FAQ

Check out our Frequently Asked Questions below. If you still need help please contact us.

Crystal Info

What is crystal candy?

Crystal candy also known as Kohahutou (琥珀糖) is a Japanese candy made from Agar Agar. It starts off as a jelly that is left to air dry and slowly crystallises forming a crunchy outer layer or crust.

The history of kohakutou is said to date back to the Edo period when Tarozaemon Minoya, the creator of agar, first invented it. Back then it was called kingyokuto (金玉糖) or Golden Sugar. Because it was sometimes dyed with various fruits, it later became known as Amber Sugar.

In modern times, due to its resemblance to real crystals and gems, these candies have come to be known as Crystal Candy.

Is the crystal candy gluten free?

Our crystal candy does not contain any gluten or wheat products so yes, they are gluten free.

As we are a home-registered food business, we do prepare foods containing gluten in our kitchen and we are not registered as a GF kitchen. We do our very best to ensure no cross-contamination by using chopping boards, pots and utensils that are only for our crystal candies.

How long do the crystal candies last for?

Crystal candy doesn't really expire when stored correctly. We recommend removing them from their plastic packaging on arrival and storing on a plate in a cool, dry place. The crystals will continue to crystallise and stay dry and crunchy. If you are worried about little critters in the kitchen getting to your candies, you can store them in an airtight container, however after 1-2 months the crystals will begin to sweat, reducing their shelf life. Over time, the colours and flavours will fade and clusters can become quite hard/crunchy.

Is the crystal candy vegan/halal?

Yes, all of our crystals are vegan and GF except for the crystals which contain Rainbow Nerds.

As we are a home-based food business, we do prepare non-vegan food in our kitchen, however we do our very best to ensure cleanliness and zero cross-contamination.

Our crystals are made using Agar Agar which is a vegan gelatin-substitute and comes from red seaweed.

What ingredients are the crystals made from?

Our crystal candy is made using Agar Agar powder which is a gelatinous substance derived from red seaweed. This makes our delicious crystals vegan given that the agar agar contains no animal products.

Our crystals also contain granulated sugar as well as various colours and flavourings.

If you have any specific enquiries in regards to the ingredients, colours or flavours used, please reach out to sarah@bakd.com.au and we will be happy to provide a more comprehensive list of ingredients based on the specific flavour/product you are after.

Is it possible to have an allergic reaction to agar agar?

Although uncommon, it is possible to be allergic to Agar Agar or red seaweed.

If you experience any food allergy symptoms such as nausea, stomach pains, etc. please immediately discontinue eating your crystal candy and talk to your doctor.

While we want all of our customers to enjoy their crystal candies, if you do experience a reaction we are unfortunately not able to provide you with a refund or accept a return of your order. All sales are final and due to food safety, we do not accept returns on edible items.

Shipping

Where do you ship to?

We currently ship our Crystal Candy all over Australia and New Zealand. We use Australia Post as our shipping partner.

How long does shipping take?

Our Crystal Candies are all hand-made in small batches and each and every piece is hand cut. The crystals need time to properly set and crystallise to ensure you get that perfect crunch before we can ship them. We DO NOT sell crystals that we haven't yet made, so if you place an order your crystals are already in the drying process.

As a result, we have a processing time of 1-2 weeks before shipping. As soon as your order is shipped, you will receive an email with tracking information.

How do I track my order?

As soon as we start to prepare and pack your order, you will receive email notifications from us with your tracking information. Be sure to check your junk folders as sometimes our emails can land there.

Can I collect my order?

Yes, we do offer collections from our warehouse located in Maddingley, VIC 3340. Hours for collection are Monday-Friday 10am - 5pm. If you need to collect your order outside of these times, please email sarah@bakd.com.au as we are occasionally available on weekends or after hours but this is at our discretion. If you do not collect your order within 30 days of it being marked as ready to collect, you will forfeit your order as we cannot hold old stock for that long, nor guarantee it's freshness as it will be sitting packaged up as soon as it is ready to collect.

Returns

How do I return an item?

Unfortunately we cannot accept change of mind or refunds on your orders.

We only ever list product on our site that has already been made, unless the item specifically states that it is a pre-order item. Therefore, upon placing your order, stock is specifically reserved for you. All sales are final. Please ensure you carefully choose your flavours before ordering and refer to our ingredients list for any allergy related queries.

If you have any questions, please contact us before placing your order at sarah@bakd.com.au.

What if my crystals are damaged in transit?

If your package or crystals arrive damaged, please get in touch with us within 24 hours of arrival. Provide photo and or video evidence.

We do our best to pack your orders as carefully as we can with lots of bubble wrap to ensure your crystals arrive safe and sound. Unfortunately, once your orders leave our hands we cannot control how they are handles during transit.

We can assist you in lodging a claim with Australia Post if your package is damaged and you wish to seek compensation, though we are not responsible for the outcome of that enquiry.

Please know that our crystal candies are somewhat fragile as they are a jelly-based candy so while all care is taken to protect them, some cracking is normal to see on arrival.

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