✈️SHIPPING POLICIES

SHIPPING & DELIVERY POLICIES:
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UPDATE:  SHIPPING TO CHINA AND THE PHILIPPINES IS CURRENTLY SUSPENDED
 - PHILIPPINES SHOULD RESUME 25th OCTOBER
 - CHINA SHOULD RESUME 1st NOVEMBER

PROCESSING TIME 3 to 5 BUSINESS DAYS - Monday to Friday
This may change when we have sale events.

Our shipping policies are here to provide you with the best information we can before you place your order, please read below.

UK Customers - please see "Orders through Etsy" on the main menu

EU Customers - please see "Orders through Etsy" on the main menu

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.

Express Tracked Postage:

Please note that if you choose this option, your order will be sent by Express Tracked post.  Please understand that it does not mean your order will be sent as a priority - all orders are processed in sequence of placement ❤️

FAQ:

Q:  How long is delivery taking?

Local (Australia): 
Standard letter mail - approximately 7 business days to 15 business days
Standard Tracked mail - approximately 7 to 10 business days and
Express Tracked mail - approximately 5 to 7 business days
For all updates, visit www.auspost.com.au
International: 
Standard letter mail - approximately 8 and 12 weeks to be delivered
Standard Tracked mail- approximately 20 business days 
Express Tracked mail - approximately 14 business days

Q: Are you shipping to my country?

Local (Australia): Mail continues as per normal

International:  Yes! We ship to most international destinations, however, there are some countries that still are not accepting mail.

UK Customers - please see "Orders through Etsy" on the main menu

EU Customers - please see "Orders through Etsy" on the main menu

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: 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 12 weeks from date of shipment

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

Q:  Do you process refunds or replace?

Refunds or replacements will be reviewed, and will only be provided for orders that have tracked postage where applicable

Q:  I sent you a message about my order on Instagram or Facebook
Please send all order related queries by email - chan@marshmallowstudio.com
We generally respond to emails within 12 to 24 hours.

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Please understand that the above policies apply once order is placed.

For more information, see FAQ on our Main Menu, or send us an email and we will be happy to help.

Kind Regards,  

Chan & Kev xx