FAQ & T & C’s

Payment:

Payment for goods can be made through our secure Credit Card Facilities (VISA & MASTERCARD), paypal, Afterpay and direct deposit.

If you pay via direct deposit please allow 24 hours for your payment to process. Goods are sent once payment has cleared.

We do not provide an invoice other than the one provided by PayPal. If a refund is required, we use PayPal for this transaction also.

If goods are being shipped overseas we include an extra 10% of total of goods to cover GST tax.

What shipping options do you offer? 

We offer Regular Post, Registered Post and Courier. All large items are sent via courier as they are too large to be sent via Australia Post. This cost is flat rate $16.50.

Items are sent without insurance. If you would like insurance please email us and we can provide you with an insurance price.

We may send your items in two separate packages depending on your delivery location.

We also choose a range of carriers and it is our discretion as to whom we use to dispatch your items. We always strive for quick and reliable delivery services throughout Australia and internationally.

Oliver’s Twisty Tales is not liable for any packages that may be lost in transit. We suggest you choose registered post or courier if you would like to sign for your parcel.

Some items in our store are sent without tracking: All prints are sent as large letters and do not have tracking unless you have requested registered post.

How much does shipping cost?

Standard flat rate shipping is $12.95. This cost includes shipping fees and packing costs.

You also have the option of registered post at $14.95 (signature on delivery).

Courier is $16.50. If you are worried about your parcel/it is expensive, we strongly suggest the courier option for delivery.

Certain items which are ‘large’ will be sent via courier, please see product descriptions for details.

Goods which are valued over $120 will be charged $16.50 courier delivery charge at the checkout.

We pack items securely, though if your item has been damaged in transit please contact us and we will help asap.

How long will my order take?

Please allow up to 3 business days for order to be shipped (if you require urgent shipping please contact us and we can quote and arrange express shipping).

We ship by Australia Post and courier; the delivery time and carrier will vary depending on your location. Delivery times with Australia Post and Couriers are out of our control, and occasionally an item can be delayed.

Once your order has been dispatched, the delivery time and day is out of our control.  You must also allow up to 2 weeks shipping time  for Metro City areas and up to 3 weeks for Country areas in Australia and 6 weeks internationally from the date of payment. Usually an item arrives before this time frame, though please be aware that delays may occur.

Please allow extra time for processing and for Australia post/couriers to deliver your parcel at busy times like Christmas and Easter.

Returns

Customers who have purchased from Oliver’s Twisty Tales can return purchases for a replacement item if the item purchased is faulty. The item must be returned within 7 business days. We offer exchanges for 7 business days from your order dispatch providing the following are met:

Returns must be in their original packaging and in perfect condition. Refunds/exchanges will only be processed when the goods are checked and found to be in new condition. Please ensure items are carefully packed for shipment. Oliver’s Twisty Tales is not responsible for any merchandise damaged or lost via return post. Refunds/exchanges are not provided on goods returned soiled, with damaged packaging, not in original packaging or broken in return mail.

Return postage (other than faulty goods) is at the customers expense. We do not refund postage costs, and if you would like to exchange an item the customer will be responsible for the postage charges to ship their new item. We also charge a $10 handling fee on returned/exchanged items.

If you are unsure of a product description please call the store to check details before placing your order.

Breakages

We want you to come back to Oliver’s Twisty Tales, so please contact us with any questions regarding your item.

If your item arrives faulty or damaged, please contact us within 7 days of receipt for details of how to return your item for a simple replacement or refund. We’ll do our best to sort things out for you asap! Please note that we are unable to refund on items which have small variations in colour and pattern. We are unable to accept returns on items after 7 days.

It is the customers responsibility to check their goods upon arrival and report any breakages to us as soon as possible. Please note Oliver’s Twisty Tales is not responsible for any breakages once the toy/item has been played with. Manufacturing faults will be referred to the manufacturer and returns on this basis are at the manufacturers advisal only.

Images and handmade items

We pride ourselves in providing hard to find, unique and handmade items. Please note as some items are handmade small imperfections may be present. This is normal and part of the handmade process.

Please note the colours you see on the monitor might be slightly different than the real print/item due to all monitors being different. We try our best to provide a range of images for your perusal.

All images are protected under copyright laws. Please do not use our images, thank you.

Product Disclaimer – Hot Air Balloons

Our Hot Air balloons are handmade and the netting drop between the basket and the balloon may vary slightly from one another. This is a normal part of the handmade process. We have found that by hanging these items with fishing line, it gives the illusion of actual flight. Fishing line is included with these products and can be found inside the basket.

As each Hot Air balloon is handmade, and due to this process, there may be a slight variation from one item to the next. Such variations are inherent in the manufacturing of handmade products.

We do not replace or refund items based on slight irregularities, thank you.

Packaging

Please note that we may often use recyclable boxes for shipping or combine items into one box for easier and safer shipping whilst in transport.

Which items are shipped by courier?

Our large hot air balloons, large le toy van items and any other items above 4kg. If you buy one or more items and combined they are bulky, then we will ship them via courier also as they may be too large to ship via Australia Post.

International Shipping

Yes, we do ship internationally, but please read the following:

International shipments are sent via regular air mail with signature on delivery.

Please note items sent internationally do not have a tracking number. If you would like this feature added please let us know as it is an extra cost.

All international orders also incur and extra 10% GST onto of the goods cost.

If you would like an item shipped worldwide (outside Australia) please email us for a quote.

Please note any duty and custom taxes are the responsibility of the customer. You may be charged import taxes, customs fees, duties, or other charges by your home country when you receive the shipment; you are responsible for these. Please note we also mark all packages as ‘merchandise’ (not gifts) thank you.

We have lots of requests to send our large hot air balloons overseas. We do ship them often, though please remember the postage is expensive as they are packed in a large 45cm x 45cm x45cm box and shipping cost is based on cubic cms.

We will send you an invoice via paypal if you decide to have an item shipped overseas.

Customer Service

We will do our best to provide excellent customer service. If  something happens with your order, please contact us and we will do our best to help, thank you.