THE ANSWERS TO ALL YOUR QUESTIONS

Got a question or need some help? Check out our FAQs. Don’t see your question here? Just ping us a quick question via chat or email us. We’d be delighted to help! During business hours, we usually will try our best to reply in a few minutes - outside business hours we'll come back to you the next day.

TOP QUESTIONS

WHERE ARE YOU BASED?

We live and work in lovely (mostly sunny) Sydney, Australia. We do not have a retail storefront and all orders are shipped out from Sydney.

HOW DO I GET IN TOUCH?

Send us an email at: hello@pailrabbit.com. You can also come chat with us on our website. If you've already placed an order with us and want to get in touch about that specific order, you can also reply to your order confirmation email. We'll respond as quickly as we can to help you out!

DO YOU ACCEPT EXCHANGES?

We've got a different approach. Instead of exchanges, we offer hassle-free refunds. Simply send back the item(s) you don't want and order the right item/size. Easy peasy! Oh, and keep in mind that refunds are issued to the original payment method. So, if you're returning a gift, be sure to keep that in mind. Please refer to our return policy

CAN I RETURN SOMETHING I'VE PURCHASED?

Yep, we are happy to offer a store credit or refund on an item you've purchased from us - simply contact us within 14 days of your date of order.

Also note, swimwear, swaddles, face mask and sunshield products do not fall under our 14 day returns policy for hygiene and safety reasons. We will not accept returns on these items for change of mind reasons, even if the item is unused. 

We try to keep things as simple as possible. As long as they meet our criteria, it should be no problem at all to return the item(s). Please refer to our return policy

Here's what you should know:

  • There will be a $10 return handling/restocking fee per item.
  • Shipping costs are non-refundable.
  • Returns must be in brand new condition, with original packaging and proof of purchase.
  • Returns must be initiated within 14 days of the original order date.
  • Returns must be postmarked for return within 14 days of the original delivery to you.
  • Customer is responsible for the return shipping cost.

If you’ve had it less than 14 days… You can initiate a return. If the item is faulty, you’ll get the choice of replacement or refund.

You just need these 5 things:

  • Your proof of purchase
  • An return authorisation number from our team
  • The item should be unused and tags should not be cut
  • The item should be in its original packaging and in a re-sellable condition
  • Any free items that came with your product should be unused and in a re-sellable condition

All sale items are final sale and not eligible for returns. Please refer to our return policy.

HOW CAN I TRACK MY ORDER?

Once your order is packed and is ready to be on it's way, we will email you the tracking number so that you can keeps tabs on the whereabouts of your goodies.

DO YOU SHIP INTERNATIONALLY?

We sure do! We offer international shipping to the following countries: Belgium, Canada, China, Denmark, Finland, France, Germany, Hong Kong, Iceland, Indonesia, Ireland, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, United Kingdom and the United States.

Shipping charges and estimated delivery times will be automatically calculated for you during checkout based on the package destination and weight.

WHO PAYS FOR INTERNATIONAL IMPORT TAXES?

International orders may be subject to import duties and taxes on receipt of the package in the destination country. The customer is responsible for any customs charges that may be applied to the shipment. Unfortunately, Pail Rabbit has no control over these charges. Customs determines these charges and Pail Rabbit has no way of knowing what these charges may be. Pail Rabbit is not responsible for any actions taken by customs or the chosen package delivery service.

MY ORDER IS A GIFT... DO YOU INCLUDE PRICE INFORMATION ON YOUR PACKING SLIPS?

Don't worry, we never include the price on any of the packages that we ship out!

HEY, I JUST PLACED MY ORDER AND I FORGOT TO INCLUDE A GIFT NOTE. IS IT TOO LATE?

Reply to your order confirmation email and let us know that you meant to include a note, and if it hasn't shipped yet we'll make sure it is included.

MY PACKAGE HASN'T ARRIVED YET! WHAT CAN I DO?

Please email us, ping us on chat or reply to your confirmation email. If contacting us via email or chat, please provide us the order number and we will do our best to help track down your goodies. Delivery dates may varies and delays may occur due to local environment restriction(s) and high parcel volumes. We are not responsible for these delays.

ORDERS

I MADE A MISTAKE. CAN I CHANGE MY ORDER?

We're all about speedy order processing here at Pail Rabbit. But if you need to make any changes, don't worry - we've got you covered. The fastest way to reach us is by emailing hello@pailrabbit.com or dropping into our chat. Just make sure to include your order number and let us know what changes you want. We'll do our best to make it happen and let you know ASAP.

I HAVE A QUESTION ABOUT AN ORDER I'VE ALREADY PLACED.

No worries, just reply to the confirmation email you got and we'll get in touch with you right away to help out. Or if you lost that email you can reach us at hello@pailrabbit.com.

I'VED CHANGED MY MIND. CAN I CANCEL MY ORDER?

We've got good news and bad news. Shoot us an email at hello@pailrabbit.com ASAP to request a cancellation. We're usually pretty quick with processing orders (by 7am AEST), so it's important to let us know pronto. If your order has already been shipped, sorry, it's too late to cancel. But if it's still in our hands, we'll happily give you a store credit (minus any pesky transaction fees).

If your order is already on its merry way, no worries! You can always return the items once they arrive. Just head to our returns portal for more info and to book your return.

Need a hand? Reach out via live chat or email us at hello@pailrabbit.com, and we'll figure out the best way to assist you.

DO YOU OFFER A DISCOUNT ON FIRST-TIME ORDERS?

We sure do! we offer a discount on all first-time orders, simply sign-up to our newsletter to receive a welcome email with your unique promo code.

HOW DO I APPLY MY DISCOUNT CODE?

Simply enter your discount code in your basket before proceeding to checkout ensuring that the code is entered as received, with no additional space or character.

Kindly be advised the offer is applicable to online purchases only and is not cumulative with any other offer, promotion, or special pricing agreement.

I DIDN'T RECEIVE MY COUPON CODE?

Oh no! when you sign up to our newsletter, you are automatically sent a confirmation email with your unique coupon code offering 10% discount off your first order. 

This can take up to 24 hours... Sometimes it may go into your Spam/Promotions folder, so please check in there if you have not received it.

If you can't find the email please try signing up again and make sure you entered your email address correctly. You can also try an alternate email address if you have one.

If both these have been re-checked and you still have not received your discount code, please get in touch with us via email or live chat.

WHY DOESN’T MY DISCOUNT CODE WORK?

You must enter the discount/promo code when you are checking out as it can't be applied later.

If you find that your promo code isn't working then please check the below:

  • You can only use one promo code per order. This applies to our free delivery codes too.
  • Promo codes cannot be used for gift vouchers, or any sale items.
  • As our promo codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website.
  • Some codes will only work for specific people or for specific countries. The terms and conditions will state if the code can only be used in a certain country. If you've received the code in an email from Pail Rabbit then the code may also be locked to that email address. Make sure you're trying to use the code using your Pail Rabbit account that has the same email address as we sent the code to.
  • If you got a code from a friend or an unaffiliated website, it is most likely that the code is not working due it being locked to specific customers' accounts.

If your promo code is still not working after checking all of the above, then please get in touch with us via chat or email us - we'll be happy to help.

I TOTALLY FORGOT TO USE MY DISCOUNT CODE AT CHECKOUT. CAN I GET A REFUND?

If you hit us up at hello@pailrabbit.com within 7 days of placing your order, we'll hook you up with a store credit that matches the value of your discount code. We're nice and helpful like that.

I NEVER RECEIVED A CONFIRMATION EMAIL. WHAT SHOULD I DO?

If you haven't received an order confirmation email, it is likely the result of one or two things:

  • Your order was never actually placed and processed.
  • You have entered an incorrect email address with your order

If you are certain that the email address linked to your order is correct, please check the spam folder for your order confirmation. In the event that you still cannot locate an order confirmation, please get in touch with us via email or live chat. 

SHIPPING

WHEN WILL MY ORDER SHIP?

All in-stock orders typically ship within 1-2 business days. You should receive an email once your item has shipped along with tracking info. It may take some time for the post office to scan and receive it. If your package is lost, stolen, or damaged in transit. Contact us and we will replace those items.