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FAQS

 

COVID - 19; After the announcement on 23rd March 2020 I took the decision to close the business temporarily until I could ensure that all necessary steps could be put in place to continue working as safely as possible.

Unfortunately my local Post Office has had to close, and with delays (expectedly) with Royal Mail I made the decision to move over to DPD. What does this mean? It means DPD will now collect from my home which is great news as it means I don't have to leave home. It also means the service will be NEXT DAY (yay) and fully tracked with options to leave in safe place or rearrange, but in any instance all deliveries will be completely contactless.

This does however mean that there will be a slight increase in postage costs.. Before it was £3.95 but this will now need to increase to a rate of £4.95 and means that if your order weighs over 1kg it actually works out cheaper (before £5.95) so I really hope this will actually be good news for most of you :-)

Unfortunately one of the downsides to this change is that I can now only ship to England, Wales & Scotland. the prices to anywhere else is just so high :-( I'm really sorry! Once lockdown is over I can look at sending these with Royal mail again but for now this is all I can do.

PLACES I'M UNABLE TO DELIVER TOO BELOW..

-Scottish Highlands & Islands

-Channel Isles

-Isle of Man

-Scilly Isles

-Isle of Wight

-Northern Ireland

 

Some of my designs may need to be tweaked over the coming weeks so I can use all the toppings/fillings that I already have so a not to be travelling to shops to source more.

Please remember that my products are sadly not suitable for allergy sufferers, and with changes in ingredients this is even more important to stress.

Lastly I'd just like to say thank you for all your lovely messages and for wanting to support me still during this time. Its without a doubt one of the most challenging and upsetting times for small businesses and your messages and kind words to us really does mean everything, so thank you!!!

I still hold a 5* hygiene rating which can be found here  https://ratings.food.gov.uk/business/en-GB/1200007/The-Whimsical-Kitchen-Southampton

But I'm also going to even grater lengths to ensure all steps are taken to protect us all during this time.

Jackie xxx

 

 

Combining orders ; Due to a change in processing fees through PayPal and stripe, I'm sadly unable to offer combined postage on multiple orders placed.

These processing gateways now charge a fee even when the money is being refunded to the customer, which means as a business i am covering these fees which I'm sure you can appreciate isn't viable for my very small business.

I always try to be as accommodating as possible when things like this happen, but unfortunately the mix of fees and admin time isn't sustainable.

I've also placed a note at the checkout process so hopefully this will avoid any confusion in the future. Thank you!

 

 

Allergens; Whilst i go to great lengths to avoid cross contamination on all my products, unfortunately due to items being stored in the same chiller and produced in the same kitchen as allergens, I cannot say any of my products would be free for any allergens due to airborne particles.

 

How do I  keep/store my Marshmallow once its received?

Your mallows will be packed in a resealable pouch for freshness, mallows do not need any special care but in warmer weather they maybe better kept in a cool place. 

Marshmallows are at their best eaten within 4 weeks

 

Are any of my products suitable for vegetarians

Marshmallow- Unfortunately none of my marshmallow are suitable for vegetarians, although my Marshmallow cream is suitable for vegetarians but does contain egg whites

 

Do you ship to other countries?

Unfortunately not. Do to government guidelines I'm unable to ship products outside the UK

 

Can I place an order to be delivered to a different address?

Absolutely! my treats make the perfect gift, surprise or not so I'm more than happy to deliver to another shipping address, just pop the address you'd like it to go to in the relevant box at checkout