FAQ

FAQ - General
Why has my personalised sticker not arrive with my item?

If you have chosen to personalise this product with your Child's name, your name sticker will arrive separately within 14-21 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.

How long will shipping take?

For more details on Delivery guidelines please visit our Delivery & Shipping page

Do you allow pick up?

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.

Payment Method options

Credit Card (Visa & Mastercard)

Paypal

 Afterpay

ZipMoney/ZipPay

Klarna

Humm

Internet Banking Transfer (Our bank details will be provided to you at checkout). Dispatch will only occur once the bank transfer has been confirmed.

Can I buy a Gift Voucher?

HipKids sells digital gift vouchers for set amounts. This e-voucher can be used towards anything on our website, and is valid for 3 years from the date of purchase.

To redeem a HipKids Gift Voucher, the recipient simply needs to enter the emailed Voucher Code at the last stage of the checkout when they are making a purchase. The value of the Voucher will then be applied to the order.

Any outstanding balance can be paid with the other available payment methods. The entire voucher value does not have to be spent in a single transaction, the remaining balance will be available on the recipient's account for future use.


Please Note:

1. The HipKids Gift Voucher can be redeemed online and in our Surrey Hills, Melbourne store.

2. Our Gift Voucher purchases do not qualify for any Free Gift with Purchase offer or Welcome Code promotion.

3. The gift recipient can utilise these relevant promotions when they redeem the Gift Voucher.

What is your returns / exchange policy?

Please go to our warranty & returns policy page to view our returns/exchange policy

Can I add change my existing order?

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 hello@hipkids.com.au

There may be additional shipping charges if you are able to add items to your order.

How do I cancel my order?

We may be able to cancel your order if it has not been processed.

Please email us on hello@hipkids.com.au as soon as possible.

If the order has already been processed we will be unable to cancel the order.

Am I entitled to any special offers?

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

Will you confirm my order details?

Yes, you will receive confirmation email immediately after your purchase (check your spam folder)

Please check this email to see if your order, address and contact details are correct.

Email hello@hipkids.com.au ASAP if you need to make changes.

Will you inform me when my order is dispatched?

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

Do you offer Express Delivery?

We do not offer an Express Post option.

Please refer to our Delivery & Shipping page for delivery guidelines.

FAQ - Bikes, Trikes & Balance Bikes
How to determine correct bike size for my child?

Please visit our Bike Size Guide to determine the correct bike size for your little one.

FAQ - Cubby Houses
What are the benefits of buying a prefabricated panel cubby house?

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.

What is included in each Cubby House Kit?

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.

What is not included in Cubby House Kit?

   - Cubby Floor/Base. We suggest Cubby be fixed on a level concrete/paved floor or timber joist floor 
       - Paint
       - Silicone for waterproofing 
       - Tools & Ladder to assemble

How is the Cubby House kit packaged?

Please see our individual Product Listings for details or contact our Customer Service team for more information.

When do I need to paint my cubby?

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 hello@hipikids.com.au if you would like any further information regarding the Dulux paint colors used in the main photos on the items webpage.

What is your Cubby Houses made from?

Our cubby houses are made from Fir Wood Timber (Pine family). The windows include hard grade perspex panels.

Are your Cubby Houses safe?

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.

What is the most important factor when installing the cubby?

1. To read the instructions before you start and ensure the floor/base is perfectly level before you start to erect the Cubby House.

2. Complete the pre assembly preparation instructions

If I decide to place my Cubby on timber joist floor can I build the floor myself?

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

Can my Cubby House be dismantled if we sell our house and want to take the cubby with us?

Yes definitely. This is an obvious benefit with prefabricated Cubbies. The panels can be unscrewed, transported to the new location and then reassembled

How long does it take to get a cubby made & delivered?

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 7-21 business days for your Cubby to be delivered to your door 

HipKids Rewards Program
What is the HipKids Rewards Program?

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.

Read all about our Rewards Program

NB: HipKids reserves the right to make any changes to current loyalty program if/when required

How do I join?

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

How do I earn points?

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
media etc.

HipKids Rewards Program

How do I view my points balance & available rewards?

Login to your HipKids Account page, once you're logged in click on the Rewards tab option to view your available rewards & points balance

How do I redeem my earned rewards?

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

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

When do my points expire?

Your points will expire 6 months after your last order if there is no activity on your account.

Why did my account point balance go down?

You, or someone you referred, cancelled or returned a purchase

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