Frequently Asked Questions
We know sometimes you just want a clear answer without having to search through a long policy page. This space brings together the questions families ask most often, with simple guidance on ordering, delivery, returns, product care and support.
Ordering
Everything you might need to know before your order leaves us.
Can I change my order after placing it?
Can I cancel my order?
Can I send an order as a gift?
Can I add items to my order after placing it?
Do you offer pre-orders or backorders?
Can I use multiple discount codes?
Shipping
What to expect once your order is on the way.
How long does delivery take?
What is Authority to Leave?
What if my parcel is delayed?
Do you offer express shipping?
Can I choose a delivery date?
What if my address is hard to access?
Clear support if something doesn’t go to plan
We want this section to feel easy to follow, whether you’ve changed your mind, need help with a part, or believe something may be faulty.
Returns
Information on change of mind returns, return conditions and refund timing.
How do I return a product?
Eligible change of mind returns can be requested within 30 days of delivery, provided the item is unused, unopened, unassembled and returned in original packaging and condition.
Are any items excluded from return?
Yes, some items are excluded from change of mind returns, including sale items, pre order items, clearance products, seconds or scratch and dent stock.
Do I need to pay for return shipping?
For change of mind returns, return shipping costs are the responsibility of the customer unless otherwise stated.
How long does it take to receive my refund?
Once your return has been received and assessed, any approved refund is processed back to the original payment method. Processing times can vary depending on your bank or payment provider.
Can I return only part of my order?
- Yes — partial returns are accepted, as long as the original purchase was not part of a discounted bundle or set.
- If your order included a bundle or promotional set pricing, the items are considered part of a combined offer and are not eligible for partial return individually.
What condition does my return need to be in?
- Items must be returned in new, resaleable condition.
- Products that show signs of use, assembly, wear, or damage may not be eligible for return.
Can I return an item that has been opened but not used?
- Opened but unused items can only be returned if the original packaging remains completely intact and undamaged.
- If the packaging has been opened in a way that causes any damage — including tears, marks, or missing components — the item may no longer be considered resaleable and may not be eligible for return.
What happens if my return arrives back damaged or incomplete?
- If a return arrives back to us damaged, incomplete, or not in resaleable condition, it may not be eligible for a refund.
- We recommend arranging shipping insurance and using secure, protective packaging when sending items back, as the responsibility for the safe return of the product remains with the sender until it reaches us.
Do original shipping charges get refunded?
- Original shipping costs are not refunded for change of mind returns.
- Even if your order qualified for free shipping, the actual cost of shipping may be deducted from your refund, as shipping services have already been completed.
Is there a restocking fee?
- A restocking fee of up to 20% may apply to returned items.
- This fee helps cover handling, inspection, repackaging, and processing costs associated with returns.
Faults & Warranty
Support for faulty items, missing parts, product assessment and warranty coverage.
What should I do if I think my product is faulty?
Please contact our customer service team with your order number, a description of the issue and any helpful photos or videos so we can assist.
Do faulty items need to be returned?
In most cases, we will need the item returned so the issue can be properly assessed. In other situations, replacement parts or another remedy may be offered first.
What does the warranty cover?
Our manufacturing warranty generally covers defects in materials or workmanship under normal household use, in addition to your rights under Australian Consumer Law.
Are natural timber variations considered faults?
As many of our products use natural timber, variations in grain, colour and texture are part of the material and are not usually considered faults.
What if parts are missing from my order?
If parts are missing, please contact us as soon as possible so we can help organise replacements.
What if my item was damaged in transit?
- If your order arrives damaged in transit, please contact us as soon as possible after delivery with photos of the damage and packaging.
- We recommend reporting any transit damage within 24 hours of delivery, as our courier partners require prompt notification to assess and process claims. Delays in reporting may impact our ability to investigate and lodge a claim with the carrier.
- We will always assess each situation in line with our obligations under Australian Consumer Law.
What information do I need to provide when reporting a fault?
To help us assess your claim as quickly and accurately as possible, please provide the following information when reporting a fault:
- Your order number
- A clear description of the issue
- Photos of the product showing the fault
- Photos of the full product and surrounding area (to provide context)
- A short video, where possible, demonstrating the issue
Providing complete and clear information upfront helps us avoid delays and ensures we can determine the best resolution for you as efficiently as possible.
Can you send replacement parts instead of replacing the whole item?
Yes — where possible, we will always look to provide replacement parts as a first resolution.
This allows us to resolve issues more quickly and efficiently, without the need to return or replace the entire product.
However, if the issue is deemed to affect the safety, structure, or overall integrity of the item, we will assess and provide an alternative resolution where required.
What if the issue is caused by incorrect assembly?
If you believe your issue may be related to assembly, please reach out to our team — we’re always happy to help review and guide you where we can.
In many cases, we can assist with troubleshooting, adjustments, or clarification of the assembly steps to help resolve the issue.
However, please note that damage resulting from incorrect assembly is generally not covered under our warranty. Each situation will be assessed on a case-by-case basis.
What if my product has cosmetic marks or timber variation?
Many of our products are made from natural materials, including timber, which means variations in grain, tone, and texture are completely normal and part of the product’s natural character.
Subtle differences, markings, or variations in finish do not affect the function, safety, or performance of the product and are not considered faults.
We carefully select materials to ensure a high-quality finish, however no two pieces will ever be exactly the same — and that’s part of what makes each item unique.
How long do I have to report a faulty item?
Under Australian Consumer Law, there is no fixed timeframe for reporting a faulty item. Instead, products are expected to be of acceptable quality and last for a reasonable period of time based on their type, use, and value.
We do ask that any faults are reported as soon as they are identified. Prompt notification allows us to assess the issue accurately and provide a resolution as quickly as possible.
Delays in reporting may impact our ability to investigate the cause of the issue or determine whether it relates to a manufacturing fault, wear and tear, or external factors.
All claims are assessed on a case-by-case basis in line with our obligations under Australian Consumer Law.
Does the warranty apply to commercial or childcare use?
Warranty coverage is generally designed for normal household use. If a product is used in a commercial setting, such as a childcare centre or business environment, coverage may differ due to the increased frequency and intensity of use.
If you are planning to use a product in a commercial or childcare setting, we recommend contacting our team so we can help guide you on suitability and expected use.
Your rights still apply
Nothing on this page is intended to exclude, restrict or replace any rights you may have under Australian Consumer Law. Where a product has a major failure, you may be entitled to a refund or replacement. Where a product does not meet a consumer guarantee and the issue does not amount to a major failure, you may be entitled to a repair or replacement. The appropriate remedy will always depend on the circumstances and the nature of the issue.
Safety & Compliance
We know safety matters deeply to families. This section gives a simple overview, with a direct link to our dedicated Safety & Compliance page for fuller product and testing information.
Where can I find more information about your safety and compliance approach?
For more detailed information about our approach to safety, product testing and compliance, please visit our dedicated Safety & Compliance page.
Do all products have the same safety requirements?
No. Safety requirements can vary depending on the type of product. Some products are covered by specific standards, while others may be assessed against different applicable testing requirements or safety considerations.
Where can I find product-specific safety guidance before purchasing?
Product pages are the best place to start for product-specific information, including age guidance, intended use and key safety notes. Our broader Safety & Compliance page also provides additional context.
Why does safety information sometimes vary between products?
Different products are designed for different purposes, age groups and use settings. Because of that, the most relevant testing pathways, warnings and guidance can differ from one product to another. We always err on the side of caution, so you may notice some of our products have an older recommended age guidelein than others that look very similar, this is usually based on the childs developmental ability rather than safety.
How do I know if a product is suitable for my child?
A product is only suitable if it matches your child’s age, stage, size, coordination and ability to use it safely with appropriate supervision.
- At My Happy Helpers, we always recommend starting with the age guidance on the product page, then considering how your child actually moves and behaves in everyday life. Some children are steady, confident and ready earlier, while others need a little more time and support.
- You should also think about:
- - your child’s balance, coordination and climbing ability
- - whether they can sit, stand or use the product as intended and
- - the level of supervision required the setting the product will be used in at home
- If you are ever unsure, the safest approach is to choose the option that offers the most support for your child’s current stage, or contact us for guidance before purchasing.
Can I contact you if I have a safety question before ordering?
Absolutely — we genuinely encourage it.
- If you have a safety question or you’re unsure whether a product is right for your child, we’re here to help you make the right decision before you order.
- You can reach us in whichever way feels easiest:
- Email us anytime at support@myhappyhelpers.com.au
- Call our team for real-time support
- Or visit us in-store to see products up close and talk it through in person
- We know every child (and every home) is different, so we’re always happy to guide you based on your specific situation.
Payments, Promotions & Gift Cards
Helpful information on payment options, discount codes, gift cards and promotions.
Do you offer Layby and Afterpay?
Yes — we offer both Interest Free Layby options and also Afterpay.
Can discount codes be stacked?
No. Unless otherwise stated, only one discount code or price reduction can be used per order.
What if my discount code is not working?
Please check the code has been entered correctly and that any offer terms have been met, including expiry dates, exclusions or minimum spend requirements.
Can gift cards be redeemed for cash?
Gift cards are redeemable online and are not redeemable for cash. Unused balances are not refundable or transferable, and gift card value expires 3 years from purchase unless otherwise required by law.
Can I use a gift card with a discount code?
- Yes — gift cards can be used together with a discount code at checkout. The discount is applied first, and any remaining balance can then be paid using your gift card. Only one discount code can be used per order unless otherwise stated.
Can I change my payment method after placing an order?
Placeholder copy for payment method changes after checkout.
Do promotions apply to past orders?
- No, promotions do not apply to past orders.
- Our promotions are valid only during the advertised promotional period and cannot be applied retrospectively to orders that have already been placed. We always recommend taking advantage of current offers at the time of purchase, as discounts and promotions are time-limited.
Can I buy a gift card for someone else?
- Yes, you can absolutely purchase a gift card for someone else. You can send it directly to the recipient or forward it to them after purchase.
- Gift cards can be used online and are valid for 3 years from the date of purchase.
We’re here if you need us
If you cannot find the answer you need here, please get in touch. Sharing your order number and any helpful details from the start can make it faster for our team to assist.
