• In placing an order through this website you accept and agree to all of the below policies:
Returns and Exchanges Policy
Please read the return and exchange conditions below and then follow the simple steps outlined below these conditions to return or exchange an item.
Return and Exchange Conditons
All returns & exchanges must be made within 30 days from the time the product is delivered to you. Only unused items in their original condition and original factory packaging with any product tags attached are returnable. Any gifts included in your order must also be returned.
• Please note we do not accept returns on the following items*:
• All special order and custom made items
• All Canvas wall art orders
* Please check item listing information (shown in blue at top of listing) to see if one or more items in your order are one of the above.
All shipping costs to return the item(s) must be paid for by the customer.
Our original freight costs will also not be refunded.
This also applies for orders which qualified for free shipping. The shipping cost Totsntales incurred to send the order to you will not be refunded. For example if you have purchased a nappy bag for $100 and received free shipping on this item and you wish to exchange this bag for another item, the credit amount will be $100 minus whatever shipping and handling charges Totsntales incurred to send this item to you. If that cost was $10, you will receive a refund to the value of $90. Shipping and handling charges will be calculated by Totsntales on a case by case basis.
Opened and damaged goods will not be refunded. It is the buyer's responsibility to ensure that the product they are returning is returned in original condition and original factory packaging with any product tags attached.
Any damage incurred during transit or whilst in the buyer's care will void the return. All returns must be posted using a traceable parcel service such as Australia Post's Registered Post or Express Post. Items that are lost or damaged during transit will not qualify for a refund. In the event of this occurring, if the customer wishes to receive the product they were returning back, we will ship the item(s) back to the customer at their cost.
Returns will be authorised at the seller's discretion on a case by case basis and will not be approved until the goods have been assessed upon receipt.
All returns must be authorized prior to being returned and a RA number (return authority number) must accompany the item or your account will not be credited. You must email us at firstname.lastname@example.org before returning the item.
4 quick steps to exchange items in your order:
1. Contact us by email at email@example.com for a RA number (return authority number) and explain why you would like to exchange an item.
2. Place and pay for a new order on our website to secure the size / items you are exchanging. This way you are guaranteed to get the item before it gets sold and we can ship it out to you immediately.
3. Follow the steps in “How to return an order” below to return your item(s) to the return address we provide when you contact us.
4. When we receive and approve your returned items we will process a refund for them within 5 business days. Your refund will then show up on your statement within 3-4 business days.
How to return an order (3 quick steps):
1. Ensure that you have thoroughly read the exchange and return conditions above.
2. Carefully package any items you wish to return to ensure they are received by Tots n Tales in original condition.
3. Take your return to your nearest Australia Post office, and send it to the address we provide using either Registered Post or Express Post.
Please note that the appearance of our products may vary slightly on individual computers due to screen resolutions, colours and technology used. Our best efforts are always taken to ensure that the colours of all products displayed on our website are as close to the real colours of the products as possible. We do not take responsibility for variations in these colours due to technology, as this is out of our control.
Defective Products Policy
Before using your product, carefully examine the product for colour, design or quality imperfections before using. This is particularly important for our wall stickers. Test a small portion of the sticker on your wall, do not cut the stickers as claims against wall coverings, will not be accepted after cutting the product.
If you have received an order that is damaged or defective, contact us by email and we will resolve this as soon as possible (firstname.lastname@example.org).
We will replace any defective merchandise with merchandise of equal value.
Email is us to notify us of any defective product or error in your order. We will have your replacement product sent to you as soon as possible, once we authorize the replacement.
We may ask you to send back the defective item to an address we provide you with. Please include a copy of the invoice and other correspondence you have pertaining to this order, inside the package. Once we receive the defective product, we will issue you a refund for the cost of the defective product, plus reimburse your freight cost to return the defective product. Only Australia Post Registered Parcel or Express Post satchels freight charges will be reimbursed.
Wall stickers and borders may not adhere to certain paints on the wall, and in this case an adhesive should be used.
Wall stickers and borders may not adhere to certain paints on the wall, and in this case an adhesive should be used. Products are not deemed faulty, if they are not compatible with the paint on a wall and refunds or replacements will not be provided in such cases. We have tested our products and concluded that they are safe for internal painted plaster board surfaces. Walls must in good condition and prepared properly prior to applying the stickers. We recommend the wall to be sanded, undercoat applied then 2 top coats applied. We do not take any responsibly if damage to a surface does occur.
Secure Online Ordering
The Geotrust logo on the right hand side of our shop under "Security information" signifies that totsntales.com is secured by a Geotrust 256 bit SSL certificate from Geotrust, one of the most trusted organizations in internet security.
By shopping on totsntales.com, you can be sure all of your information is passed securely to us.
Sites secured by Geotrust are utilizing 256 bit SSL certificates thereby offering the highest level of encryption or security possible. This means you can rest assured that communications between your browser and this site's web servers are private and secure.
When a Geotrust web server certificate is installed on a website, secure online transactions can be conducted with confidence. By activating the browser's "LOCK" icon, Geotrust enables 256-bit encryption and assures online visitors that confidential information and transactions cannot be viewed, intercepted or altered. And because Geotrust is the most advanced in the industry, you can be sure that Geotrust certificates are only issued to fully authorized recipients.
Our Geotrust SSL Certificate has also been independently verified by Trust Guard, another highly trusted organization focused solely on internet security. In addition, our website's hosting server is scanned daily by Trust Guard to check for thousands of vulnerabilities. By passing this scan on a daily basis, Tots n Tales is able to confidently ensure the safety and protection of your information.
All customer information gathered on this site will remain strictly confidential and used only for the purpose of processing orders, sending you updates on products or sending email newsletters to which you have subscribed. If you decide to subscribe to our mailing list, you will receive emails that may include company news, updates, promotions, etc, however, you may opt-out at any time by clicking the unsubscribe button at the bottom of any newsletter emails you receive from us.
Customer information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without the consent of the customer, other than for the express purpose of delivering the purchased product requested by the customer.
For your safety and protection, your credit card information is not stored on our servers. Our payment gateway provider (Eway - one of the most trusted and secure payment gateway providers) keeps this information encrypted and secure on your behalf.
All other customer information to be stored on our servers is kept secure by our 256 bit SSL certificate from Geotrust, one of the world's most trusted organisations in internet security.