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Step2 Direct Australia offers all customers a risk free 30 day Money Back Guarantee (subject to conditions below).

We want you to be 100% happy with your purchase so:

• In the unlikely event that your item is faulty or damaged on delivery, Step2 Direct Australia will repair, replace or provide a full refund. You must make contact with Step2 Direct Australia within 7 days of receipt of product.
• If you change your mind about the purchased product, you are welcome to return the product for a refund (excl. postage fee), exchange for another product or receive a Credit Note (valid for 12 months).

The following conditions do apply:

• You must make contact with us within 30 days of receipt.
• For Play Houses and Beds, we will accept change of mind returns within 15 days of receipt.
• All returned products must be unused, unassembled and in their original condition (including all original product packaging).  
• Proof of purchase will be required
• For damaged / faulty items photos may be requested via email, within 7 days of receipt of goods
• For Change Of Mind refunds only a $15 handling fee applies. Handling fee is not applicable for damaged/faulty items returned or change of mind exchange
• Special Order items cannot be returned or refunded, unless faulty

PLEASE NOTE: Step2 Direct Australia at their discretion have the right to reject returns outside the 30 day return period (15 day period for Play Houses and Beds), or items which are returned that have been used and not in their original condition (including all original product packaging)

Warranty returns
If you wish to return a product by making a claim under the Step2 Warranty, you must also contact us in the manner described above for an authorisation code and advise us that you wish to claim under the Step2 Warranty. 

Returned Product packing materials
It is essential that all returned products are in their original packaging and are not used and not damaged (except of course to the extent there is a pre-existing defect that is covered by the Step2 warranty).

Can an order be cancelled?
Orders can be cancelled prior to being despatched from our warehouse. A full refund will be provided if the order has been paid and not despatched. If the order has already been despatched, you can return it once received in accordance with the return policy detailed above.
 

We dispatch all orders within 24 hours from our MELBOURNE warehouse. 

• We will dispatch your order within 24 hours of receiving your order and cleared payment
• There may be a delay for customers paying via Bank Deposit as electronic payments can take between 24-48hrs to clear
• Please note that we are unable make any changes to your order once processing has commenced
• All orders require a signature upon delivery
• Delivery can only occur Monday-Friday during business hours.
• Unfortunately we have no control over delivery time once your order has left our warehouse, however as a guideline please see the table below.

Australia Wide Schedule

Normal Delivery Guidelines Below:

• Delivery within metro Melbourne: 2 - 4 business days       
• Delivery from Melbourne to other cities and large towns in VIC: 3 - 5 business days
• Delivery within metro Sydney and metro Brisbane: 3 - 5 business days
• Delivery from Melbourne to other interstate locations: 4 - 10 business days

If you would like your order in a hurry please add a note to the customer comments section within your order and we will do our best to dispatch as a priority.  Please note above Delivery Guidelines are guidelines only, not a guarantee of delivery timeframe.

All products are dispatched via one of Australia Post, TNT or Toll. You can expect to receive an email with delivery tracking number after your order has been dispatched. In the event that you are not home at time of delivery, our couriers will leave a calling card in your mailbox with instructions for organising a redelivery or pick up. Please be sure to quote your tracking number and bring along photo ID for collection.  Signature is required for delivery.

Secure Online Payments

Step2 Direct Australia use the eWAY payment gateway service. This provides secure online payments using credit cards via the internet. We accept VISA and MASTERCARD. All transactions and payments are handled using a SSL (Secure Sockets Layer) service, ensuring your details are safe.

Paypal

Pay for your goods using PayPal, one of safest methods for making payments online. If you don't have an account setting one up is easy. Please go towww.paypal.com to do so. 

Electronic Funds Transfer

Pay for your goods using your own online banking arrangements. Our bank details will be made available to you via an email once you have made a purchase. If you do not currently have the ability to pay via online banking you may also make payment in person at any Westpac Branch.

Layby Options

Sorry, Layby is not available

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Rest assured you are buying from an international award-winning and reputable retailer. Step2direct.com.au uses advanced encryption and state-of-the-art SSL (Secure Sockets Layer), so you can be assured that your personal and credit card details will be protected from any unauthorized usage. We also use the services of a third-party processing service – eWay/ paypal - to securely process your credit card payments.