Dear Valued Customer,
Due to severe storms on Friday afternoon, Telstra have a service outage on phone lines and internet in our Office and Store.
If you have a query and need reach us please email sales@hipkids.com.au and we will endeavour to respond as soon as possible.
All online orders will be processed as normal via our external warehouse.
We apologise for any inconvenience
PRE-CHRISTMAS DELIVERY GUIDELINES
**The following date guidelines are a guideline only for pre-Christmas delivery, based on delivery guidelines from Australia Post.
These "order by" dates are not a guaranteed time frame for delivery and are based on STOCK Items (not including pre-order items due to arrive at a later date).
For Beds, Cubbies & Personalised Name Stickers, please contact us directly for an estimate time frame for delivery to your area, as Courier Services require a longer timeframe.
Please understand that in some cases, we cannot assure pre-Christmas delivery**
For pre-Christmas delivery, order by:
Monday 3rd December - Remote Tasmania, Northern Territory & Cairns Regional
Wednesday 5th December - WA Regional
Thursday 6th December - Alice Springs, Cairns City, Darwin City, Rockhampton,Townsville, Mackay, Perth (WA) Metro
Wednesday 12th December - Tasmania Metro, Brisbane Metro, Gold Coast & Sunshine Coast Regional, Toowoomba Region, NSW Regional, SA Regional, ACT Regional
Monday 17th December - Sydney (NSW) Metro, Adelaide (SA) Metro, Canberra (ACT) Metro, VIC Regional
Tuesday 18th December - Geelong Metro
Wednesday 19th December - Melbourne Metro
Delivery
- We'll endeavor to dispatch your order within 24-48 hours of receiving your order and cleared payment
- There may be a delay for customers paying via Bank Deposit as electronic payments can take between 24-48hrs to clear
- Please note that we are unable make any changes to your order once processing has commenced
- All orders require a signature upon delivery
- Delivery can only occur Monday-Friday during business hours
- Pre-Order Dates on our Pre-Order Products are estimate dates only for arrival into our warehouse and not a guaranteed date for dispatch
- Unfortunately we have no control over delivery time once your order has left our warehouse, however as a guideline please see the table below.
Australia Wide Delivery Schedule
Normal Delivery Guidelines Below (excluding Beds & Cubbies):
- Delivery within metro Melbourne: 1 - 3 business days
- Delivery from Melbourne to other cities and large towns in VIC: 1 - 4 business days
- Delivery within metro Sydney: 3 - 5 business days
- Delivery from Melbourne to other interstate locations: 4 - 10 business days
If you would like your order in a hurry please email Customer Service at sales@hipkids.com.au with your order number and we will do our best to prioritise your order.
Please note delivery guideline for Cubbies & Beds via Courier is approximately 5-10 business days from date of dispatch.
Please note: Above Delivery Guidelines are guidelines only, not a guarantee of delivery timeframe. In our experience the above delivery guidelines are met the majority of the time however once your order has been dispatched & leaves our warehouse we unfortunately have no control to ensure the above guidelines are met
All products (with exception to Cubby Houses, Beds and over-sized items) are dispatched via Australia Post. You can expect to receive an email with delivery tracking number after your order has been dispatched. In the event that you are not home at time of delivery or if Australia Post does not normally deliver parcels to your door, Australia Post will leave a calling card in your mailbox and your order will be left at your nearest post office for collection. Please be sure to quote your Australia Post tracking number and bring along photo ID for collection. Signature is required for delivery.
Cubby Houses and Beds are dispatched via Courier and require a signature for delivery. All Delivery costs are based on delivery to your front door or ground floor during normal business hours. It is the buyers responsibility to make arrangements to take items at this point. Our Couriers will not deliver to upstairs or lift access locations.
Important Note: We highly recommend when making a purchase you select the 'Delivery (includes Postage Insurance)' option at checkout. Doing so will mean your order will be covered in the unlikely event your order is lost or damaged beyond repair in transit. Hip Kids cannot be held responsible for uninsured orders if lost or damaged beyond repair in transit. Please note that delivery insurance is valid only for a period of 7 days after receipt of goods. Please also refer our terms and conditions page for further information.
Due to the size of our parcels we only ship within Australia
1 Year Structural Warranty
All HipKids products come with a 1 Year Structural Warranty so you can shop with complete piece of mind.
HipKids will at our discretion repair or replace any product with a manufacturing or materials fault for the duration of 1 year from purchase date:
Warranty does not apply if:
- Damage caused by:
- Incorrect assembly
- Inadequate Storage
- Inappropriate cleaning products used
- Misuse
- Abuse or neglect
- Failure to follow recommended maintenance guidelines
- Normal wear and tear
- Rips, wearing, pilling, creasing, stains or fading of upholstered products
- Fading or discolouration caused by excessive exposure to direct sunlight
- Products not used for intended purposes of Domestic use
- The product have been tampered or modified with in any way
- Force Majeure
NB: This 1 Year Warranty does not apply to any of our products that have been purchased for commercial use.
Can I return my product?
Yes! HipKids offers all customers a risk free 30 day Money Back Guarantee (subject to conditions below).
We want you to be 100% happy with your purchase so:
- In the unlikely event that your item is faulty or damaged on delivery, HipKids will repair, replace or provide a full refund upon return of the item. You must make contact with HipKids within 7 days of receipt of product.
- If you change your mind about the purchased product, you are welcome to return the product for a refund (excl. postage fee), exchange for another product or receive a Credit Note.
The following conditions do apply:
- You must make contact with us and return goods within 30 days from date of purchase (14 days for Melbourne Showroom purchases)
- For Cubby Houses and Beds, we will accept change of mind returns within 15 days of receipt
- Sale or Clearance items can only be exchanged within 14 days, refund not available
- All returned products must be unused, unassembled and in their original condition (including all original product packaging)
- Any free gifts with purchase must be returned with original purchase or customer will accept liability for the unreturned item/s
- Proof of purchase will be required
- For damaged / faulty items photos may be requested via email, within 7 days of receipt of goods
- For Change Of Mind refunds only a $15 handling/re-stocking fee applies. Handling/re-stocking fee is not applicable for damaged/faulty items returned or change of mind exchange
- Special Order items, such as Name Stickers and Wall Stickers cannot be returned or refunded, unless faulty
- Products purchased from our seconds & sample sales cannot be returned
PLEASE NOTE: HipKids at their discretion have the right to reject returns outside the 30 day return period (15 day period for Cubby Houses and Beds), or items which are returned that have been used and not in their original condition (including all original product packaging). Reasonable care of returning goods must be taken; failure to do so may result in refusal of return for refund or we may deduct up to 50% of the cost based on the condition of the goods. Product Returns that do not meet our Return criteria will be at the Buyers Disposal.
What if I receive an incorrect product?
In the unlikely event that you should receive an incorrect product re-delivery of correct item will be sent out:
- Immediately after we receive the original product from you.
- Returned product is in its original packaging, unused, unassembled and in original condition.
- To the original address on order, unless otherwise agreed to in writing
How do I return a product?
Any return or exchange must be first advised via email, addressed to - sales@hipkids.com.au.
Please be sure to quote your HipKids Order Confirmation Number and contact details in all correspondence.
Please post Returns at your nearest Australia Post store, via Registered Post (with exception to Cubby Houses and Beds) to:
HipKids 50 Whitehorse Road, Deepdene Victoria 3103, and Outer Packaging must contain your HipKids Order Confirmation Number and your Full Name.
Note: Refunds will be processed within 5-7 business days once above conditions are met.
Secure Online Payments
Visa & Mastercard
Hip Kids use eWAY payment gateway service. This provides secure online payments using credit cards via the internet. We accept VISA and MASTERCARD. All transactions and payments are handled using a SSL (Secure Sockets Layer) service, ensuring your details are safe.
Afterpay
Using Afterpay you can pay for your order over 8 weeks. There's no interest or added fees and nothing to pay today. Payment will be automatically taken from your debit or credit card in four equal payments each fortnight over 8 weeks, and
you will receive your order immediately.
Paypal
Pay for your goods using PayPal, one of safest methods for making payments online. If you don't have an account setting one up is easy. Please go to www.paypal.com to do so.
ZipMoney
Buy Now Pay Later! Simply checkout with ZipMoney - and pay for your purchases with flexible interest-free monthly payment
Electronic Funds Transfer
Pay for your goods using your own online banking arrangements. Our bank details will be made available to you via an email once you have made a purchase. If you do not currently have the ability to pay via online banking you may also make payment in person at any Commonwealth Bank Branch
Layby Options
Sorry, Layby is not available however Afterpay & Zipmoney are a great alternative.
