Frequently Asked Questions (FAQ's)
How do I order food?
You can place all your orders by either email (firstname.lastname@example.org) or phoning us (Denise on 0414 400 039). If you are ordering take-home meals, you are able to order them via our online shop.
Whenever an order is placed, you will receive a booking confirmation email. If you do not receive a booking confirmation it means we have not yet processed your order.
When is the latest I can place an order for meals?
Our normal delivery days are in the afternoons from Monday to Friday.
Orders placed by noon on any business day will be delivered in the afternoon of the following business day.
If you have an urgent request, please contact us and we will do our best to accommodate your request.
How are your products priced?
The ready-made meals in our Online Shop are priced per item. However, for our Finger Food menus and Functions menus, the pricing is determined by the size of the job and can be priced either on “per dozen” basis or “per head” basis.
How can I pay for my food?
The ready-made meals in our Online Shop are paid when completing the online transaction. You can pay by either credit card and PayPal.
For the Finger Food and Functions menus, we require a 30% deposit once we have agreed the scope and value of the menu for the function; payment in full is required on the day of the function. For our corporate customers who have approved Account Application, we will send you an invoice and our payment terms are 7 days from the date of invoice (which will be dated the day of the delivery of the food).
What is the delivery fee?
Delivery is $10 for metropolitan Melbourne. However, if your order is greater than $100 in value and you live in our free delivery area, then we will deliver to your home for no charge. To see if you live in a free delivery area, check below.
Is there a minimum order value for delivery?
We have a minimum order value of $100 for free delivery in inner Melbourne. For all orders under $100 in value, we charge a $10 delivery fee.
Where do you deliver?
We deliver our take-home meals for free within the St Kilda/Brighton area. Any area within Melbourne but outside of the suburbs below will incur a $10 delivery fee. We do not deliver outside of Melbourne.
Our free delivery suburb list is:
- Albert Park 3206
- Armadale 3143
- Balaclava 3183
- Beamaris 3193
- Bentleigh 3165
- Black Rock 3193
- Brighton 3186
- Brighton East 3187
- Caulfield 3162
- Caulfield East 3145
- Caulfield North 3161
- Cheltenham 3192
- Elsternwick 3185
- Elwood 3184
- Hampton 3188
- Hampton East 3188
- Highett 3190
- Hughesdale 3166
- Gardenvale 3185
- Glen Huntly 3163
- Malvern 3144
- Malvern East 3145
- McKinnon 3204
- Mentone 3194
- Middle Park 3206
- North Melbourne 3051
- Ormond 3204
- Parkville 3052
- Port Melbourne 3207
- Prahran 3181
- Richmond 3121
- Ripponlea 3185
- Sandringham 3191
- South Melbourne 3205
- Southbank 3006
- South Wharf 3006
- South Yarra 3141
- St Kilda 3182
- St Kilda East 3183
- St Kilda Road 3004
- St Kilda West 3182
- Toorak 3142
- West Melbourne 3003
- Windsor 3181
Can I choose my delivery day?
We make our deliveries on business days in the afternoon – Monday to Friday.
Can I change my delivery day?
We understand that unexpected things come along which may mean you can't be home on the agreed delivery date. If that is the case, please give us a call and we will try to accommodate your new preference.
What if I am not at home when you make the delivery?
If you are not at home, we will leave the delivery at your front door if it is safe to do so. We will record the time it was left on the delivery. It will be left inside an insulated box.
Can I request a specific delivery time?
Unfortunately, it is not possible to give you an exact delivery time. Our delivery window is normally between noon and 5.00pm, but the exact time of any delivery is dependent on the number/location of the jobs that day.
Why has my order not been delivered?
On rare occasions, the deliveries may take longer than we expect. If that is the case, we will try to contact you to apologise and advise of the delay to your delivery.
Can I collect my order from you?
Avoca Catering operates from multiple commercial premises – we do not have a retail front. If you would prefer to collect your food, please contact us to make suitable arrangements.
How are the meals delivered?
Meals are placed in vacuum-sealed plastic bags at our kitchen. They are then delivered to you in either brown paper bags or cardboard boxes, depending on the size of your order. Meals that are left at your doorstep are left in returnable chiller boxes.
Are the meals fresh or frozen?
All our meals are frozen unless you have made arrangements for a fresh delivery. If you choose a fresh meal, you should consume eat within three days of delivery (of course you can freeze it for later consumption as well).
How do you ensure my food stays at the correct temperature during delivery?
We use a variety of equipment to help ensure your delivery arrives at the correct temperature (whether frozen, cold or warm). We have insulated bags and boxes to ensure food remains in a safe condition.
Do you cater for food allergies?
Yes, we can cater to all food preferences. Our menus are marked as Vegetarian (V), Vegan (Veg), or Gluten-Free (GF). In other food allergies/intolerances can be discussed with us.
All special dietary requests are labelled accordingly for easy identification.
How can I cancel my order?
If you need to cancel your take-home meals order, please send us an email to email@example.com and we will cancel your order. Cancellations must be made by 3.00pm on the day prior to delivery. Cancellations after 3pm for the next day delivery will incur a charge of 50% of the value of the order.
For other catering events requiring our Finger Food or Functions menus, our cancellation policy will be discussed with you when finalising your quotation. Typically, we would require at least 3 business day’s notice if you need to cancel an event.