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 email@example.com
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 (firstname.lastname@example.org - 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.
The official cut off time for same day processing is 1:00pm, but we often manage to squeeze in some orders that are received before 3:00pm. The same applies for both Free Shipping and Priority Express (if available).
Orders placed after 1:00pm on a Friday will not be despatched until the following Monday.
In most cases we provide a tracking number with your order confirmation email. Click on the link in your email to get an update from our delivery partner.
Orders that do not have a tracking number typically arrive within 2-7 days of the order being placed. All overseas orders will include a tracking number.
In both cases we typically include an expected arrival date on the product page. That way you have a good indication as to when this item will be hitting our warehouse. From there, we aim to despatch the entire backlog of orders within 1 -2 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. We even include a spritz of our signature fragrance to add to the experience
If you are looking to surprise and delight somebody special, add the ‘personalised 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 despatch 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 order 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 $15-40.
Our free delivery service in the US uses either Media Mail or First Class Mail. You can expect delivery within 2-8 days of submitting your order.
We also offer an express upgrade in most instances for orders submitted prior to 1:00pm PST. The additional cost for the upgrade will be presented in 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 email@example.com 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.