Help Center

Yes we do!

We ship to all countries open to receiving mail from Australia.  Please note that we follow Australia Post guidelines which includes all restrictions based on any disruption caused by Covid and or other service interruptions.

See other FAQ's for shipping info and costs

DOMESTIC (Australia) 

- Standard letter mail:  up to 3 weeks 

- Standard Tracked mail: approx. 2 weeks 

- Express Tracked mail: approx. 1 week

INTERNATIONAL: 

- Standard letter mail: 4 to 6 weeks 

- Standard Tracked mail:  2 to 3 weeks

All delivery timeframes are based on Australia Post guidelines + postal services guidelines within each country and are subject to change

*Times above are an approximate and in a lot of cases we see orders arriving much sooner.  Please check Australia Post or your local postal services for an accurate delivery timeframe

**We cannot provide a delivery time frame for orders without tracked postage

Our standard processing time is 3 business days, however, we usually process faster.  This time will increase during sale or big release events.

To view the current processing time, please see our Home Page where it will be displayed in the top banner.

Please note business days are Monday to Friday.

Yes we do.  

*Please note that we DO NOT collect VAT / taxes*

All VAT, tax and custom duties will be payable by you when your order arrives.  We encourage you to check what the VAT / taxes and possible handling fees will be PRIOR to ordering.  

Each country has their own costs associated, and we do not have this information to provide to you.  We suggest you contact your local postal services and or customs authorities to acquire this information.

Your order total will reflect cost of items and shipping excluding any VAT / tax or handling duties.

See other FAQ's regarding further shipping info & costs

All orders are packaged in durable packaging within cellophane bags to protect your goodies from weather damage.  Should you wish to have as least plastic as possible, please leave a note at checkout. 

All items sent without cellophane will not be replaced or refunded due to damage caused by rain or other.

ALL PRICING IS IN ACCORDANCE WITH AUSTRALIA POST

*We pass on any business discounts we receive therefore our shipping costs are lower than rates available to the public

Discounted shipping rates:

DOMESTIC:  Free Standard Letter mail (untracked) - orders over AUD $10.00+

*DOMESTIC Tracked:  Orders over AUD $110.00 (after discounts) will receive FREE Standard Tracked shipping 

*US / CANADA Tracked:  Orders over AUD $125.00 (after discounts) will receive a HUGE discount for Standard Tracked shipping which starts from  approx: USD 7.00 (AUD $10.00) - actual cost starts at AUD $24.00+ as per Australia Post

*Max order value and or weight = AUD $250.00 / 250 grams

*OTHER INTERNATIONAL Tracked:  Depending on your location and weight of your order, discounted shipping prices will start from AUD $15.00 

Please note this is subject to change depending on product type / weight or during sale events.

Information of changes will be provided when applicable

DETAILS:

No code required, these special rates will automatically apply at checkout :)

Max order value / weight = AUD $250.00 or 250 grams (based on average weight and size of order)

Combining orders will not result in discounted shipping - all shipping is weight based

Free shipping and AUD $10.00 discounted shipping is applicable for orders up to 250g

Orders over 250g will receive discounted shipping at a different rate (subject to change)

 - Domestic = approx: AUD $12.00+

 - US / Canada = approx: AUD $15.00+

 - International = approx: AUD $15.00+

These are not regular Australia Post shipping costs - we have added a discount and prices are subject to change based on Australia Post price guidelines and increases and / or type of product being shipped

*Please note that certain items like notebooks, planners, glassware and cups do not fall into the discounted categories due to size and weight of products

All postage pricing is in accordance with Australia Post, where feasible, we pass on any discount we receive as a business - please visit www.AustraliaPost.com should you wish to review their pricing guidelines

Yes, if you have purchased tracked shipping we will provide you with a tracking number which you can follow until your order arrives.

We are unable to provide order shipment status / delivery status if you have not purchased tracked shipping.

As we rely on postal services to deliver orders, on rare occasions orders may be delayed or lost.  If your order is tracked, please first contact your local postal services to enquire.  Thereafter, please contact us after the below timeframes if you have not yet received your orders and we may be able to assist further.

DOMESTIC ORDERS (Australia):  Please contact us after 4 weeks from date of dispatch

INTERNATIONAL:  Please contact us after 6 weeks from date of dispatch

Please note that delivery timeframes are subject to change based on events and or postal services guidelines.  See Shipping Policies for more information, or your local provider source of information.

*NOTE:  We cannot replace or refund orders that do not have tracked shipping

We process orders in sequence of receiving them.

E.g.  An order is received at 7am and another order received at 9am - the order from 7am will be processed first.

Express Postage orders are not prioritised.  Express postage is a form of shipping and is an option available for you to receive your order as quickly as possible once we have shipped it.  All postage service durations are as per Australia Post guidelines.

Order processing times are updated on our homepage banner, but we will always do our best to ship your orders out as quickly as we can!

Note that tracking will update 24 to 48 hours after dispatch.

On rare occasions, orders may be damaged in transit - should your order arrive damaged, please contact us with clear photos and details of the damaged goods and we will do our best to assist.

Please check your delivery address and ensure it is correct. 

We are unable to redirect, refund, or replace goods once they are sent.  If we have made an error on your address, please contact us and we will assist.

Yes we can!

If you would like to place your order on hold, please send us an email with order details (We cannot pick up requests from order notes as your order will already be in process)

**We can hold up to 3 orders at one time for approximately 2 months before shipping (8 weeks)

To receive the Discounted tracked shipping, orders must comply with shipping policies for discounted rates - please see "How do I receive Free tracked shipping / Discounted tracked shipping" for more information

For multiple orders over 250g, a discounted shipping rate will be applied where applicable.  Combining orders does not automatically qualify for the discounted shipping rate as all shipping is weight based

Any shipping overages will be calculated and refunded to you once all orders are processed and dispatched with tracking number

Should the shipping cost of your combined orders equal to, or exceed shipping you have paid, there will not be any shipping overage refunds

Yes you can combine!  Please notify us by email if you have placed more than 1 order and would like to combine.  Once we have processed your orders and have dispatched, shipping overages will be refunded.  

*Shipping cost refunds are based on weight of parcel once all orders are processed and packed. Should your combined orders weigh more than 250g, the discounted shipping rate will change accordingly. 

If you are combining orders, the total amount of your combined orders do not automatically qualify for discounted shipping - please contact us for a shipping price.

**If your orders equal the cost of shipping or calculates higher, we will need to contact you and send an invoice for outstanding amounts.

Should you wish for your orders NOT to be combined please let us know - we often automatically combine as a complimentary service to our customers.

Yes, we usually respond to all messages within 12 to 24 hours - please email us with any issues you may have and we will do our best to resolve.

marshmallowservice@gmail.com or use the Contact form on our website.

We do not recommend sending DM's or posts on social media to try and resolve any issues as these may be missed.

Yes!  Please see MENU > INFO > FREEBIES for all information

We have a generous rewards system as well as great benefits for our subscribers + an exclusive discount code available to our FB Group members.

Yes!  We have exclusive freebies every month!  These include a sticker sampler, and a post card!

All orders will receive our special clear sticker sampler - you can keep up to date with the designs by following us on Instagram or joining our Facebook group :). Freebies are available whilst stocks last and are subject to change

Facebook VIPs enjoy a discount and additional exclusive sticker freebies too!

 - If your order is over AUD $100.00, we may add bonus freebies.

 - Sometimes as an extra special bonus, we may add RAK freebies which can range from stickers to products!

 - During sale events and special promotions, we often offer special freebies too.

For more information on how to gain reward points, special discount codes and exclusive freebies, please visit MENU > INFO > FREEBIES

We are currently not accepting custom requests or orders.  Please feel free to email suggestions or post in our FB Group

Please send all enquiries to marshmallowservice@gmail.com or, you can contact us via the contact link on our menu.  We usually respond within 12 to 24 hours.

If you have just placed your order and would like to cancel or remove items, please contact us IMMEDIATELY.  We are unable to cancel orders after 12 hours.

Each sticker sheet may have different sized stickers.  For regular sheets, our general size is 2cm - for mini sticker sheets, the general size is 1.2cm to 1.5cm.  Some sticker sheets may incorporate multiple sizes of stickers depending on the theme.  If you would like specific information about a sticker sheet, please contact us and we will be happy to help!