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Frequently Asked Questions



Payment
How do I pay?
Non-payment

Postage
How much is postage?
Can I pick up my order?
What days do you post?
How do I know if my order has been posted?

Refund and Return Policy
What is your refund and return policy.

Stockings
When do you stock?
How does a stocking work?
Overselling

Warranty
What is your warranty?

Contact Details
What are your contact details




Payment

How do I pay?
Payment is to be made within 24 hours of purchase. If you do not email through a copy of your payment receipt within 24 hours, your order will be cancelled.

Please ensure that you use your name as a reference. Whilst we do understand that some banks do take longer to process payment. If you send through your receipt, you can be assured that your item will not be returned to stock for non-payment.

Should the transaction receipt not be emailed within 24 hours your order will be cancelled and the items returned to stock with no further communication. Any monies received after this time will be refunded minus a $2 restocking fee.

Please note that we prefer Direct Deposit for payment. All orders, will only be sent with Signature on Delivery.

If your payment is not received in a timely fashion, your order will be cancelled and returned to stock.

Please note should you cancel your item after purchase and payment, a restocking fee of $2 will be subtracted from your refund.

We reserve the right to refuse to sell to any party.

Non-payment
Consistent non payers will have their orders automatically cancelled, therefore please make sure you pay as per our terms and conditions.



Postage

How much is postage?
Flat rate postage of $15 applies to all orders, this includes Signature on Delivery.



Can I pick up my order?
No, I'm sorry pick up is no longer available. Our insurers no longer allow pickup.

What days do you post?
We post parcels Monday to Friday. If your payment comes through over the weekend, your order will be posted Monday.

How do I know if my order has been posted?
We update the account details as orders are paid and sent, so please log into account services to check.

You should also receive an email from us saying your nappy has been posted, however in times of high traffic, this may not always happen.



Refund and Return Policy

What is your refund and return policy.
If you have a concern or query regarding a product we sell, please contact us as first point of call, we will endeavour to resolve the situation to our mutual satisfaction. Whilst do not refund for change for mind, we are happy to exchange for size etc. Please note that due to the nature of cloth nappies, these are not available for exchange/return unless you contact us first to discuss.

Standard consumer rights do apply to all products sold.

Change of mind returns are unavailable for custom items.

Should you wish to return for change of mind, please note that you are responsible for the return postage to us. Refunds (less original postage charge) will be processed once the items have been returned to us in original condition.



Stockings

When do you stock?
Currently stocking via the website for clothing. Nappies currently stocking via the website or http://www.thehandcraftednappyconnection.com.au

How does a stocking work?
Make sure you are logged into Congo Cart. If you have purchased from ANY Congo Cart your log in is exactly the same. Have the item you are wishing to purchase on your screen and refresh as required, until the item says Buy Now.

Please note our cart is set to first to cart. Please note that our system is set to kick it out of your cart, if the purchase is not completed within 10 minutes.

Overselling
Should Congo Cart oversell, the item for sale, will go to the first order registered through the shopping cart. I am not always able to remake an item. I can if I choose offer to make another item similar to that listed, but this is not guaranteed.

For facebook sales, they go to the first person that I can see that has commented.



Warranty

What is your warranty?
Warranty on any Cherub's Kiss Nappies regardless of type is strictly 3 months from date of purchase and only applies to the original purchaser.

If you have any queries or concerns regards your nappy please contact us immediately so as not to exceed the warranty period.

If the fault is determined to be a manufacturing fault, will cover postage from you to us and return. Nappy will be repaired or replaced at our discretion. If however the fault is user error then postage costs will be covered by you along with any repair costs. Please ensure you have followed our care instructions so as not to void the warranty. We are happy to replace elastic in nappies for the original purchaser, free of charge (you pay the postage both ways) Second hand nappies elastic can be replaced for a minimum charge of $10 per nappy, plus postage.
Repairs - We will repair 'once' in your nappies lifetime for no charge, elastic etc (you must be the original owner). Further repairs will incur a minimum charge of $10 per nappy.
If you have purchase a CK nappy second hand and you would like it repair, charges start at $10 per nappy
I'm sorry but we do not repair other brands of nappies.



Contact Details

What are your contact details
Lesley Fletcher t/as Cherub's Kiss
ABN - 96 384 181 285
Postal Address - Parcel Locker 10102 08839
20 Mawarra Crescent FERNY HILLS QLD 4055



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