Welcome to our website. This website www.fluffycrunch.com.au is owned and operated by Fluffy Crunch (ABN 56 657 934 775). By accessing or using this website, you agree to be bound by these Terms and Conditions, together with our Privacy Policy and all other policies referenced herein.
1. ORDERS & DISPATCH
Accuracy By placing an order, you confirm that all information provided (including delivery details) is accurate and complete.
Cancellations Standard orders can only be cancelled before they have been booked for dispatch. Full cancellation conditions are outlined in our Returns, Refunds & Replacements Policy.
Custom Orders Personalised items and Party Favours cannot be cancelled or refunded once production has commenced due to their custom nature.
2. DELIVERY & COURIER SERVICES
Third-Party Handling Delivery is arranged via third-party courier services. Once dispatched, delivery handling is managed by the courier and is subject to their specific service policies.
Tracking Responsibility It is the customer’s responsibility to monitor tracking notifications. This includes checking junk or spam folders for updates.
Authority to Leave (ATL): We do not offer Signature on Delivery as a standard service. All orders are shipped with Authority to Leave as the default setting.
Opting Out of ATL: If you do not wish for your parcel to be left unattended, you must provide clear instructions in the Notes section before checkout (e.g., “Do not leave unattended”). In these instances, the courier may redirect the parcel to a local collection point or arrange redelivery for you.
Safe Drop & Redelivery If you do not provide Authority to Leave, or if a courier deems a location unsafe, the parcel may be redirected to a local collection point.
Non-Delivery & Returns If a parcel is returned to us due to an incorrect address, recipient rejection, or failure to collect from a holding point within the required timeframe, the customer is responsible for all return-to-sender fees and any subsequent reshipping costs.
Express Shipping Our Express service operates within the Australia Post Express Network and FedEx Express network. For deliveries within major metropolitan areas (including Sydney, NSW, VIC, SA, and QLD), Express parcels typically arrive the next business day after dispatch. Deliveries to locations outside these capital city networks may require 2–3 business days.
Indicative Timeframes Delivery timeframes are indicative only and are subject to courier handling, routing, and circumstances beyond our control.
Further Information For full details regarding delivery options, tracking, and returned parcels, please refer to our Delivery Information page.
3. PRODUCT NATURE & CARE
The “Click” Seal Our tubs are designed with a specific airtight seal. Once the tamper-evident seal is broken, the lid must be fully clicked shut around the entire rim. If the lid is not fully sealed, air may enter the tub, which can lead to product shrinkage.
Product Handling To ensure your Fairy Floss stays fluffy, it must be handled with care. While we guarantee the quality of our product upon arrival, its longevity depends on proper storage and handling. As the product is highly sensitive to environmental changes once opened, or if the tub is accidentally damaged (such as hairline cracks caused by being dropped), we are unable to provide replacements for shrinkage that occurs due to post-delivery handling once the product is in the customer’s care.
Shrinkage Policy Fairy Floss is a delicate product that settles naturally during transit. Replacements are only considered where shrinkage exceeds the thresholds outlined in our Returns, Refunds & Replacements Policy and the tamper-evident seal remains intact.
Storage Products must be stored in a cool, dry place. Do not refrigerate, as humidity will cause the sugar structure to collapse.
Ant Policy In the rare event of ants, you must notify us on the day of delivery with clear photographic evidence. Claims made after the delivery day cannot be accepted.
4. REFUNDS & TASTE PREFERENCES
Taste Subjectivity We do not offer refunds or replacements based on personal taste preferences or perceived flavour strength.
Policy Integration All refund and damage claims are governed by our Returns, Refunds & Replacements Policy, which forms an integral part of these Terms.
5. INTELLECTUAL PROPERTY & LIABILITY
Intellectual Property All content, design, and branding on this website are owned by or licensed to Fluffy Crunch. Reproduction is strictly prohibited without prior written consent.
Limitation of Liability To the fullest extent permitted by law, Fluffy Crunch excludes all liability for any loss or damage incurred in connection with the use of this website, except where liability cannot be excluded under Australian Consumer Law.
Indemnity You agree to indemnify Fluffy Crunch against all claims, liabilities, costs, and expenses arising from your use of this website or breach of these Terms.
6. GOVERNING LAW
These Terms are governed by the laws of New South Wales, Australia. Any disputes shall be subject to the exclusive jurisdiction of the courts of New South Wales.
Contact Information
For all enquiries regarding these Terms and Conditions, please contact us at hello@fluffycrunch.com.au.
OH ME OH MY! What heavenly deliciousness. The flavours are on point, and the way the clouds of floss just melt in your mouth!
Definitely recommend, can’t wait to order a new pantry box and try more flavours.
