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Darlings Downunder General Policies

Welcome to Darlings Downunder! We are a small family owned business, and we operate this business based around family life. There may be rare times where for family reasons there is a small delay in shipping or communication, wherever possible we will attempt to notify you of this. However, in most circumstances your orders will be shipped very quickly and efficiently.

ALL Prices are quoted in $AUD.

This site supports Secured Sockets Layer (SSL) based transactions from a browser, with a level of at least 128 bit or greater.

Postage

We use Australia Post and a Courier service as our methods of delivery. ALL parcels sent by Darlings Downunder are trackable, for your peace of mind, and to ensure safe delivery of your fluffy mail!

We have a FLAT rate $9.95 for trackable delivery within Australia. Your order will be sent by either Courier or trackable Australia Post at our discretion.

Alternatively, you can select Express Post (Australia Post) for $14.95 Australia wide.

We always endeavour to have your parcel sent the next business day after your payment clears. Australia Post and our courier usually take between 2-7 business days to deliver depending on where you reside.

When your parcel is on its way, you will receive an email notification and the tracking number of your parcel.

PLEASE NOTE: Once a parcel is in the care of Australia Post or our courier, it becomes their responsibility. Darlings Downunder take no responsibility for lost or missing items or items damaged in transit. We are not obliged to replace lost or damaged items, though we will do what we can to track them down.

NEW ZEALAND customers: Please checkout using the "New Zealand" postage option. We offer a flat postage rate of $35 to NZ via Airmail only. If you would like signature on delivery we can send your parcel Express Post International, but actual postage charges will apply. Customers outside Australia do not need to be charged our 10% GST (goods and services tax). Customs/Imports duties (if any) will be your responsibility. Please feel welcome to email us if you have any questions or would like a quote, etc.

OTHER COUNTRIES: Please contact us first as some items we stock are unable to be shipped overseas due to distribution agreements and there are some countries we are unable to ship to. If we are able to send an order to you, we will need to discuss it with you to ensure accurate postage prices (we charge actual postage prices for overseas deliveries) and to receive a discount from our listed prices (included in our pricing is a 10% Goods and Services Tax applicable only to Australian sales). We can assist you in putting through your order and quote you postage costs. Any customs or import duty applied by your country of residence will be your responsibility.

Please email us with any further queries on delivery.

Payment

We accept payments via credit card (Visa or Mastercard via eWay), direct deposit, cheque (all cheques must clear before goods are sent), Australia Post money order, layby, and ZipPay. When you select the Direct Deposit option at checkout our confirmation email will show the necessary details to make this arrangement. We endeavour to send orders out the next business day following cleared payment.

We use eWay - a secure, Australian, PCI DSS compliant credit card facility - to process our credit card payments. They secure customer and credit card data using military–grade software and it's encrypted by Ingrian devices to offer the highest level of protection possible. eWay are tier one PCI DSS compliant, meaning they adhere to the highest security standards set by Visa and MasterCard.

Paypal is also available on request, please email us for details.

In order to ensure our customers the best possible prices, we are strictly prepaid only. Darlings Downunder does not offer credit terms or run accounts. Goods are only dispatched upon receipt of full payment.

Order Changes

Darlings Downunder process your orders very quickly so that you can receive your 'Fluffy Mail' as soon as possible, so please try not to make any changes to your order as this will delay the despatch times!

Special/Customised Orders

Darlings Downunder are happy to assist you in bringing in special sizes, colours and orders. However, we require payment upfront, no exceptions.

Returns Policy

At Darlings Downunder we want you to be happy with your purchases. If you find any products to be faulty please let us know immediately and we will exchange them for you or have them repaired. We comply with Australian Consumer Law in regards to returns and guarantees.

Please note - We are not required to offer a refund or replacement if you change your mind. At our discretion items may be eligible for exchange/store credit only within a STRICT 30 day period from date of original purchase only and subject to the items being unwashed and unused and in original condition & packaging. Coverage of postage and a 5% handling fee will be applicable. Please also note that returns may not be accepted on discontinued/clearance items that have been purchased at a clearance price. Please contact us prior to returning any items.

We cannot accept returns of non-faulty items that are already washed or used so please be aware of this and be sure you are satisfied prior to washing.

If you have any problems at any time with using our products - please do email us for advice. Often it may be a very simple reason/ solution and we would like to assist where we can.

HOW TO EXCHANGE YOUR GOODS: PLEASE complete the returns order via our website (only applicable for those who are members and have an account) and we will approve according to our discussions. Darlings Downunder will NOT pay for postage on exchanged or returned items. Please return to Darlings Downunder Returns/Exchanges at PO Box 6130, Wantirna VIC 3152. A credit will be issued for you to purchase your exchange items once the return has been received.

A 5% handling fee will be incurred to cover bank fees, time and administration costs.

Please leave as much information as you can when completing the returns order. Please also remember to include your details when returning your goods - we receive A LOT of mail so we need to ensure we can track your parcels!

Exchange orders MUST be processed through the website to ensure stocks are kept aside for you and to allow for a speedier transaction. Email orders will not be accepted.

DO NOT return items unless you have contacted us first.

Contact Details

Darlings Downunder
PO Box 6130
Wantirna VIC 3152

Privacy

Darlings Downunder is committed to protecting the privacy of your personal information. We comply with our obligations under the Australian Privacy Act 1988 (Cth) in respect of the collection, use, management, disclosure, quality, security, access and correction of your personal information. You can read our full Privacy Policy here.

Disclaimer

Darlings Downunder have tried very hard to ensure all products delivered are safe for use for our customers. However, a lot of the information provided has been given to us by the manufacturers/suppliers. All information on the products are displayed on the website for viewing and is up to date as at the time of viewing.

We do our very best to make sure that all pricing is correct. However, due to a typographical error or website error, a product may be listed at or go through checkout at an incorrect price. We reserve the right to refuse or cancel any orders that are placed for a product at an incorrect price, and refund any payment in full.

It is the customer's responsibility to make sure the product purchased is suitable for use. We shall bear no liability due to any inaccuracy or misleading information, loss or damage caused by the information listed on this site.