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. 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.
Please note that if a parcel is returned to us as undeliverable due to the customer providing incorrect address. Or receiving a collection card and not taking 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.
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 15 km radius) may also be arranged on a case by case basis, 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.
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. A deposit may be required to secure the item.