Frequently Asked Questions

Do you allow pickup?

Yes. If you are Brisbane resident, please email us – play@playgroundprincess.com.au to arrange a collection time and to obtain pick-up address information.

Do you allow physical inspection of goods prior to purchase?

Yes. If you are Brisbane resident, please email us – play@playgroundprincess.com.au to arrange a time to view one of our many products and to obtain pick-up address information. Please note: some products are not held on-site and therefore physical inspection is not available.

Do you offer an assembly service?

Sorry we don’t.

What is the returns / exchange policy?

Playground Princess understands that online shopping is different to shopping the conventional way, so if you’d like to exchange or return an item, please contact us in the first instance via email – play@playgroundprincess.com.au or by calling us on 0403 332 755.

  • Return your purchase within 7 days of receipt
  • Items need to be returned, at customer’s expense, in original packaging with tags attached, clothing must be unworn and unwashed. It is highly recommended that any returns are sent via Registered Post as Playground Princess will not be held responsible for items going astray or are damaged in the mail.

NOTE: Items purchased on SALE are not covered by our Returns and Exchange Policy unless deemed faulty by the product manufacturer / product distributor.

Full Purchase Terms and Conditions, including our returns and exchange policy, is available here

How much is shipping?

We offer a flat rate of $10.15 Australia-wide on most orders which are sent via Registered Post through Australia Post. However, some State and Territory customers will be required to pay extra depending on items ordered, quantity ordered and their location. Remote areas as well as South Australia, Western Australia, Northern Territory and Tasmania generally incur higher postage charges. Please email us prior to ordering to clarify your postage total.

Orders over $150 are shipped for free Australia-wide.

When will my order be shipped?

Orders received before 12noon (AEST) Monday to Friday will generally be shipped the same day. Orders placed after 12noon (AEST) Monday to Friday, on the weekend or on a Queensland Public Holiday will be shipped the next business day.

Once your order has been posted you will be provided with a tracking number, you can follow the shipping progress of your order via the Australia Post website or the website of the courier company we select to send your item via.

Can my order be sent to a PO Box?

We do not accept PO Boxes as delivery addresses. We always want to make sure your order ends up safely in your hands, so, we must have a street address for delivery.

How can I pay for my order?

Playground Princess accepts the following methods of payment:

  • Internet Banking Transfer

Account Name:          Natalie M Toth

Bank:                           ANZ

BSB Number:             014295

Account Number:      189977279

(Our bank details will also be provided to you at checkout)

  • Paypal
  • ANZ FastPay
  • PayPal Here

Can I add to or change my existing order?

Adding to or changing your existing order is no problem providing that your order has not already been dispatched. If you would like to add to or change your order you will simply need to email us to arrange.

How do I cancel my order?

We understand that sometimes your situation can change. We are happy to offer a full refund if we have not yet mailed your order and providing a notice of cancellation is received in writing within 24 hours of order placement. Please contact us to arrange cancellation.

How do I find out more about a particular product?

Need to know more about a particular product? No problem, just email your query through. We do our best to respond to your emails within 12 hours. It is important that we hear from you as we also need to know what specific details customers look for. It helps us make the product descriptions on our site more detailed.

Will you confirm my order details?

Yes, you will receive confirmation email immediately after your purchase.

Will you inform me when my order is dispatched?

Yes you will receive a dispatch confirmation email to confirm this. Within the email you will also receive a tracking number (if appropriate). If you have not received your parcel within 7 business days of placing your order, please contact us via email

Do you ship internationally?

Yes. However, some products are unable to be shipped internationally. Each individual product listed states whether international shipping is available.

Where do you source your products from?

All our products are sourced from Australian and New Zealand stockists.

Can my order be gift wrapped?

Yes, please email us once you have made your purchase. This is free of charge, however, please note, not all products are available for gift wrapping.

What if my order is missing, incomplete or damaged?

If you find that your order has only been partially delivered, this may be because other items are being dispatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, please contact us via email or phone.