Delivery & Returns
Easter Orders - Please note that our Easter order cut-off was Friday 8th March. The Easter range is still available to order up until Easter 😊
Processing Time (Marshmallow Making)
All of our marshmallows are handmade and this can take some time. Our regular processing times are 3-10 business days. During busy periods such as Easter, Christmas, etc processing times can be 10+ business days. Our team work as fast as they can to get your orders made and shipped as quickly as possible (we hate to make you wait!).
Delivery
We use Australia Post for all of our deliveries, if you are located outside of Australia this means that your order will be delivered through your local postal carrier (USPS, Royal Mail, Canada Post, etc). 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. |
Ordering to a hotel while on vacation in Australia
While we do allow orders to hotels, we advise that there is risk associated with these orders. As mentioned above, our processing times can be up to 10 business days and then there can be variances in the shipping times within Australia (which we can't control unfortunately). We recommend that if you are ordering to a hotel you do the following:
- Contact the hotel to ensure that they allow packages to be delivered for guests. Also check whether they can hold the package for you if it arrives before you check in
- Order with plenty of time in advance and choose Express shipping to reduce shipping delays
- Double check the delivery address for the hotel and make sure that the recipient information is clear
Please note that we can not guarantee delivery by certain dates and cannot guarantee that your package will be delivered to you when staying at a hotel, placing an order like this is at your own risk. We will do our best to assist you to receive your marshmallows. We cannot offer refunds or replacements if your package does not arrive by a particular date.
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 |
| Brunei | 6-10 Business Days approx. | 10-18 Business Days approx. |
| Canada | 6-11 Business Days approx. | 11-15 Business Days approx. |
| Chile | 8-18 Business Days approx. | Suspended |
| Costa Rica | 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 | 6-10 Business Days approx. | 8-12 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 |
| Latvia | 6-10 Business Days approx. | 8-12 Business Days approx./td> |
| Lithuania | 8-12 Business Days approx. | Suspended |
| Luxembourg | 6-10 Business Days approx. | Suspended |
| Mauritius | 8-18 Business Days approx. | Unavailable |
| 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 |
| Pakistan | 8-18 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 |
| Romania | 8-12 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. |
| Slovakia | 8-12 Business Days approx. | 12-18 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 |
| Taiwan | 4-8 Business Days approx. | 8-12 Business Days approx. |
| Thailand | 4-8 Business Days approx. | 8-12 Business Days approx. |
| Trinidad and Tobago | 8-12 Business Days approx. | Suspended |
| 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. Returns 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 we require cancellation requests 3 business days before the order is dispatched, otherwise we can't guarantee that your order has not already been processed.
We recommend contacting via phone for anything urgent such as cancellations.
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%.
- 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 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, have the address entered incorrectly, 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 usually 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. is not liable for parcels that are damaged in transit. We do our best to package orders with care and the necessary protection but due to the Postal network being out of our control we cannot guarantee that items will arrive in the condition they were in when they were dispatched. For any damaged items, the customer will be required to contact their local postal company and resolve this directly with them.
- 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.