FAQ

Frequently asked questions

How long will it take to receive my order?


Orders for in-stock items are shipped same day if ordered before 11am (sydney time) on a weekday. Or next business day for orders placed after 11am or on the weekends.




What payment methods do you offer?


We accept PayPal and all major credit cards (visa, mastercard and American express) We can also except payment via EFT however this will slow the order process down as we cannot ship your order until payment has cleared into our account. Please allow an additional 1-3 business days after making payment for despatch.




How much is delivery?


We offer flat rate shipping of $7.99 for all Australian orders and $15.99 for all NZ orders. Free shipping for orders over $100 excluding pre-order items.




How long does delivery take?


Delivery times vary according to your location. All orders are shipped from our warehouse in Campbelltown NSW. We ship via Australia post and TNT express. Once your order has been despatched we will send you a tracking number via email.




Can I pickup?


No. At the moment Myfluffy does not allow store collection due to Covid19. We will review the option in the future.




What happens if my item arrives damaged?


If you experience damage in transit, please notify us as soon as you receieve the order. We request a photo of the damaged item for assessment. Once received we will organise replacements or refund as necessary.




What happens to pre-order itmes?


Sometimes we list new items prior to stock being released to us. We generally have an ETA advised on the product page and we endeavour to despatch your order as soon as the stock arrived. In the case of delay to meet the ETA, we will notify you by email and you can choose to cancel the order if you wish.




What is your ABN?


31 145 998 894




I need help with my order, who do I contact?


Visit our Contact us page or email myfluffy_australia@myfluffy.com.au quoting your Order # in the subject line. We will try to get back to you within hours.




Do the online prices include GST?


Yes, all online prices include GST.




What is your privacy policy?


We never use any information you provide to us, including your email address, telephone number, etc for any purpose other than what is required to complete your order.




Can I return if I changed my mind?


We do not accept return of soft toys and dolls due to hygine. However, other products can be returned for a store credit or refund if product is in original condition. Customer needs to request it by email, we will send you a return form including auspost return label. Once we received the return, we will deduct the shipping cost and refund you.





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