In light of current events, we are aware that the COVID-19 situation is causing understandable concerns amongst our families. I wanted to take this opportunity to assure you that your safety is our top priority. Together with all our stakeholders, we are taking all precautions in accordance to the advice of Australian Federal Government and World Health Organisation to keep our team safe and ensure your orders move in a timely manner. 

From a delivery perspective all our couriers have provided formal notices – all operating in the same scenarios. 

Please see summary below:

- All deliveries that require Signature will be done as Authority to Leave (ATL) if the customer is not home.

- The drivers will still ring the doorbell but will apply a distance of approx. 2m from the front door and not ask for a physical signature.

- For all deliveries marked as ATL, delivery process will remain the same. In the case the parcel cannot be left in a safe place in either situation, the parcel will be taken to a respective collection point (Depot/ Parcel Connect Agents etc) for the customer to collect. If your parcel is delivered by Couriers Please, they will be taking photographs of all parcels delivered as ATL.

- International shipments are also being delayed due to bio-tech experts having to ensure no parcels or personnel are carrying the virus.

All carriers are currently experiencing significant delays.
 
At the moment, we are seeing ETAs in the following timeframes:
 
Melb Metro - 7-14 business days
Sydney Metro -  4-10 business days
NSW -  7-14 business days
VIC-Regional, QLD, SA, WA, TAS, NT – 14-28 business days
International – 14-28 business days
 
*Some parcels may arrive sooner, however, these will be the exception
 We ask for all our clients’ patience and understanding in this difficult time on the freight delays and impacts, as these matters are beyond anyone’s control. Having said that, the above processes and delays may change at any given time. We will provide any updates as soon as we receive them and do our very best to maintain our high level of service.

If Stock is available (please check listings for details), all orders are usually shipped within the next 24hours. (Usually 8am the next day)

If you have purchased multiple items that include a pre-order item, it will be dispatched when the pre-order item is available in stock. 

Please check your shipping address and items before checking out. Since orders are processed very quickly, please let us know as soon as possible as it may not be possible to edit or change orders once they are dispatched. 

It depends on where you are. Australian orders will take 2-7 business days to arrive.
Overseas deliveries can take anywhere from 5-14 days. 

Once your order has been despatched, you will receive a tracking ID in your email to track the progress of your delivery. 

Unless requested otherwise, all orders will be delivered with Authority to Leave (ATL) in a safe place. 

If you have a specific instructions please leave this at the Notes upon Checkout or send us an email to hello@littlewiwa.com as soon as possible.

Unfortunately, we do not deliver to PO boxes or Parcel Lockers due to the bulky size of the packaging. 

Please note - due to a large volume of orders, we are not able to check every address on every single order, so please ensure that you've provided us with your residential/ commercial address upon check out.

Once dispatched there will be extra costs incurred for redirection to a residential address.

The below estimated transit time-frames are indicative based on the information provided by our courier provider and apply from time your order is dispatched. 

Standard Delivery:

Adelaide 1-2 business days
Albury 1-2 business days
Bendigo 1-2 business days
Brisbane 2-3 business days 
Bundaberg 3-5 business days 
Cairns 4-7 business days 
Canberra 1-2 business days 
Central Coast 2-3 business days 
Coffs Harbour 2-3 business days 
Geelong 1-2 business days
Gladstone 3-5 business days
Gold Coast 2-3 business days 
Hobart 3-5 business days 
Launceston 3-4 business days 
Mackay 4-7 business days 
Maryborough 3-5 business days 
Melbourne 1-2 business days
Newcastle 1-2 business days 
Northern Rivers 2-3 business days
Orange 2-3 business days 
Perth 4-7 business days 
Port Macquarie 2-3 business days
Regional VIC: 2-4 business days 
Rockhampton 3-5 business days 
Sunshine Coast 3-4 business days
Sydney 1-2 business days
Tamworth 2-3 business days
Toowoomba 3-4 business days
Townsville 4-7 business days
Widebay 3-5 business days
Wollongong 2-3 business days

Yes, we do. The delivery cost is calculated automatically at checkout. If you have troubles checking out, please contact us at hello@littlewiwa.com for a delivery quote. 

Once your order has been dispatched, you will receive an email with the full tracking details. Delivery transit times is out of our control as this varies depending on the courier and/ if there are unprecedented delays.

If you wish to chase up the delivery, please refer to the tracking number on the tracking link sent to your email to determine the courier to contact.

Our play mats are made of sustainable TPU foam materials that are 100% free of PVC, BPA and toxic chemicals. They are odourless, biodegradable and ethically made to the highest standards. 

Yes absolutely - and they are safe from the newborn stage. All our play mats have been tested independently and are compliant with Australian & New Zealand AS/NZS ISO 8124 Toy Standards as well as European EN71 Toy Standards.

- 100% PVC free
- Hypoallergenic
- Does not contain any toxic substances (BPA free, formaldehyde-free, phthalates-free, DEHP free)
- Does not contain any harmful heavy metal substances

You can request for full product testing reports by contacting us on hello@littlewiwa.com

We highly recommend wiping the mat(s) clean with soft damp cloth for everyday cleaning.The best way to thoroughly clean the mat is simply using mild (dish) detergent. If soiled, simply use a small amount of detergent and wipe down the entire mat and leave it to dry naturally/ dry with a dry cloth. Always allow the mat to dry completely before rolling it up and storing it away to prevent any unwanted mould.

Avoid using harsh cleaning agents as prolonged use may damage/ discolour the mat. 

Please refer to our Care Instructions for more information.

Most baby wipes contain fragrance stabilisers which are of alcohol functional groups that act as preservative-like properties. They are certainly antimicrobial but unfortunately alcohol is not suitable to clean TPU materials. Short term use may not show any/much changes however prolonged use may cause discolouration/ weaken the material and cause easy damage.

Avoid alcohol and other harsh cleaning agents such as bleach, sprays. Take care to check the ingredient listings at the back of the cleaner as alkaline based cleaning products may cause discolouration. Prolonged use may weaken the material and cause it to easily tear. Avoid using sharp or hot objects on the mat. Take care when doing art and craft - water based stains are removable however ball point pens/ markers are no. Avoid direct sunlight as they can be sensitive to them. Take caution when hanging out with your fur babies and with highly pigmented items such oil based food/ liquid. We cannot be held responsible for damage done after the mat has been used.

It does take some time for the mat to flatten and settle in as they have all been tightly rolled in the box. Once taken out from the box packaging, unroll it in the reverse direction to let it relax and settle and to release the minor creasing.

To make the process quicker, you can also reverse roll the mat, strapping it up with the velcro straps and leave it overnight before flattening it out. 

Due to the natural characteristics of the TPU, yes this is normal. Little Wiwa play mats are made of non-toxic TPU materials which is free from chemicals, meaning there's no additional plasticisers or additives such as phthalates (toxic) added to them, so some slight fading and discolouration may occur over time with usage. To keep discolouration at bay, avoid using baby wipes or harsh cleaning agents - refer to our Product Care Instructions for more information.

China

We allow returns on all unused items in their original packaging within 7 days of receiving the item. If you wish to return you will need to cover the return shipping fee. 

Once returns have been received in good order, a credit voucher will be issued.

For more information, refer to the Return Policy below.

Please note the terms & conditions below.

1. The item(s) must not be used and is in its original packaging. If item has been used - we are unable to process the return. You will need to return sealed/ original stock item(s), including all original packaging (plastic, label, velcro straps and the box) 

2. You must complete your return within 7 days of receiving the item(s). If the 7 days period unfortunately we cannot process the return. 

PLEASE NOTE:

- Cost of shipping of the returned and/or exchanged item is the responsibility of the buyer. For all returns, it is highly recommended that you use registered post or a trackable courier as we cannot accept responsibility for products lost in transit to us. Any refund amount will be less the original shipping cost. 

- NO refund or exchanges will be offered on any SALE items. All international sales are final.

- All returns will be issued in a form of Store Credit to the value of the mat(s) purchased. Cash refund will incur A$10 return processing fee, unless the product is a defect item.

If the above terms are met, please fill up the Return Form by clicking here and we will attend to your return request within the next business day.

Once your return is received and inspected by our quality assurance team, we will send you an email to notify you of the Credit Voucher.

Little Wiwa reserves the right to decline a return request subject to our discretion and amend these terms at any time.

Yes, provided there is still balance on the card.

No, you can't reload a gift card.

Yes, you can redeem another gift card during checkout.

If you have signed up to a Customer Account, you can check the balance by using the link provided in the gift card email. For customers without accounts, send us an email to hello@littlewiwa.com and we can easily provide and send the information to you.