Delivery

Shipping and Delivery

We pack and send every order ourselves, with care. Orders are usually dispatched within 1–2 business days from our studio.

During peak periods, especially around Christmas and Easter, dispatch times may be a little longer. We'll always do our best to keep you posted.

Once your order has shipped, you'll get a confirmation email with tracking details. Delivery times vary depending on your location and carrier. If something hasn't arrived when expected, please get in touch. We're always happy to help.

Where We Ship

Right now we ship within Australia. We're building toward shipping further afield, so if you're outside Australia, keep an eye out, more destinations are on the way.

Delivery costs are shown clearly at checkout. We currently ship within Australia using tracked Australia Post services.

Returns

We hope you love The Big Questions: Santa. If something isn't quite right, please contact us within 30 days of receiving your order and we'll work with you to sort it out.

To be eligible for a return:

• Items must be unused and in their original condition
• Original packaging must be intact
• Proof of purchase is required

To start a return, email us at hello@stillcounts.com.au. Once approved, we'll let you know where and how to send your item back. Items sent to us without contacting us first won't be accepted.

Change of Mind

Because The Big Questions is designed to be opened, shared and returned to over time, we're unable to accept change-of-mind returns once the product has been opened.

If you're unsure whether it's right for you, we'd recommend reading the product description carefully, or getting in touch before ordering. We're always happy to talk it through.

Damaged or Incorrect Items

Please check your order as soon as it arrives. If something's faulty, damaged, or not what you ordered, contact us as soon as possible at hello@stillcounts.com.au and we'll make it right. We'll cover the return shipping costs for faulty or incorrect items.

Your Consumer Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have a product repaired or replaced if it fails to be of acceptable quality and the failure doesn't amount to a major failure. Nothing in this policy limits those rights.

Items That Can't Be Returned

• Sale items
• Gift cards
• Personalised or custom products

If you're unsure whether your item is eligible, please contact us before sending anything back.

Exchanges

We don't offer direct exchanges. If you'd like a different item, the quickest option is to return your original purchase (once approved) and place a new order.

Refunds

Once we've received and had a look at your return, we'll let you know whether your refund has been approved. Approved refunds are processed back to your original payment method within 10 business days, though timing can vary depending on your bank or card provider.

If more than 15 business days have passed since your refund was approved, please contact us at hello@stillcounts.com.au