FAQ’S + SHIPPING
Hopefully you can find something helpful below –
Please do not hesitate to send through an enquiry if you need assistance and we will be happy to help!
When to place an order –
You are welcome to place an order at any time prior to your celebration – Your sweet order will be created and sent out closer to your day.
Under the Cotton Tree is located in Victoria – and sends sweet love all over Australia
If you are located in Victoria – please allow at least 2 weeks notice when placing your order – to allow time for your order to be created and travel time.
If you are located in WA, QLD, NT, SA, NSW or in an isolated area – please allow 3 weeks notice.
If you’re not sure – just ask and we will be happy to help.
If an order has been placed under these time frames – we reserve the right to cancel your order or we can make arrangements for express post – Please be aware that express post is an additional cost
Last Minute Orders –
All orders are hand-made and the labels are fully personalised, and can often take several days to prepare.
We are more than happy to complete rush orders – if you would like an order fast, just send an email through and we can let you know if it will be possible.
Personalised Labels –
Have a look around the website or Facebook/Instagram for some label inspiration.
Our labels can be fully personalised to match your theme or colours. Just fill out your order form will your celebration details and what you would like featured on your labels and will create the perfect label for you.
A label sample will be emailed to you and any changes or adjustments can be made.
Labels are 6.5cm in diameter
You are welcome to email through any inspiration you might have, to help us get a better idea of your theme.
Business/Corporate Orders –
Under the Cotton Tree can create orders for your petite party to your grand gala.
We can spin floss for 10 to 10,000 people.
Just pop us an email and we can send you some more info on how we can help sweeten your event.
Under the Cotton Tree’s Online Sweet Shop accepts Pay Pal and credit card payments through the secure site Stripe.
We can also accept Bank Deposit – email your order through and we can send you an invoice with payment details.
We use Australia Post and Couriers to ship orders via regular post.
Although we can not take no responsibility for lost or delayed orders once posted – we will try to resolve any issues if possible.
We can Express post your order, there is an extra cost for express posting – just send us an email before placing your order
Cancellation- In the event of an order cancellation it will be assessed on a case by case basis – Please be aware of our cancellation policy below :
There is no fee for change of date with three or more weeks notice – Less than three weeks – if your order has already been created before we receive your cancellation notice there is no refund given.
If you cancel your order with three weeks or more notice, you will be given a store credit for the amount of your order. You will not be refunded if you provide less than three weeks notice of cancellation and we have begun creating your order .
No refund will be given if your order has been physically made.
How long will my fairy floss last?-
Everything is made fresh to order and will arrive generally within a week of the celebration date –
We recommend that Mini cones and Mini Bags will keep at their freshest for at least 2 weeks. (if stored correctly)
Floss tubs will be at their freshest for 5 months. The floss doesn’t have a set use by date.
How to store your order –
Once you have received your order – keep the box in a nice dry, cool spot – mainly away from direct sunlight.
Your floss doesn’t like heat or humidity. (Who does though?)
PLEASE NOTE: The images on this website and images files that are sent to you may vary slightly in colour from computer screen, to mobile screen, to the print itself, please allow for slight variation in colours.
Due to the fluffy hand made nature of fairy floss – the bags and mini cones will all be the same size – but they may vary slightly in individual shapes as the floss settles. Fairy floss colours and shades will vary from pictures – Pictures are for example only, actual products will vary.