Frequently Asked Questions

For nearly 160 years, Arnott's has been baking some of Australia's most iconic biscuits and crackers. Sometimes we have to make the difficult decision with our retail partners on the products we continue to produce at our bakeries around Australia and sell on supermarket shelves. With the changing tastes and preferences of our Australian consumers, we have retired the production of Arnott's Custard Creams.

Arnott’s ANZ uses environmentally sustainable palm oil in the baking of Arnott's biscuits. We are proudly committed to sustainable palm oil sourcing and are an active member and certificate holder of the Roundtable on Sustainable Palm Oil (RSPO). Click on the following link to read our Palm oil statement. https://assets.ctfassets.net/qifm0zg3y057/2XnHSEUh0gDvkbyzY1WFsu/d3647e2170e317b93bc709b96ced7495/Arnotts_Biscuits_Palm_Oil_Statement_Jan_2024.pdf

The Arnott’s Group includes any allergens in the ingredients list on the product label and complies with the requirements for ‘Plain English Allergen Labelling (PEAL) as set by the Australian New Zealand Food Standards (FSANZ) code, which requires that any product containing an allergen must be labelled as such. All allergens are clearly listed on each product's ingredient label, to allow consumers with allergies to check the information before purchasing a product. Allergens may vary from product to product. The Arnott’s Group labels list allergens in bold type in the ingredients list. A summary of allergens will also be displayed in bold type and start with the word.

People with allergies should always discuss this with their healthcare professionals in the first instance. Food labels use ‘may contain’ statements for allergens, such as ‘may contain gluten’ or in some cases ’made on equipment that also processes products containing gluten.’ This ensures that consumers are aware of traces of an allergen that may be present despite not being within the ingredient list. People with allergies should take precautionary action for products using ’may contain’ statements as there is an increased risk of the presence of allergens. This could be because the food has been made or packaged in an environment that is also processed or packaged with an allergen.

In the first instance please contact our customer experience team via email: consumer@arnotts.com to discuss your concerns. Unfortunately, unless the goods are faulty, incorrect, wrongly described, damaged or otherwise fail to meet a consumer guarantee, we don’t offer refunds or exchanges on any items. Refer to our Returns Policy for further details: www.arnotts.com/articles/misc/returns-policy

Free shipping is available for orders over AU$99. For all other orders, a flat rate shipping fee of AU$10 applies.

We dispatch goods promptly after receiving your order. Due to this we are unable to alter delivery addresses or ordered items after orders are placed.

If in the unfortunate event that your order arrives damaged, please reach out to our customer experience team with your concerns via email to consumer@arnotts.com. Please have your order number and details on hand to assist our team with investigating your order promptly and efficiently.

To have the best chance of arriving on time for Christmas, we recommend placing your order by 1 December 2022. Orders placed after that date but before 12 December 2022 may arrive by Christmas, but we can’t guarantee this.