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FAQ

Can I use my Store Credit Voucher online?

No unfortunately they do not work online. We will be extending the validity of any vouchers that expire during the time of our stores being closed so that they can be used in stores when we reopen.

I want to return an item I bought in store, but the stores are closed.

Our in-store refund policy will be put on hold until we reopen. Any purchases made in store between 26 February and 23 March 2020, will be eligible for a refund on items that want to be returned when we reopen assuming they meet our returns criteria.

When can I expect my order?

It often takes 24-48 hours for your order to leave our warehouse and during busy times (such as when we have a sale, Black Friday or Christmas) it can take up to 10-business days for your order to be picked up by Australia Post. Your order status will remain in 'Awaiting Fulfilment' until that time. You will be notified by email when it has been packed and is awaiting collection by Australia Post. It will also include your tracking details. 

Delivery times vary depending on location. Please refer to our Shipping & Delivery page for all information on delivery times.

Products in my cart are no longer available when I'm checking out - what happened?

During our Promotional Periods we receive a higher volume of customers shopping on the website simultaneously. When items sell out in the process of your checkout experience it simply means another customer purchased the final product prior to your transaction completing.  

Do you have a pick up in store option?

Yes, in selected stores. Read more here about the ways to shop here

Why can't I select my local store for Click & Collect?

We are working hard to have all our Kidstuff stores available for Click & Collect, however it is only available in a few at the moment. If you can't select your store, it's because we do not offer Click & Collect there.

Can I pick up my Click & Collect order from multiple stores?

No. Your items won't be able to be purchased if they're not all available at your chosen Click & Collect store.

Do you do refunds or exchanges?

Yes we do! You are welcome to take your items into your closest Kidstuff store and our friendly team members will be able to assist you with your return or exchange. For more information, please refer to our Returns & Exchange page or contact us at customercare@kidstuff.com.au if you need further assistance.

Tracking Orders

Upon placing your order, you will receive a confirmation email. Once your order has been dispatched from our Warehouse you will receive an email with your unique tracking number so you know where exactly your order is! You can also find your tracking id by logging into your Account online.

How long does it take to process an order?

See our Shipping & Delivery page for more information on expected delivery times. If you place an order during a weekend, your order will be processed the following business day. Please allow for extra processing time during sale or busy periods such as Christmas. To see the status of your order log in online and you will see your order status under your account.

Our order statuses:

Awaiting Payment means your order is received and we are awaiting payment confirmation.

Awaiting Fulfillment means your order has been sent to our warehouse team who will process your order.

Awaiting Shipment means our warehouse team have packaged your delivery and is awaiting collection from our AusPost provider.

Shipped means your order has left our warehouse with AusPost and is on its way to you.

Completed means the order has been delivered to you.

Do I need to create an account to make purchases online?

No, you can checkout with Kidstuff as a guest. To save your details for future purchases and to be able to see your order status you can register with us.

Can I change my billing/shipping address?

Unfortunately, orders are unable to be changed or cancelled once you complete a purchase. However, you can reach out to our team and we are more than happy to assist you with this!

Can you gift wrap my order?

Kidstuff offers a premium gift wrapping service for $4.95 per gift including a personalised gift tag. Our packing team is happy to gift wrap to your specifications, and write your message on an age appropriate gift tag. Please write any instructions for our packing team when select your gift wrapping while in your cart.

We offer gift wrapping on most items, with the exception of some larger items, and those that are delivered directly from the supplier. If an item can’t be gift wrapped, it’s clearly labeled in the item description. If you’re ordering a larger item please read the product description carefully before placing your order to avoid disappointment.

*During certain sale events gift wrapping will not be available online due to high volumes.

Coupon / Promo Codes

If you have a Kidstuff coupon or promo code you can apply this at the cart checkout page and press 'apply'. All coupon codes have an expiration date, and if that date has passed, it is no longer valid. Please check the original email sent to you for the valid dates, or contact our Customer Service Team to clarify for you.

Do you offer gift cards?

Yes we offer a Kidstuff physical & electronic gift card. Read more information here.

How do I order?

Simply select the products you like, personalise them and add them to the cart. Next click Checkout and follow the  steps to finalise your payment and submit your order. Easy!

Can I use my welcome coupon on sale items?

No, the welcome coupon cannot be used in conjunction with any other offer or coupon, used on sale items or during sale periods.