Refund policy

We have a 30-day return policy, which means you have 30 days after the item has been sent out to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@kingofgifts.com.au. If your return is accepted, we will give you instructions on your next steps. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservice@kingofgifts.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You have 7 days after receiving your item to report defective, damaged or wrong item(s) received.

Hygiene disclaimer and non-returnable goods
With general hygiene concerns, we unfortunately will not be able to accept any returns of plush products, as these cannot be cleaned properly for re-sale. We will be happy to send you pictures of the exact bear we will send you upon request so you are sure you are ecstatic with the bear you are getting.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Any shipping costs for new items and returns will be paid by the customer in this case.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Pre-Order Conditions

We offer pre-orders on Charlie Bears and many other products for customers to reserve their desired items. We can offer a full refund on pre-orders within 14 days of your purchase for change of mind, after the 14 days cooling off period, we can offer an exchange or a voucher for money paid if you decide you do not want the items any longer. Any estimated time of arrivals cannot be guaranteed and this won't be a valid reason for a refund request after the 14 days. In the rare event where we can no longer get the item you pre-ordered in, we will inform you and offer you a full refund of any money you have paid.

 

Pre-Order Time Frames For Charlie Bears

Each bear released will have arrival information in the description. They will be labelled as arriving either first, second, third or fourth quarters. Please see a date guide below for a breakdown.

First Quarter: Between February and May

Second Quarter: Between May and August

Third Quarter: Between August and November

Fourth Quarter: Between November and February the following year

This is just a guide, as bears can sometimes arrive outside the above dates. Refer to “Pre-Order Conditions” above for information about change of mind and cancellations.

If you have any questions, please email us at customerservice@kingofgifts.com.au.