STORE POLICY

At Marshmallows by Rachel, we are dedicated to providing high-quality, Kosher-certified products and exceptional service. Your satisfaction is our top priority, and we strive to ensure that every experience with us is as sweet as our marshmallows.

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Customer Satisfaction Guarantee

We take pride in the quality of our products. If there is something wrong with your order—such as receiving the incorrect item or a damaged product—please contact us within 7 days of receiving your order. We will work with you to resolve the issue, including offering a replacement or refund if necessary.

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Kosher Certification
We are proud to be certified by Kosher Australia, ensuring that all our marshmallows meet the highest standards of kosher quality. Our products are made with care and adherence to strict kosher guidelines.

 

Custom Orders

We love creating custom marshmallow experiences! For custom orders, please contact us to discuss your specific needs. Custom orders may require additional lead time, depending on the complexity and quantity requested.

 

Allergen Information
Our marshmallows are made in a facility that handles nuts, dairy, and gluten. While we take precautions to avoid cross-contamination, we cannot guarantee that our products are free from allergens. If you have any specific concerns or dietary restrictions, please contact us before placing your order.

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Shipping and Refund Policy 

At Marshmallows by Rachel, we are committed to ensuring that your order arrives in perfect condition and that you are satisfied with your purchase. Please read the following policy details carefully

 

Shipping Policy

• Order Processing Time:
  All orders are processed within 2-3 business days. Custom orders or large quantities may require additional processing time, which will be communicated at the time of purchase.
   

• Shipping Rates and Delivery Times:
  Shipping rates are calculated at checkout based on the destination and the size of the order. Delivery times typically range from 3-7 business days, depending on your location. Once your order is shipped, you will receive a tracking number to monitor your delivery.
   

• Shipping Locations
  We currently ship across Australia only. Please note that we do not ship to P.O. Boxes.
   

• Packaging:
  We take great care in packaging your marshmallows to ensure they arrive fresh and in perfect condition. During warmer months, we may include cold packs to maintain the quality of the products during transit.

 

​Refund Policy

Due to the perishable nature of our products, we do not accept returns or exchanges unless there is an issue with the product you received. If you receive an incorrect or damaged item, please contact us within 7 days of receipt. We will arrange for a replacement or refund.

If you believe there is an issue with your order, please contact our customer support team at marshmallowsbyrachel@gmail.com or call 0438 611 113 within 7 days of receiving your order. Please provide your order number and a description of the issue, along with any photos of the damaged product, if applicable. We will review your request and get back to you promptly.

Once your refund is approved, the amount will be credited back to your original payment method within 5-7 business days. Please note that shipping fees are non-refundable unless the issue was due to an error on our part.

 

Order Cancellations
If you need to cancel your order, please contact us as soon as possible. Orders can only be cancelled if they have not yet been shipped. Once an order has been processed and shipped, it cannot be cancelled.

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Privacy and Security
Your privacy and security are important to us. We are committed to protecting your personal information and ensuring that your shopping experience is secure.

• Data Protection: We collect only the information necessary to process your order and improve your experience. We will never share or sell your personal information to third parties.

• Secure Transactions: All transactions are processed through secure servers using industry-standard encryption to protect your payment details.

• Email Communication: We may send you updates about your order or promotional offers. You can opt out of promotional emails at any time.

 

Customer Support
We are here to help! If you have any questions or need assistance, please reach out to our customer support team at [email] or call [phone number]. Our hours of operation are [business hours, days].

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Feedback and Reviews
We value your feedback and encourage you to share your experience with us. Your reviews help us improve our products and services. If you have suggestions, compliments, or concerns, please contact us—we’d love to hear from you!

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Changes to Our Policy
Marshmallows by Rachel reserves the right to update this Customer Care Policy at any time. Any changes will be posted on our website, and customers will be notified via email.

Thank you for choosing Marshmallows by Rachel. We look forward to sweetening your day!

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