Customer Help

Our team is always here to assist.

Common purchase queries answered

Orders and Shipping

When you place an order with us, you will be sent an email receipt so that you know that your order is being processed.  We will do our very best to dispatch your purchase by the next business day.

We use either Australia Post or Toll Ipec couriers and once your order has been sent, we will email you with a consignment or tracking number and the relevant website address for tracing your parcel.

Approximate delivery times are as indicated below:

For major cities in eastern states – allow 3-5 working days

For regional areas, western states & Tasmania  – allow 5-7 working days

Urgent orders: If your order is urgent, please contact us prior to ordering or select the pay by phone option at the checkout so that we can take into account your delivery requirements.

You can create an account during checkout, or by visiting this page to create an account: https://littlesnail.com.au/my-account/

Call us on 02 6495 7556 ASAP or email us at shop@littlesnail.com.au as soon as you are aware of the change.

 

It is possible to send your purchase to a third party (for example, if you are buying a gift for someone). At the check-out, just enter the required delivery address details. We will send or email you the receipt separately.  Please let us know if you would like the item(s) to be gift wrapped and if you would like us to include a message with the gift.

We use either Australia Post or Toll Ipec couriers and once your order has been sent, we will email you with a consignment or tracking number and the relevant website address for tracing your parcel.

No, your credit card information is securely processed and encrypted either with PayPal or Stripe. 

 

When ordering over the phone your credit card information may be used to process the transaction and is then destroyed. It is not kept on file.

GST is included in the price of your toy.

We do not currently accept international orders on our website.  If you would like to place an order for international delivery or if you are located overseas and would like to place an order for delivery within Australia to a third party, please contact us by email at shop@littlesnail.com.au

We are happy to send orders overseas, but we will need to give you a quote for postage, so please get in touch.

Your items will come in one package. If you make more than order during the period when we are processing your order, we will endeavour to send in one parcel and refund you the extra shipping fee.

If you need to swap an item

Returns and Exchanges

‘Change of mind’ refunds

We are happy to offer a refund if you are not happy with your purchase or have had a “change of mind’. (Please note that there is no refund on postage in these circumstances).

If you would like to return an item, please let us know by email or phone on receipt of your order and return the item to us within 21 days of purchase (refer to eligibility criteria below).

For a return to be eligible for a refund it must be returned to us in its original, unused condition, with packaging unopened (where applicable) and with all swing tags and labels attached.  Please package your return carefully, as items damaged in transit will not be refunded.  Hard items must be returned in a sturdy postage box. Proof of purchase may be required.

Please ensure that you have a tracking number for the return, as we are unable to provide a refund if your return is lost in transit.

We do not offer ‘change of mind’ refunds for any sale or discounted items, or for gift vouchers.

Please note that if your original order qualified for free delivery and your return puts your order under our $150 threshold, our standard postage charge of $9.95 will be deducted from your refund.

A note about product descriptions, materials and fabrics

We strive to provide product descriptions and images that represent products as accurately as possible.  However, please note that these descriptions are non-contractual and that due to changes by manufacturers, there may be slight variations in colours, finish, materials and fabrics.

Items made from wood or textiles may contain minor imperfections or colour variations that are normal for these products and materials.  Sizes are approximate and colours may differ slightly depending on the device used to view our site.

While we do not consider these variations or minor imperfections to be defects or faults, we are happy to refund if you are not happy with an item for this reason. (Please refer to change of mind refund policy, above)

Please contact us ASAP and we will get the right product out to you.

Before dispatch, we carefully check all items to ensure that they are free from damage and we package your goods with care.

However, should you find that an item is defective or faulty, please contact us as soon as possible so that a refund or replacement can be arranged.  We may need you to either return the item or provide photographic evidence so that the fault can be confirmed (shipping costs will be refunded if the return is eligible).

Goods returned to us without notice or approval will not be eligible for replacement or refund of shipping costs.C

Little Snail

PO BOX 373

Pambula NSW 2549

Call us on 02 6495 7556 during business hours or email us on shop@littlesnail.com.au anytime. We will be happy to assist.

Please get in touch ASAP by phone or email to change or cancel your order. In the event of cancelling your order we will process a refund at the soonest opportunity.

Please fill out the form to be notified of stock becoming available of an out of stock item. 

Free Australian shipping

On all orders above $150

Easy 30 days returns

30 days money back guarantee

Ethical shopping

Commitment to fair working conditions

100% Secure Checkout

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