Customer Help

If you can't find the answer here; you can reach our Customer Help Team via email customerservice@littlewhimsy.co.nz

Help Centre:

FAQ

Ordering

Did my order go through?

An order confirmation email is sent to your nominated email once the order has been successfully placed. If you did not receive this email, then it is possible that your order was not placed correctly, if you are unsure, please email customerservice@littlewhimsy.co.nz to check if we have received it. Please remember to check that the confirmation email hasn’t been delivered to your junk/spam.

When will my order ship?

We aim to dispatch orders within 3 business days . During sale times dispatch will take longer than usual. Please be patient while we will pick, pack and ship your order as soon as possible.

You will be emailed a shipping confirmation with tracking once your order has been collected and scanned in to the courier network.

Are the items I want to order in stock?

All of our products are in stock and available to be dispatched from our Auckland based warehouse with the exception of some decals, Trybikes and Solvej Swings.

If an order is received that unfortunately cannot be filled, we will issue a refund for that item. Items in a cart or wish list are not reserved. Sometimes our customers are faster than our servers and on rare occasions we may need to cancel orders if we find that stock is not available for you.

Do you have a shop that I can visit?

Sorry we are 100% online.

Can I change my order before it is sent?

If your order hasn't been shipped then we may be able to change it. Please email customerservice@littlewhimsy.co.nz with your order number and details of the amendment(s) you require. We will reply to your e-mail to confirm if the amendment has been possible.

Unfortunately, if your order has been shipped it won’t be possible to amend it.

My address is wrong, can I update this?

Contact us on customerservice@littlewhimsy.co.nz asap! Our team will try to intercept your order before it leaves our warehouse to update your address.

A product is out of stock, when will it be available to order again?

The best way to be alerted when a product is restocked is to enter your email address on the product page. You will be emailed as soon as they are restocked.

Help! My credit card has been charged twice?

You have only been charged once from our end. Some banks often temporarily show two charges - one is an authorization charge which isn't actually a charge and then the charge itself. The authorization charge will automatically drop off your statement. Unfortunately this is something we have no control over. Please contact your bank should have any further issues.

Shipping

We aim to dispatch orders within 3 business days . During sale times dispatch will take longer than usual. Please be patient while we will
pick, pack and ship your order as soon as possible.

You will be emailed a shipping confirmation with tracking once your order has been collected and scanned in to the courier network.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled you will be emailed a shipping confirmation with tracking once your order has been collected and scanned in to the courier network which can take up to 1 business day from when we have packed your order depending on their pick-up schedule.

Shipping fees are non-refundable in the case of returns.

Please note we do not ship orders on weekends or public holidays.

Please ensure your shipping address is correct, we will not be held responsible for un-delivered orders due to incorrect delivery details.

New Zealand Shipping

FREE shipping for orders over $150.00* Otherwise a $8.50 flat rate for orders $149.99 and under.

* note some items have an oversize surcharge for shipping of $10.00 Auckland or $20.00 nationwide including rural.

Sent via tracked courier. Deliveries should arrive 3-5 business days from dispatch. Please use the tracking email to follow your delivery. Rural allow another few days for delivery.

You can select whether signature upon delivery is required. If no signature required is selected and the package goes missing AFTER delivery with correct courier GPS location then that is at the customers' own risk.

All free shipping order amounts are after any discounts are applied and exclude OVERSIZE items.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

Australian Shipping

Due to minimal international flights please be aware that all international deliveries have major delays. Please keep this in mind when ordering. There will be no credits or refunds for delayed items; these delays are outside of our or our carriers’ control.

Delivery rates are dependent on the dimensions of your order. Please go to your cart to see the shipping price.

Small Parcels:

Shipping rate will be shown at checkout and depends on the size and weight of the items you ordered. Small parcel rates range from $15-$30.

Larger Parcels:

Shipping rate will be shown at checkout and depends on the size and weight of the items you ordered. Large shipping rates apply for oversize items and heavier items like wooden toys. Large parcel rates range from $35-$180.

International Notes:

All Australian parcels are sent with tracking. Once arrived in the Australia, tracking and delivery become the responsibility of the local postal service.

Please be aware purchaser is liable for any additional taxes/import duty that may incur during transit and/or on delivery. We do not offer refunds if you refuse the package due to customs charges. Please note shipments can often be held by customs for long periods of time, unfortunately this is beyond our control. Please ensure you are aware of the cost of these fees before you make your purchase.

Worldwide Shipping

Due to minimal international flights please be aware that all international deliveries have major delays. Please keep this in mind when ordering. There will be no credits or refunds for delayed items; these delays are outside of our or our carriers’ control.

Delivery rates are dependent on the dimensions of your order and the shipping destination. Please proceed to checkout to see the shipping cost relevant to you.

Delivery estimates for tracked airmail:
Arrives in 15 working days USA & UK
Other countries should take 15-20 business days but could take up to 1-2 months to arrive depending on the local postal service.

Delivery estimates for courier:
Arrives in 2-8 working days USA & UK
Other countries should take 2-15 business days.

Countries we ship to: Argentina, Austria, Belgium, Brazil, Canada, Croatia, Czech Republic, Denmark, Finland, France, Germany, Hong Kong, Ireland, Italy, Japan, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, South Korea, Spain, Sweden, Switzerland, UK, USA

International Notes:

Once dispatched you will assume the risk of loss and title for the merchandise. little whimsy cannot provide refunds if your items are lost in transit when shipped via standard post.Please be aware purchaser is liable for any additional taxes/import duty that may incur during transit and/or on delivery. We do not offer refunds if you refuse the package due to customs charges. Please note shipments can often be held by customs for long periods of time, unfortunately this is beyond our control. Please ensure you are aware of the cost of these fees before you make your purchase.

Returns & Exchanges

To initiate a return please email customerservice@littlewhimsy.co.nz including your order number in the email.

Return Timeframes:
Change of mind returns/exchanges within 7 days of receipt of goods.
Faults please inspect goods when you receive them and for any problems you must contact us within 14 days of receipt.
Courier damage claims within 3 days of receipt of goods.
Non-delivery issues within 14 days of dispatch.

Returns & exchanges received outside the above time frames will not be accepted.

To be eligible for a return, your item must be unused and in the same condition that you received it. It also MUST be in the original
packaging.

I've changed my mind, what can I do?

If for any reason an item is not what you expected, the wrong colour/size or you are unhappy with it, it can be returned for an
exchange or credit note (excluding shipping costs) provided that it is as new and saleable condition.

Our returns policy lasts 7 days. Please see our return policy.

We do not offer returns or exchanges on sale items.

What can't I return?

Several types of goods are EXEMPT from being returned –

*SALE items

* Dummies/pacifiers

* Art prints and posters

* Gift cards

* Shipping costs are NOT refunded unless the item is defective.

Oops I received the wrong item?

While we take extra care when packing your order, occasionally we make mistakes. If you have received the wrong item or size please contact us at customerservice@littlewhimsy.co.nz and we will send out the correct item and arrange for the return of the incorrect item at our cost of course.

Oh no my item is faulty!

Apologies! Should an item be faulty, please contact us immediately by emailing customerservice@littlewhimsy.co.nz with your name, order number and details of the fault including a photo. Fault claims must be emailed to us within 14 days of receiving the goods so please inspect them when they arrive.

Returns of faulty items will only be accepted if the goods were faulty when delivered to you. Damage due to use is not considered a fault.

We will email you a pre-paid courier label via email to send the faulty item back to us. Please clearly state if you require a refund or a replacement. If the item purchased is out of stock or no longer available then you will be offered a full refund to the value of the item at time of purchase and shipping costs incurred.

If you are purchasing in advance for a gift please inspect the item(s) when you receive the delivery.

Note: if the problem is due to courier damage we MUST be emailed within 3 days of you receiving the goods.

Note: some items are handmade so slight variances in measurements, colours and designs are to be expected and these variances are not considered faults.

Warranties typically cover "manufacturing defects" and do not cover "wear and tear". "Wear and tear" is damage incurred during normal and intended use of the product. NOT covered by warranty are any damages incurred during improper or unintended use of the product, including but not limited to: rough use, children using items unsupervised, excessive use, stains, improper care/use/washing.

The courier has damaged by parcel?

Sorry this is a rare problem but we understand how frustrating it is.

Please email us at customerservice@littlewhimsy.co.nz with your order number and a photo of the damaged packaging and products. You must notify us of the damage within 3 days of delivery so we can initiate a claim with our couriers.

Please keep ALL damaged items and the packaging as the couriers may need to recollect them for the claim.swer

My order hasn't arrived?

Please note we take up to 3 business days to dispatch orders. During sale times dispatch will take longer than usual. Please be patient while we will pick, pack and ship your order as soon as possible.

Then check the tracking link you have been sent, this may be in your junk folder. Once the tracking number has been assigned it can take a day or so for the courier to scan in your parcel so please check again the next day if the tracking is showing no details.

If your goodies should have arrived to you by now and the tracking has not changed in the past day or two please email us at customerservice@littlewhimsy.co.nz with your order number so we can chase this up for you.

For courier non-delivery claims you MUST contact us within 17 days of your order being dispatched to query the non-delivery.

Discount Codes + Sales

Do you have regular sales?

We have priced our store reasonably so no we do not have regular sales.We prefer to reward our regular customers using our reward program.

However we occasionally want to say thank you to our customers and offer quick flash sales make sure you are subscribed to our email newsletter and follow us on social media so you are the first to know!

How do I use a promotional or discount code?

You will enter the promotional or discount code on the right hand side of the payment page and make sure you click Apply.


Please note that promotional/ discount codes can only be used once and cannot be combined with any other discount or promotion.

Can I use multiple discount codes?

Sorry you can only use one discount code per order.

However you can pay for a sale order with a gift card code.

Can I return a sale item?

If your item was purchased on sale using a discount code then the normal refund/exchange terms below apply. If you purchased a sale item from our SALE section we unfortunately cannot accept returns/exchanges unless faulty.

General Sales Conditions

Other discount codes cannot be used in conjunction with store sale.

Please allow a few more days for dispatch due to order volumes during sales. Orders will be dispatched in the order they are placed please do not email for priority dispatch.

We unfortunately cannot edit any sale orders once placed.

Gift wrapping not available during store-wide sales.

Discount cannot be applied to previous orders and items cannot be placed on hold during sales.
VIP points are not earned on sale orders.

Gift Wrapping

We love making your presents special! Add premium gift wrapping to your order in your cart using the check boxes when you are sending gifts directly to the recipient.

We charge $5.00 for gift wrap including ribbon.

In your cart you can add a message for us to include on a little whimsy postcard. Or select a greeting card from our CARD SELECTION and we can write in it for you.

Please specify if you want your items wrapped together or individually.

If you select gift wrapping we will not include any invoices or packing slips in your parcel.

Some exclusions apply. The following items cannot be gift wrapped:
Posters + Decals
Gift Vouchers
Canopies + Teepees
Baby Nests
Trybikes
Other bulky and oversized items including dollhouses, doll prams and cots, toy kitchens, walkers, tool benches, oversize Q-Toys items (scoops, farm, service station, abacus, tree house, track a ball), wreaths, yoga mats, cleaning sets, marble trees

Loyalty Club

We want to thank you for shopping with us. So we have created our little rewards programme. Earn points for creating an account, purchases and following us on social media. And the BEST news your points can be converted to store credit = free shopping!

How do I sign up?

Easy just click on the VIP Club tab on the bottom right hand side of our page.

Laybuy + Afterpay + Genoapy

Yes we do using the LAYBUY platform available for NZ, Australian and UK customers and the Afterpay system for NZ, Australian, Canadian and UK customers and the Genoapay platform for NZ customers. This means you can receive your online order now and spread the payment out. All you need to shop is a LAYBUY, Afterpay or Genoapay account.

Make sure you read our Laybuy Page for full terms.

How do I check my laybuy balance?

Laybuys are managed by the LAYBUY, Afterpay or Genoapay service so you will need to login to your account with them to check your balance.

https://www.laybuy.com/home

https://www.afterpay.com/en-NZ/index

https://www.genoapay.com/

Can I place a laybuy during a storewide sale?

Yes with the new LAYBUY, Afterpay and Genoapay services you can now shop our sales and pay by Laybuy.

Do you offer laybuys for international orders?

Yes we offer it for Australian and UK customers through LAYBUY and for Australian, Canadian and UK customers through AFTERPAY.

Get in touch

Have questions about your order, or a general enquiry?