Shipping and FAQ
SHIPPING and POSTAGE
We offer a flat rate postage of $9.90 to anywhere in Australia.
FREE POSTAGE on orders over $200
Sylvanian Specialty Store is located in Dalby area, QLD 4405. As we post from a regional area, depending on location, parcels may take from 3 to 10 days to arrive. At times, due to circumstances beyond our control, there may be delays in the postal system.
Items shipped to West Australia or Northern Territory may take up to 2 weeks to arrive, depending on the method of delivery.
As we are located outside of Australia Post's Express Post Network we are unable to offer Next Day Delivery. An Express Post Satchel may still take 2 to 3 days to arrive to a main centre, however this time frame cannot be guaranteed. Please send us a message via the Contact Us button below if you are requiring your items within a certain timeframe and we can look into the options for you, however please bear in mind that next day delivery is likely not possible from our location.
Sorry, but we don't offer international shipping to other countries at this time. We only ship to addresses within Australia.
However, you are welcome to arrange your own Australian address through an Australian based Parcel Forwarding agent and we can ship to this Australian address. Once the item has been received by the Freight Forwarding agent, the parcel then becomes the responsibility of the agent to forward the parcel to your country of residence. You will be responsible for international postage costs and the Parcel Forwarding fees. Do bear in mind that postage from Australia is very high, so we would advise you to research the Parcel Forwarding Agents postage costs, fees and incoming customs tax in your country before placing an order.
Please note, that our responsibility for the parcel is completed once it reaches it's Australian address. We don't take responsibility for any parcels that may go missing or become damaged during international postage or freight.
We cannot give you advice on freight forwarding agents, nor make these arrangements for you. You will be required to find your own agent and set up an account, which will give you an Australian address to use.
CAN I VISIT YOUR STORE IN PERSON?
No, sorry. We do not have a physical store, only online. We are not open to public visiting.
DO YOU ATTEND DOLLHOUSE SHOWS AND FAIRS?
We do not have any Dollhouse shows or Fairs scheduled for 2023. But we will advise and list shows here if this changes.
Yes, there is a minumum order required of $18 (before postage) As we have to provide purchased satchels or boxes, time spent fulfilling an order and arranging postage, we do require a minimum order amount to cover our time and costs. If you do not find a shipping option available for your address at checkout, this maybe because your order is under $18. Once your order is over $18 the shipping option will appear.
Sorry, we do not offer layby or other payment plans at this point in time.
CAN I CANCEL MY ORDER?
Yes, you can cancel your order before it is sent. Usually we despatch orders in the afternoon, or the next morning. If an item has already been sent, it obviously cannot be cancelled as the item is on it's way to you.
An order cancellation fee of up to 7% may apply (due to non-recoverable fees that still have to be paid to our payment systems even though an order is cancelled)
If an order has already been despatched, unfortunately it can't be cancelled.
RETURNS AND REFUNDS POLICY
In the unlikely event, that you may wish to return your item for a refund, please note that you are required to contact us first for a Return Authorisation and Address. Items must be returned within 2 weeks of the parcel arriving at it's destination.
Returned items must be unopened, still sealed in their original packaging. If the item has been opened, box torn, figures removed, etc, we are unable to accept a return, as all items must be returned in exactly the same way you received them, fit for resale.
In the case of a change of mind of purchase, you will be responsible for the return postage. Once the item has been returned to us, we will check the item and if all is in the same condition as it was sent, we will refund the amount of the item, but not original postage paid. Please keep your Australia Post or Courier receipt and tracking number and advise us of this before sending, as we are not responsible for a parcel that goes missing on it's return in the post. If the returned item isn't received by us, we cannot issue a refund. In this case, you will need to pursue a refund from the postal carrier.
In the unlikely event that the item received has a defect or item is not as described, please contact us. We will require photos as well as a detailed description and evidence of this to be sent, as we need to pass on feedback and any issues to our suppliers. Once we have considered the evidence provided, we can discuss a solution.
DO YOU SELL WHOLESALE?
No, we are a retail store only. We are a small family-run business, kept busy enough with our retail store and don't have the time or capacity available to create our handmade items in bulk for wholesale. A range of our 1:12 miniature items are specially designed and handcrafted in store and are not intended for resale for profit by other businesses. If we find our uniquely-created, handcrafted items being resold at a profit in a business capacity, we reserve the right to terminate any future orders from that business.
Please enquire if you have any queries about this.
Thankyou for visiting our store,
Sylvanian Specialty Store, Australia