If you need to modify or cancel your order, email us at customerservice@puredesi.shop as soon as possible. We prepare orders fresh, so changes can only be accommodated before production begins. Once your order is in preparation, we may not be able to make changes. Include your order number in the subject line so we can act quickly.

Yes. Select "Store Pickup" on the cart page before checkout and choose your preferred location and time slot. You will receive a confirmation email when your order is ready for collection. Please bring your order confirmation with you.

For standard orders, we recommend placing your order at least 3-5 days in advance. For large or custom orders (weddings, corporate gifting, Diwali, Eid), we recommend at least 7-10 days lead time. During peak festive periods, demand is high and delivery slots fill quickly, so the earlier you order, the better.

If you are ordering for a specific event, select a delivery date that is at least 2-3 business days before your event to allow for any delivery delays outside of our control.

Yes. We deliver across Australia. Delivery is handled by refrigerated or insulated couriers depending on your location and order contents. If you have any questions about delivery to your area, contact us at customerservice@puredesi.shop.

The delivery date you select at checkout is your preferred date, and we do our best to meet it. However, delivery timing depends on courier schedules and your location. Metro areas are generally delivered within the expected window. Regional and interstate orders may take an additional 1-2 business days. If there is a delay, we will contact you.

For time-sensitive orders (events, celebrations), we recommend selecting a delivery date at least 2-3 business days before you need the sweets.

Once your order is dispatched, you will receive a shipping confirmation email with a tracking link. If you have not received this email, check your spam folder first, then contact us at customerservice@puredesi.shop with your order number and we will provide an update.

All orders are packed in food-safe, protective packaging with insulation and sub-zero gel packs to maintain freshness during transit. Gift boxes and hampers are presented ready to give. If you have specific packaging concerns, mention it in the order notes at checkout and our team will take extra care.

Yes. Use the order notes field on the cart page to include your message and we will add a handwritten or printed gift note to your order. Please include the exact wording you would like. This is available for both delivery and pickup orders at no extra charge.

All orders include a packing slip that lists only the products received - no pricing or total amount is shown. If you would like us to exclude the packing slip entirely, mention this in the order notes on the cart page before checkout.

Yes. We now have a "Create Your Own Gift Box" range available on our website, which lets you build a custom selection directly at checkout. If you need something beyond what is available online, note your preferred sweets and quantities in the order notes at checkout, or email us at customerservice@puredesi.shop before placing your order. Custom boxes are especially popular for weddings, corporate gifting, and festive occasions.

Yes. We provide curated gifting boxes, platters, and hampers for weddings, engagements, baby showers, Diwali, Eid, corporate events, and any occasion that calls for something special. For bulk or corporate enquiries, email us at customerservice@puredesi.shop with the occasion, approximate guest count, your preferred sweets, and your event date. We will work with you to tailor something that fits.

Every order is prepared fresh specifically for your delivery or pickup date. We do not use preservatives. Our sweets are handcrafted in small batches using traditional methods and premium ingredients, so what arrives at your door is as close to the kitchen as possible. If you are ordering for a specific event, let us know the date in your order notes and we will time production accordingly.

Because we use no preservatives, we recommend refrigerating sweets immediately upon delivery to maintain freshness. Dry sweets like Barfi and Ladoo keep well for up to 1-2 weeks refrigerated. Syrup-based sweets like Gulab Jamun and Rasgulla are best consumed within 5-7 days refrigerated. Always check the specific product label for guidance.

For the best experience, allow refrigerated sweets to come to room temperature for 10-15 minutes before serving.

All Pure Desi products are 100% vegetarian and egg-free. Many of our sweets contain dairy (milk, ghee, khoya) and tree nuts (pistachios, cashews, almonds). Some products contain gluten (specifically items with flour-based components like Gujiya or bakery items). Our kitchen handles all of these ingredients, so we cannot guarantee a completely allergen-free environment.

If you have a specific allergy, contact us at customerservice@puredesi.shop with the product name and we will confirm the ingredients for you. If you need pistachio or other nut toppings removed from a specific item, mention it in your order notes and we will accommodate where possible.

We do offer gluten-free and vegan options. Please note that all products are prepared in a shared kitchen environment and may contain traces.

Gluten-free options:
Pista Burfi, Khoya Burfi, Almond Burfi, Plain Burfi, Roasted Burfi, Kesar Pista Burfi, Mango Burfi, Chocolate Burfi, Pista Coconut Burfi, Rose Coconut Burfi, Cassata Burfi, Besan Burfi, Plain Peda, Mathura Peda, Kesar Peda, Kalakand, Milk Cake, Kaju Katli, Kaju Pista Roll, Kaju Samosa, Kaju Jalebi, Rose Badaam Ladoo, Roasted Dry Fruit Burfi, Besan Ladoo, Orange Motichoor Ladoo.

Vegan options:
Kaju Katli, Kaju Jalebi, Kaju Pista Roll, Kaju Samosa, Roasted Dry Fruit Burfi, Rose Badaam Ladoo.

We do not currently offer dairy-free sweets beyond our vegan range, as dairy (milk, ghee, khoya) is a core ingredient in traditional Indian mithai. For specific product ingredients, contact us at customerservice@puredesi.shop.

Pure Desi has four locations across Australia:

• Sydney (Arndell Park): Unit 6, McCormack Street, Arndell Park, NSW 2148
• Sydney (Kellyville): 5/29-31 Windsor Road, Kellyville, NSW 2155
• Melbourne (Campbellfield): 2/63 Premier Drive, Campbellfield, VIC 3061
• Brisbane (Woodridge): Unit 7/149-151 North Road, Woodridge, QLD 4114

Store hours for each location are displayed in the footer of our website.

Yes. Our stores offer a range of hot food items in addition to our sweets. Visit your nearest Pure Desi location to see the current menu, or contact us at customerservice@puredesi.shop for details.

All online orders receive an order confirmation email with a full breakdown of your order. If you need a formal tax invoice for a corporate or business purchase, email us at customerservice@puredesi.shop with your order number and we will send it through.

If your order has arrived damaged, contains the wrong items, or does not meet the standard you expected, contact us immediately at customerservice@puredesi.shop. Include your order number, a photo of the issue, and a brief description of what went wrong. We take every quality concern seriously and will work to resolve the issue as quickly as possible.

The fastest way to reach us is to call your nearest store directly:

• Sydney (Arndell Park)
• Sydney (Kellyville)
• Melbourne (Campbellfield)
• Brisbane (Woodridge)

You can also email us at customerservice@puredesi.shop, use the contact form on our website, or visit any of our stores during opening hours. If your enquiry relates to an existing order, please include your order number.