FAQ - General
If you have chosen to personalise this product with your Child's name, your name sticker will arrive separately within 10 - 14 working days from purchase date.
Our Personalisation Team completes Name Sticker orders once a week and they are sent separate from your order.
They are sent in a HipKids envelope, surface mail with Australia Post so keep a look out for it in your mailbox.
The envelope will also contain instructions on how to apply the Name Sticker to your product.
For more details on Delivery guidelines please visit our Delivery & Shipping page
We have a Click and Collect service for our store at Surrey Hills for selected items (excluding oversized items like beds and cubbies). Please refer to the product page of what you want to purchase to see if you can do a Click and Collect order.
Our Third Party Warehouses do not allow customer pick ups.
Credit Card (Visa & Mastercard)
Internet Banking Transfer (Our bank details will be provided to you at checkout). Dispatch will only occur once the bank transfer has been confirmed.
Yes, most products are on display at our store in Surrey Hills, Melbourne.
Please refer to our contact us page for opening hours.
Please go to our warranty & returns policy page to view our returns/exchange policy
We are only able to update your original order if it has not been processed.
If you would like to change your order you will need to email us at firstname.lastname@example.org
There may be additional shipping charges if you are able to add items to your order.
We may be able to cancel your order if it has not been processed.
Please email us on email@example.com as soon as possible.
If the order has already been processed we will be unable to cancel the order.
If your order qualifies for a HipKids special offer, it will automatically be added to your cart.
Please read the Special Offer T&C's
Yes, you will receive confirmation email immediately after your purchase.
Please check this email to see if your order, address and contact details are correct.
Email firstname.lastname@example.org ASAP if you need to make changes.
You will receive Australia Post tracking information when your order has been dispatched.
Some orders may have multiple fulfillments with items being shipped from separate warehouses. There will be separate tracking numbers for each item.
You can check on your order using our Self Help section. Click on the CHAT icon in the bottom left hand corner of your screen on the HipKids website.
Read more about Shipping and Delivery HERE
We do not offer an Express Post option.
Please refer to our Delivery & Shipping page for delivery guidelines.
FAQ - Bikes, Trikes & Balance Bikes
Please visit our Bike Size Guide to determine the correct bike size for your little one.
FAQ - Cubby Houses
Prefabricated panels are easy and quick to assemble. All hardware, parts, panels and assembly instructions are included in the kit. Assembly timeframes are dependant on the Cubby House model.
Please refer to the product description on the items webpage for approximate assembly timeframes and pre-assembly preparation notes.
A full listing of what is included in each Cubby House kit is listed on the product page of each Cubby.
The product page also lists the pre-assembly preparation notes and associated products that are not included with each Cubby.
- Cubby Floor/Base. We suggest Cubby be fixed on a level concrete/paved floor or timber joist floor
- Silicon for waterproofing
- Tools & Ladder to assemble
Please see our individual Product Listings for details or contact our Customer Service team for more information.
We recommend painting your Cubby House externally and internally, either prior to assembly (recommended) or within 1-2 weeks of assembly to avoid timber movement due to exposure to the weather elements.
Please Note: Take Care when painting around perspex windows, as paint cannot be removed with a solvent as it will damage the perspex panel.
Please contact our customer care sales team at email@example.com if you would like any further information regarding the Dulux paint colors used in the main photos on the items webpage.
Our cubby houses are made from Fir Wood Timber (Pine family). The windows include hard grade perspex panels.
Our products are designed and constructed to comply with Australian Safety Standards for strength, safety and durability.
Please ensure you complete the recommended pre-assembly preparation guidelines and follow the assembly instructions.
To read the instructions before you start and ensure the floor/base is perfectly level before you start to erect the Cubby House
We recommend that if you don’t consider yourself to be a handy person, to employ an experienced carpenter to build the timber floor. We strongly recommend that a marine plywood floor is used on top of the timber joists
Yes definitely. This is an obvious benefit with prefabricated Cubbies. The panels can be unscrewed, transported to the new location and then reassembled
Unless noted on our website that we are currently out of stock, immediate delivery is available. Please note: depending on delivery location it can take up to 7-18 business days for your Cubby to be delivered to your door
This is our way of showing our appreciation for shopping with us.
It allows you to earn points every time you shop with us via our website or in store, subscribe to our newsletter, connect with us on social media, refer us to your friends, and more!
The more points you earn, the better your rewards.
For instance when you make a purchase via our website or in store you will receive 5 loyalty points for every $1 spent
100 points earned = $1 discount towards your next purchase
Once you have earned enough points you will be rewarded with a discount on your next purchase with us
- Earn 1000 points (equivalent to $200 spent with us) & redeem $10 off your next purchase
- Earn 2000 points ($400 spent with us) & redeem $20 off your next purchase
- Earn 3000 points ($600 spent with us) & redeem $30 off your next purchase
it’s as easy as that!.
NB: HipKids reserves the right to make any changes to current loyalty program if/when required
By creating a HipKids account you are automatically enrolled in the program. Simply click on Sign Up button on this page to create your account or visit our Melbourne Retail Store
You can earn points for all sorts of activities including simply by creating a HipKids account, making a purchase, referring friends, liking us on social
To see all the ways you can earn points and how many points you can earn for each completed activity see "How To Earn Points" section above on this page
You have 2 options to redeem your earn points
1. You can simply redeem your earned points at checkout using points slider.
2. You can redeem your earned points for a rewards voucher via the Rewards Page > Rewards Tab
You need to reach at least 1000 points which is equivalent to $200 spent with us to redeem points for a $10 Rewards Voucher
Please note: You need to be logged into your account in order to see points slider at checkout and your earned points in Rewards page
Your points will expire 12 months after your last order. If you make a purchase within 12 months, all your points are retained for another 12 months
You, or someone you referred, cancelled or returned a purchase
If you have earned your points by making a purchase, there is a 7 day approval period before points are added & available on your account.
The approval period starts after the associated order has been paid. The points will initially appear as "pending" in your account.