Shipping and FAQ
All of those questions you wanted to ask. Don't see the answer you need here? Don't hesitate to contact us, we will appreciate the opportunity to help.
Our small family business is working hard to respond to the unprecedented circumstances of COVID19. We may need your patience and understanding in relation to communication and order processing as we flex to operating with social distancing and safety measures in place and manage other logistics and supply delays as the result of COVID19. We are only human and doing the very best we can and shipping hundreds of orders each week. It is possible however on a small percentage of orders there may be delayed despatch in excess of 2 weeks so we encourage you to contact us prior to order placement if your order is urgent and we can provide more specific information on what is possible.
Please be aware that if placing a pre-order shipping timeframes are largely out of our control as port strikes, supply delays and decreased productivity in COVID times affect arrivals of containers incoming. As a result you may experience waits in excess of 2-8 weeks for pre-order product arriving with us. As soon as the product arrives at our despatch bay however, it will be prioritised and sent promptly.
If you require any assistance with ordering please email us to firstname.lastname@example.org or by using the contact form on our contact page. Communication in writing is the most timely way for us to ensure that customers are contacted in the fastest possbile timeframe.
Our shipping vary from flat rates in Metro areas to competitive customised rates. Please see our specific shipping page for more information. Items heavier than this may offer a choice of postage options at checkout and particularly heavy parcels may attract a surcharge that is notified by email after checkout is complete. If you do accidentally select Local Pickup - East Geelong or Grovedale at checkout, we will be more than happy to help by sending an invoice for appropriate postage.
If you purchase an item on preorder please be aware that other items in your order will not ship until that item is available. We recommend placing items into a separate order or contacting us to pay a second postage amount to facilitate immediate despatch for those items.
Delivery Timeframes and Communication
Pre-COVID we aimed to despatch your items within 1-7 business days and most orders are still sent in these timeframes. Our system will automatically send you an email containing relevant tracking codes for your order on despatch so that you can monitor the status of your parcel delivery at your convenience.
Please note that if you are not home to collect a parcel sent by Auspost, it will be returned to your local post office. You will be able to see this using the tracking information in the shipping confirmation email that we send, and will also be given 2 opportunities to be notified by Auspost with a card left inviting you to collect the item at the post office. If after all this you are still not able to collect the item in a timely manner which Auspost deem to be 2 weeks, the item will be returned to us at a cost of $15. This item will be deducted from any exchange credit value and the charges incurred to resend the item will need to be met by the customer.
Domestic Shipping and Delivery
We offer free shipping on orders over $120 that are under 2kgs in weight. If the system allows free shipping on that price for bulkier items, please be aware that heavy shipping surcharges may apply after your order placement.
We do keep some Mocka items on the floor in store but most Mocka items are sent using Courier Please and most Kidkraft items are sent by private courier.
Heavy shipping surcharges may apply to bulky items particularly those being sent in the Mocka, Baghera and Kidkraft ranges where items are too heavy and rates of delivery too diverse and often too large for us to absorb or calculate for every postcode. These items are not eligible for free shipping and an invoice for any additional shipping charges will simply be sent after purchase. Please simply contact us if you would like a shipping quote on a heavier item prior to purchase.
We cannot be held responsible for transit times once orders have been despatched but have invested in premium delivery services wherever possible in an effort to ensure a good experience for our customers.
International orders may only be paid by Paypal to ensure we have some protection against missing items and fraud. We ship all international orders using Auspost Express Courier International which is a premium, trackable service with signature on delivery.
Out of Stock Items
We have both a retail store and warehouse space. If you see an item as available our online store that usually means we have it in stock, however there are some situations such as stock damage or theft that can interfere with this. In addition on the very rare occasion an item may sell in our retail store before it is picked for an online order. If this happens we email you as soon as the issue is discovered to give you the choice of waiting on restock, substation to an alternative product or refund. Please be understanding that we are human and from time to time error or misfortune may affect your order.
We offer free local pickup from our store at 3/20 Essington Street, Grovedale. Not all items are eligible for this service unfortunately, and we do reserve the right to contact you and provide you with a delivery quote or opportunity to cancel your order for such items including much of our Kidkraft and Hip Kids ranges.
On rare occasion there may be an increase in the delivery fees payable as the result of the size your order or other unforeseen circumstances. If your order is affected by a special delivery fee we will notify you to confirm your order.
Changes of Mind/Order Cancellation
We offer store credit for changes of mind made within 30 days of purchase, where the goods are in new and unused condition. Customers are responsible for any return postage costs. Please read our store policies page for more information about returns. We do not offer refunds on order cancellation for any reason other than as required by the Australian Consumer Guarantee.