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FAQ - Shipping and Returns

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Shipping and Returns

Can I pickup my order from your warehouse?
In most cases we can arrange for you to collect your item from our location in Altona Meadows, Vic.  Our Australian Made Play Gym range AMPI Plastics, can in most cases be collected from Keysborough 3173. In some instances pick up will not be available due to our stock being held with our distributor. Please contact us before selecting pick up so we can confirm this for you. We are not set up for browsing, however you can pick up your online order from us. Simply choose "Customer Pickup from Warehouse" as your shipping method during checkout. Remember the hours for pickup are 10am to 4pm Monday to Friday by appointment only.

Can you deliver to my office or place of business?  
We encourage you to have your order delivered to a business address as it is far more likely that somebody will be present to accept delivery during business hours. We can also deliver to PO boxes if that is preferable (not available for large items).

Please note: We do not authorise for redelivery of orders if you are not home. If our courier tries to deliver and you are not home you will need to arrange to pick up your item from their depot or pay for a redelivery fee which you would need to negotiate with the courier company.

How long does it take for my order to arrive?
We try to despatch orders from our warehouse within 2 to 3 business days. Delivery within Australia normally takes between 1 and 7 business days from despatch. We are proud to exclusively use Australia Post and a express courier service for all our deliveries. The service they provide is second to none.

How much is shipping and handling?  
We offer $9.95 Australia Wide Shipping for our standard items. Shipping is automatically calculated prior to submitting your payment information.  On each product page you will find a postage calculator, if the item you have selected does not qualify for $9.95 shipping Australia Wide you will be advised here.. Simply place your postcode into the calculator and your postage charge will be shown.

Please note on occassion our Postage Calculator may give an incorrect rate. If you feel the postage amount in too much or not enough please contact us and we will confirm with you before placing your order.

Should you wish to check the postage of more than one item, simply place all your items into your shopping cart, you will then see in the first step of check out a postage calculator in the bottom left corner, again simply add your suburb name and postcode and the rate will be automatically calculated for you.

How do I return my product?  
Lilys Playhouse will accept returns within 30 days of receipt of product. Please contact our customer service department using our Contact Us page. You will receive a refund authorisation number from us at this time. Please ensure you include the reason for the return along with your authorisation number. Returned goods must be in original packaging and brand new.  Buyers are responsible for cost to return the goods (unless otherwise advised) and original freight charges will not be refunded.

Returns will not be accepted without an authorisation number.

Lilys Playhouse trade under the conditions of Consumer Affairs Victoria.

We will not refund or exchange items for the following reasons:
changed your mind
ordered the wrong item
found the goods cheaper elsewhere
were aware of the relevant fault before buying the goods
damaged the goods by misusing them.

I received the wrong product.
If you feel that you have received the wrong product, please contact our customer service staff via our Contact Us Page within 72 hours of receiving the product.

What is your return policy?  

We offer a 30 day return policy. Your item needs to be returned in brand new, unopened condition.

We trade under the conditions of Consumer Affairs Victoria.

Lily's Playhouse will not refund or exchange items for the following reasons:
changed your mind
ordered the wrong item
found the goods cheaper elsewhere
were aware of the relevant fault before buying the goods
damaged the goods by misusing them.

Please do not return your item until you have received a refund authorisation number from Lily's Playhouse. We will then advise the conditions of your refund / exchange. Buyers are responsible for cost to return the goods (unless otherwise advised) and original freight charges will not be refunded.

Please contact customer service for further assistance.

What happens if no-one is at home when you deliver?  
We use Australia Post and a courier service for our deliveries. A signature must be obtained when delivery takes place by courier, and for that reason, if no-one is at home, the parcel cannot be left. Australia Post or the courier will leave a card informing you that they have attempted delivery.

You will then need to collect your parcel from your nearest post office for Australia Pot deliveries.

Lilys Playhouse does not authorise second or additional redelivery attempts if the first attempt is unsuccessful by our courier. If the driver is unable to deliver the goods for any reason they will leave a card for the receiver to contact them. If the receiver contacts the courier company and arranges for a second or additional delivery attempts, the receiver has entered into a contract with the courier company and is therefore liable for any charges related to second or additional redelivery attempts and therefore any associated redelivery costs will be passed onto the receiver. However the receiver is also able to collect the goods from their depot at no additional charge. In such a case the driver will leave a pick up contact address or phone number at your address.

Please contact Lilys Playhouse for further assistance with this if required.

Shipping Charges and Delivery Times
We deliver to anywhere in Australia. We can deliver to your home, Post Office box or business address, but we need your residential address for billing purposes. 

Standard Deliveries within Australia

  • We try to ensure that all orders are dispatched from our warehouse within 1 to 3 working days of receipt. Delivery time from dispatch is shown below. Working days exclude Saturdays, Sundays and Public Holidays. Due to heavy order volume in October, November and December, it may take us more time to process your order.
  • All parcels are shipped using the Australia Post Eparcel system and a local Courier service. Australia Post as well as our Courier provides a reliable and speedy service that delivers to every address in Australia. Their systems enable us to track the parcel throughout Australia until delivered.
  • Australia Post and our Couriers do NOT deliver on weekends or Public Holidays
  • Please note that Tracking Numbers do NOT appear in the Australia Post EParcel Tracking System until just before they are delivered, so if you can't find your number, it just simply means it is still in transit.
  • An adult signature is required for receipt upon delivery. If no one is at home to accept the delivery, the parcel will be taken to your nearest post office and will await your collection. A card will be left at your premises informing you of the situation.
  • We are located in Melbourne, Victoria, so please take that into account when calculating delivery times. The more remote the destination, the longer it will take to deliver.

Delivery to:

Average delivery time:
(Business days)

Queensland:

6-8

New South Wales:

4-6

Victoria:

4-6

ACT:

4-6

South Australia:

4-6

Tasmania:

4-6

Western Australia:

5-10

Northern Territory:

7-12

Note: These averages are based on delivery to capital cities. Deliveries outside of these areas will take longer.

  • We are unfortunately unable to guarantee delivery times due to inconsistent postal standards across the country. We work with Australia Post and our Couriers to resolve any delivery issues as quickly as possible.
  • In order to keep delivery charges to a minimum we make no unrealistic claims of next day delivery.
  • Whilst we will ship promptly and efficiently, please understand that there may be delays from time to time which are out of our control.

Express Deliveries Within Australia
If your order is urgent we can arrange urgent delivery to most areas within Australia using Australia Post Express Post. There is an additional cost for this service, and we are happy to quote this for you. Delivery to a business address is preferred. Please call 0402 122 058 (within Australia) or email us for more information and a quote.

Insurance
ALL orders are registered and insured to their full value.

Out of Stock Items
We try to have our complete range in stock at all times. We maintain our full inventory on our site and it is updated daily. When you go to an individual product page it will show an "Add to Cart" or "Out of Stock" icon. You will be able to see instantly whether the item is currently available. However, occasionally an item may be temporarily out of stock or completely sold out. In this instance you will be notified immediately with full details, and asked for alternative instructions.