GENERAL
Q. Where is LiL DenDen?
A. We are located in Western Australian.
Q. How much is shipping?
A. $9.50 Flat Rate anywhere in Australia.
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 happens with orders with a mix of released and pre-order?
A. Mixed orders placed together with released & pre-order will be shipped as one package when all items are available (ie. 3 items in cart “Released now”, “Release date: Nov 19” and “Release date: Sep 19”, the order will be held November 2019). To avoid this, please separate your orders
Q. What payment options are available?
A. ‘PayPal (Bank Account or Credit Card)’, ‘Direct Bank Deposit’ and Cash on Pickup.
Q. What shipping methods do you use?
A. Primarily Australia Post.
Q. How long does an order take to ship?
A. Orders are usually shipped with 1-2 business days. Please allow upto 8 days for delivery. ***Please note there may be delays due to covid.***
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. Yes, we ship to international customers as part of a trial. Shipping will be calculated after we receive your order and invoiced through PayPal.
We are currently only shipping to a limited number of countries.
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. 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
International Customers: We currently do not offer returns for international orders, please choose carefully.
Q. How do you handle returns?
A. If an item (ie. figure / toy / collectable) 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
Q. I would like to cancel my order?
A. Your order can be cancelled if a request to do so is made within 24 hours of placing the order and we have not already shipped it. After such time your order may no longer be eligible for cancellation without a mark against your account. Please choose carefully as we don’t cancel change of mind.
If you have any further questions, please head to the ‘Contact Us‘ page and ask there.
Last revised 25/10/2021
Q. What happens if my order didn’t arrive?
A. Please allow up to 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 unsigned parcel, buyer will be required to pay for shipping cost again to have the parcel resent.
