Returns and Shipping Policy
Stokke Australia's shipping and return policy applies only to those orders placed on stokkeshop.com.au and Stokke Shop in Chatswood. 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.
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.
Orders which have a value of $299 or more will be shipped free-of-charge.
Stokke Australia currently ships to:
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.
Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.
Change of mind
In addition to your statutory rights under the Australian Consumer Law, if, for any reason you want to return an item because you have changed your mind, Stokke Australia will offer you a store credit or exchange for items returned within 30 days of delivery, providing the item:
- Is not a special order, custom made, and/or altered item
- Is not a personalised item, e.g. an engraved Tripp Trapp
- Is returned with the original receipt
- Is unused, in its original condition and packaging with all tags, loose parts, instructions manuals, user guide and accessories
- Is not gift cards or e-vouchers
- Is not a discontinued item or an item that was discounted or on sale
- Is returned together with any free or bonus items that were provided with the item at the time of purchase
- Is not part of a Bundle Deal
- Is not a big and bulky item (such as beds, prams and dressers)
If your item has incurred any damage during delivery, has missing parts or incorrect items have been received, please contact our Customer Service team on firstname.lastname@example.org for assistance no later than 7 days after delivery of any incorrect items or damaged products.
We will endeavour to process any returns or exchange within 10 working days.
In order to initiate your return or exchange, please contact our customer service team on email@example.com and we will provide you with the return instructions.
All change of mind returns are to be returned to us at your own cost. Shipping charges for change of mind returns are non-refundable. Shall any restocking fees incur, the charges will be borne by the purchaser.
Shipping fees of the exchanged item(s) will be paid by the customer.
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.
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.
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).
- Buy-Now-Pay-Later payments - Any returns where Buy-Now-Pay-Later method such as Afterpay and Zippay was used as the payment method, we reserve the right to recover the merchant fees, currently at 6.325%, charged to Stokke Australia that are not recoverable. This fee is in addition to any other fees noted in the ‘Returns & Refunds Policy’ e.g. reshipping, shipping, restocking fees & return postage fees.
- American Express - Any returns where an American Express card was used as the payment method, we reserve the right to recover the merchant fees, currently at 1.925%, charged to Stokke Australia that are not recoverable. This fee is in addition to any other fees noted in the ‘Returns & Refunds Policy’ e.g. reshipping, shipping, restocking fees & return postage fees.