Shipping & Returns of Children's Books

Returns Policy

Whilst here at Story Mama we always aim to delight you, we understand that sometimes there are circumstances when you need to return a purchase. So here is what is required:

Damaged goods: Whilst we will package everything with love and care to ensure they travel well, we understand that damage in transit can happen. Should an item purchased from Story Mama arrive at your designated delivery address in any way damaged, please contact Story Mama within 7 days to arrange a replacement and confirm your Return Authority number. Please then return goods in the condition they were received to Story Mama.

Item wasn’t what I expected: Many titles come in multiple formats, for example board books, paperback and hardcover. At Story Mama we aim to have current publication cover art pictures and size and format information in our product details. Having said that, should the item received be in anyway less than expected you can return it for a Story Mama credit for the value of the item or exchange. Store Credits are available for 12 months and will be e-mailed to you once we have received the item back in saleable condition. Please contact us within 7 days to notify us of your intention to return, gain your return authority number and to arrange.

But they already have it!:  If only kids came with a fully digitilised index of the titles they already own!  No worries, we understand this. Contact Story Mama within 7 days to notify us of your intention to exchange, gain your return authority number and to arrange. We can either replace the item with a similar product or arrange to e-mail you a store credit for the value of the item once the item has been received back by us in saleable condition.

Contacting Story Mama:
Please advise via e-mail the following details in relation to your item:
Your name:
Your Order number:
The reason for the return:
Your expected outcome: Exchange/ Replacement/ Refund
This can be sent to [email protected]

Where do I return it to:
Items can be returned to Story Mama, PO Box 5061, Hughesdale VIC 3166 Australia.

 

Refunds

Refunds are of course available for items that are in any way faulty and can be arranged once the item has been returned in its original condition. Refunds are provided via the mechanism you purchased in the first place.

 

Shipping Information

Our shipping rates are as follows:  $5.99 flat fee Australia wide.  Free shipping on orders over $50.  International shipping is as per Australia Post international postage rates.

All orders of "in stock"  are dispatched from our warehouse or direct from our distributers within 24 hours. They are then delivered to you via Australia Post.

To keep our costs down, some of our "in stock" items are held at the original publisher of the book. For this reason you may find that your order arrives in more than one package.

All of the orders dispatched from our warehouse are sent using Australia Post tracking numbers.  If you have not received your order within the expected timeframe, please notify us by email at [email protected] or call us on +613 9563 2351

Express Post Shipping is also available.

The following expected delivery times apply to Australia Post. 

Melbourne Delivery 1-3 days

Sydney Delivery 2-3 days

Metropolitan Adelaide, Canberra, Brisbane, Hobart, Perth, Darwin 3-5 days

Country Areas in Victoria, South Australia, Queensland and NSW 2-5 days

Country Areas in Western Australia, Tassie and Northern Territory can be up to 10 days.

 

Christmas 2017 Shipping

To give us the best chance of getting your books to you this Christmas please order by the following dates.

Melbourne Metro 14th December

Victoria Country 14th December

Sydney Metro 13th December

NSW Country 13th December

Adelaide Metro 13th December

SA Country 12th December  

Brisbane Metro 12th December

QLD Country 11th December 

Tasmania 11th December

Northern Territory 7th December 

Perth Metro 11th December

WA Country 11th December 

 

 

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