Terms & Conditions
Enchanted Little Oak aims to provide you with the best customer service and we strive for outstanding customer satisfaction. We love our products and we hope you will love them too.
We carefully inspect all goods before they are shipped to you. Should you not be satisfied with your purchase, please contact us as soon as possible.
We provide store credit for change of mind on full priced items only and do not refund for customer error or change in circumstances. In the event of a return the customer must first contact us by email at firstname.lastname@example.org 14 days from date of purchase. We will provide you with a Returns Form for completion. All returned goods must have the purchase receipt, all original tags and packaging intact, be unused and unwashed and in a condition fit for resale. The customer will be responsible for all return postage costs. We recommend using registered mail and adequate packaging when returning goods, as we cannot be held responsible for any lost or damaged goods.
Once we receive your goods and pending we are satisfied that all of these conditions have been met, the original postage costs will be deducted from the order value prior to the store credit being issued. Please allow up to 10 days for your store credit to be issued. The store credit can be used to purchase any currently in stock items and must be used in one transaction only. The store credit will be valid for three months from date of issue.
We do not offer exchange or refund for Sale items, so please choose carefully. This includes bonus or promotional items offered free or at a discounted rate, such as "Buy 1, get 1 free" promotions.
Enchanted Little Oak are advocates for the Australian Consumer Guarantee. Refunds will be given on a case by case basis, and only for items that are deemed faulty. The customer must contact us within 7 days of receiving the item, by email at email@example.com. We may contact the Australian Distributor or Manufacturer for their assessment of whether an item is faulty.
Please note that reasonable wear and tear (eg pilling) will not be deemed a fault. Natural variations in wood items will also not be deemed a fault. Items where fault or damage has been caused by the incorrect use or incorrect caring of the item will not be entitled to a refund. In the event of a faulty good being returned to us, we will make the arrangements for the item to be picked up and returned to us at our own cost. The value of the faulty item will be credited to your account once the faulty item is returned to us and purchase receipt has been provided. Please allow up to 14 days for your refund amount to be credited to your account.
Dispatch & Delivery
Once an order is placed with us and payment has cleared, we will despatch your order within 48 hours. Orders received on non-business days are processed on the next business day. Please allow up to 14 business days for delivery after dispatch when standard delivery is chosen. Although delivery usually occurs within 7 business days of despatch, there can be delays due to forces beyond our control in relation to third party postal carriers and we cannot be held responsible.
All delivered items will not be safe dropped or delivered to an unattended address. If you are not available to receive the delivery, a card will be left at your address to enable you to pick up the parcel at your local post office at your convenience.
*DUE TO COVID-19, there are temporary delays beyond 14 days for delivery due to unforseen disruptions to staffing within postal carriers.
Heavy Goods - Express Postage & Postage to Regional Areas
As postage varies considerably according to the weight and cubic size of packages, we do reserve the right to contact you within 24 hours of a customer placing an order, regarding an additional Express Post fee for orders that will incur an additional cost due to their weight or size. You will then be provided the opportunity to pay the additional Express Post fee, choose standard postage instead (with your shipping cost fully or partially refunded according to the circumstances), or cancel your order for a full refund.
We reserve the right to charge additional shipping beyond what is stated on this website and charged at checkout should your order be particularly large, bulky or heavy, and/or if you live in a rural, remote, or other location not routinely and/or directly serviced by our regular couriers. If this applies we will contact you as soon as possible (usually within 24 hours) and provide you with the additional costing options. You will then be provided the option to either (a) pay any additional shipping charges; or (b) cancel your order for a full refund of the purchase price and any shipping charges already paid, less any non-refundable transaction costs we have incurred.
Please note our shipping charges are subject to change without prior notice. Please check this page for confirmation of current shipping charges.
NOTE we currently DO NOT mail outside of Australia.
Authority to Leave
An Authority to Leave is an authorisation for our courier or delivery agent to leave a parcel at your shipping address without first obtaining your signature. You are providing an Authority to Leave when you use the words "Authority to leave", "Leave the parcel", "Leave in my absence", "Leave in safe place", "Put the parcel in a safe place if not home", "Safe drop", or some other variation on or combination of those words via an Order Note in your Cart or at Checkout, phone, text message, online form, email, and/or courier/Australia Post redelivery/calling card.
If you add your Authority to Leave to your order, you hereby authorise us to arrange for your parcel to be delivered to and left at your shipping address without your signature being obtained. If you select to add an Authority to Leave to your parcel, you acknowledge and agree that confirmation of delivery by the delivery driver (engaged directly or indirectly by Enchanted Little Oak) will be sufficient to satisfy proof of delivery.
To the extent permissible by law, Enchanted Little Oak disclaims all warranties and liabilities in relation to the delivery of the parcel. Unless otherwise required by law, we will not replace or refund items which you do not receive if being delivered with an Authority to Leave.
When providing your Authority to Leave, you acknowledge and agree that the delivery driver maintains the right to only leave the parcel at your shipping address if they deem the property safe to do so.
In case of Authority to Leave, the courier or postal agent will endeavour to notify the recipient of delivery via tracking text message or email. It is the customer's responsibility to check this form of communication in a timely manner and secure the goods delivered into their possession to avoid loss or damage to their parcel.
Please note that if a parcel is returned to us as undeliverable due to incorrect address given. Or the customer receives a collection card and not taken reasonable steps to arrange redelivery or pickup from the nominated pick up location within the designated time frame. We will require the customer to pay the actual cost charged by the shipping carrier for re- posting the item. However if mail is undeliverable due to us or the postal carrier being at fault (ie address error), we will cover the cost of re-posting the parcel.
Physical Store Sales
As we also have physical store sales, there is a small possibility that an item listed online is no longer in stock. If this situation occurs or in the case of any other extreme unforseen delays, Enchanted Little Oak will notify you as soon as possible and you will have the option of changing or cancelling your order.
Local Pick up & Free Delivery
Pick up of orders is also available at our Wantirna South, Victoria location (Postcode 3152). Free local delivery (within a 10 km radius) may also be arranged on a case by case basis and for orders over $140 subject to our availability. When placing your order online, please select local pick up as the shipping option. We will then contact you as soon as possible to arrange a pick up time that is convenient for all parties.
Where available you will receive a consignment number for tracking purposes.
Should you wish to order an item currently out of stock or new stock soon to be released, please contact us by email at firstname.lastname@example.org. We will confirm whether the item is available from the supplier/whether it can be ordered and the approximate time frame in which it will take to arrive.
Please note that expected arrival times are an estimate only and subject to change due to conditions out of our control such as delays in relation to customs clearance, shipping and postal network. When purchasing a pre-ordered item, we will endeavour to keep you up to date with any delays as soon as we are informed by the distributor. If you require an item by a guaranteed date, it is recommended to not purchase items listed as pre-order.
We do not issue refunds in relation to items listed as pre-order if they are delayed. We can offer you an exchange/credit note if you change your mind and cancel your pre-order.
A payment of a deposit or full purchase price may be required to secure a pre-ordered item.
If an unforseen circumstance or event causes the distributor or manufacturer to deem that they cannot fulfill a pre-ordered item, the customer will receive a full refund.