Frequently Asked Questions about our Marshmallows
Q. When are subscriptions to Marshmallow Club open?
A. We open subscriptions on the 1st day of each month and allow 2 weeks for everyone to sign up. After these two weeks, subscriptions are then closed.
Q. Why can't I see the Subscriptions on the website?
A. This means that subscriptions are now closed. Check back again on the 1st of next month. Other Marshmallow products are always available to order.
Q. My items aren't appearing in the shopping cart.
A. Are you using an Apple device? For some unexplained reason our website occasionally encounters problems with the Safari program. Our recommendation is to use a PC or another device. Wherever possible, enable ‘cookies’ as this will help your device to save items to your cart. Another problem solving tip is to clear the ‘cache’ of your browser. If this still isn’t working, send me an email and I’ll process your order manually: firstname.lastname@example.org
Q. When will I receive my subscription box?
A. Each month the flavours are new and there may be some testing involved. To make sure that the flavours actually work & for maximum efficiency, we wait until the 16th of the month when new subscriptions are closed to mail out the boxes. If you have created an account with us you will be able to log in to check the status of your order. We also email notifications and have tracking numbers available.
Q. When will I receive the batches of marshmallows that I ordered?
A. As specified on the ordering page, we require 5 working days for delivery. When you go to your 'cart' there is a dialogue box where you can specify the date your order is required. If you have skipped this, we will automatically send out your order as it is completed. As our orders are sent via courier, we are able to track your delivery. In times of heavy volume or extreme weather there may be a delay in delivery. We appreciate your understanding.
Q. What is the shelf life of the Marshmallows?
A. Our Marshmallows and Marshmallow products do not contain any preservatives so they do not last forever. Marshmallows are best eaten within 2 months for optimum taste, texture and colour.
Marshmallow Creme contains egg white powder and is whipped so it has a maximum shelf life of 4 weeks. Commercially available Marshmallow Fluff has a completely different texture and cannot be compared to the homemade stuff. Due to the short shelf life we advise you to plan your order, especially if these items are gifts. In hot weather we may delay your order to avoid it melting during transit. We apologise if there are any delays.
Q. How is shipping calculated?
A. To make things fair for everyone, we offer the same shipping rate nationwide. Our courier service determines their prices by weight so we use the same method. Shipping is $10 for all orders that weigh under 5kg, and is free for subscription boxes. Make sure to enter the code 'SUBSCRIPTION' at the checkout to get your free shipping! Orders over $100 are eligible for free shipping using the code ‘FREE100’.
Q. I live locally to your cafe in Sydney, am I able to collect my order instead of paying for shipping?
A. Of course! We still prefer online ordering as The Innocent Kitchen can be busy, but we welcome pick ups. Just quote the code pickup at the checkout to remove your shipping, and be sure to let us know when you require your order. Our cafe address is: 288 Unwins Bridge Road, Sydenham, NSW 2044.
Q. Are your marshmallows vegan/vegetarian friendly?
A. Our marshmallows contain beef gelatine so unfortunately they are not vegan at the moment. We are working on creating a stable vegan marshmallow so hopefully this will be available in the future. If you are avoiding gelatine but are able to consume egg, the Marshmallow Creme is safe for you to eat.
Q. I have allergies. Is your product ok for me?
A. Our Marshmallows are free from Nuts, Eggs, Gluten and Dairy, unless specified. Our Marshmallow Créme/Fluff does contain Egg. Every product we send out has an ingredient list for your peace of mind. Please be aware that whilst we do our best to avoid cross contamination, products using the above allergens can be found in the kitchen we use for Marshmallows.
Q. Are you able to provide marshmallows as favours/bonbonierres for my wedding?
A. Yes! We have many people order batches of Marshmallows to fill their favour boxes. If you would like to discuss custom flavour or colour combinations, send me an email: email@example.com