FAQ

HERE ARE SOME OF OUR MOST FREQUENTLY ASKED QUESTIONS. (If your questions isn’t here or if you would like more information, please contact us.)

 

ORDERING

Q: Once I have paid, how long will it take to be posted to me?

A: If you pay using PayPal or credit card, we post within 24 hours.

PAYMENT

Q: Do you accept payment other than credit card?

A: We accept PayPal, credit card, or debit card. 

Q: Will I receive confirmation that my payment has been received and product posted?

A: Yes, you will receive an email notifying you that the payment has been received. We almost always ship within 24hours of receiving payment.

Q: I am an International customer how can I pay?

A: PayPal or credit card is your only payment option. Your payment will automatically convert your currency into US dollars when processing the payment.

Q: Is it safe to purchase on-line?

A: We supply you with a secure session within our shopping checkout process. This site is created by Shopify.com which is one of the most secure ecommerce platform online & and all purchases will be processed by Shopify.com.  Also, you will notice a padlock icon next to the Shopify.com icon, when you enter our secure 'checkout' area. This indicates that all information entered in the session is secure. No personal details or payment details are kept or recorded.

Q: Are my credit card details stored?

A: No. If paying with your credit card online, your payment is encrypted and you process your payment yourself. We never view your card details. If you call to pay with your credit card directly with us, we place card number direct into our merchant facility whilst on the phone and it is deleted once payment is processed.

Q: Which credit cards do you accept?

A: Visa or MasterCard. AMEX buyers should use PayPal to process their payments

Q: Can I cancel my order?

A: When we receive payment, we dispatch orders as quickly as possible, so it can sometimes be difficult or too late to cancel. However, it can be cancelled, if done before posting. Please contact us and we will try to help.

Q: How do I set up a PayPal account?

A: You can set up a PayPal account in a couple of minutes. Please visit www.paypal.com to sign up. 

POSTAGE & DELIVERY

Q: How is my items packed?

A: We take great care in package and handling for each order to ensure it arrives to you safely as each item should.

Q: How do I know if my item has been posted?

A: We normally send you an automated email advising you that your item has been posted once we mark it as posted. You can "View Order Details" in your account for further info.

Q: How long does delivery take?

A: Regular Post typically takes approx 7 - 20 business days (depending on location).

Q: Who do you use for postage and shipping?

A: Depending on your location, we use ePacket & EMS.

Q: You sent me an email saying my item was posted and I still have not received my order. Where is my item?

A: If you choose the Registered Post option, this will require your signature before the courier or driver will hand you the package. Our experience is that your package is probably awaiting your collection at the Local Post Office or courier depot if courier is used, as the drivers often could not be bothered to leave a calling card. Also delivery times are estimates only and are based on nothing going wrong in freight such road delays or busy trading periods for couriers

Q: Do you ship international?

A: Yes most items we ship international all day every day - except for items over 20kg cubed. Consult the ad to see if international postage is offered on that item.

Q: How do I calculate postage on multiple purchases?

A: Just combine all the items into your shopping cart and it will be calculated for you before you need to pay.

Q: My posted item is taking longer than the estimated delivery time. Why?

A: To far reaching areas or rural properties delivery times can be longer than the estimated delivery times, or Australia post simply can have delays or unforeseen issues, and take longer for delivery than usual. The courier may have also made delivery attempts to your address and you have not been there, so check your mailbox for calling cards.

Q: Why do some items have free postage showing and others not?

A: We have promotions going for different items sometimes and are usually short time offers.

Q: Can I send to a different address other than my own?

A: Yes. We use the address stored in your account so this will need to be changed before you proceed through checkout so postage can be calculated correctly and we can extract the correct delivery address. If you want to change an order after it has been placed please contact us with your order details and we will try to help it has not been sent yet

Q: Is my parcel trackable?

A: Yes most services have tracking capabilities

Q: What will happen if I am out when my parcel arrives?

A: Where delivery is not possible, the parcel will be taken to your nearest depot or post office and you will receive a notification of attempted delivery card. We recommend you provide a daytime delivery address such as your work address as we or you may be charged a second delivery fee. 

RETURNS

Q: Do you accept returns?

A: Yes! We are happy to exchange or provide store credit for items in new, unused and original condition within 30 days of receiving the goods. Any product swing tags and packaging must be returned with the goods. We do not accept returns after 30 days. Consult our terms and conditions pages or ad details for more information

Q: Can I exchange my item?

A: Yes of course! Please return the item with 30 days (15 days in-store) to exchange for the item you would like. You must contact us first at support@whimsicalowls.com to discuss the exchange.

 Q: I have received the wrong item, what do I do?

A: If the wrong item sent was our error, please contact us so we can organize the exchange and freight costs. If you simply ordered the wrong item please return the item back to us, explaining that you ordered the wrong item and wish to exchange. Once received, we will contact you and organize the posting of your new exchange item.

Q: How will you refund me?

A: All refunds will be credited to your same account or card that was used to place the order and make the payment.

Q: Where do I return my goods to for an exchange?

A: Please email us first at support@whimsicalowls.com to discuss exchange. Please make sure to return your items, with your purchase invoice receipt and exchange details of your order.

Q: What if I order the wrong size can I exchange?

A: Of course you can! If size is incorrect you may return the item to Whimsical Owls in exchange for the correct size within 30 days. If you’re not sure about size and want some expert technical advice from our staff just send us an email here: support@whimsicalowls.com.

WARRANTIES

Q: Is my item covered by Warranty?

A: Yes! All goods are backed by manufacturer warranties. See each ad for further details.

Q: My item doesn't work or is broken when I received it?

A: If the product is not working or incorrect upon receiving, it will be replaced or refunded.

ABOUT US & CONTACT US

Q: Besides great items, what else do I get?

A: To Whimsical Owls, a transaction doesn't just end at payment. In addition to a great price when you buy from us you get super fast service, expert technical advice from passionate staff, warranty support, ongoing customer support, access to our loyalty program & knowledge base & store support. There are plenty of discount operators out there, but all you get from them is a price and nothing else. Buy & shop with peace of mind.

Q: So who is Whimsical Owls?

A: We are a customer service oriented E-commerce business with a passion for owls and anything whimsical. We have one of the highest customer retention rates in the industry and we back every item we sell.

Q: Our Satisfaction guarantee

A: We are proud of our impeccable customer service record and will go to extraordinary lengths to keep our customers satisfied by continually adding new items to our store.

Q: How can we contact Whimsical Owls?

A: We prefer all contacts to be via email, so we have a full record of any past correspondence to serve you best. Please direct all your questions to: support@whimsicalowls.com.