PRODUCTS:
For assorted items, can I select which one that I want?
As shoppers ourselves, we like to be able to choose which item we prefer. Wherever possible, we will also offer you that choice either as a separate item or as a selectable option. As we receive the products as assorted items direct from our suppliers, there will be occasions where it is not practical to offer the products individually, particularly as some items can vary in the quantity of each variation received. In these instances, you will be provided with the product at random. We encourage you to give an indication as to your preference during checkout however we cannot guarantee that this is the option that you will receive.
Why is the item I received different from the image on the website?
There are a couple of reasons why the item may be different. Firstly, it could have been an assorted item that was chosen at random (see question above). Secondly, whilst we try to ensure that the images on our website are as accurate as possible, they can appear different when viewed on different computers and also when viewing the physical product. Some colours and packaging (i.e. balloons and streamers) are also indicative only and may vary slightly. There are also occasions where the product colour or packaging may have changed, which is outside of our control. Lastly, and hopefully not the case, we may have made a mistake. If you have any queries in regards to the product that you received, please contact us.
Is the availability of the products on your website accurate?
When items are in stock, it means that we physically have the stock on site and we will always do our best to ensure that any information on our website is accurate. However, human error is unfortunately possible or items may have sold out at the same time that you place your order. Should there ever be a situation where we are unable to provide the product that you ordered, we will contact you as soon as possible in regards to your options. This may include the possibility of placing the item on backorder.
ORDERS:
Can I cancel or change my order?
For non-Layby orders, you can cancel or change your order at any time prior to the order being prepared for shipping. Our Returns Policy for change of mind returns and product exclusions will apply. Shipping costs will not be refunded if the order has already been prepared for shipping. Additional shipping costs may also apply if products or the shipping destination are altered.
Due to transaction costs incurred by us which are not reimbursable and any time already spent processing your order, a Cancellation Fee of between 3-10% will apply to any orders which have been paid for and subsequently cancelled or altered (products removed) prior to shipping. The amount of the cancellation fee will vary depending on the payment method used.
Please review our Layby Policy for changes to your Layby.
I have not received confirmation of my order. Have you received it?
Order confirmation emails are automatically sent once your order is placed. Please check your junk/spam folder and add info@storvynkids.com.au to your list of safe senders. If you are still unable to locate it, please contact us.
The Gift Voucher that I purchased hasn’t been received by the recipient.
Gift Vouchers are automatically emailed to the recipient’s address that was provided. Please have the recipient check their junk/spam folder and add info@storvynkids.com.au to their list of safe senders. If they are still unable to locate it, please contact us.
Do you gift wrap?
This is not a service that we currently provide.
PAYMENTS:
Why is there no payment method shown during Checkout?
If you have included any “Future Release” products in your cart along with other items, then no payment method will be shown. Future Releases must be part of their own order due to the length of time before they may be available.
What payment methods do you accept?
We accept Visa, MasterCard® and American Express®. Alternatively, you can choose to pay via PayPal, Afterpay or a direct deposit can be made into our account. We are not able to accept Diners Club.
Once payment has been received your order will be prepared and shipped as per our Shipping Policy.
Do you retain my credit card details?
All credit card payments are processed securely through the payment gateways offered by Stripe® or PayPal, depending on your choice. These payments bypass our website so we will not have access to your credit card details.
I would like to pay using Afterpay, why is it not showing as an option during checkout?
If you are purchasing a Gift Voucher or any Pre-Order/Future Release product, Afterpay will not be available during Checkout. If you don’t have these items in your cart, please get in touch and we will look into it further.
LAYBY:
Can I cancel or change my layby?
You can cancel your layby at any time prior to it being shipped to you. Please note that cancellation fees will apply. We are unable to amend any orders placed on layby.
How can I make payments on my layby?
Payments can be made by PayPal or Direct Deposit. This information will be provided to you on the Order Confirmation page and via email once your order has been placed.
Why is layby not showing as a payment option?
Some products are excluded from being placed on layby. These include Gift Vouchers, Clearance and Future Release items.
SHIPPING:
My order is a gift for someone at my address. How will it be packaged?
To minimise waste, we re-use packaging that we have received products in from our suppliers. As some of the boxes may have brand names or product information on them, the parcel that you receive may indicate that there are toys etc. inside, but not necessarily the same toys as you ordered. If you want your order discretely packaged, please let us know in the Order Notes and we will do our best to ensure that your secret is kept safe.
Can I pick up my order?
Pick up is available by appointment in Byford. Please see our Shipping Policy for further information.
Do you offer express postage?
Express Shipping options are displayed during checkout (where available). Due to the cost of shipping, we don’t offer this as an option for all products. Please see our Shipping Policy for further information.
I would prefer to have my order sent to a PO Box, RMB, Parcel Collect or Parcel Locker. Can this be arranged?
Not all of our shipping carriers are able to deliver to a PO Box, RMB, Parcel collect or Parcel Locker. To accommodate requests to ship to these addresses, we have included an “Australia Post Only” option during checkout.
Do you ship outside of Australia?
We are currently not offering international shipping. However, we do have international customers who purchase and ship to an Australian address.
Where is my order?
Once your order has been shipped from us, you will be able to track it on the carrier’s website. Delivery times do vary depending on your location (please review our Shipping Policy for delivery timeframes). There may also be delays at peak times of the year (i.e. Christmas) or for other reasons outside of the carrier’s control (i.e. bushfires). Please note that your parcel may show as ‘in transit’ until it is scanned as being out for delivery If your parcel is more than 5 days overdue, please lodge an enquiry with the carrier or contact us for further assistance.
CONTACT:
Do you have a phone number that I can call you on?
As a family run business with young children, we strive to achieve a work/life balance. Due to this, our hours of work are mostly outside of normal working hours and can vary from day to day. We will respond to your enquiry as soon as possible however this will generally be outside of standard business hours.
