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Shipping and Returns

Shipping and Returns

Thank you for choosing Quokka Babies. Please read through the following for some important details of the ordering process using the website.

PAYMENTS
Quokka Babies accept payments via Paypal. Payments must be received in full and cleared before your order will be dispatched. Note all pricing is in Australian Dollars (AUD).

SHIPPING
Standard postage is a $9.95 flat fee per order within Australia and includes tracking. We use a combination of Australia Post and other courier services to deliver our parcels. Please allow 4-7 business days Australia- wide (including capital cities and suburbs and most regional areas) or 7-10 business days for Regional Western Australia, Tasmania, Queensland and Northern Territory.  We endeavor to dispatch orders within 24 hours after payment in full has cleared, however this could take up to longer during peak season and sales period.  Please ensure you track your order for updates.

If your order is returned to sender due to incorrect address, failure to collect or other reasons, a re-delivery fee of $13.00 is payable prior to re-ship.  If you wish to order and have it delivered via Express Post, please contact us so we can prepare a quote for you.  

CLICK & COLLECT
We are trialing a free local pick - up as an additional service for those who live in the area and wish to save on postage. Kindly contact us first if you wish to use this option so a suitable time can be arranged prior to collecting your goods. 

RETURNS
We offer refunds, store credits or exchanges for most items excluding clothing as availability cannot be guaranteed. If you wish to change size or style then please return your items for a refund or credit and then re-order as per your new requirements. We offer refunds on full priced items only if the item is returned within 14 days of purchase. Items will only be refunded if they are unused, unwashed and in their original packaging. If you wish to return an item, please send us an email at hello@quokkababies.com.au. Please note that the cost of return shipping is to be paid for by the customer. Please make sure that returns are packaged securely in a box and are posted using a traceable method (such as Registered Post). Please note we take no responsibility for items lost in transit. Note refunds are only processed once goods have been received, inspected and confirmed as resalable. Please allow up to 10 business days for your refund to be processed. Items purchased using a coupon may be returned for a store credit only if returned within 14 days of purchase.   Store credits issued for returned items are valid for a period of 6 months.

FAULTY ITEMS
Quokka Babies appreciates your purchase and aims for 100% satisfaction. Please contact us immediately should there be any issues upon receipt of your order. We can assist you with your return of a faulty item by offering you a number of solutions including replacement, credit or refund. Quokka Babies will only offer a repair, exchange, credit or refund if the goods are returned within a reasonable time (being 30 days from the date of purchase), proof of purchase to our satisfaction is provided, and upon assessment the item is considered faulty or is considered to hold a manufacturing fault. We will not offer an exchange, credit or refund of any item where fault or damage has been caused by the wearing of, or incorrect using and caring for the item. 

For further questions or clarifications, please email us at hello@quokkababies.com.au