FAQs

Where do I enter the Discount Code?

The field to enter a discount code appears on the second stage of the checkout process.

 

Which size should I buy?

The best guide to determine sizing is your child's height. We have also included size guides for each product and brand where possible. If in doubt, please measure your child and choose size accordingly using the size guide

 

How do I wash my rainsuit?

Ducksday:

  • Machine wash 30°C
  • Do not bleach
  • No tumble-dry
  • Do not iron
  • Do not dry clean
  • Wash separately inside out, close all zippers and velcros
  • Impregnate again with waterproof spray after three times washing
  • Nevertheless, it is not necessary to wash your outdoor wear frequently. Just wipe off the dirt with a wet cloth and you are ready to go!

CeLaVi:

The Washing Instructions from CeLaVi indicate that these can be washed in the washing machine at a MAX of 40C. We'd recommend attempting to spot clean with a soft cloth and some soap in the bathtub before attempting the washing machine.

No Fabric Softener should be used.

Powdered detergent is preferable to liquid detergent, as liquid detergents can include components that will stick the fabric, reducing the waterproof and breathability.

Hang to dry.

 

When will I receive my order?

We use Australia Post’s e-Parcel system Standard Delivery service. We dispatch within 24-48 hours, and will send you a confirmation email with tracking number. From dispatch, your order should be received within 2-10 business days (depending on location). Please check Australia Post's website for any unprecedented delays. Please note: Due to COVID-19; Express Post is still available and will continue to be prioritised as the fastest option for customers but may not always meet the next business day delivery standard.

Express shipping is now also available. Additional charges will apply.

 

Do I need to have a Paypal account?

You do not need a Paypal account to make your payment, VISA and MasterCard are accepted via the Paypal gateway without needing to create a Paypal account.


What are the postage costs?

We charge a flat rate of AU$12.20 for Standard Delivery.

We also offer Express Post at a flat rate of $15.70.  

 
Do you ship internationally?

Due to COVID19 please contact us if you wish to place an international order. Please send an email to info@puddlebug.com.au with your request and we can explore on a case-by-case basis. 

 

If the item I purchase doesn’t fit, can I return it?

We accept returns within 14 days only, if it is the original condition with all tags and packaging attached, unworn and new. Before you return anything, please email orders@puddlebug.com.au and we will advise you of the next step. Please include full details about the return, your contact details and order number.

 

Can I exchange a product?

Due to COVID-19, we are limiting our visits to the Post Office as we are social distancing. Please be patient. We will ensure all returns are dealt with as quickly and safely as possible.

Please choose your items carefully. We accept returns within 14 days, only if it is the original condition with all tags and packaging attached, unworn and new. Please note that Standard postage fees apply to all return orders. Tracking numbers will be provided.

We aim to provide our customers with products of the highest standard and quality. If you have received an item that you believe has a manufacturing fault, please email right away and provide a photo or two showing the defect/fault, which will speed up the returns process.

In accordance with the Australian Competition and Consumer Commission if the item we have sent has a minor fault, then we have the right to repair the fault to the product and send it back to you. If we believe the fault cannot be repaired, then we will send to you a replacement product, which matches your original purchase. However, if we are unable to repair or replace your faulty item then we will reimburse you in full for your purchase.

Before you return anything, please email orders@puddlebug.com.au and we will advise you of the next step. Please include full details about the return, your contact details and order number.

 

IMPORTANT INFORMATION

Please take care when sending items back to us, as items lost in the post are your responsibility and we cannot offer exchanges or refunds on lost parcels. We always recommend using registered post with a tracking number to avoid missing parcels.


Please note; if you damage a garment (e.g. after wearing it a button falls off or the zip breaks because of wear) we cannot accept garments back for exchange/refund.

PLEASE SEND ALL RETURNS TO:

PUDDLEBUG

PO BOX 542, SOMERVILLE 3912

 

What can I do if there is an item I wish to purchase, but the size or colour is not available?

Please contact us via email on info@puddlebug.com.au

Unfortunately we cannot stock every product in every colour and size at all times. If the item is to be re-ordered, we will notify you of approximate lead times. If we are unable to fulfil your request within a reasonable time frame, we will refund the cost of the item to you. 

 

What if I change my mind?

Please chose carefully. We endeavour to provide comprehensive product descriptions to ensure there is no uncertainty when purchasing a product (please note not all product visuals are available for every item eg some items may only display the rainwear pants as overalls not elastic waistbands). If in doubt, please email info@puddlebug.com.au with your question. It is our discretion whether we refund or replace if a customer simply changes their mind about a product purchased. Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.

 

I have been sent the incorrect item or am missing an item. What should I do?

Please check your parcel and all the packaging thoroughly. If you still cannot find an item or have an incorrect item please contact us at your earliest convenience via email to info@puddlebug.com.au and we will action as soon as possible.

 

I am a designer or distributor of a range that would suit Puddlebug.  Can my products be featured on your website?

Puddlebug is proud to partner with some boutique Australian Designers, and some European Brands, some who have hit our shores for the first time with Puddlebug.

We are open to hearing from you about your products and wholesale terms. Please forward an expression of interest to info@puddlebug.com.au and we will discuss.

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