BREAKAGES DURING DELIVERY
Please ensure you check all your goods on arrival to ensure no breakages have occurred in transit.
Any breakages or faults must be reported immediately – the same or next working day after arrival to email@example.com
We know how heartbreaking it can be to receive a broken item and we want to help but please understand that if you do not report the breakage within 24 hours of receipt we are unable to exchange your goods. If an item arrives broken, the item will need to be returned to Children of the Wild and the (same) replacement item will be forwarded to you. Your return postage will be refunded to you for broken items.
Please note Children of the Wild is not responsible for any breakages that occur once the toy has been played with, or after a long period of time since delivery, unless deemed a manufacturer fault. Items will be assumed to be in use from the date they are received.
Please note we do not exchange products for a change of mind, so please choose your products carefully.
Please note, as the majority of our toys are handmade from timber they will often carry marks from the tree from which they were made, have small surface variations such as notches or divets, as well as variations in dye pigments and paint finishes. This is all part of the unique natural beauty of a handmade toy and we do not offer replacements under these circumstances.
On rare occasions we may receive our pre-order stock later than we had estimated in the product listing. Such a situation is out of our control and we are unable to cancel or refund orders for change of mind in such a situation.
Items are not deemed lost-in-transit until at least three weeks have passed since their date of lodgement with Australia Post or the courier. Lost-in-transit items cannot be replaced or otherwise addressed until an investigation has been completed by Australia Post or the courier service used to deliver those items.
We do not provide refunds for change of mind or user error. We are charged merchant fees on every order, including for refunds. If we do decide to offer you a refund for change of mind or user error, you will be charged an administration fee of 10% to cover these fees and our time.
Refunds are granted for major manufacturer faults only, that have been assessed and approved. For minor faults, we will look to replace or repair the product first.
When shipping your item back to Children of the Wild for assessment, you should consider using a trackable shipping service, purchasing shipping insurance, and/or purchasing signature on delivery. Responsibility for the safety of your item is retained by you until it is received by Children of the Wild. We are unable to guarantee that we will receive your returned item or that it will arrive in an undamaged condition.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, as well as shipping fees, and a credit will automatically be applied via your original method of payment.