FAQ's

FREQUENTLY ASKED QUESTIONS (FAQ)

1. Do you offer gift cards?

No. Sorry, unfortunately, we no longer offer e-gift cards or gift vouchers.

2. Can I modify my order?

Yes, provided your order has not been collected by the courier or postage costs have not yet been charged to us we certainly can change, modify your order. You will need to contact us straight away (preferably by phone on 02 4234 3960).

3. Can I cancel my order*?

Yes, provided your order has not been collected by the courier or postage costs have not yet been charged to us we certainly cancel your order. *Cancellation fees will apply. You will need to contact us straight away (preferably by phone on 02 4234 3960).

4. I received the wrong product, how do I return it?

Oops! So sorry our mistake, we made a human error. Please contact us immediately (preferably by phone on 02 4234 3960) and we will fix any errors made by us. We will advise the best way forward in this situation which may involve a return of the item which will be paid for by us. Your satisfaction is important and we will endeavour to make things right the best way we can.

5. How do I make a return if I change my mind? 

If you change your mind you can return to us within 30 days of purchase. Contact us first to advise. Goods must be returned unused and still in the original packaging (including stickers, labels if applicable) and in new condition. Failure to return in 'as new' re-saleable condition will result in no refund. Return postage is payable by you. See our Returns and Refunds Policy.

6. How do I make a return if goods are faulty or arrive broken? 

In the unfortunate event that your good(s) have arrived damaged in transit, please contact us at your earliest convenience. We will require a picture to show the damage to the item. You will be advised if the product needs to be returned to us or disposed of. You will be offered a replacement, refund or store credit. See our Returns and Refunds Policy.

7. I am unable to take delivery of the parcel how do I return it? 

If the courier is unable to make a delivery and the goods are returned to us because of an incorrect address or other reasons, you will be refunded the cost of the goods minus the shipping charge to return (which is variable depending on the location).

8. Who do you use for shipping?

We use a combination of couriers and Australia Post depending on several factors including the location, timing and size of the item to be shipped. If you have a preference please let us know and we will do our best to accommodate. 

9. Can I do a Special Orders or Pre-Order?

Yes and No. Some items are supplied to the Australian market in very limited quantity, while others aren't. Most high demand items such as Grimms, Ostheimer and Grapat cannot be pre-ordered. Please contact us directly by phone - we'd love to chat about it with you. 

10. I haven't received my item what do I do? 

If you have not received your item within 21 days of shipping please check the tracking number emailed to you first and then contact the carrier (courier or AusPost directly) first and foremost. You may also contact us and we will investigate with the carrier.