RETURNS, REFUNDS & REPLACEMENTS 🍭

Because our Fairy Floss is handmade, delicate, perishable, and shipped Australia-wide we have specific policies in place to ensure fairness to both our customers and our small family business.

🚚 Delivery Tracking & Responsibility

Once your order has been dispatched, you’ll receive a tracking email. It is the customer’s responsibility to track their parcel and monitor courier updates.

• Spot an issue? If you notice delays or tracking concerns, please email us as soon as possible at  hello@fluffycrunch.com.au Early contact allows us to investigate and escalate with the courier more effectively.

• Courier Delays: Please note that delivery delays may occur due to circumstances beyond our control. Courier services cannot guarantee delivery timeframes, even with Express options.

• DELIVERY INFORMATION LINK

🛑 Order Cancellations

• Standard Orders: We can only cancel and refund if you notify us via email at   hello@fluffycrunch.com.au (not via SMS or social media) before the order has been booked for dispatch. Once a courier has been booked, we are unable to accept cancellations for change of mind.

• Party Favours & Personalised Orders 🎀 🎈 Because these items involve custom design and printing, we cannot offer cancellations or refunds once the personalisation process has commenced.

  • Advance Bookings: If you are booking well ahead of your event, you may cancel or change your order up until 4 weeks prior to your requested event date.

  • Orders Within Required Lead Times: If you place an order within the required lead times for your location (as outlined in our Party Favour delivery schedule 👉 PARTY FAVOURS MAGAZINE), work begins almost immediately. These orders are considered final and cannot be cancelled or refunded, as design and production commence shortly after the order is received.

📍 Incorrect Address, Uncollected & Returned Parcels

To maintain food safety and quality, no refunds, returns, or replacements will be issued if:

• An incorrect or incomplete address is provided.

• A parcel is rejected by the recipient.

• A parcel is not collected within the courier’s holding timeframe (typically 5 business days).

Redelivery Fees: If a parcel is returned to us for the reasons above, courier companies charge us "Return to Sender" fees. If you would like your order resent, you will be responsible for both the return fee and the new shipping costs.

✍️ Notes for the Driver

We do not offer a "Signature on Delivery" option as standard. However, we want to help ensure your parcel is handled safely:

• If you have delivery preferences, please add instructions for the driver in the Notes section before checkout (for example, “leave at the door” or “please do not leave unattended”).

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  If you request “do not leave unattended”, the driver may attempt a redelivery or redirect the parcel to a nearby collection point/post office.

📦 Product Condition & Transit Damage

Visible Box Damage 📦 If your shipping box arrives visibly damaged, please email us within 48 hours of delivery. Please include clear photos of the outer box and the affected product before opening the tubs so we can escalate a claim with the courier.

Shrinkage or Internal Damage 🍬 Fairy Floss is delicate and settles naturally during transit. However, if your tubs arrive with shrinkage exceeding 30% of the volume, or are rock-hard while the tamper-evident seal is still intact, please email us on the day of delivery (or within 24 hours) with photos so we can assist.

🍬 How to Care for Your Fluffy Crunch

We pack our Fairy Floss in premium, tamper-evident, food-safe tubs to ensure it arrives in a perfect, airtight environment. This makes them perfect for a "Secret Stash" to enjoy later!

• The Secret Stash: As long as the tamper-evident seal remains intact and the tub is stored correctly, your Fluffy Crunch will stay fresh and fluffy for many weeks.

• Once Opened: Once you break the seal, the "clock starts." For the best experience, we recommend consuming the floss within 24–48 hours of opening.

• The "Click" Seal: After opening, it is your responsibility to close the lid properly. Ensure you feel the lid "click" shut all the way around the entire rim. If the lid is not fully sealed, air will enter the tub, causing the floss to shrink and harden.

• Storage: Store in a cool, dry place away from direct sunlight. Never store in the fridge, as the humidity will cause the sugar to collapse and harden instantly, even if the lid is closed.

• Handle with Care: Dropping a tub can cause hairline cracks in the plastic. These tiny cracks break the airtight seal and will lead to shrinkage, even if the tub does not appear broken. We are unable to provide replacements for shrinkage caused by accidental damage once the product is in the customer's care.

🐜 Ant Policy

While extremely rare, if ants are present in your order, please notify us on the day of delivery with clear photos. Claims reported after the delivery day cannot be accepted, as we cannot verify if entry occurred post-delivery.

👅 Taste Preferences

We are unable to offer refunds, returns, or replacements based on personal taste preferences.

• Subjective Palates: Everyone experiences flavor differently. A flavor that one person finds bold and exciting, another may find subtle. We all have different palates, and we cannot guarantee that a flavor will meet an individual's personal expectation of "strength" or "taste."

• Recipe Consistency: Our Fairy Floss is made to a consistent, high-quality recipe using premium ingredients. As long as the product has been manufactured correctly to our standards, we cannot offer a refund because a specific flavor was not to your liking.

💖 We’re Here to Help If you have any issues or concerns with your order, please reach out to our small family team at hello@fluffycrunch.com.au 

We pride ourselves on our customer service and will always do our very best to ensure you’re happy with your Fluffy Crunch experience!

Sweet regards,

Paola & The Fluffy Crunch Team