At Underground Chef, we want your order to arrive safely and in good condition. Please read the information below before placing your order.
We currently ship eligible products within Australia.
Shipping costs are calculated at checkout unless otherwise stated.
Our standard shipping policy is:
Some products may have specific delivery restrictions due to size, weight, temperature sensitivity, supplier availability, or location.
We aim to pack and dispatch orders as quickly as possible.
Dispatch times may vary during weekends, public holidays, supplier delays, high-volume periods, or circumstances outside our control.
Once your order has been dispatched, you may receive tracking details where available.
Delivery timeframes vary depending on your location and the carrier.
We do our best to use reliable delivery options, but delivery delays can occur once an order has left us. These delays may be caused by couriers, Australia Post, weather events, regional access, public holidays, or other circumstances outside our control.
Please check your delivery address, email address, and phone number carefully before placing your order.
If incorrect or incomplete delivery details are provided, your order may be delayed, returned, or unable to be delivered.
If you notice an error after placing your order, please contact us straight away. We will do our best to assist, but we cannot guarantee changes can be made once an order has been processed or dispatched.
If your order arrives damaged, broken, faulty, incorrect, or not as described, please contact us as soon as possible.
Please include:
Please keep the item and packaging until we have reviewed the issue.
Once we have assessed the matter, we will work with you on an appropriate solution. Depending on the circumstances, this may include a replacement, refund, repair, store credit, or another remedy in line with Australian Consumer Law.
We do not offer returns or refunds for change of mind.
This includes situations where you have changed your mind, ordered the wrong item, found the item cheaper elsewhere, no longer need the item, or decided the product is not suitable after purchase.
Please choose carefully before placing your order. If you have questions about a product, please contact us before purchasing.
For safety and quality reasons, we generally cannot accept returns of food products unless there is a genuine issue with the product, such as damage, fault, incorrect supply, or a product not matching its description.
Please check all food items on arrival and contact us straight away if there is a problem.
Nothing in this policy limits your rights under Australian Consumer Law.
If a product has a major problem, is unsafe, faulty, not as described, or fails to meet a consumer guarantee, you may be entitled to a remedy under Australian Consumer Law.
If there is an issue with your order, please contact us as soon as possible:
Underground Chef
Email: orders@theundergroundchefskitchen.com.au
Underground Chef is designed to fit into real life, not take it over. You can start gently, explore at your own pace, and choose the level of guidance that feels right for you.
There’s no pressure to commit and no long-term lock-in. Just thoughtful support, clear guidance, and a way of cooking that works around how you live today.
