Delivery

We use Australia Post for all of our deliveries. If you would like another delivery provider please contact us to arrange a quote. Please note that all of our orders (except pre-orders) go into the same queue and will be made in the order that we received them in. Choosing Express shipping does not mean that your order will be made faster, but it does mean that we will use Express post as the shipping method so you will receive your parcel faster, after we have shipped it out. We also cannot guarantee delivery by a certain date, even if it is requested. We will of course do our best but to guarantee delivery by a date is impossible due to many variables such as staffing, shipping times, and delivery schedules.

Within Australia

We ship Australia-wide. Shipping is charged at a flat rate of $10 for Regular shipping and $15 for Express shipping. We recommend that you choose Express shipping as this reduces the time in transit and there are less delays with the Express network than with regular post.

See below for the delivery delivery times we have been quoted by Australia Post. Please note that there may be delays with post due to Covid

State Express Post Standard Post
ACT  2-3 Business Days approx.  2-5 Business Days approx.
NSW  1-2 Business Days approx.  3-5 Business Days approx.
NT 4-7 Business Days approx. 7-11 Business Days approx.
QLD  1-4 Business Days approx.  3-6 Business Days approx.
SA 2-4 Business Days approx. 5-7 Business Days approx.
TAS 2-4 Business Days approx. 5-8 Business Days approx.
VIC 2-4 Business Days approx. 4-7 Business Days approx.
WA 3-6 Business Days approx. 8-11 Business Days approx.

 

International

Please see below for approximate delivery times for each country we currently ship to. If you don’t see your country below please get in touch for a custom shipping quote

Country Express Post Standard Post
Austria 6-12 Business Days approx. 10-15 Business Days approx.
Bahrain 6-10 Business Days approx. Suspended
Belgium 10-15 Business Days approx. 15-20 Business Days approx.
Brazil 10-15 Business Days approx. Suspended
Canada 6-11 Business Days approx. 11-15 Business Days approx.
Chile 8-18 Business Days approx. Suspended/td>
Costa Rica/td> 8-18 Business Days approx. Suspended
Croatia 7-10 Business Days approx. 10-15 Business Days approx.
Cyprus 8-18 Business Days approx. Suspended
Czech Republic 6-12 Business Days approx. 10-15 Business Days approx.
Denmark Unavailable 11-17 Business Days approx.
Estonia 6-10 Business Days approx. 8-12 Business Days approx.
Fiji 5-10 Business Days approx. 10-15 Business Days approx.
Finland 10-15 Business Days approx. 15-20 Business Days approx.
France 6-10 Business Days approx. 8-12 Business Days approx.
Germany 7-12 Business Days approx. 15-20 Business Days approx.
Greece 8-12 Business Days approx. 10-18 Business Days approx.
Guam Suspended 10-18 Business Days approx.
Hong Kong 5-10 Business Days approx. 10-15 Business Days approx.
Hungary 5-11 Business Days approx. 11-15 Business Days approx.
Iceland 6-10 Business Days approx. 10-18 Business Days approx.
India Suspended 8-12 Business Days approx.
Indonesia 8-12 Business Days approx. 10-18 Business Days approx.
Ireland 7-12 Business Days approx. 10-15 Business Days approx.
Israel 8-18 Business Days approx. N/A
Italy 6-10 Business Days approx. 8-12 Business Days approx.
Japan 5-10 Business Days approx. 10-15 Business Days approx.
Kuwait 8-18 Business Days approx. Suspended
Macao 5-10 Business Days approx. 5-15 Business Days approx.
Malaysia 5-12 Business Days approx. 12-20 Business Days approx.
Mexico 8-18 Business Days approx. N/A
Netherlands 8-12 Business Days approx. 10-18 Business Days approx.
New Caledonia 3-11 Business Days approx. 8-15 Business Days approx.
New Zealand 4-8 Business Days approx. 8-12 Business Days approx.
Norway 15-20 Business Days approx. Unavailable
Phillipines 5-10 Business Days approx. 10-15 Business Days approx.
Poland 6-10 Business Days approx. 8-12 Business Days approx.
Portugal 5-10 Business Days approx. 10-15 Business Days approx.
Puerto Rico 8-18 Business Days approx. N/A
Qatar 5-10 Business Days approx. 8-12 Business Days approx.
Saudi Arabia 10-15 Business Days approx. 15-20 Business Days approx.
Serbia 10-15 Business Days approx. 15-20 Business Days approx.
Singapore 2-5 Business Days approx. 5-10 Business Days approx.
South Africa 8-18 Business Days approx. N/A
South Korea 5-10 Business Days approx. Unavailable
Spain 8-18 Business Days approx. 10-20 Business Days approx.
Sweden 10-15 Business Days approx. Unavailable
Switzerland 10-15 Business Days approx. Unavailable
Thailand 4-8 Business Days approx. 8-12 Business Days approx.
Turkey 6-15 Business Days approx. 10-15 Business Days approx.
United Arab Emirates (UAE) 5-12 Business Days approx. 12-15 Business Days approx.
United Kingdom (UK) 7-14 Business Days approx. 10-18 Business Days approx.
United States (US) 5-8 Business Days approx. 9-12 Business Days approx.
Vietnam (US) 6-10 Business Days approx. 10-18 Business Days approx.

 

The Marshmallow Co. Refunds Policy

Cancellations and refunds can only be granted prior to your order being dispatched. Once your order has been dispatched we cannot grant a refund for cancellation. 

Please note that change of mind returns/cancellations will incur a cancellation fee of 10%.

What is a change of mind refund? A change of mind refund includes all cancellation that are not due to faulty products being received. 

Please contact us on hello@themarshmallow.co or +61 435 214 310 to organise a cancellation. Please do not message us on Instagram or Facebook as these channels are not monitored.

 

Replacements

If your item arrives damaged please contact us immediately and provide photographic evidence of the damage. Each parcel is insured for its full value with Australia Post and therefore will be covered by insurance. As per Australia Post policies you will be required to take the damaged parcel to your local post office for inspection so that they will cover the item. Please note that any items that are thrown away, discarded of, eaten or are otherwise not available for inspection will not able to be covered.

 

Returns

– Perishable items cannot be returned for a refund due to change of mind after they have been delivered. Non-perishable items will be accepted, with return shipping to be paid by the customer.

– Please note that change of mind returns/cancellations will incur a cancellation fee of 10%.

– Please note that we cannot refund an order based on taste (i.e “I did not like the flavour”), taste is subjective and as a food product we cannot guarantee that everybody will like every flavour. We also cannot refund shipping due to delays

– Gift cards and other digital products are not able to be refunded once purchased.

– For refunds or replacements where an item is faulty, we require the original item to be returned so that we can investigate the fault

 

Delivery Issues

  • We use Australia Post to facilitate our parcel deliveries. If you are an international customer this will usually mean that your local post network will handle the delivery once the parcel is processed through customs – examples of this are USPS in the US and Royal Mail in the UK. 
  • Please enter and check your shipping address carefully as once the parcel is shipped we cannot change the address.
  • The Marshmallow Co. is not liable for parcels that go missing in the post, are delivered to the wrong address, are not collected from the post office, or are returned to sender. We will make your marshmallows and ship them to the address you have provided, we will also provide tracking information. It is the customers responsibility to monitor the tracking and to contact their local post office with any enquiries.
  • In cases where a delivery is returned to sender, we cannot re-send your parcel to you due to the shelf life of the products, however if the item is able to be re-sent, the customer will be required to cover the additional cost to re-send the parcel
  • The Marshmallow Co. cannot guarantee delivery by a particular date or time, especially with international orders and are not liable for orders that arrive after your event or date you require the parcel. There are too many variables involved in the shipping process for us to guarantee delivery dates.

How to contact about an order or delivery

Please contact us on hello@themarshmallow.co or call on +61 435 214 310. Please do not message us on Instagram or Facebook as these channels are not monitored.

 

FAQs

How long will I take to receive the refunded money?

We will process the refund within 24 hours. Depending on your bank it may take up to 5 days for you to receive the money

 

Can I swap items in my order before you ship it out?

You can swap items in your order by contacting us as quickly as possible after placing your order. The longer that you leave it the more likely that we have made and packed your order already and wouldn’t be able to change the order.