SHIPPING POLICIES - *IMPORTANT* PLEASE READ

SHIPPING & DELIVERY POLICIES:
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Thank you for taking the time to read our Shipping Policies, these are here to provide you with the best information we can before you place your order, and to ensure you are aware of all current postal activity/ timeframes.

Unless you have purchased tracked shipping, we are unable to provide any information on orders once they have left us.  Please see the various shipping options we have when checking out - we always recommend choosing tracked shipping.

SHIPPING *CURRENT POLICIES* (includes information regarding COVID impacts)

* The impact of COVID-19 has caused delays locally and internationally with order delivery.  Flight interruptions and cancellations, airline capacity, as well as postal service operational disruption/ backlog continues to occur.  We are continuously checking for updates and will provide these accordingly.

Please read the below terms so that you are aware of the current estimated shipping timeframes, as well as our policies before placing an order. 

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 5 weeks from date of shipment.

International:  Orders can take 8 - 12 weeks to be delivered and will only be considered missing after this time (+12 weeks)

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

Q:  How long is delivery taking?

Local (Australia): Orders are taking approximately 7 business days to 15 business days to be delivered. Standard Tracked mail is taking approximately 7 to 10 business days and Express Tracked mail is taking approximately 5 to 7 business days

International: Orders are taking between 8 and 12 weeks to be delivered, however can be longer depending on postal services within your country, and the backlog at the time.  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.  These countries are accepting Economy Air Letter Mail as well as tracked and express tracked mail.

If your country is not listed, we are currently not shipping to that destination by advice from postal services within our country, and respective country restrictions - please continue to check back as we are updating information frequently as per any changes that may occur

Q:  I did not get a shipping notification?

Please check the email address you have entered is correct.  If your email address is correct, please check your spam / junk folders as sometimes the shipping notifications land up there.  If none of these options resolve, please email us and we will be more than happy to help.

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 5 weeks from date of shipment.

International:  Orders will be considered as missing after 12 weeks from date of shipment.  

All Orders:  Please check you have entered your address in correctly - we cannot take responsibility for incorrect addresses / mail being delivered if address is incorrect.  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.  Please ensure you have read the above terms before requesting replacement or making a query about 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 to ensure we receive them - chan@marshmallowstudio.com
We generally respond to emails within 12 to 24 hours.
*If you have posted 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 and for having amazing patience + understanding during these times.

Please email us at any time should you wish to ask or confirm any information and we will help as much as we can.

 

Kind Regards,  

Chan & Kev xx