FAQ

Ordering

  • How do I place an order?
  • Can I place an order on your website without creating an account?
  • When can I place an order?
  • Can I place an order that is required in under 48hrs?
  • What is the minimum order amount?
  • I'm not sure what to order, can you help?
  • Can I alter my order?
  • How do I cancel my order?
  • Do you cater events over weekends?

How do I place an order?

You can place an order either by:

1) Using our 'Click and Drop' selection on our website- This is better suited to smaller groups or those wanting more flexibility in food selection and who would like to mix and match options. Orders need to be placed at a minimum of 48hrs prior to requirement (for Monday orders we must have received on the Friday prior). Payment is required via the website upon order for this option.

2) Navigating to our Corporate & Event catering page where you will be able to download our menu and an order form. This order form, once completed can then be emailed to feedme@hearttoharvest.com.au . Orders must be sent through at a minimum of 48hrs prior to requirement (for Monday orders we must have received on the Friday prior). Upon confirmation of your order an invoice will be raised and sent through to your email address. Payment is required 24hrs prior to catering requirement unless you have an account and payment terms with Heart to Harvest Catering Pty Ltd. Please note that orders emailed through are not confirmed until you receive an email or phone call by return to confirm your order.

Can I place an order on your website without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.hearttoharvest.com.au/account/register and follow the instructions on-screen.

When can I place an order?

Anytime! Just be sure to have your order to us at least 48 hrs prior to your requirement (Monday orders must be in my Friday morning). We will respond to order requests during business hours by either phone or email to confirm your order. 

Can I place an order that is required in under 48hrs?

Please contact as soon as possible with your request and we will endeavour to work with you! Generally, we are still able to provide catering (subject to numbers and notice period) we just might not have the exact items you are wanting in stock. When this happens might be able to offer a super tasty alternative that will still satiate the hungriest of bellies!

What is the minimum order amount?

There is no minimum order amount, however for orders under $75 there will be an additional delivery fee of $25 payable for all locations within a 30km radius of Brisbane CBD or an extended delivery fee for those delivery locations that fall outside of this radius. 

I'm not sure what to order, can you help?

Absolutely! We are always more than happy to lend our advice on what options might suit best dependant on your numbers and requirements. Please email us on feedme@hearttoharvest.com.au and let us know: 

  • How many people you are catering for 
  • When and where your event is 
  • What meals you are wanting to provide (Morning Tea, Lunch etc) 
  • Any dietary requirements (Gluten Free, Dairy Free, Vegan, Halal etc)
  • If you have a set budget

Once we have all that information, we will come back to you with some delicious options! 

Can I alter my order?

Most change and alterations that are requested at least 48hrs prior to order delivery (Friday for a Monday order) should be no problem to incorporate. For requests made within 48hrs prior to order delivery, we will do our upmost to fulfill however we provide no guarantee as it will ultimately depend on our stock levels and what we have on hand. Please email us on feedme@hearttoharvest.com.au with any alterations as soon as they are known.

How do I cancel my order?

Orders under $300 cancelled at a minimum of 48 hours prior to order delivery time will receive a full refund minus a $25 administration fee. Orders over $300 cancelled outside of 48 hours prior to order delivery time will receive a refund minus a 20% fee (administration and purchased stock). All orders cancelled within 48hrs prior to delivery time will incur a charge of 75% of the total amount payable for the order. 

Please email feedme@hearttoharvest.com.au with all cancellation requests. 

Do you cater events over weekends?

As we specialise in corporate catering our general hours of operation are Monday- Friday, however if you have a large corporate catering requirement over a weekend, please contact us for a quote.


For all other weekend catering requirements including gatherings, parties, cocktail events or even an intimate cheese platter we can have our sister company, Charcuterie & Co. gladly cater to you- visit their website here at www.charcuterieandco.com

Food & Presentation

  • What dietary considerations can you cater to?
  • How will my catering be presented?
  • Can you provide disposable cutlery, napkins?
  • Is your packaging environmentally conscientious?
  • What temperature will my food be delivered at?
  • My order has arrived but it’s not as I expected. What can I do?

What dietary considerations can you cater to?

We pride ourselves on being able to provide tasty options for everyone, no matter what their individual dietary requirement might be. The ability to do this is what sets us apart from the pack. So go on! Tell us our parameters and let us not only accommodate you but incorporate your requirement into the menu selection. We promise your days of feeling like that kid with the packed lunch when everyone else has tuckshop goodies are now long behind you!   

How will my catering be presented?

We love the concept of sharing a meal and this is carried over into how our food is presented. Food is the greatest equaliser and having it served in a share style manner not only means everyone can hand select what they want, it also means they can strike up a conversation with their neighbour whilst doing so. We think that’s pretty great. 

That being said, we are also mindful that sometimes a share style is just not logistically the best choice, so we also provide an option for everything to be packaged up individually. Perfect for those who just need a grab and go breakfast/ lunch/ snack.  

Can you provide disposable cutlery, napkins?

Sure can! Here at H2H HQ we have disposable cutlery sets which come with a napkin. Just let us know if required and we will be sure to include with your order. 

Is your packaging environmentally conscientious?

The future of the planet and of all the generations to come is something that should be important to all of us. With this in mind, we do all we can to ensure that our packaging is not only minimal but also environmentally friendly.  

What temperature will my food be delivered at?

All our food is designed to be served cold and as such is delivered refrigerated. If you do have a preference for hot food with a hot delivery, please let us know as we would be happy to quote you on this service. 

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives, and it is not as expected, please:

- Let your delivery driver know immediately, they will be able to communicate with the kitchen and hopefully resolve the issue there and then OR
- Take a photo of the product and email us on feedme@hearttoharvest.com.au with the details so we can assess what has occurred and provide a suitable solution/ outcome. 

Delivery

  • How is your delivery fee calculated?
  • When will I recieve my order?
  • Can I track my order?

How is your delivery fee calculated?

  • CBD $30.00
  • 0-20km (non- CBD) $30.00
  • 20 - 30km $45.00
  • 30km + $50 + $1.00 per km
  • Express Courier $100.00 (required for specific delivery times after 12.00pm or when ordered within 48 hour period, must be booked by 4pm the previous day)
  • Warm Delivery - Email for a specific quote

For an accurate quote, inclusive of delivery, please email us at feedme@hearttoharvest.com.au

When will I recieve my order?

We have two standard delivery blocks to choose from, 

Between 7.00am- 9.00am OR 9.00am- 11.00am, Your order will be delivered in the most appropriate time slot dependant on the start time of your event. 

If you require delivery outside of these times or at a specific time, please let us know when you place your order and one of our team members will be in touch to confirm timing for your delivery. 

Can I track my order?

Unfortunately, we don’t have tracking capabilities, yet! It is something we are working towards though.   

Payment

  • What payment methods do you accept?
  • What happens if I require a refund?
  • Are we apply for a corporate account and trading terms with Heart to Harvest?

What payment methods do you accept?

If you have ordered via our 'Click and Drop' page on our website, we accept the following credit cards: MasterCard, Visa and American Express. 

For orders placed via email or on your account, we will send you an invoice which can then be settled via direct EFT or online via XERO where we accept the following credit cards: MasterCard, Visa and American Express. 

If you have any issues at all with payment, please contact us at feedme@hearttoharvest.com.au

What happens if I require a refund?

If you require a refund due to cancellation, please send through your bank account details to feedme@hearttoharvest.com.au along with the details of your order. We will aim to process your refund within 2 working days. 

Are we apply for a corporate account and trading terms with Heart to Harvest?

If you are loving having us as your preferred catering company but you require some more time to process your invoices, please let us know! We can set you up with a corporate account with agreed upon payment terms to make it a bit easier on your accounts department. 

COVID and Government Related Lock Downs

  • What will happen if my event needs to be cancelled due to government sanctioned lock down?

What will happen if my event needs to be cancelled due to government sanctioned lock down?

We are living in crazy times, and they have made our appreciation for our amazing customers all the greater. We wouldn’t be where we are today without their support so it’s only right that we support them in return when the government springs a last-minute lock down and squashes their event plans. 

If cancellation is due to a government mandated lockdown, please email feedme@hearttoharvest.com.au to arrange a resolution. We understand that Covid-related cancellations require immediate response, and this does not always reflect in our current cancellation policy. In these situations, we will consider each order individually to determine a resolution that is the most appropriate for both parties.