SHIPPING POLICIES - *IMPORTANT* PLEASE READ

SHIPPING & DELIVERY POLICIES:
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Our shipping policies are here to provide you with the best information we can before you place your order, and if you have any queries regarding your order.

If you have not purchased tracked shipping, we are unable to advise where your order is. Delivery is dependent on postal services.

IMPORTANT:

There are still impacts with delivery time frames due to COVID restrictions.

Please understand these are out with our control - all delivery services are operated by the postal services within each country.

FAQ:

Q: Where is my Order?

Local (Australia): Orders can take up to 3 weeks to be delivered and will only be considered missing after 4 weeks from date of shipment

International:  Orders can take 8+ weeks to be delivered and will only be considered missing after this time

We are unable to advise where your order is unless you have purchased the tracked option at checkout 

We are not obliged to replace or refund if you have not purchased tracking, however, we will always do our best to help

Q:  How long is delivery taking?

Local (Australia): Standard letter mail - 7 business days to 15 business days to be delivered. 
Standard Tracked - approximately 7 to 10 business days and Express Tracked mail is taking approximately 5 to 7 business days
For all updates, visit www.auspost.com.au


International: Orders are taking between 8 and 10 weeks to be delivered, however can be longer depending on postal services within your country, and the backlog at the time.  We are unable to provide accurate timeframes - please see your relevant postal services delivery information.
Standard Tracked mail is taking approximately 20 business days and Express Tracked mail is taking approximately 14 business days.

 

Q: Are you shipping to my country?

Local (Australia): Mail continues as per normal

International:  Please refer to the banner on our home page to see if your country is listed - the countries that are listed are those we are currently shipping to.  

If your country is not listed, we are currently not shipping to that destination - please continue to check back for updates.

UK Customers - please visit our Etsy store 

Q:  I did not get a shipping notification?

Please check the email address you have entered is correct.  You can also check junk / spam folders, or ensure your mailbox is not full and unable to receive emails.

Q:  What if my order is missing/ lost?

*It is very uncommon for orders to get lost.  In most cases, orders are delayed*

Local (Australia):  Orders will be considered as missing after 4 weeks from date of shipment.

International:  Orders will be considered as missing after 9 weeks from date of shipment.  

All Orders:  Please check you have entered your address in correctly - we cannot take responsibility for incorrect addresses. Orders with incorrect addresses will not be replaced or refunded.

Q:  Do you process refunds?

We will address refunds on a case by case basis, please email us with information regarding your order in line with the above shipping policies. Refunds will only be processed after the estimated delivery timeframe has lapsed.

Q:  Do you replace orders?

Replacements will be considered on a case by case basis, please email us to discuss if you have an issue with your order delivery.
Q:  I sent you a message about my order on Instagram or Facebook
Please send all order related queries or discussions by email - chan@marshmallowstudio.com
We generally respond to emails within 12 to 24 hours.
*If you have posted, commented or sent a DM via Instagram or Facebook, we may not see this, or respond in a timely manner.

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It is unusual times surrounding COVID-19, and delays can be worrying, but we do want you to know that we are here to help, we believe orders will arrive, and we ensure that we will be of assistance in all cases.
We thank you SO VERY MUCH for being supportive of our small business.

Kind Regards,  

Chan & Kev xx