Shipping Policy
Dispatch
All orders are shipped from our Brisbane location, Monday through Friday. Orders placed over the weekend will be shipped on Monday.
We strive to dispatch all orders on the same day they are received, but occasionally, unforeseen delays may cause your order to be sent the next day.
During peak trading periods or sales events, dispatch times may be extended.
Tracking information will be made available and emailed to you once dispatched.
Shipping costs
Free standard shipping on all orders over $125 (with some exceptions, see details below). For orders under $125, a flat shipping rate of $9.95 applies.
Express shipping is also available on most products. Express shipping may not be available for some bulky and/or heavy products.
Collect in store order
Orders that are being collected from our Enoggera or Graceville stores do not attract any shipping fees. They are usually ready within two hours of order placement, however a longer wait time may be necessary if the order requires transfer from our warehouse. For orders that do require transfer from our warehouse, they are usually ready for collection within four hours.
You will receive a notification via email when your order is ready to collect.
If you require your collect in store order urgently, please contact us on (07) 3354 1044.
Additional shipping costs
Some of our larger items are bulky and heavy, so they are excluded from the flat rate fee and free shipping. These may incur additional shipping charges based on your location.
Bulky and heavy orders (including orders that contain multiple products) are still shipped free to East Coast metropolitan areas. Metropolitan areas are determined by the courier.
Due to extra fees charged by couriers, shipping to Western Australia, Northern Territory, Tasmania and remote New South Wales, Queensland or Victoria may incur additional shipping charges.
Shipment of orders to PO boxes, Parcel Lockers and Parcel Collect stations may incur additional shipping charges.
If you purchase a bulky item or require delivery to a PO box, Parcel Locker or Parcel Collect, you will complete the checkout process as usual, and we will follow up with an invoice for the extra shipping costs.
To inquire about additional postage charges before completing your purchase, please email toys@kandkcreativetoys.com.au.
Things to keep in mind
Our business utilises a number of different couriers to fulfil your orders. The specific courier is determined by order sizes and delivery location.
Unfortunately, we cannot be held responsible for deliveries made to an incorrect address, and additional costs may apply for redelivery. Please ensure you double check your delivery address upon order placement.
Once the item has been shipped and is with the carrier, responsibility transfers to the customer. While we will do our best to assist if items are lost or damaged during transit, K and K Creative Toys is not liable for any loss or damage. Please follow up directly with the shipping provider.
For major cities, delivery should be within 3 days, but some regional areas may take longer.
The size of the order can also affect delivery times as we may need to use road courier services for larger items. For major cities this could take up to 4 days. If you are in a regional area, please allow up to 5 days. All days quoted are business days.
For a signature delivery, a card will be left advising how your parcel can be collected. If you did not request signature on delivery, it will be left as instructed.
Should Australia Post be the appropriate delivery agency, we cannot guarantee that special instructions about leaving parcels in a particular spot will be met
Parcels will be wrapped in as anonymous a way as possible, to avoid little people knowing what is going on!
Gift wrapping is available although that may not be possible for some large items and we will let you know promptly if that is the case. Our Checkout process notifies choices during purchasing. Just let us know what message you wish it to have.
Once your order has been placed, it cannot be changed online. Should you wish to change it before despatch please telephone us. If it has not been processed we will happily change it. If it has been despatched we will arrange a refund or exchange for you, as long as the products are returned:
- Unused, unopened, undamaged and in original condition and packaging
- In a saleable condition upon return
- Returned within 30 days of delivery
Unfortunately postage charges for change of mind returns or gift exchanges will be at your expense. If a product arrives damaged or it is not what you ordered, we will pay for return postage.
