incorrect Information
Please check carefully the order information you enter on the order form. Incorrect information can lead to your order being delayed. If your gift is returned and needs to be re-directed or re-delivered, you will incur additional delivery fees. If you have given the incorrect information and the gift has been delivered and left at the door, we will not be able to recover the item and a new order will need to be placed incurring full replacement costs.
A note for our customers ordering from overseas
Australia is a very large country. If you’re not sure how long a gift will take or which category it falls into for delivery please contact our customer service: info@thebasketcase.com.au to give you assistance.
Delivery Terms
The Complete Basketcase is not responsible for the gift delivery. The Complete Basketcase uses reputable contract couriers StarTrack, Xpress and Australia Post. Whilst every care is taken to ensure accurate and safe delivery, we cannot guarantee unforeseen circumstances, such as theft, damage, network delays or incorrect sorting. We do everything in our power to ensure your gifts arrive as per your desired delivery date however any late arrivals are out of our control. Further information about deliveries can be found in our Delivery Policy.
Christmas Deliveries
Christmas is a very busy period. The normal time frames do NOT apply. Please allow 3-4 BUSINESS days for orders to be shipped. You must then allow delivery times on top of this.
We ask that you order as early as possible and have patience as we make and ship your gift.
Hospital Deliveries
Your responsibilities:
- Ensure your recipient will still be an inpatient at the time of delivery. We do not recommend sending a gift to an interstate hospital with the free shipping option as your recipient may be discharged by the time it arrives and they will not accept the package which incurs redelivery fees.
- Find out where your recipient is located in the hospital eg. Building, ward, bed. Extra information can be added to the “Instructions to the Basketcase Team” box in the cart.
- Let us know immediately if you find out that your recipient is being discharged so we can attempt a redirection to their home. (Redirection fees are applicable)
Please note that we use StarTrack and Australia Post to send gifts to interstate and regional Victorian hospitals, this means that the gifts are often delivered to loading docks and can take some time to be delivered to the patient. We track all items but implore you to keep an eye on your tracking too so you can check with your recipient if they received their gift.
Specific Delivery Dates & Times
We do our best to accommodate desired delivery dates, however please choose the appropriate freight option (express, same day, or free shipping) and please note delivery time frames. The date you put as your desired delivery date does not automatically choose the correct freight option, you must do this manually in the checkout. We are unable to guarantee delivery dates when sending with Australia Post and StarTrack, even if you pay for express shipping.
If you know your recipients will not be home from or to a certain date (eg. Going on holiday) please make this known in the “Instructions to the Basketcase Team” box in the cart.
If you need something delivered by a certain time, we will try and help, however, we are not responsible for any delays. The couriers will generally estimate delivery between 8.30am to 6.00pm on business days only.
If you are ordering a same day delivery, it is NOT delivered before 1pm. 1PM is our same day dispatch cut off not the delivery time.
We do not offer Saturday, Sunday or Public Holiday deliveries.
Post Offices
Gifts will be taken to a local Post Office if the driver is unable to leave the package safely or access the property. We will advise your recipient as soon as possible to let them know if their gift is awaiting collection. Australia Post and StarTrack drivers will not call your recipient upon arrival. The Complete Basketcase will not tolerate abuse or strong language if a gift is sent to a Post Office for collection.
Product Information
All items advertised on The Complete Basketcase website are in stock unless otherwise stated.
Quality and Availability
The Complete Basketcase Group only use quality products, we also reserve the right to substitute products that may be unavailable or out of stock, but guarantees the replacement item will be to equal or greater value than the original item.
Fruit Gifts
Fruit is purchased fresh each day and gifts are made to order. Fruit choices are made by the discretion of the team and take into consideration season, quality of fruit and occasion, therefore fruit selections can change on a daily basis. If you require specific fruit, please contact our customer service team.
Fruit gifts sent interstate are packed with ice packs and a protective sleeve is put around each piece of fruit to keep the gift fresh and presentable. We rarely send fruit gifts over the weekend as they will be stuck in a depot for two days which could compromise the freshness of the gift. We strongly recommend selecting the express option if you are sending fruit interstate. If a fruit gift is taken to the post office following an unsuccessful delivery attempt we will get in contact with your recipient to ask them to pick it up urgently.
Bulk Orders
This facility is available to customers who have more than 8 orders to be delivered to various addresses, it is an online order form that you fill in, once filled in and submitted you will get an invoice for the gift baskets, our team will contact you regarding payment prior to shipping the gifts. Once you have paid, all gift baskets will be shipped out and you will be notified of the tracking numbers, however, we will track all your gifts and advise once delivered.
Cancellation/Returns/Refunds Policy
Please see our Refunds and Returns Policy.
Discount Codes
We regularly send discount codes to our mailing list. These discounts are intended for use by customers processing orders themselves on our website. Orders made over the phone and bulk orders are not applicable. Discount codes will not be honoured after placing an order.
Warning
Liquor must be delivered to a person aged 18 or over. The licensee will ensure delivery arrangements are made, including requiring evidence of age where appropriate. If you are sending alcohol to an address that our couriers cannot leave at the door, your recipient will receive a calling card to pick up from the post office.
The information contained on the website is provided by The Complete Basketcase in good faith. To the best of The Complete Basketcase’s knowledge, the information is accurate and current. However, The Complete Basketcase officers and employees do not make any representation or warranty as to the accuracy or completeness of the information.