Shipping and FAQ
SHIPPING and POSTAGE
With the recent increases in postal prices our store has had to move to a weight-based postage price.
Postage prices from 1 July 2024 are as follows:
Standard post flat rate prices:
Our shipping prices are all now weight-based
$9.90 - small parcels
$12.90 - small to medium parcels
$14.90 - medium rate parcels
$17.90 - medium to large parcels
$22.90 - large parcels
Parcel description is based on Australian Post weights and cubic measurement system.
At this point in time we are no longer offering a free postage option.
These prices are current, but are subject to change if Australia Post prices change.
We are an Australian small business and ONLY trade online within Australia.
We do NOT ship overseas, nor do we have an international selling website. We have been made aware that there is a site in Europe that is fraudulently copying our images and claims to be selling them. This site has a name similar to ours and is using our watermarked images of products. We have no affiliation with that "global" website which claims to be selling our items and are working to have that website removed.
Dollhouse Accessories Australia (formerly known as 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.
EXPRESS POSTAGE
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.
INTERNATIONAL POSTAGE
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 the international postage or freight that you have arranged. We would advise you to arrange your own cover for lost/damaged parcels with the freight forwarder.
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 2024. But we will advise and list shows here if this changes.
MINIMUM ORDER
Yes, there is a minimum order required of $20 (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 the checkout button does not appear, this will mean that your cart is under the required checkout amount of $20.
LAYBY
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.
REFUNDS AND RETURNS POLICY
In the 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, the customer 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. We do not sell our range of handcrafted items through any other store. 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,
Dollhouse Accessories Australia