Maternity Clothing, Children's Clothing, Children's Fashions, Baby Clothing, Boys Clothes, Girls Clothing

If for any reason you require any assistance whilst shopping on the Planet Zoo website please feel free to contact us. Hopefully we have however answered any questions that you may have below.

FAQ

• Shopping Online:

I have never purchased Children’s, Baby or Maternity Clothing Online before - Is it Safe?

The Planet Zoo Online Store uses the VERISIGN security encryption method to ensure that your purchases are secure. For more information on this technology, please visit www.verisign.com . If you are having problems or wish to place your order over the telephone please Contact us.

How Safe are my Credit Card details?

When you click the 'Place Order' button, we send the transaction directly to our nominated bank. We do not share those details with any third parties. Unlike giving credit card details over the phone, our online system automatically encrypts all your details using the latest SSL V3 encryption standard.

• Ordering:

How do I add to my Shopping Basket?

To place an order online you need to have browsed our product departments of children’s boys & girls, baby & maternity clothing and added items the items you wish to purchase to your shopping basket. You do this within a product page, by selecting a size & colour from the size & colour selection areas, and entering a quantity. Then add the item to your list by clicking 'add to basket'. When the product is added to your basket 'item added' will appear.

When placing an order of children’s, baby’s or maternity clothing you agree that any and all information given is accurate and complete.

Can I pre–order a garment if it is not available?

Yes pre–ordering is a feature that we offer on our children’s, baby & maternity clothing. It will be available when the item of girls, boys, baby or maternity clothing is new & yet to arrive in the warehouse or if something has been extremely popular & has sold out. Pre–ordering does require payment at the time the order is placed. If this product for some reason does not become available your payment will be refunded in full.

How do I know if my order has been processed?

A confirmation email will be sent to the email address given in your order form and will detail the girls & boys, baby or maternity clothing products ordered, payment method, cost (including GST and P&H) and the usual delivery times. You must check all the details on this confirmation email are correct and contact us as soon as possible if any details are incorrect.

If your order of kids clothing has not been accepted, you will receive an email from us telling you the reasons why.

• Gifts

How do I send an order as a Gift to someone?

You can send a gift of our children’s, baby & maternity clothing to someone using the same method you would place an order for yourself. When you enter the 'checkout', replace your default address details with the receiver's information and the goods will be delivered there without affecting your default details for future orders. You may indicate that the order is a gift by clicking the box provided. We will send the invoice with the goods to the lucky person without the prices shown. We do require a contact name, phone number and address of the gift recipient, in case there are problems during delivery. Only under extreme circumstances would we contact the recipient, as we know in most cases the parcel is a surprise.

Is Gift Wrapping Available?

We do offer a gift wrapping service for a fee of $5.00 per gift that is being sent. You can add a message to go with your gift and it will be sent with the parcel. Please fill in the details of this message in the delivery information section.

• Payment:

What Credit Cards Can I Use To Shop Online?

The following cards can be used Planet Zoo’s online store:

• Visa
• MasterCard
• Diners Card
• American Express

Please note a 1.5% surcharge applies to payments made with American Express or Diners

How else can I pay for my purchases?

As an alternative, you can now pay for your purchases with PayPal. To use this option you must have an existing account with PayPal. Click here for more information on PayPal. When you enter the checkout, you will be asked to select a method of payment. If you wish, you can alter a payment method at any time by editing the options.

• Pricing

What is Planet Zoo’s pricing Policy?

We try to keep our prices consistent on our children’s clothing throughout our online & retail store operations. Occasionally, our pricing may be slightly different due to special promotions or mark downs that are only available through our stores. Special product mark downs or promotions that appear within our online store are only available when ordering online unless otherwise stated.

Does GST apply?

All prices in the online store include GST. GST is payable on all goods delivered after 30th June 2000.

How is pricing calculated for Overseas Customers?

All prices are in Australian dollars. For further information regarding overseas orders, please refer to Postage & Delivery.

Do you convert my total into other Currencies?

No unfortunately we do not have this facility. We will bill your credit card in Australian dollars and your card company will convert the charges for you. You can use the currency converter link on our homepage & at the bottom of the shopping basket to get an estimate on what an order will cost you in your preferred currency.

• Postage & Delivery

Within Australia

For Online Orders a flat rate of $9 applies to orders below $150. Please refer to the rate chart below for all other postage costs within Australia.

We deliver by both Australia Post Express Post satchels & a courier service so a signature is required. Therefore, we recommend a work address (please include full business name, receivers name and other relevant details). If no one is available to sign for the parcel it will be re-directed to the nearest post office or for regional deliveries or to the nearest post office or courier depot. An ‘attempted delivery card’ will be left specifying these details. Collection or re-delivery from the courier depot can be arranged; however parcels must be collected from the post office. We also deliver to Australian Post Office Boxes. Please allow 3 to 7 business days for delivery within Australia.

Within New Zealand

We deliver by courier post so a signature is required. Therefore, we recommend a work address if this is convenient (please include full business name, receivers name and other relevant details). If no one is available to sign for the parcel an ‘attempted delivery card’ will be left at the delivery address. This card outlines what the receiver needs to do to arrange re-delivery or where to collect the item. Only one re-delivery attempt will be made if we have sent your parcel by courier. Any items not collected within seven days may be returned to the sender. For orders to New Zealand we allow 7-15 business days. All prices are in Australian dollars. The prices within the online store DO NOT include relevant New Zealand duties and other custom charges.

Other Countries

Our parcels are dispatched via a combination of Air Mail and normal surface mail. Final delivery is completed by a courier so a signature is required. Therefore, we recommend a work address (please include full business name, receivers name and other relevant details). If no one is available to sign for the parcel it will be re-directed to the nearest post office. For international deliveries, we DO NOT deliver to Post Office Boxes. For orders outside of Australia we allow up to 20 working days. On occasion, some shipments may take longer than 20 business days. This will depend on the postal services in your area.

All prices are in Australian dollars. The prices within the online store DO NOT include relevant overseas duties and other customs charges you may incur.

NOTE: Please contact us if your country is not listed above & we will advise if Shipping is available & the costs involved.

PLEASE NOTE: To comply with Australian export regulations we are required to declare the exact value of all items ordered and to mark them as dutiable ‘merchandise’.
We are also prohibited by law from marking the order as a ‘gift’, even if the order is placed with the intention of sending to a gift recipient.

• Promotions & Special Discounts

I received a discount voucher in with one of my purchases or through an email newsletter, how do I use it?

On the discount voucher or email newsletter there will be a PROMOTIONAL CODE listed, you will need to enter this code at the Checkout stage of your order. The relevant discount will automatically be applied to your order of children’s, baby or maternity clothing. The promotional code sent to you will be time specific, thus it must be used prior to its expiry date otherwise no discount will be applied.

• Cancellations

What do I do if I want to cancel an order?

If you haven’t submitted an order, you may clear the items in your shopping basket at any time by clicking the ‘Remove’ button next to the product you do not wish to purchase in you shopping basket.

If you have submitted your order and received a confirmation email from planetzoo.com.au, you can still cancel your order within 12 hours of the order being placed unless it has been shipped. Please email your cancellation marked ‘URGENT CANCELLATION’ to the Customer Service team. Please ensure you list your name, address, product ordered and order code on the email.

• Returns & Exchanges

What do I do if I need to return/exchange the Children’s, Baby or Maternity Clothing I have purchased?

If there is any issue with the items you have purchased be it an incorrect size, faulty or the item is not as you had imagined it, please contact us immediately to organize a Return Authorization # (RA#). Planet Zoo has a 4 week return policy so please contact us ASAP.

Where do I send the item/s I want to return / exchange?

Please send to:

Planet Zoo
P.O Box 11
Yarraville
Victoria Australia 3013
Customer Service #: +61 3 9687 7334

• Refunds

How do I organize a refund on Children’s, Baby or Maternity Clothing that I have purchased?

For a refund, please contact us for a Return Authorization #, please include the invoice you received with your parcel of children’s fashions and indicate the reason for return. Any sum debited to us from your credit or debit card will be credited to that credit or debit account within 30 days of your order, provided the goods you return are in the same condition that they were when delivered to you. Goods must be returned within 4 weeks unworn and unwashed with all labels/tags attached. We will credit your original method of payment, excluding delivery (unless goods are faulty or not as ordered).

Please do not re-use the courier bag. Ensure that your name, address, phone number and instructions are included. We unfortunately cannot accept any pre paid satchels, envelopes or stamps for redelivery purpose

• Exchanges

How do I exchange an item of Children’s, Baby or Maternity Clothing?

Exchanges are acceptable; however return postage fees are the responsibility of the customer & re-delivery costs will be charged for the new item. Please contact us for a Return Authorization #. If you need the item of boys or girls clothing urgently we recommend that you purchase the garment in the correct size & we will credit your original payment method, excluding delivery when we receive the returned garments.

For any exchange, please include the invoice you received with your parcel detailing your order of children’s fashions and indicate the reason for return.

Please do not re-use the courier bag. Ensure that your name, address, phone number and instructions are included. We unfortunately cannot accept any pre paid satchels, envelopes or stamps for redelivery purpose

• Testimonials

How do I leave a Testimonial?

We love to hear from our happy customers & welcome you to email us a testimonial about our girls & boys clothing that we can include on our website. We pride ourselves on the uniqueness & quality of our children’s clothing & are confident you will love your Zoo item. Please go to the contact us page to complete this process.

• Website

What Technical Specifications are required for the Planet Zoo website?

What do I need to use this Website?

To use this site and shop Online you must have one of the following Internet Browsers with the given version or better:

Internet Explorer 6.0 – Download the latest IE Browser

Firefox 2.0 – Download the latest Firefox Browser

Safari 3.0 – Download the latest Safari Browser

Cookies must be enabled to use our Online Shopping process – How do I enable Cookies?

SSL V3 must be enabled (click here for more information)

To get the most from the Planet Zoo website, we recommend

A Screen resolution of 1024 x 768 pixels or larger.

You have JavaScript Enabled – How do I Enable JavaScript

Flash Player 8.0 or better – Download the latest Flash Player

Adobe PDF reader 6.0 or better – Download the latest PDF viewer

Pop-up windows should no be blocked

Encountering an Error at Checkout?

Some users may encounter a problem with our shopping cart because they do not have SSL V3. If you get an error message such as: “Secure Connection Failed”, “Certificate cannot be verified” or “There is a problem with this sites security certificate”, then you may need to change your SSL settings.

You can find more information about SSL and browser security here: www.verisign.com.au.