FREQUENTLY ASKED QUESTIONSFAQ
Once your order is on its way, you'll receive a shipping notification via email. But if you're having trouble tracking your order, don't hesitate to call us at +1 (925) 709-4586 (Monday-Friday, 9am-6pm PST) or shoot an email to firstname.lastname@example.org
We only ship on business days, so orders placed on Friday after 1:00pm or over the weekend will ship out on Monday morning.
No sweat - we all make mistakes. Shoot us an email (email@example.com - with your order # in the subject), catch us on live chat or drop us a line (Monday - Friday, 9am - 5pm PST) and we’ll do everything we can to sort it out.
We try to fulfill orders very quickly, so please don’t hate us if your order has already been shipped. In the worst case scenario, you can return it to us for a refund. Please note, return mail and resend costs are the responsibility of the customer, along with any restocking fees. This will be deducted from the refunded amount.
When products are in stock, we typically dispatch orders the next working day (or the same day in many cases).
If items are available on pre-order or we anticipate a delay in dispatching a shipment, we will include an estimated date on both the website and the order confirmation email you receive.
You will receive an email with a link to track your order once it has been processed. Click on that link or login to your account to receive updates from our delivery partner.
In both cases we include an expected arrival date on our website and the order confirmation email you receive. That way you have an indication as to when this item will be hitting our warehouse. From there, we aim to dispatch the entire backlog of orders within 1 -4 days.
For sure! We really pride ourselves on delivering the perfect gift solution. Not only do we offer the option of beautiful gift wrapping, but we also include your personalised message in a handwritten card, carefully crafted by our budding team of calligraphy enthusiasts.
If you are looking to surprise and delight somebody special, add the ‘personalized gift wrapping’ service on the Shopping Cart page.
Many of our customers purchase our goodies as gifts for family or friends so we do not include the invoice or any mention of price with the order. We do however attach a dispatch note but this just lists the items inside the box as well as the billing and delivery address. If you do need an invoice, simply get in touch and we’ll shoot one over quick smart.
Sign up to our mailing list and we will notify you about planned pop up stores and collabs with other retailers.
Good news! We offer free shipping on all domestic orders above $20. Pretty much every item on our website is delivered free of charge (with the exception of the odd accessory item that is below $20).
In most instances, you will also have the option to upgrade to an express delivery option for an additional cost.
All international orders over $150 are shipped free. Orders below $150 will incur an additional charge depending on the weight and destination country. As a rough indication, the International Airmail option will cost somewhere between $10-40.
Our free domestic delivery service in the US uses either Media Mail, First Class Mail or DHL. You can expect delivery within 2-10 days of submitting your order (Unless it is a pre-order or back order - in this case we will specify the estimated arrival date for our next shipment of products).
We also offer a range of express shipping services for your consideration. The additional cost for the upgrade will be presented at checkout.
International orders should allow for between 3 - 14 days.
If you’re unlucky enough to receive a faulty product or you’ve changed your mind, no sweat, we’ll gladly refund your order within 14 days of the purchase date.
To get started, please shoot through an email to firstname.lastname@example.org with the subject ‘Return’. Please includes your name and order number in the email. A member of our team will contact you shortly to initiate the process.
Please note, because we include free shipping with all orders, return mail and resend costs are the responsibility of the customer. This will be deducted from the refund amount.
Refunds will be processed using the original tender type. EFTPOS/Credit Card refunds must be processed against the original card details (the exact card used to make the original purchase).
Hang tight, it can take up to two weeks to receive and process your return (in most cases with we have this sorted out within 2-3 days). We'll be sure to send a refund notification email as soon as we've issued your refund.
We can’t promise it will happen, but we welcome your suggestions. Reach out to us through one of our social channels or shoot through an email from our Contact Us page.
We plan to release a number of new titles each year and would love to hear your thoughts.
‘All children have a right to survive, thrive and fulfill their potential - to the benefit of a better world’. UNICEF is an incredible charity near and dear to our heart. We donate a portion of our proceeds to help UNICEF Australia continue their fantastic work improving the lives of children and their families across the globe.