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Product Related FAQs
To find answers to some of the most frequently asked questions about Stuart Alexander imported and distributed products please click on the links below.
The information contained here is as a general reference and relates to our main lines. Product ranges do change from time to time including seasonal and promotional products. If you have any specific concerns or would like further clarification please call our Consumer Care Hotline.
Q. I can't find my favourite product in-store – where can I find it?
Q. Why is my product packaging in a different language?
Q. How many flavours are in mixed flavour Mentos candy products?
Q. What is a dragee?
Q. Which Fisherman's Friend flavours are available in Australia and New Zealand?
Q. Why are some Fisherman's Friend lozenges brittle?
Q. Why does my chocolate product have white spots?
Q. Why are Chupa Chups wrappers so hard to remove?
Q. Are Chupa Chups sticks biodegradable?
Q. Where can I find my favourite Tabasco flavour?
Q. Is Illy coffee Fair Trade?
GENERAL
I can't find my favourite product in-store – where can I find it?
Sometimes major chains decide they do not wish to range a particular item at a particular time so there may be occasions when it is difficult to find some pack types or flavours. For current information on where to find your favourite lines please call our Consumer Care Hotline.
Why is my product packaging in a different language?
Unless your product packaging is in English and clearly indicates Stuart Alexander as the importer you may have purchased what is called a 'parallel imported' product. This means the product has been produced for countries other than Australia and New Zealand and has not been imported by Stuart Alexander who only imports the official Australian/New Zealand brand. If you have any concerns about the product, please look carefully at the packaging to identify the name and address of the importer (usually on a sticker). If none can be identified please take it back to the retailer if you have any concerns. To report these products please call our Consumer Care Hotline.
CONFECTIONERY & CHOCOLATES
Mentos candies
How many flavours are in mixed flavour Mentos candy products?
Fruit roll & bags (Strawberry /Lemon /Orange)
Rainbow roll (Green Apple /Raspberry /Pineapple /Watermelon /Orange /Strawberry /Grape)
Duo bottle pack (Blackcurrant & Lemon /Strawberry & Lime)
What is a dragee?
Dragee means 'to dredge' in French and refers to a small candy with a hard shell and soft centre. Dragees are created through a process called panning that involves placing the small candy centres in rotating pans and applying layers of flavoured powdered sugar, heat-drying each layer until the candy pieces reach the desired size.
Fisherman's Friend
Which Fisherman's Friend flavours are available in Australia and New Zealand?
Original Extra Strong Menthol
Super Strong Mint
Strong Menthol and Aniseed
Sugar Free Fresh Mint
Sugar Free Blackcurrant.
Why are some Fisherman's Friend lozenges brittle?
During the manufacturing process the lozenges are made as hard as possible so they will dissolve slowly in the mouth, but this also has the effect of making them brittle. Lofthouse go to great lengths to handle the finished product gently but once in the hands of the retailer it is possible for lozenges to break. Given the nature of the product some broken lozenges are inevitable.
Guylian & Turin chocolates
Why does my chocolate product have white spots?
The import and distribution of chocolate is subject to comprehensive quality controls and standards with the product stored and transported at the recommended maximum temperature of 18 degrees Celsius. However once the product leaves our warehouse we have little influence over how the product is stored by the retailer. Variations in temperature may affect the quality of the product. If chocolate is not stored between 16-18 degrees Celsius white spots or 'blooms' can appear, although this should not affect the taste of the product.
Chupa Chups
Why are Chupa Chups wrappers so hard to remove?
To protect the candy, Chupa Chups use two layers of packaging – a transparent inner wrapper and a printed outer wrapper. The two are twisted together on the production line and heat is applied to seal the wrapper guaranteeing your lollipop is well protected in its journey from factory to you.
Are Chupa Chups sticks biodegradable?
The Chupa Chups stick is made from conventional plastic and is not biodegradable.
FOODS & BEVERAGES
Tabasco
Where can I find my favourite Tabasco flavour?
The full range of Tabasco flavours - Original Red Pepper Sauce, Garlic Pepper Sauce, Green Pepper Sauce, Chipotle Pepper Sauce and Habanero Pepper Sauce – can be found through David Jones Food Halls nationwide or can be ordered online at www.usafoods.com.au . As ranging changes across major supermarket chains and specialty retailers, please call our Consumer Care Hotline for information on stockists in your area.
Illy
Is Illy coffee Fair Trade?
Illy goes beyond Fair Trade. Illy buys green coffee of the highest quality Arabica directly from the growers through partnerships based on the mutual creation of value. The Italian-based company fosters long-term collaborations with the world's finest coffee growers - in Brazil, Central America, India and Africa – providing know-how and technology and offering above-market prices. For more information visit the Illy website.
