FAQ

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

General Info

What is crystal candy?

Crystal candy also known as Kohahutou 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.
It has a unique texture inside, like a firm jelly but the crunch on the outside is super addictive and fun to eat. For those not super keen on jelly, we have a range of clusers which are all crunch!
They are all handmade in Melbourne by us - Sarah and Ben - founders of Bak'd and we ship them all over Australia, NZ and Asia.

Is the crystal candy gluten free?

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

We are not registered as a gluten free kitchen with our local council, however being in a commercial space, we only prepare crystal candy in our kitchen and workspaces so we are confident there is no cross-contamination. If you have any questions, please don't hesitate to reach out.

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?

Yes, all of our crystals are vegan and GF except for the crystals which contain Rainbow Nerds. This is due to some of the colours used in Rainbow Nerds which contain carmine, a colour derived from beetles.

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

Is the crystal candy halal friendly?

Some of the flavours we use in our crystal candy are NOT suitable for halal dietary requirements. Below is a list of flavours that ARE suitable for halal:

Grape, Marshmallow, Peach, Cotton Candy, Vanilla Caramel.

Please reach out to us via email or the shop chat if you have any further questions about this. We will endeavour to find more halal suitable flavours to include in our crystal candy collection.

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.

Do you offer wholesale?

We don't have a wholesale pricelist or catalogue as of yet so technically, no, we don't wholesale.

If you would like to purchase our products to resell in your stores, it is your responsibility to ensure you follow our care instructions so as to maintain the freshness and crunch of our crystal candy. It is also your respobsibility to ensure the candies are correctly labelled with ingredients and best before dates as supplied by us when you receive your order.

Can I be notified when items come back into stock?

Yes! On each product page is a button you can click to receive notifications via email when our crystal candies come back in to stock. As the candies take 7-10 days to dry, we are always re-listing more stock as the crystals dry so this is a super handy way to make sure you don't miss out.

Shipping

Where do you ship to?

We are based in Melbourne, Victoria so of course we ship our candies Australia wide. We also ship internationally to the following countries: New Zealand, Malaysia, Hong Kong, Singapore and Indonesia. We use Australia Post as our shipping partner for both national and international orders.

I've placed an order, but I didn't receive an email confirmation?

Please reach out to us either via the shop chat or email sarah@bakd.com.au. Our team will promptly look up your order and ensure the correct email address has been used. We can update your contact info and resend your confirmation email if needed.

Can I modify my order once it's placed?

Yes, absolutely! If we have not yet shipped your order, we can amend it or add items to it. There's no need to place a second order and pay shipping twice. Please reach out via the shop chat or email and we would be more than happy to assist.

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 2-3 days before shipping. As soon as your order is shipped, you will receive an email with tracking information.

What if my order is delayed or lost in transit?

Please always reach out to us via email and we will do our very best to assist you. In some cases we can send you a replacement of your order, or we may lodge a case with AusPost to get a shipping update or locate your order. In the instance your order is lost, we will send you a replacement out.

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 9am - 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. 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 as soon as possible with as much detail as possible.

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. We always strive to help our customers as best as we can and this may involve us sending out a replacement of your order or lodging a case with AusPost.

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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