Frequently Asked Questions ( FAQs ) | Mini Nation
COVID-19 Update from Mini Nation
UPDATE – INTERNATIONAL SHIPPING: Effective from May 2020 we have temporarily suspended our international shipping option due to significant delays within the network. We will resume our international option as soon as conditions have eased.
We are happy to share that for the time being, we are open and it is business as usual for our Mini Nation team. We are a small family run online retailer, so fortunately in that sense we can operate and fulfil orders as they are made.
Please be assured, we have been closely following government advice and guidelines and will continue to do so as they are made available. The health and safety of all of those around us continues to be our priority.
As we write this, postal services are considered an essential service which means that orders placed will continue to be dispatched. We are still dispatching within our usual timeframes which is within 1 business day of an order being received.
Please be aware however that there is enormous strain on all postal and courier services at the moment so please allow additional time for parcels to arrive. We primarily send orders through Australia Post and Couriers Please. Please refer to the following links for the most up to date information on delivery timeframes with these carriers:
Australia Post – Click Here
Couriers Please – Click Here
We understand this is a very fast moving situation and we can assure you we will continue to stay across the situation and keep you informed if anything changes with our ability to dispatch orders.
We truly appreciate your ongoing support, and support throughout this time. We are thinking of you all, please stay safe and healthy, together we will get through this.
Do you have a physical store?
No. At this stage Mini Nation is an online store only.
What are my payment options?
We accept payment via PayPal – a safe and easy way to pay online.
You can pay directly from your Mastercard or VISA credit card or bank account. A PayPal account is not required to use this facility.
We also offer Australian customers the ability to shop online now and pay later via AfterPay and zipPay.
How much does it cost to deliver my order?
Shipping price for Australian orders is a flat rate of $9.95, excluding bulky/large items (e.g. bassinets, prams) which have a flat rate of $18.00.
We also offer free shipping within Australia for orders over $150 (please note, this excludes bulky items such as bassinets and prams).
Final shipping costs will be calculated at checkout.
Which carriers do you use for delivery?
We currently use Australia Post for Domestic and International orders, as well as select couriers where required.
How long will it take until I receive my order?
Once payment is received, your order will be dispatched within one business day. Estimated times for delivery vary depending on your location. All orders are dispatched from Sydney, NSW Australia.
Please note: Dispatch timeframes may take a little longer during peak periods such as Easter, Christmas and Sales. If you are needing your order urgently, please add a note at check out or contact us at [email protected] with your order number.
Can I track my order?
Once your order has been dispatched, an email will be sent with your parcel tracking number and a link which you can click on to check the status of your delivery.
Can I change or cancel my order?
If you wish to change or cancel your order, please contact us at [email protected]. An order may only be changed or cancelled if it hasn’t been processed. If your order has been processed, you may return the order for an exchange or store credit. Please see ‘Can I return an item if it is not suitable?’ for further information.
Do you deliver internationally?
We offer shipping worldwide with Australia Post, with final shipping costs calculated based on your mailing address at checkout. Shipping options include: Standard Shipping with tracking, Standard Shipping with tracking and signature on delivery, and International Express Shipping.
International customers are responsible for their own local duties and taxes where applicable. For more information on taxes, duties and customs regulations please contact your local customs office directly.
Please note, International shipping charges do not include insurance. Mini Nation cannot be held responsible if a parcel goes missing or is damaged in transit. Please contact us prior to placing your order if you wish to add extra insurance coverage
Can I purchase a gift certificate?
Yes, you can purchase a gift certificate just like any other product on our website. Your gift voucher will be delivered via mail to either yourself or the recipient for your convenience.
Gift certificates are valid for 12 months from the date of issue. Visit our gift certificate page for more information or to make a purchase.
How does pre-order work?
Pre-order is an order placed for an item that is not in stock yet. We often open pre-orders for popular item that sells out quickly. This also guarantees an immediate dispatch when the product arrives in stock. If your order consists of a pre-order item, the whole order will be processed and dispatched once the pre-order item is available.
What if something I have ordered is out of stock?
All product orders are subject to availability. We aim to have all our items in stock, however, in some cases, we may sell out of an item before we have a chance to mark it out of stock. If this occurs, we will contact you as soon as possible to notify you when the item is expected to be back in stock, and/or provide a refund immediately.
What happens if my order gets lost in the mail?
Please contact Australia Post or the courier that your order was dispatched with and advise them that your order has not arrived. You will need to quote your tracking number that was sent to you in your order confirmation email. If the carrier is unable to locate your items, please contact us at [email protected] and quote your order number and we will lodge an enquiry for you.
If you require additional cover or signature on delivery, please contact us before placing an order to make these arrangements.
Can I return an item if it is not suitable?
You can return an item if it is unused, unworn and with all labels intact. Please note, there are no refunds or exchanges on sale items. Items must be returned within 14 business days from delivery date.
How do I return an item?
To return an item, please send an email to [email protected]. Quote your order/invoice number along with a reason for return. We will then provide you with the details to return the goods.
Please use a secure and insured delivery service (such as registered post), as we cannot accept responsibility for items not received.
Once received, your refund will be processed within 48 hours (less original cost of shipping), and you will receive notification by email once this is complete.
Note: If an item is to be returned, the return shipping cost will be at the customer’s expense and items must be unused and in original condition, with tags and labels still attached.
What if a product I receive is damaged or faulty?
If an item you receive is damaged or faulty, we will happily exchange it if the item is still available. If the item has sold out, we will provide you with a refund.
Contact must be made within 48 hours of receiving the item, with a description of the fault and a photo. Where goods are deemed faulty by us, we will refund or exchange if goods are returned within 14 days of the delivery date.
How do I use a promotional or discount code?
You can enter the promotional or discount code on the checkout page. Click the ‘Apply Coupon’ button to apply the discount to your order and proceed to checkout to complete your order.
Please note that promotional / discount codes can only be used once and cannot be combined with any other discount or promotion.