My Cart: 0 items
Category Navigation:
You're currently on:
Help Centre
Welcome! We've made finding out information so much easier. Find your topic below and click on the link to find out more.....
Contacting Us:
- How to I contact The Kids Store?
- Product enquiries
- Order enquiries
- How do I cancel an order?
- Can I add to or change my existing order?
Returns and Exchanges:
- Returns / Exchanges Enquiries
- What is the returns/ exchange policy?
- How do I return/ exchange an item?
Delivery
- How much does shipping cost?
- Where do you deliver?
- How long does delivery take?
- Can I arrange for express post?
- What do I do if my package hasn't arrived?
- I still have not received my order?
Confirmations
- Will you confirm my order details?
- Will you inform me when my order is dispatched?
- I am waiting on a backorder
General Information
- How can I pay for my order?
- Is shopping at The Kids Store secure?
- How do I subscribe to The Kids Store Newsletter?
- How does our Loyalty Programme Work?
Contact us
Email: enquiries@thekidsstore.com.au (all email enquiries are responded to very quickly to during business hours).
Customer Services: 1300 976 175
Fax: 1300 976 185
Address: The Kids Store, 6 Ross Place, Wetherill Park, NSW 2164
Product enquiries
If you want to know more about a particular product or enquire when we are getting more stock in, feel free to email us at any time at enquiries@thekidsstore.com.au and we will be happy to help.
Order Enquiries
For all order enquiries, please email us at enquiries@thekidsstore.com.au. We respond very promptly during business hours.
Telephone: 1300 976 175
Fax: 1300 976 185
Cancelling an order
If you wish to cancel an order please email us at enquiries@thekidsstore.com.au as quickly as possible with your full name and order number. Don't forget that we process and send parcels very quickly and refunds cannot be provided on items that have already been dispatched from our warehouse. If your order is processed and sent before your order is cancelled, you can send back to us within 30 days for a full refund (excluding postage).
Changing your order
Adding to or changing your existing order is no problem at all. If you would like to add to or change your order you will simply need to email us urgently at enquiries@thekidsstore.com.au. You will need to provide us with both your order number and a list of the changes you would like to make.
We endeavour to dispatch your parcel the same day if your order is placed before 12pm (EST) and the next working day if your order is placed after this time. Therefore you will need to contact us as soon as possible in order for us to administer the changes before you parcel is dispatched from our warehouse. Additions required after an order has been dispatched will incur additional postage charges.
Wholesale enquiries
If you are a wholesaler who would like to sell your products via our online store we would love to here from you. Just email us at nicky@thekidsstore.com.au with the details of your product range. Please include the wholesale price, materials the product is made out of, product descriptions along with any product images.
Returns / Exchanges enquiries
To find out if you are entitled to a return or exchange please view our Returns Policy. Once you have verified whether you are entitled to return or exchange an item please download our Returns Form and return your parcel with a completed copy of this form to the following address:
Returns Department
The Kids Store
6 Ross Place, Wetherill Park, NSW 2164
For any further return / exchange enquiries please email: enquiries@thekidsstore.com.au.
Zero Hassle Returns Policy
We know how frustrating it is to receive items in the wrong size or colour. For this reason, we've come up with our Zero Hassle returns policy. We make it as easy as possible to return items to us, for a replacement or refund.
Our Zero Hassle returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item, unused and complete with all packaging (clothing must have labels attached and footwear must be in the manufacturers box) and we will issue a full refund for the price you paid for the item. Please allow up to 14 days for us to process your return.
Please note, that we will not cover the cost of posting items back to us, unless we have agreed to do so in advance. For items over $100 in value, we strongly recommend using Australia Post registered delivery, as we can't be responsible for items you return to us, that do not arrive.
Exchanging Items
If you want to exchange an item, for example for a different size, you will need to return the item to us with a copy of your receipt or a letter clearly stating your name and order number and the items you would like to exchange. When we receive the returned item we will dispatch the new item to you. Postage costs will be charged to your credit card before your order leaves our warehouse. Please remember that we are only able to exchange items within 30 days of the date you received them. Items you return to us for exchange must be in their original condition. We can normally turn your exchange around very quickly, but during busier periods, please allow for up to 14 days for us to process your request. If for any reason we are out of stock of the item you wish to exchange we will contact you either by phone or email to discuss.
What do we mean by Original Condition?
To return an item or items to us, under our Zero Hassle Returns policy, the items must be unused and new, in the condition they were sent to you in. Items must have:
-
Their original labels and tags
-
Boxes and packaging as supplied by the manufacturer. This is especially important for shoe and boot boxes, which must be unmarked.
-
The plastic bag they arrived in, complete with the stock label.
-
All parts, instruction leaflets, spares and components.
Items must not:
-
Have been used or worn
-
Be dirty, soiled or wet
-
Be marked, damaged or scratched.
-
Returning damaged, defective or incorrect items
We strive to offer the best service anywhere. But, very occasionally, things will go wrong. If you receive an item that's damaged, or defective, you can return it to us, free of charge, for a replacement or full refund. If you elect to receive a replacement item, we will pay the delivery costs you incur returning the defective item and dispatch the replacement free of any delivery charge. Please note: we cannot provide a refund for items whereby the 'Instructions of Use' have not been followed correctly.
In the event of thekidsstore.com.au sending you a replacement for a damaged, defective or wrong item, you must return the original item to TheKidsStore.com.au within 30 days. TheKidsStore.com.au reserves the right to charge the price of the replacement item to the payment card used for the original order if you do not return the original item to us within 30 days of the date on which TheKidsStore.com.au confirms we will issue a replacement.
This returns policy does not affect your statutory rights.
How do I return / exchange an item?
All returns must be sent to the following address:
Returns Department
The Kids Store
6 Ross Place, Wetherill Park, NSW 2164
Please print out and complete our returns/ exchanges form. Please include this form with your return parcel.
Delivery Costs
$6.95 for most products! Its just another way to get great value for money when shopping at our store. You will only be charged one delivery fee for your entire order.
Please note that our flat rate shipping charge does not include the following items:
- All bedroom furniture
- Highchairs
- Moses baskets
- Large tents
- Bikes and trikes
- Strollers & carseats
- Any other heavy weight item included in our store
Shipping charges for heavier items will be based upon the size and weight of the product and prices per state are clearly marked on the individual product pages.
Furniture Delivery Costs
If you are purchasing furniture, you will be charged our flat postage rate of $6.95 as you proceed through the check out. Actual delivery charges will be calculated after your purchase has been made. You will receive an email with a quote for delivery that will include the flat rate you have already paid. Postage prices will depend upon the number of items purchased and your delivery location.
Delivery Destinations
We deliver everywhere within Australia including PO Boxes, Businesses and home addresses.
Delivery Schedule
We endeavour to dispatch all orders received before 10am the same business day. Orders received within the 24 hour period after this, or on non-business days, are shipped the next business day providing all items are in stock. If items are not in stock, customers will be notified immediately by email or phone with the option to either change or cancel the order. Orders will not be dispatched until payment is received. Customers paying via EFT (electronic funds transfer) can expect a longer wait period as this payment method takes longer.
The Kids Store dispatch all their orders from Sydney and delivery times depend on their destination. Please see our delivery schedule guide below as set out by Australia Post.
Australia-wide Schedule
- Delivery within metro Sydney: Next working day
- Delivery from Sydney to other cities and large towns in NSW: 1-3 working days
- Delivery between other locations within NSW: 1-3 working days
- Delivery between Sydney and adjoining east coast capitals (including Adelaide): 2 working days
- Delivery from Sydney to other capital cities: 3-5 working days
- Delivery from Sydney to other interstate locations: 4-6 working days
Note
These timetables are guidelines only set out by Australia post; The Kids Store cannot guarantee exact delivery times. They are based on reasonable expectations and experience. For more detailed information, please contact us and we will advise on your parcel's progress. All of our parcels are tracked.
Express Post
If you would like to Express Post an item please contact us at enquiries@thekidsstore.com.au and we will arrange this service. Additional express post charges will be applied.
Order confirmation
We will ask for your email address during checkout and we will send you confirmation immediately. Once you have completed the checkout process you can be confident that we have received your order.
Dispatch email
Your order will be automatically dispatched from our stock room either the same day or the following business day and you will receive an email to confirm this. We like to make sure all orders are sent quickly so you don't have to wait. If you have not received your parcel within 7 days of placing your order, please contact us immediately at enquiries@thekidsstore.com.au.
I am waiting on a backorder and the due date has passed
Regretfully there are many processes in product manufacturing and they are all subject to delays. We do our best to ensure all products are kept in stock at all times and to reorder efficiently when stock levels decrease. New deliveries are sent out immediately.
E Parcel Tracking
We now track all of our deliveries with our new eParcel delivery service (provided by Australia Post). This peace of mind service delivers to all addresses within Australia including PO Boxes and requires a signature. Don't worry if you're not home, Australia Post will leave a calling card in your letterbox and you can use this card to pick up your parcel from your local post office.
The eParcel delivery service allows us to track customer orders from the moment they are dispatched from our warehouse until they are delivered to your door. Customers have the assurance of knowing where their parcel is at all times, particularly if delivery is delayed. If your parcel has not yet arrived and you believe it should have been received, please don't hesitate to contact us via email at enquiries@thekidsstore.com.au. We also need to know if Australia Post are experiencing delays or if there are any other problems with our delivery service. We are more than happy to look up the status of your order for you.
I have not received my order, should I wait a few more days?
Although we endeavor to deliver your parcel within 3-4 working days, parcels will on occasion, not arrive as expected. Please be aware that before we can deem any parcel as missing, 7 working days must have passed from the date of dispatch. For remote areas please allow 10 working days. Please do not hesitate to contact us via email if you have any concerns, we will be happy to help.
Payment Methods
The Kids Store accepts the following methods of payment:
EFT (electronic funds transfer)
Paypal
Visa
Mastercard
American Express
Safe Shopping
The Kids Store is a secure site and safe shopping is our number one priority. We use a 156 bit certificate. Please do not hesitate to contact us if you have any questions, we'd love to hear from you. enquiries@thekidsstore.com.au.
HAPPY SAFE SHOPPING!
Subscribe to The Kids Store Newsletter
Platinum Club Membership
Our loyalty programme provides a great way for returning customers to receive great permanent discounts when shopping at our store. It's really easy here's how it works:
When you purchase from our store, you automatically accumulate points and receive 10 points for every $10 you spend
Reach 500 points and automatically become a member of our very exclusive 'Platimum Club'
Platinum Club Members will then receive a permanent 10% discount off full priced items for life
Platinum Club Members will also receive exclusive special offers and will be the first to hear about new and exciting products that hit our store
It's really simple and if you have been shopping with us for a while and have already saved enough points, then you're discount will occur when you proceed through our checkout.