Returns, Warranty & FAQs

Orders come through our system and go directly to our warehouse. Once check out is complete we can not guarantee that we will be able to update your order. We will try our best, but any charges incurred from the need to redirect an order, or return to sender to re-deliver as a result of an incorrect address used at checkout, will be borne by the customer.

We completely get it, we change our minds too! While we wish could, unfortunately once an order is placed, it goes directly through to our warehouse and we are no longer able to alter or cancel it. We do hope to have a cancellation window one day in the future. There may be a rare occasion when we can locate and hold an order once processed so we do encourage you to reach out, but please be aware, this is not always possible.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund.

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner. You can also call us on

0478 77 66 11

My Happy Helpers can absolutely send a gift on your behalf. Please let us know your intentions by adding a note at checkout and we will ensure the invoice is removed from your package prior to postage. Please review our shipping policies regarding delivery as it may be prudent to ensure your recipient knows to expect a parcel. Alternatively, we also offer gift vouchers that are redeemable for up to 36 months from the purchase date.

My Happy Helpers Gift Vouchers can only be redeemed online at www.myhappyhelpers.com.au

My Happy Helpers Gift Vouchers cannot be redeemed for cash or returned for a refund. Unused balances are not refundable or transferable. My Happy Helpers are not responsible for lost or stolen Gift Vouchers. Risk of loss or theft and title for Gift Vouchers passes to the purchaser on transfer. This Gift Voucher and purchases made with it, are subject to the terms of trade as set by My Happy Helpers, which may change from time to time.  Gift Voucher value expires 3 years after purchase.

Authority to Leave (ATL)

Where possible, our couriers may leave parcels in a safe place at the delivery address. If you would prefer that your parcel is not left unattended, please select “No Authority to Leave” at checkout so a signature will be required on delivery.

Once your order has been dispatched, you will receive tracking details so you can monitor the delivery. Couriers may provide proof of delivery, which may include GPS delivery confirmation or photographic evidence showing where the parcel was left.

If Authority to Leave is selected or applies to your delivery, the parcel may be left unattended at the delivery address. In these circumstances, My Happy Helpers cannot accept responsibility for parcels that are lost or stolen after delivery has been completed and proof of delivery has been provided.

For added security, we recommend selecting Signature on Delivery if you have any concerns about the safety of your delivery location.

Signature on Delivery

If Signature on Delivery is selected, someone must be available to accept the parcel during standard courier delivery hours (generally Monday to Friday, 9am–5pm).

If no one is available to sign for the delivery, the courier may either:

• leave the parcel in a safe place (if deemed appropriate), or
  
• return the parcel to the courier depot or sender.
  

Additional redelivery or re-shipping fees may apply where parcels are returned to sender.

Apartment Deliveries

If you live in an apartment or unit complex, we strongly recommend providing an address where the courier can easily complete delivery, such as:

• a reception desk
  
• concierge
  
• workplace address
  

Most couriers are unable to enter apartment buildings, use lifts, or locate individual units within large complexes. Couriers also generally do not call upon arrival.

If the courier cannot safely access the delivery location, the parcel may be returned to the sender and additional delivery fees may apply for redelivery.

Gated Communities & Restricted Access

Please ensure the delivery address provided allows clear courier access.

If a courier is unable to access the property due to locked gates, restricted entry or access codes not being provided, the delivery may fail and the parcel may be returned to sender. Any additional redelivery costs may be payable before the parcel can be re-sent.

Safe Delivery Locations

Please ensure that the delivery address provided has a secure location where a parcel can safely be left if Authority to Leave applies.

Couriers will only leave parcels in locations they consider safe. If no safe place is available, the courier may return the parcel to the depot or sender.

Once delivery has been completed and proof of delivery has been provided by the courier, responsibility for the parcel transfers to the customer.

Please note, once a parcel leaves our warehouse, the receiver often has more visibility over the parcel movements than we do. Please check your tracking details online as your first point of call. In busy and peak times, please plan ahead and order with plenty of time to spare.

We currently ship to the United States, Australia, New Zealand. To enquire about shipping to a different destination, please contact us. Please note, some items are unable to be shipped to these locations due to specific regulations, or size.

We dispatch orders daily, with cut off times at 10am. For Melbourne deliveries we can offer next day delivery and we can offer express across Australia. Please email us with your order number to request an upgrade.

Change of Mind Returns

We offer change of mind returns within 30 days of receiving your order.

To be eligible for a change of mind return:

• The item must be unused, unopened and unassembled
  
• The item must be returned in original condition
  
• The item must include all original packaging
  
• The item must not be damaged
  

Items that are returned outside the 30 day period, or that are not returned in original condition and packaging, may not be accepted.

The following items cannot be returned for change of mind:

• Clearance items
  
• Seconds / Scratch & Dent items
  
• Sale products
  

These products are sold at a reduced price with known imperfections and or price reductions and are therefore not eligible for change of mind returns.

Change of Mind Return Costs

Customers are responsible for the cost of returning items for change of mind, including any postage or courier charges.

Original shipping costs are non-refundable.

If your order qualified for free shipping, the cost of the original shipping incurred by My Happy Helpers will be deducted from your refund.

A 20% restocking fee applies to change of mind returns or cancellations.

Change of Mind Return Costs

Customers are responsible for the cost of returning items for change of mind, including any postage or courier charges.

Original shipping costs are non-refundable.

If your order qualified for free shipping, the cost of the original shipping incurred by My Happy Helpers will be deducted from your refund.

A 20% restocking fee applies to change of mind returns or cancellations.

Once your returned item is received and inspected by our team, we will notify you via email regarding the outcome of your return.

If approved, your refund will be processed to the original payment method.

Please allow a reasonable processing time for the return to be assessed and the refund to be issued.
PLEASE NOTE: My Happy Helpers™ reserves the right to reject returns outside the 30 day return period, or items which are returned, but are not in their original condition and/or packaging. 

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure, and to 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.

If you believe your product is faulty or damaged, please contact our customer service team as soon as possible so we can assist.

When submitting a claim, we may ask for:

• Photographs of the issue
  
• A description of the fault
  
• Your order number
  

This helps us resolve the issue quickly.

Faulty Product Assessment

In some cases, we may need to assess the product to determine the nature of the issue.

To help us resolve issues quickly, we may request photographs or videos showing the reported fault before arranging a return or replacement.

In many cases, issues can be resolved quickly by providing replacement parts or assembly guidance, which avoids the inconvenience of returning the entire product.

Natural Material Variations

Many My Happy Helpers products are made from natural wood. Variations in grain, colour, texture, and small marks are normal characteristics of natural timber and are not considered faults.

These natural variations make each product unique.

Many of our products require assembly. Customers are responsible for assembling products in accordance with the provided instructions.

Issues caused by incorrect assembly may not be considered a product fault.

If the item needs to be returned for assessment and the issue is confirmed as a manufacturing fault, My Happy Helpers will cover the cost of return shipping.

Depending on the nature of the issue, we may offer:

• replacement parts
  
• a replacement product
  
• a repair
  
• a refund (where required under Australian Consumer Law)
  

Missing Parts or Items

If parts are missing from your order, please contact us so we can arrange replacements as quickly as possible.

Warranty on My Happy Helpers Products

My Happy Helpers offers a 2-year manufacturing warranty on products produced by My Happy Helpers.

This warranty covers manufacturing defects in materials or workmanship under normal household use.

This warranty does not cover:

• normal wear and tear
  
• cosmetic damage that does not affect the function of the product
• damage caused by misuse or accidents
• damage caused by incorrect assembly
• damage caused by improper care or cleaning
• damage caused by modifications or alterations to the product
  

This warranty applies in addition to your rights under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to 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.

If you believe your product is faulty, please contact our customer service team so we can assist.

To help us assess the issue quickly, we may request:

• your order number
  
• photographs or videos showing the issue
  
• a description of the fault
  

In many cases, minor issues can be resolved quickly by providing replacement parts or assembly guidance.

Where a product fault is confirmed, My Happy Helpers will provide a remedy in accordance with Australian Consumer Law. This may include:

• replacement parts
• repair of the product
• replacement of the product
• a refund (where required under Australian Consumer Law)
  

If a product needs to be returned for inspection, we will provide instructions for returning the item. Where the product is confirmed to have a manufacturing fault, My Happy Helpers will cover the reasonable cost of return shipping.

Return of Faulty Goods

In some circumstances we may need the item returned so the issue can be assessed by our quality team or supplier.

Where a refund is required, the complete product must be returned. If the product cannot be returned, we may not be able to issue a refund.

Once the returned product is received and assessed, we will confirm the appropriate resolution.

Missing Parts

If parts are missing from your order, please contact our customer service team so we can arrange replacement parts as quickly as possible.

If your order arrives damaged during transit, or if your parcel appears to be missing, please contact our customer support team as soon as possible after delivery.

We strongly recommend inspecting your delivery within 24 hours of receiving it, as our courier partners require transit damage to be reported quickly in order to investigate claims.

When reporting transit damage, we may request:

• photographs of the outer packaging
  
• photographs of the damaged item
  
• photographs of the shipping label
  
• a description of the damage
  

This information helps us lodge a claim with the courier and resolve the issue quickly.

Please note that delays in reporting transit damage may affect our ability to recover costs from the courier or complete an investigation. However, we will always work with customers to resolve genuine issues in accordance with Australian Consumer Law.

Customers should retain all original packaging until the condition of the product has been confirmed.

Where transit damage is confirmed, My Happy Helpers will arrange an appropriate resolution such as replacement parts, a replacement product, or a refund where required.

At My Happy Helpers, your families health and safety is our priority.

For these reasons, My Happy Helpers only source timber from FSC (sustainably sourced) certified suppliers. This includes our New Zealand Pines, our Birch, Beech and Poplar Woods and also our limited range of eco friendly MDF Products.

However, we don’t stop there, our timber and eco MDF products have also been independently tested and verified to ensure they meet the current Australian Safety Standards.

For more information on Sustainably Sourced Timber, please see https://au.fsc.org/en-au

Our products are designed for children and are therefore appropriately designed to be easily cleaned. If you’ve chosen to purchase a varnished or painted product, simply wipe your item down with a clean, damp cloth as required. No need for sanding, scrubbing or repainting. Please do not use chemicals to clean your products, and refer to the specific product pages for more comprehensive information that is product specific.

If you’ve chosen a raw timber variation, please take extra care to ensure your child’s hands and feet are clean when using the product. Your product may also require a light sand every few months to maintain its visual appearance.

We do offer Layby and Afterpay. Please see more information here :

AFTERPAY

LAYBY