ORDERS & RETURNS

Returns and Shipping Policy

Stokke Australia's shipping and return policy (including order cancellations) applies only to those orders placed on stokkeshop.com.au. Please note that Stokke Australia can only accept returns of merchandise purchased through our website and Stokke Shop.

Products purchased from another retail outlet will have to be processed through that retailer. If you have placed an order with any of our authorised Stokke^® retailers, please contact the retailer for more information.

Shipping Methods

Stokke Australia cooperates with a number of carriers. To provide you the best service, Stokke Australia reserves the right to choose a carrier that is most suited to handle your order. The selected carrier depends on your region and the size of your order. In general, shipping lead time is typically 7-10 workdays, depending on to where in Australia the order is being delivered.

Orders are shipped on normal business days between Monday to Friday, with the exception of holidays. Please note that weather, peak shopping seasons and shipping holidays may delay the shipment of your order.

Shipping Fees:

Order total	Standard Delivery
$0-$398.99 $399+	$11.95 Free

Orders which have a value of $399 or more will be shipped free-of-charge.

Shipping Destinations:

Stokke Australia currently ships to:
Australia

Shipping Exclusions:

Regrettably we do not deliver to the following areas: Christmas Island, Norfolk Island, areas in postcodes 0880 and 0881 (Northern Territory), areas in postcode 4875 (Queensland) and other remote areas or islands not on the mainland.

Stokke Australia does not deliver to destinations outside of Australia at this time.

Returns Policy

Our policy, including the limits on change-of-mind returns, does not exclude or replace your rights under the Australian Consumer Law (ACL).

Change of Mind Returns

If you wish to cancel your order, please contact us as early as possible. If we are unable to stop your order before dispatch, you will need to return the product(s) to us once received.

In addition to your statutory rights, Stokke Australia offers store credit or exchange for eligible items returned within 30 days of delivery, provided that all of the following conditions are met:

Is not a special order, custom-made, or altered item
Is not a personalised item (e.g. an engraved Tripp Trapp®)
Is returned with the original receipt
Is unopened, unused, in its original sealed packaging, in its original condition, with all tags, loose parts, instruction manuals, user guide and accessories
Is not a gift card or e-voucher
Is not a discontinued item or one that was discounted or on sale
Is returned together with any free or bonus items supplied at the time of purchase
Is not part of a bundle deal
Is not a big or bulky item (e.g. prams, cots, beds, dressers, or any item exceeding 20 kg or 1.2 m in length)

Hygiene and Product Integrity

For hygiene, safety and product-integrity reasons, all change-of-mind returns must remain unopened and in their original sealed packaging. Items received opened, re-sealed, or showing signs of use will not be eligible for return or exchange.

Bedding and Mattress Products

Due to hygiene regulations, bedding, mattress, and linen products are not eligible for return or exchange once packaging has been opened, unless deemed faulty under the Australian Consumer Law. Please ensure you have checked measurements and compatibility carefully before purchasing.

Inspection and Processing

All returns are subject to inspection upon receipt. If the item is found to have been opened, used, damaged, or not returned in its original sealed packaging, the return may be declined and the item returned to you at your expense. For change-of-mind returns, both the cost of returning the product and the cost of re-delivery (for exchanges) are the responsibility of the customer. Please allow up to 10 working days after receipt for your return to be processed.

Return Shipping Costs

Change-of-mind returns must be shipped at your own expense. Original shipping and handling charges are non-refundable. All approved returns must be sent with tracking, and you must provide the tracking details to our team. This ensures your return can be located and processed quickly and efficiently.

If you request an exchange, a flat-rate $11.95 shipping and handling fee applies for the dispatch of your new item.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, incomplete, or incorrect, please contact our Customer Service team at aftersales@henzoll.com.au within 48 hours of delivery. Please provide photos of the item and packaging so that we can investigate and resolve the issue promptly.

Claims for faulty or defective items will be assessed in accordance with the Australian Consumer Law. If the product is deemed to have a manufacturing fault or to fail a consumer guarantee, we will provide an appropriate remedy (repair, replacement or refund) at no cost to you.

Contact Information

For all returns, exchanges or order-related enquiries, please contact:
📧 aftersales@henzoll.com.au

Gift receipts

If you are making a gift purchase we are happy to provide a gift receipt, just let our Team Member know you require one. Any returns made using a gift receipt will be refunded on a Stokke store credit based on the original purchase value.

Consumer Guarantees

As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Stokke Australia. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty or defective, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the goods has a major failure, you may reject the good and seek a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.

Where an item is damaged through misuse, neglect or abnormal use, Stokke Australia will not provide a refund, exchange or repair.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Stokke Australia will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

Return Tender

Refunds for all eligible purchases will be given using your original payment method (online purchases will automatically be refunded to the account used to pay) except for purchases paid by Gift Card, Award Points or Gift Receipt.

Where a credit or debit card was used to make the purchase, the cardholder and the same card used for the purchase must also be presented and used for the refund, otherwise a Stokke store credit will be provided.

If the purchase was made using a mobile payment or digital wallet service such as Apple Pay, Samsung Pay, Google Pay etc, the refund will be processed back to the mobile or digital wallet.

If the purchase was made by Gift Card, Award Points or a Gift Receipt is presented, store credit will be issued (unless otherwise required by law).

Please note:

Buy-Now-Pay-Later payments – Kindly note that the maximum transaction limit is $2,000 AUD. Any refund for purchases paid by Buy-Now-Pay-Later method will incur a fee of 6.325%. This transaction fee is charged by the payment processor and is not recoverable or refundable. This fee is in addition to any other fees noted in the ‘Returns & Refunds Policy’ e.g. reshipping, shipping, restocking fees & return postage fees.
Credit/debit card payments – Any refund for card purchases will incur a fee ranging from 1.4% to 2.7%. This transaction fee is charged by the payment processor and is not recoverable or refundable. This fee is in addition to any other fees noted in the ‘Returns & Refunds Policy’ e.g. reshipping, shipping, restocking fees & return postage fees.

Policy last updated: October 2025