Need help? Our team have the answers and information you’re
looking for.
Select the relevant department from the menu below and let
us be of assistance.
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Where’s my order?
Question about a delivery? Asking the seller (the small
business that made your order) will
get you an answer faster. Click the button below to check
your order status or ask the seller
directly!
Our sellers normally respond within 24 hours.
Remember that tracking information may only be available if
the seller offers this service or if
you paid for a tracked service specifically.
The seller may want to confirm that they sent your order to
the correct address, so do
confirm the correct delivery address if requested.
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Can I track my order?
Question about a delivery? Asking the seller (the small
business that made your order) will
get you an answer faster. Click the button below to check
your order status or ask the seller
directly!
Our sellers normally respond within 24 hours.
Remember that tracking information may only be available if
the seller offers this service or if
you paid for a tracked service specifically.
The seller may want to confirm that they sent your order to
the correct address, so do
confirm the correct delivery address if requested.
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Missing item/product
Something missing from your order? Click the button below and
mention this to the seller
(the small business that made your order).
Our sellers normally respond within 24 hours.
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Do you offer click and collect?
We bring lots of independent sellers together online, so you
have one easy place to buy
from them all. What we have is a terrific website,
hard-working team and a steady flow of
cake; what we don’t have: a warehouse and logistics. You do
the buying through our site,
then we pass your order onto each seller to make and ship to
you themselves. As such, we
don’t offer a click and collect service.
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I only received one part of my order – where’s the
rest?
Because our sellers send items to you directly, parcels from
different sellers will arrive
separately. To get an idea of when you can expect your
order, take a look at the delivery
information nestled beside the product info on each item’s
page.
If it’s been a while, or you’ve ordered more than one item
from the same seller but they
haven’t all arrived, you can contact the seller directly by
clicking the link below.
Our sellers normally respond within 24 hours.
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Can I change my delivery options?
If your order has yet to be shipped, you can contact the
seller (the small business that made
your order) directly and ask them if they’d be happy to make
a change to your delivery.
Please note: The seller may charge you a little extra if you
upgrade from standard parcel
post to an express delivery option. And if the parcel is
already on its way, no changes can be
made (obvs).
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Change-of-mind return
Click the link below and choose the item you wish to
return.
You can return any item, for any reason, within 30 days of
receipt.*
You will be given a store credit to the same value once the
item has been received by the
seller (the small business that made your order), and any
shipping costs incurred will not be
refunded. Please ensure you use a trackable or signed-for
delivery service such as
registered post, as we cannot credit your account until the
item has been received.
*Items that cannot be returned include: gift vouchers,
made
to order/personalised products,
underwear, swimwear with the hygiene sticker removed,
earrings for pierced ears and food
items that have been opened. All items being returned
must
be dispatched/shipped within 10
days of the return being approved and must be in
original
condition and packaging and not
affected by being used in an abnormal way or reduced in
value by delay on your part. If
these requirements are not met, the seller reserves the
right to deny a return.
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Damaged/faulty item
Click the link below and choose the item you wish to
return.
You can return any item, for any reason, within 30 days of
receipt.*
If the item you wish to return is faulty, the seller will
require either photo proof of the faulty
item or they will provide you with a stamped, self-addressed
post pack in which to return it to
them. You will then be offered a full refund or store
credit, whichever you prefer. Any refunds
will be transferred back to the original payment method eg)
your credit card, PayPal account
ZipPay, AfterPay or store credit. Promotional codes are not
eligible for refund.
*Items that cannot be returned include: gift vouchers,
made to order/personalised products,
underwear, swimwear with the hygiene sticker removed,
earrings for pierced ears and food
items that have been opened. All items being returned
must be dispatched/shipped within 10
days of the return being approved and must be in
original condition and packaging and not
affected by being used in an abnormal way or reduced in
value by delay on your part. If
these requirements are not met, the seller reserves the
right to deny a return.
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Incorrect order/item
Received the wrong item in your order? You have two
options:
1. Click the button below and mention this to the seller (the
small business that made your
order). You can ask them to resend the correct item along
with a pre-paid post pack in
which to return the wrong item back to them.
2. Select the ‘damaged/faulty item’ returns option and send
the item back to the seller at
no cost to you.
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Can I return a personalised item?
If an item is personalised or specifically made to order it
cannot be returned or refunded
unless it is faulty. We always try to ensure that the images
of products on our website are as
realistic as possible and that the product details include
all the information you need to
decide if the item is suitable for you.
You can always contact the seller (the small business that
made the item) to ask them
questions or ask for their advice on how best to proceed if
you have an issue. They should
respond to you directly, usually within 24 hours. To receive
and respond to their messages,
please log into your account, visit the 'my orders'
section and use the 'contact seller'
button.
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Return a gift that someone bought for me
If the item was a gift, you can’t return it on the sly.
Because we’re only able to credit the
account of the person who actually did the buying, you’ll
have to have that awkward
conversation so the giver can return it for something more
suited. But we’re all adults here
(unless the fussy one in question is still in a romper suit,
or your cat).
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The return option is no longer available in ‘my orders’
You can return any item, for any reason, within 30 days of
receipt. If the return button is no
longer visible in the ‘my orders’ section of your account,
it means the 30-day return window
has closed.
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What’s the best way to return an item?
Two words: BUBBLE WRAP. We can’t recommend it highly enough,
plus any extra padding
you can include if the item is fragile. A solid cardboard
backing is also a great idea if the item
can be easily bent.
A good rule of thumb is packing it so it could be dropped
from a 1 metre height without
breaking (packages can be subjected to a little rough
treatment along the way). Because we
can only give you a full refund if the item arrives in a
re-sellable condition, it’s worth
swaddling it – and swaddling it good! – before sending. We’d
also suggest you use a
trackable service, too.
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Can I exchange an item?
We don’t offer exchanges, but you can return any item that
isn’t the right fit/colour/size etc.
and we'll give you a store credit so you can order
another option (or get swayed by a
different item that might have caught your eye).
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Have my returned items been received?
For information about whether items have been received by the
seller (the small business
that made your order), please click the button below and ask
them directly.
Our sellers normally respond within 24 hours.
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Missing parcel – returned item/s
Do you have a tracking number or proof of postage? If not,
the best thing to do is lodge a
'missing parcel claim' with Australia Post (or
whichever delivery service you used).
Whilst the seller (the small business that made your order)
is not obliged to accept a return
until the item arrives back to them in good nick, you can
always drop them a line and ask for
their advice on how best to proceed if you have an
issue.
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How long will it take to receive a refund/store credit?
We’ll process your refund/credit as soon as the seller lets
us know that they’ve received your
item(s), safe and sound. You’ll receive an email
confirmation once this has been actioned.
Funds usually take 24 hours to clear (sometimes longer if
the refund is processed on the
weekend or a public holiday).
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Do you offer free returns?
While most of our sellers offer free shipping, the fact that
they’re small businesses means
free returns aren’t an option for them at this point. But
free one way is better than free no
way…yes?
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What is your Returns Policy?
You can return any item, for any reason, within 30 days of
receipt.*
If the item you wish to return is faulty, we will require
either photo proof of the faulty item or
provide you with a stamped, self-addressed post pack in
which to return it to the appropriate
seller.
You will then be offered a full refund*** or store credit,
whichever you prefer. Any refunds will
be transferred back to the original payment method, eg) your
credit card, PayPal account or
store credit. Promotional codes are not eligible for
refund.
If you'd like to return an item for another reason, you
will be given a store credit to the same
value once the item has been received by the appropriate
seller, and any shipping costs
incurred will not be refunded. Please ensure you use a
trackable or signed-for delivery
service such as registered post, as we cannot credit your
account until the item has been
received. Please note: Store credits are valid for 1 year
from the date of issue, unless
specified otherwise.
*Items that cannot be returned include: Your Home and Garden gift
cards**, personalised products, made-
to-order furniture, underwear, swimwear with the hygiene
sticker removed, earrings for
pierced ears and food items that have been opened. All
items
being returned must be
dispatched/shipped within 10 days of the return being
approved, and must be in original
condition and packaging and not affected by being used
in an
abnormal way, or reduced in
value by delay on your part. If these requirements are
not
met, the seller reserves the right
to deny a return.
If for any reason a product you have ordered is not
available or out of stock, we will also
refund you or offer you a store credit to the same
value.
**Your Home and Garden gift cards are valid for 3 years and cannot
be
returned or exchanged for cash.
All returned items that were paid for with a Your Home and Garden
gift
card will be refunded as a store
credit for you to use against a future purchase. If you
return an item paid by both gift card
and credit card or PayPal, you will be refunded on your
credit card/PayPal up to the amount
of your initial card/PayPal payment and the remaining
amount
will be refunded as store
credit.
***Orders purchased using zipPay or AfterPay are not
eligible for a refund - a store credit
will be issued instead.
Please note: We are unable to return an item that is not
being returned by the original
purchaser.
