FAQ

Shipping

Where do you ship to?
We currently ship to over 25 countries, you can find a complete list here with rough delivery estimates. You can also calculate a shipping-cost in your cart, before purchasing anything.

When will I receive my order? 
Once placed, we require 2-3 days to process and fulfil your order to ensure you're being sent our freshest possible stock – please note that these processing days occur before your order is shipped, even when ordering with the express delivery option.
Once your order has been dispatched, you will receive an email with a link to your tracking number. If you can't find it, just email customercare@fluffe.com with your order number and we can help. Please note that during particularly busy times such as holidays, there may be delays due to influxes of orders and strains on our delivery partners. 

Can I add products or update my shipping method after I’ve placed my order?
If your order is still pending (i.e. you haven’t received an ‘your order has been shipped’ email), please contact us ASAP at customercare@fluffe.com with your order number and desired changes.

 

Returns

What is your return policy?
Please note we do not accept returns for change of mind as Fluffe is a food product, so choose your flavours wisely. 
If there is something wrong with your order (i.e something is missing, or you've received the wrong items) please contact us at customercare@fluffe.com and we will fix it for you as soon as we can. :)

 

Common Questions

Where are you located?
We are an Australian-based company located in Sydney NSW. We produce all of our delicious products by hand here, using local sugars exclusively grown in NSW. Please note we do not have a physical store that is open to the public.

How do you make Fluffe?
To find out more about our process and behind the scenes looks, be sure to follow us on Instagram @fluffegram.

How do I place a corporate order?
Please email events@fluffe.com and one of our will work with you to create something custom-branded & magical for your company.

Is Fluffe Vegan friendly?
Most of our products are Vegan friendly, and you can always see a full list of ingredients/allergens on each flavour's page.

Is Fluffe Gluten-free? Currently our only flavour containing gluten in Birthday Cake. You can always see a full list of ingredients/allergens on each flavour's page.

When is the best before date of my Fluffe?
We make our products in small batches every week to ensure they are always fresh. Typically, your products will keep for no less than 4 months after the date of purchase.

Can I place custom orders for a private event, like my birthday?
Absolutely! Please email events@fluffe.com with all of your sweetest desires, and we will work with you to create something truly magical to fit your event.

How do I contact someone if my question isn’t answered here?
Find all of our relevant contact details on our Contact page, or simply email hello@fluffe.com for all general inquiries.