FAQs & SUPPORT
When will I receive my order (Australia & New Zealand)?
Orders placed before 8:00 am AEDT will be dispatched on the same day - Not including personalised toys which require up to 7 business days to dispatch. Please allow 14 days during promotional periods. Please see our Personalised toys T&Cs here.
Given the exceptional time frame our team ship your order, once your order has been shipped, it is transit and/or you have received your tracking number, NO CHANGES CAN BE MADE to your order. Once you click PROCESS PAYMENT, you are agreeing to the terms set below.
We use Australia Post for Australian and New Zealand Shipping and we offer both AusPost Standard, AusPost Express.
As magical as our pals are, our team are human. All shipping time frames are out of our control once your order is in transit. Unfortunalty, this is one of the many industries effected currently by a depleted work force.
Riff Raff Baby Pty Ltd is NOT financially accountable for shipping delays incurred due to changes handed down from government policy on workplaces to follow social distancing and restrictions on workplaces. Due to Covid-19 restrictions on Australia Post and WORLDWIDE distribution centres and Customs in the country of destination, delays can and do occur intermittently on ALL of dispatch services. THIS INCLUDES EXPRESS SHIPPING.
If your order is AUD$85.00/ USD$65.00 / NZD$90.00 and over, it qualifies for FREE Express Shipping. You will be sent tracking information via email once our team has fulfilled your order.
If you would like to know how long it takes to get to your location within Australia, please use AusPost delivery time calculator.
Our Shipping details are Riff Raff Baby Pty Ltd. 15 Irene Ave, Coburg, Victoria 3058, Australia.
What is your returns policy?
We understand it is very difficult to know if an online purchase will meet your expectations.
That is why we have a 100% risk-free returns policy.
Returns for Change of Mind
Riff Raff Sleep Toys offer FREE change of mind returns and exchanges on Toys and books within 30 days of purchase within Australia.
You will supplied with a FREE shipping label to return your order to us. Please note, we do not refund the shipping charge you paid at the time of ordering.
Over the Christmas period this extends to the end of January.
Riff Raff Sleep Toys offer FREE change of mind returns and exchanges on Toys and books within 60 days of purchase outside Australia. Shipping is paid at the customers expense.
The following applies.
- Items must be in perfect as new quality (unused)
- Original packaging MUST be intact and included in your return.
- All personalised toys are exempt from this policy as per our Personalisation T&Cs.
- Sticker Sets are exempt from this policy.
- Tote Bags are exempt from this policy.
- Toys used in any way are excluded from this policy.
All goods purchased in NQR sales are exempt from this policy. - Refunds will only be actioned to the accounts from which the goods were purchased.
Exchange Policy-
If you did not purchase the item, you are entitled to a FREE exchange ONLY within 30 days.
Please be aware that exchange or refunds will only be processed when the goods being returned have been received and confirmed as as-new quality.
Refunds will only be actioned to the accounts from which the goods were purchased.
Toys used in any way are excluded from the policy.
You will supplied with a FREE shipping label to return your order to us.
Gifts exchanging for other characters will require proof of purchase from the giftee including the specific order number and name of person.
- All personalised toys are exempt from this policy as per our Personalisation T&Cs.
- Sticker Sets are exempt from the returns policy.
- Tote Bags are exempt from this policy.
- All goods purchased in NQR sales are exempt from this policy.
CLICK HERE to go to the answers for any other questions you may have.
If there is something not there please hit us up on the live chat below or email us at hello@riffraffandco.com