Shipping & Returns
* Due to the current Covid-19 situation in Victoria, there may be delays for the postal delivery time frames. As we have no control over these delays, please read more info HERE to stay updated.
There is a flat rate delivery charge of:
$10.00 AUD for all orders shipped within Australia and $15 for Express Post.
International orders are shipped at varying rates dependant on the country.
All orders over the value of $150 AUD and under 3kgs in weight, are shipped free of charge to anywhere within Australia.
The Pixie Treehouses, which are over 3kgs, will incur an additional shipping fee, due to their size and weight. The charge will vary depending on the weight and destination country.
As the Shipping Option is selected at the Checkout, if the correct option has not been selected, we will notify you before your order is due to be shipped and provide a payment link so shipping is not delayed.
Please use the code 'COMBINE' at the checkout should you wish to combine a new order with and existing order that has NOT shipped yet.
As most items we produce are hand made to order, we strive to have your order ready for shipment within 3 - 10 business days of receiving it. Requests can be made in writing for more urgent deliveries prior to an order being made, and we will accomodate where we can.
* We post orders every MONDAY & THURSDAY via Australia Post delivery service.
While we make every effort to ensure all our items are in stock, sometimes out of stock situations will occur. If a product you order does happen to be out of stock, we will contact you immediately.
Most pre-order items will be ready in 4-6 weeks of purchase. We will update you by email as to the progress of your order. Please request any 'need by' dates in writing and we will inform you if this will not be possible.
Incorrectly Addressed Parcels
If you accidentally provide the wrong address when placing your order and the parcel is returned to us, we are happy to send it again to the correct address. Unfortunately we are charged by Australia Post to resend parcels so this means you will incur an additional postage charge. Regardless of the value of the order, all parcels requiring resending will incur an extra postage charge equal to the original charge (i.e $10-$15 for Australian parcels and $25 for international parcels).
1. General Returns/Change of Mind Purchases
We feel confident you will love your purchase from us. However, if your order is not what you expected for any reason, please feel free to get in touch at firstname.lastname@example.org and we will always do our best to assist and resolve your concerns.
If you change your mind about the item, and it is not faulty, we are happy to refund the purchase price minus the shipping. In this circumstance, return shipping costs are the responsibility of the customer.
Change of mind purchases must be within 14 days of receipt and in its original, condition including the packaging.
Refunds will be issued via the original payment method.
Unfortunately, we are not able to offer refunds for seconds, samples, sale or end-of-line items.
2. Faulty or Damaged Products
If for any reason your purchase arrives to you in less than perfect condition, we are happy to offer a refund or replacement of the same item, and we will cover the cost of the return postage. The items ordered must be returned in original condition within 14 days of receipt. Please contact us within 24 hours of receiving your goods to report any damaged or faulty products.
Please allow 1 – 2 weeks for your return and refund request to be processed.
Refunds will only be issued via the original payment method.
You are required to pay the purchase price specified on the website at the time you place your order. Shipping and insurance (if applicable) will be shown separately.
Payment can be made through our web site via Visa, Mastercard, Paypal or Afterpay. Our default currency is in Australian Dollars, but you can view prices in various currencies using our currency convertor displayed on the product pages. All payments will be processed in Australian Dollars.
Please see our security section for details on the measures we have taken to ensure your payment details are secure.
If your order is being delivered outside of Australia, you must pay any other sales, use, goods and services, value added, customs, excise or similar taxes or charges (“Other Taxes”) imposed by any government agency wherever applicable.