Returns Policy

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase.

We stand behind the quality of our products and service so if for any reason you are not satisfied contact us within 14 days from the date of your purchase for a resolution.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and you must have contacted us for an Return Authorisation number.

Personalised Items

We will not be able to offer you a refund or exchange for personalised items in the following situations.

• Change of mind
• Spelling, punctuation or grammatical errors made by the customer.
• Inferior quality or low-resolution of uploaded images.
• Design errors introduced by the customer in the design creation process.
• Errors in user-selected options such as product type or size.
• Slight colour variations which may occur during the transfer process.

If you have made an error and are not happy with the end result you may still contact us to see if we can resolve your issue in the most affordable way.

Shipping

We guarantee to ship your order as soon as possible which is usually between 1-2 days from receiving your order. Orders you place with the Soft Toys Shop late on Friday or on the weekend will not be processed until Monday.

Delivery times vary based on your shipping destination. We use a combination of Australia Post and private couriers to ensure the fastest possible delivery time.

We offer a standard flat rate shipping cost of $7.95 anywhere in Australia.

International Shipping

Please contact us for international delivery rates.

Pickups

At this time you will not be able to pick up from our distribution warehouse.