FAQ

Where is LiL DenDen?
Western Australian

How much is shipping?
$12 flat rate anywhere

Where is local pick up? (Temporarily Unavailable)
At Little Robot in Myaree
Weekend’s only, Cut-off day for weekend pick-up is Wednesday of each week. Click here for details.

 

GENERAL

Q. Where is LiL DenDen?
A. We are located in Western Australian.

Q. Do you offer items for pre-order?
A. Yes we do. Pre-order items are available on our pre-order page, please see above menu. Please note “release dates” shown may change without notice due to production, delivery or other delays that are out of our control.

Q. What payment options are available?
A. ‘PayPal (Bank Account or Credit Card)’ and soon ‘Direct Bank Deposit’.

Q. What shipping methods do you use?
A. Currently all parcels are sent through Australia Post.

Q. How much will shipping be for my order?
A. 
Shipping is charged at a set flat rate.

Q. What happens if my order didn’t arrive?
A. Please allow upto 20 working days before contacting us, Australia Post can be slow sometimes or delayed due to peak times of the year. We take no responsibility for parcels that are lost or if you provided us with an incorrect postal address, however we will try our best to assist you where possible. In case of an incorrect address or un-signed parcel, buyer will be required to pay for shipping cost again to have the parcel resent.

Q. I accidentally broken my item. Can you replace or assist me in getting replacement parts?
A. Unfortunately we are unable to provide a service for items damaged by the customer, nor are we able to act as a middle-man between customers and manufacturers for replacement parts.

Q. I live overseas, do you post internationally?
A. We only post to Australia. Though if there is a particular product you simply cannot find anywhere else but we stock it, maybe try sending us an email, we may consider it.

Q. What does “Random Selection” mean? Can I request a specific item labelled as “Random Selection”?
A. Unfortunately no, generally items labelled as Random Selection are like a lucky dip and would not be feasible to open each item to meet such a request.

Q. The item states that it was a display item, what does that mean?
A. The item was opened for display purposes only and generally still like new, unless noted otherwise.

Q. What does “Old stock” mean?
A. An item that is old, previously sold out that we have acquired stock. Item may have previously been used on display (pre-owned) and may or may not still be like new.

Q. My account has disabled and I don’t understand why?
A. If this is the case, it might be likely due to multiple or various cases (but not limited to) of; non-payments, cancellations of orders or refunds. If you believe there has been a mistake, please go to out our contact page and let us know.

 

RETURNS

Q. How do you handle returns?
A. If an item is defective or damaged please contact us ASAP within 5 days after receiving/accepting the order. Orders are carefully inspected for quality, assortment and proper packaging prior to shipment.

Q. If I change my mind, can I return it?
A. Unfortunately no, please select carefully.

Q. The item I purchased is damaged or missing parts?
A. 
Please contact us by email ASAP within 5 working days, providing a photo of the item clearly showing any damage/defects.

Q. How do I return my item?
A. If the item is eligible for return, contact us ASAP within 5 working days of receiving your order. Products must be returned in their entirety (not partial), in their original condition and packaging and with a copy of your Order email that shows the Order ID. Full details of the process for a return will be resolved through email when required.

For more information please see the link below:
Link to Refunds and Returns policy on the Consumer Protection website.

 

CANCELLATION

I would like to cancel my order?
Your order can be cancelled if a request to do so is made within 48 hours of placing the order. After such time your order may no longer be eligible for cancellation without a mark against your account.

 


If you have any further questions, please head to the ‘Contact Us‘ page and ask there.

Last revised 12/12/2016