FAQs
Do you deliver Australia wide?
Our LARGE items are LONG and because of this we cannot deliver to post office boxes, private bags or parcel lockers.
Our items are delivered to your home or workplace and require a signature for your safety.
If you require any more information on shipping please contact us at ship.assist@softlysummer.com.au
DELIVERY TIMES- these can vary with public holidays/ promotions/ natural disasters such as fires, floods & pandemics.
- Softly Summer is an online business based in Burleigh Heads on the Gold Coast QLD Australia. Our warehouse has recently relocated to Brisbane and this is where your items are now shipped from.
- Delivery times for most Australian locations are between 2 to 7 business days from pickup.
- There are some parts of Australia including but not limited to- Western Australia, the Northern Territory & Tasmania where our courier companies have to use a local on forwarding company which prolongs delivery times and will require longer delivery times, generally 8 to 14 business days.
- New Zealand shipping can also vary and generally takes between 8 and 14 business days from pick up.
ORDER TRACKING-
- You will receive an email or text message from the Courier Company confirming your order has been picked up. This email will supply you with your tracking number and tracking information, this provides a link to the courier company so that you can contact them if required.
Do you deliver internationally?
We ship to New Zealand, United States and Canada ~ simply enter your address at checkout and it will calculate the shipping for you.
Other countries ~ We are very sorry but we are unable to ship to other countries.
PLEASE NOTE- Please choose carefully. We do not allow returns for change of mind on overseas deliveries. We open all overseas items and give them a thorough examination and take photos before they leave our warehouse to ensure that there are no unforseen faults.
What is the warranty on your mats?
Softly Summer products come with a 6 month warranty. Warranty does not cover damage caused by incorrect use or general wear and tear.
Before first use-Check your play mat or soft furnishing and report any faults immediately. Any holes, stains or marks reported after 14 days are not the fault of Softly Summer Pty LTD.
Please submit any warranty claims here.
Do you have a refund policy?
Please note our following conditions to all returns.
Please use the below form to make arrangements.
Return conditions below apply to all returns.
- The purchaser must check over the product and contact us if there are any defects within the first 48 hours for a no questions asked return.
- All products are checked prior to posting. Should a product slip through our quality control & be faulty Softly Summer will replace the goods.
- You must complete your return within 14 days of the date of delivery.
- The product must be unused and in original condition & packaging.
- A refund will be provided of the original purchase price, less the return shipping cost.
- The purchaser is responsible for return delivery costs unless the product is faulty and the fault has been reported within the first 48 hours of receiving.
- Softly Summer will pay postage if the product is deemed to be faulty, however the original postage will not be refunded.
- After the mat or gather sack has been returned and inspected we will contact you to arrange a refund.
- Refunds do not apply to sale items.
- NO RETURNS OR REFUNDS ON SECONDS ITEMS.
NOTE- All returns are subject to the above terms and conditions being met including our cleaning and care instructions.
Can I return a product after purchase/delivery?
Yes.
Please note our following conditions to all returns.
Please use the below form to make arrangements.
Return conditions below apply to all returns.
- The purchaser must check over the product and contact us if there are any defects within the first 48 hours for a no questions asked return.
- All products are checked prior to posting. Should a product slip through our quality control & be faulty Softly Summer will replace the goods.
- You must complete your return within 14 days of the date of delivery.
- The product must be unused and in original condition & packaging.
- A refund will be provided of the original purchase price, less the return shipping cost.
- The purchaser is responsible for return delivery costs unless the product is faulty and the fault has been reported within the first 48 hours of receiving.
- Softly Summer will pay postage if the product is deemed to be faulty within the first 48 hours of receiving, however the original postage will not be refunded.
- After the product has been returned and inspected we will contact you to arrange a refund.
- Refunds do not apply to sale items.
- NO RETURNS OR REFUNDS ON SECONDS ITEMS.
- NOTE- All returns must be clean, properly wrapped and are subject to the above terms and conditions being met including our cleaning and care instructions.
Do products comply to International safety standards?
Our padded play mats are made from non-toxic, biodegradable TPU Polyurethane. They have been extensively tested to ensure they surpass International Toy Safety Standards and are extremely safe for you and your family.
Once composted TPU Polyurethane will biodegrade after 3 to 5 years.
Our Vegan leather has been extensively tested and has SGS certification and the Dunlop latex rubber inner play mat padding is OEKO-TEX certified.
Softly Summer Gather Sacks are made from 100% cotton canvas with a Dacron rope drawstring ~ they have been independently tested and pass European EN71 Toy Standards, ensuring high quality and safety.
Parental supervision is required with children under 3 years.
- LONG CORD HAZARD! Prevent possible strangulation or entanglement.
- Small parts- CHOKING HAZARD 2 toggles on the drawstring – these can be removed for safety if your children are under 3 years old
Purchasing Pre-ordered stock
When purchasing an item that is on pre-order you are ordering stock that is not currently in our warehouse and is yet to be shipped or is in transit. The date of availability can change with shipping delays so we can only give an estimated date of arrival. As soon as the stock is in our hands we endeavour to get it delivered to you as quickly as humanly possible. We will keep you in the loop with emails and updates on our social media~ @softlysummer
IMPORTANT SHIPPING NOTE FOR PRE-ORDERED ITEMS- When purchasing an item on pre-order you can purchase items that are currently ‘in stock’ in the same order but they will all be delivered together at the time of the pre-ordered items arrival. If you require your ‘in stock’ items to be delivered sooner you will be required to make two orders. This is because of the seperate shipping costs.
How do I care for my Softly Summer products?
Please see our full care guide located here: https://softlysummer.com/pages/care-guide