FAQ's

Where are you located and do you offer pickup as an option?
We are in Annandale, NSW. Unfortunately, our warehouse is not open to the general public and all orders will need to be posted.

Are your items seconds?
No. All our items are brand new with tags. Some items are brand new in packets. If an item comes in a packet, this will be shown in the images. Please note that some packets may be slightly damaged, however, there is no issue with the product itself. You are welcome to contact us and we can let you know if the product you require has a slight imperfection with the packaging. 

When does your sale end?
Our store offers everyday low prices, so there's no end date for our sale. What you see online are our regular prices. Enjoy the benefit of continuous savings with our store. Our sale never ends, and the prices you see online are always our best deals.

How do I know if your store is genuine?

You might be wondering about the authenticity of our store in a world where fake websites and scammers are prevalent. We understand your concern. To put your mind at ease, we'd like to highlight some key points:

1. Customer Reviews: We take great pride in our reputation. Please take a moment to check out the reviews left by our real customers on platforms like Google and Facebook. These reviews reflect the experiences of genuine customers who have shopped with us.
2. Independent Verification: We encourage you to independently verify our authenticity. Reading the firsthand experiences of our customers can help you gauge our credibility.
3. Direct Contact: If you have any questions or doubts, please feel free to give us a call at any time. We are here to assist you and address any concerns you may have.

We value your trust and are committed to providing a genuine and reliable shopping experience. 

How much is shipping?
Postage is a $9.95 for orders in Australia and free for orders over $130. Please see here for more details, including international shipping.

I placed an order but am yet to receive a confirmation email. When will I receive this?
Please check your junk folder. If you still haven’t received it within a couple of hours, please contact us here.

Can I make a change to an order that I haven’t received as yet?
Please email us your request (and your order number) and we will do all possible to make the change, provided the order has not already been packed and/or despatched.

Can I cancel my order once I have placed it?
Once an order has been despatched, we are unable to cancel the order. If an order has not yet been despatched, a re-stock fee of $15 (Australian orders) or $25 (International orders) applies which covers administration, processing, and merchant fees that Kids Outlet Online incur.