Frequently Asked Questions

✨ Quick Answers to Common Questions

 

Do I need to stay with my child at play sessions?

Yes. Our play sessions are designed as guided play, not childcare. Parents/guardians must remain and supervise their child at all times.

What if my child makes a mess?

That’s all part of the fun! Some activities include paint, water, or sensory bases, so please dress children in clothes that can get messy.

Can I get a refund if I change my mind?

Because our letters and keepsakes are personalised and made to order, we can’t offer refunds for change of mind or incorrect details entered at checkout. Please double-check names before submitting your order.

What if my order arrives damaged or faulty?

If something isn’t right, please contact us within 7 days of delivery. We’ll arrange a replacement, refund, or store credit as required under Australian Consumer Law.

Are sensory play products safe?

Yes! Our playdough, fizzes, and bases are non-toxic and handmade with care. They’re designed for supervised play only and are not suitable for children under 3 years (choking hazard). They are not food items, so please don’t eat them.

What if Australia Post delays my parcel?

Once we’ve handed your order to Australia Post, delivery is out of our hands. We’ll always help you lodge a claim if needed, but delays caused by the postal service are beyond our control.

Can you take photos at play sessions?

Sometimes we take photos for marketing. If you’d prefer your child not to be included, just let us know when you arrive — no problem at all.

Can I cancel or move my play session booking?

Bookings are non-refundable, but with 48 hours’ notice we can transfer your booking to another date (subject to availability).