Big Bestie - Banjo the Bear

Order Dispatch Time

Our Melbourne (Victoria) warehouse team dispatches non-personalised orders the next business day after your order is placed (excluding weekends and public holidays).

Please allow 3 business days for dispatch of orders containing personalised products.

*Dispatch time for Riff Raff Rarities may be longer than the above, and dispatch estimates will be advised with each product launch.

Shipping Rates
 

Delivery Times

The delivery times provided above are our best estimates only and may be longer depending on the delivery location.

For current delivery timeframes, please use the Australia Post delivery time estimator, which can be found at this link. Our "From" postcode is 3056.

While we process your order as quickly as possible, once it is in the hands of our delivery partners, we cannot be held responsible for delivery delays. However, we will always do our best to assist you in receiving your delivery as quickly as possible.


In-store Shopping

If you would like to see and feel our toys and products in real life, you can do so at our Brunswick shop between Monday to Friday from 8 am to 4 pm (excluding public holidays).

All of our products are available to shop in-store. Please note that it may take up to 30 minutes to complete personalization for walk-in orders. There are several cafes nearby where you can grab a coffee while you wait.

We accept card payments only.

Our storefront address is: 1 Tinning St, Brunswick Victoria 3056.

When arriving, please take note of the parking restrictions on the street. Feel free to pull into our car park and park there.


Click & Collect

We offer a click-and-collect option at our Brunswick shop between the hours of Monday to Friday, 8 am to 4 pm (excluding public holidays).

Click-and-collect orders are ready for collection the next business day after your order has been placed. However, we do our best to make this the same day where possible.

When your order is ready for collection, we will send you an email confirming that your order is ready. Please ensure you have received this before you arrive.

Our click-and-collect address is: 1 Tinning St, Brunswick Victoria 3056.

When arriving, please take note of the parking restrictions on the street. Feel free to pull into our car park and park there. Come into our storefront to collect your order or give us a call at 0492914387, and we will bring your order out to you.


Same Day/Next Day Delivery

This service is available within a 20km radius of Brunswick (Victoria 3056) only and will appear at checkout if your delivery address falls within this range, as calculated by the delivery provider.

*Orders must be placed before 11am (AEDT) for delivery by 5pm the same day (Monday - Friday).

*For personalised items, orders must be placed by 4pm (AEDT) for delivery by 5pm the next business day (Monday - Friday).

*If the delivery partner reaches capacity on any given day, Riff Raff reserves the right to schedule delivery for the following business day.

Same Day/Next Day delivery is not available on weekends or public holidays, and this delivery option is NOT available for PO Boxes.

All Same Day/Next Day Delivery services have Authority to Leave. Please contact us immediately if you require Signature on Delivery.


International Delivery

We currently ship to the following countries/regions:
New Zealand
USA
Canada
Singapore
United Kingdom (UK)
European Union (EU)
Hong Kong
India
Indonesia
Japan
Malaysia
Taiwan
Thailand

Orders shipped outside of Australia may be subject to import taxes, customs duties, and fees levied by the destination country. The recipient of an international shipment (whether they are the person who ordered the item or are receiving a gift) may be subject to paying import taxes, customs duties, and fees, which are levied once a shipment reaches the recipient's country. These fees are not included in your purchase price.

We do allow VAT payments on UK and EU destined orders to be paid at checkout. Your receipt will clearly display whether this has been paid.


Shipping and Delivery Issues

Once your package has left our warehouse and is in the delivery network, we cannot be held accountable for the delivery network’s handling of the parcel, nor can we redirect it.

Please ensure that your delivery address is correct at the time of ordering. The delivery network will deliver to the address that you enter. Riff Raff is not responsible for any lost parcels or those delivered to incorrect addresses. If you realise the address is incorrect, please contact our customer service team immediately.

If we are unable to deliver your parcel due to an incorrect delivery address, or if the parcel is returned to us as undelivered or uncollected, an extra postage fee will apply to send it again. If this occurs, we will contact you with what options are available.

If your parcel has exceeded the expected delivery timeframe, please contact the delivery provider via your tracking link (in your delivery notification email), and they can advise you further.

Unfortunately, instances of package theft are increasing. Riff Raff is not responsible for packages stolen from your property after delivery has taken place. If you are the victim of package theft, please contact the police as quickly as possible to report the theft.

Terms & Conditions for Rare Bear Preorders

Shipping method - All preorders will be shipped exclusively via Standard Shipping and will ship from our Australian store.

Consolidated shipping - If your order includes other Riff Raff items, they will be shipped together with the Rare Bears collection. No separate shipments will be made.

Discounts and promotions - Discounts or promotional codes cannot be combined with any other offers unless specifically stated.

Order finality - All preorders are final and excluded from Riff Raff’s change of mind policy. No refunds will be given for change of mind.

Changes to order - Changes to addresses and personalisation are only allowed until late November 2024.

Dispatch timeline - Dispatch of the Rare Bears collection will commence in the first week of December 2024.

Product unavailability - In the event that the product becomes unavailable due to unforeseen circumstances or if minimum viable quantities are not reached, customers will be notified and offered a full refund or an alternative product.

Returns

Riff Raff Baby offers change of mind returns on UNUSED products within our ongoing (regular) product range, including Sleep Toys, Wash Day Spares, Soundbox, Hooded Towels, and Take Along Toy ranges.

Change of mind returns are NOT OFFERED on Limited Edition and Personalised products.

Your change of mind request must be received by our customer experience team within 7 days of purchase.

Customers wishing to return or exchange purchases will be required to pay all shipping costs for both the return of the unused item and any re-shipping fees (outlined further below).

The following conditions apply to our change of mind return for refund policy:

1. Your change of mind request must be received by our customer service team within 7 days of your order being placed.
2. All items you want to return under our change-of-mind return policy must be unused and in perfect, as-new quality.
3. Original product packaging MUST be intact and included in the return.
4. The change of mind refund will only be refunded to the payment method used in the original purchase
5. If you did not purchase the item (i.e., you received it as a gift), you are entitled to a FREE exchange only, not a change of mind return for a refund.
6. The change of mind refund will only be processed once the item has been received by our warehouse staff and the items confirmed to be unused and in as-new quality.
7. Not Quite Right (NQR) Sale Items are not eligible for change of mind returns.
8. Limited Edition and Personalised products are not eligible for change of mind returns.

Exchanges

Riff Raff Baby offers exchanges for UNUSED products within our ongoing product range.

Exchanges are NOT OFFERED on Limited Edition and Personalised products.

The exchange request must be made within 14 days of confirmed delivery of the item(s).

Our exchange policy is applicable to customers located in Australia only.

The following conditions apply to our exchange policy:

1. Exchanging any gifted items will require proof of purchase from the original purchaser, including the order number, name, and email address of the person who placed the original order.
2. Partial refunds will only be issued on exchanging for a lesser value item if you purchased the items yourself.
3. The exchange will only be processed when the items being returned have been received by our warehouse staff and confirmed as in as-new quality.
4. Products cannot be exchange for gift cards.
5. Not Quite Right (NQR) Sale Items are not eligible for exchange.
6. Limited Edition and Personalised products are not eligible for exchange.

Shipping fees

Customers wishing to return or exchange purchases will be required to pay all shipping costs for both the return of the unused/unwanted item and any re-shipping fees to get an exchanged product to them (if applicable).

The cost of return shipping back to the Riff Raff warehouse is $10.

The cost of shipping a new item to you after your exchange has been assessed and deemed eligible is $10 (standard post) or $15 (express post).