Shipping, refunds and change of mind policies
Hella Mallow gourmet marshmallows are made and shipped from Geelong, Victoria, Australia.
Find answers to your questions about shipping and refunds, including our policies.
How long after I place an order will my Hella Mallows be shipped?
Hella Mallow gourmet marshmallows are handmade in small batches. To make sure Hella Mallows taste their best, they’re made over 2 days; 1 day to make, then the next day to cut, dust and package.
You’ll receive an email once your order is being made, and another update when it’s ready to post.
Hella Mallow ships Australia-wide via Australia Post's Express Post service.
Visit Australia Post to find their latest delivery times.
If you’re expecting a Hella Mallow order and it’s been more than a week, please email us at hellamallowau@gmail.com.
I will do my best to follow up your order with AusPost.
Why does shipping cost $16.50? Can I get shipping cheaper?
Hella Mallow ships via express post only to ensure your marshmallows arrive fast and fresh in a secure box.
The shipping cost is the cheapest AusPost parcel cost available, which Hella Mallow offers even when a larger order costs more to send.
View AusPost's express post parcel box rates (external link).
As a small business, Hella Mallow unfortunately can't compete with major retailers on shipping costs where they offer cheap or free shipping.
So thank you for supporting my small business.
I live in Geelong/Bellarine/Surf Coast - do you have local delivery or pick-up?
Hella Mallow has a local delivery partner to locations in the Geelong, Bellarine and Surf Coast region. Delivery prices are calculated at checkout, which are cheaper than AusPost express post.
Pick-up
There is no permanent pick-up option.
For collection launches, there are occasionally local pick-up options available, which will be announced on social media and added to the checkout process.
Do you ship outside of Australia?
No, at the moment, Hella Mallow does not ship internationally.
Buuuut, I’d love to know where you’re from, so I can aim to start shipping to your country.
Fill out this Google form if you’d like Hella Mallow to come to your country.
I live in Geelong or nearby - can I pick up my order?
Hella Mallow doesn't offer local pick up for standard orders.
However, if you make a large custom order for an event, Hella Mallow can arrange pick up or delivery.
Refunds policy
You are entitled to a refund or replacement if:
- part or all of your order has been damaged during shipping
- the product you received does not meet consumption standards.
As well as meeting at least one of the above criteria, to be entitled to a refund you must provide:
- your order number
- proof of damage to the product or shipping packaging via image or video.
You are not entitled to a refund when:
- you have opened the sealed packaging your marshmallows are sent in
- you change your mind about the flavours you have already ordered.
If you meet the above requirements and believe you are eligible for a refund, email your order number, proof of refund photos and details to hellamallowau@gmail.com
Change of mind policy
Hella Mallow gourmet marshmallows are made to order. It’s a minimum two-day process to make, cure, dust, cut and pack.
There is a short window in the first 24-48 hours from ordering in which you might be able to request a change to your order. This must be before you receive a confirmation email that states that your order is being made.
Once you receive confirmation that your order is being made, you cannot make any changes to your order.
If you made a mistake in your order, email hellamallowau@gmail.com as soon as possible after you realise the mistake. State your order number and which item was incorrectly ordered and what you’d like to order instead.
If Hella Mallow receives your email about your order change request before I begin making your order, I will respond and confirm the change(s).
If your order is already in production, I will not be able to change your order.
You will need to order the items you wanted in a separate order, and you are not entitled to a refund.