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FAQ

no, we do not require you to have a minimum quanity order as we understand the size of some of events and/or circumstances may require specific quanities, and we are more than happy to cater to that.

we recommend, to allow us two weeks at minimum from the time you pay your invoice, as the size of your order, amongst other orders currently scheduled into production can impact the time available to us and ensuring your order has been dispatched in time of your event. factors such as the label design process, creating your order and in particular postage can impact the time we need.

to ensure that our design work meets your exact requirements, we highly recommend to provide us some inspiration to work from, i.e. a copy of your invitation and/or resources we can refer to online. please be mindful that the artwork we present to you is limited to the tools and image libraries available to us from the briefing you have provided us.

yes, we have a strong history in offering our services to businesses in which have uploaded/sent through their company logo’s and/or designs. in other circumstances, we understand you may already had something developed by a designer. providing you have the permission from the designer and that you can provide to us a high resolution copy, we are more than happy to make use of and print onto our product labels. please do not send through photographs and/or screenshots of desired designs as this heavily reduced the quality and may result in poor printing quality.

all our products are made fresh to order and packed in food safe, recycable tamper proof containers and bags to ensure longer shelf life for our customers when they receive their order. we recommend that you enjoy Floss’d within 7 days of receiving your order, however if unopened, travelled well during shipping and stored correctly, our fairy floss may last for months. some shrinkage is common, particularly during postage.

the soft cloud-like texture of fairy floss is both sensitive and fragile to elements such as heat, moisture and humidity. We recommend to store fairy floss in a cool & dry place away from any direct sunlight and/or heat (do not refrigerate).

Floss’d fairy floss is gluten free and vegan friendly. however some ingredients in our other products such a Popp’d by Floss’d popcorn and/or Swirl’d by Floss’d lollipops are made from ingredients that may have traces of gluten and are not vegan friendly.

yes, orders that require shipping are express posted via our preferred carrier Australia Post. in some circumstances we may look at alternative parcel delivery providers depending on the circumstances of your order, i.e. courier services. we will confirm with you on your invoice the cost of delivery.

delivery times may vary depending on the receivers location and the size/weight of your order. because of the nature of our products, we only send parcels via express post. we endeaver to have your order dispatched ahead of the advised time period for your parcel to be delivered and we will monitor closely to ensure you parcel does arrive in time, however as shipping is out of our control, we cannot guarantee the arrival date/time.

yes, if you are situated in Victoria and wish to pick up your order in person, pick up is avaliable from our Clyde North, Vic location. Please schedule with us the time/day in which you would like to have you order collected, and we will organise contactless collection with you. address will be provided to you closer to your pick up date.

if you are not completely satisfied with the products and services provided by Floss’d, please contact us at hello@flossd.com.au and a refund MAY BE offered to you based on the particular circumstances. a refund is not guaranteed and we may offer alternative options subject to Floss’d’s refund policy. Floss’d is not liable for the condition of the package upon arrival after shipping as these are matters outside of our control. however we recommend you contacting us so that we can raise a complaint with the third party service provider and we can take the appropriate actions accordingly. you may cancel your order and request a refund IF the work for your order has yet commenced, a refund will not be available to you in the circumstances our staff have commenced work such as label design, production, packaging, shipping, etc. we do not accept returns or refund for change of mind.

yes, please contact us on hello@flossd.com.au and we can discuss wholesaling options with you. please be mindful that the nature of our business is catering for bulk orders by default and we believe our products are reasonably priced as is. a discounted offer will only be presented if order(s) meet a minimum threshold.

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