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FAQs

How Do I Place an Order?
Shopping with Mama’s Home is quick, easy and efficient.  The most efficient method is the online shopping cart and checkout.  Online orders can be placed 24 hours a day, 7 days a week using our secure shopping environment through PayPal.  

What is PayPal?
PayPal is a fast, secure way to send and receive money without disclosing your financial information.  For customers, it is a more convenient way to pay for online purchases as you don't have to re-enter financial information each time you buy, reducing the rate of error.  

PayPal benefits include:

Customers can choose from a variety of payment options, including credit cards, debit cards, their bank account, any balance in their PayPal account, or a host of other payment methods available in their country of origin.
No set up fee.
PayPal is free when paying for domestic purchases.
Fraud prevention measures to keep transaction and financial information safe and private, such as:

Safeguarding buyers' financial information by not sharing buyers’ financial information with sellers, enabling the buyers to feel more secure and confident about buying from PayPal merchants.

Anti-fraud risk models. PayPal’s highly sophisticated, proprietary fraud risk models help detect and predict fraudulent transactions.

Industry-leading use of data encryption. PayPal is renowned for their extensive use of data encryption.

Patent-pending Verification. PayPal employs proprietary bank account verification as an additional level of authentication.

Anti-fraud Team. PayPal works behind the scenes to monitor activity and use proprietary fraud risk models for industry-leading network security. The team works 24/7 to help keep customer transactions safe and to ensure that your sensitive information remains private.

All our prices are in Australian Dollars and include 10% Goods and Services Tax (GST).

What is the Returns Policy?
At Mama’s Home we offer a money back guarantee to all of our customers, as we feel 100 percent confident you will be delighted with what you purchase from us. When you receive your order, if your purchase from Mama’s Home does not meet your expectation, you have the option of returning the item to us for a full refund of the product price subject to the following conditions:

Refunds for change of mind purchases are for the product price only, not the amount paid for postage.
The cost of the return postage/delivery is at the customer's expense. 
Items must be returned in their original entire condition, unused, unopened and with no damage to the product or packaging. Product tags must still be attached (if applicable). 
This policy excludes clearance and sale items.

You have 7 days for a refund and 14 days for an exchange.

What if my product has arrived and it is Faulty or Damaged?
If for any reason your purchase arrives to you in less than perfect condition, we are happy to offer a refund or replacement and we will cover the cost of the return postage/delivery (please contact us for a reply paid address). The items ordered must be returned in original condition within 14 days of receipt.  Please contact us via email to report any damaged or faulty products:
Email: sales@mamashome.com.au   

Please allow 1 – 2 weeks for your return and refund request to be processed. 

Refunds will only be issued to the PayPal account or credit card that was charged for the original purchase. Alternately, if you choose, a store gift voucher for equal value can be provided for a future purchase.

At Mama’s Home each item is carefully checked to ensure the quality and integrity of the items.  Our delivery price (see Delivery section below) includes insurance for damage and loss during the delivery process.  No extra charge is given for this service.  The insurance, however, does not cover the items for any loss or damage that occurs after you are in possession of the items.

Can I exchange a gift I have received?
We will exchange or provide a Mama’s Home gift voucher for items that have been received as a gift and deemed unsuitable for the recipient. Refunds cannot be provided, unless the refund is being issued to the original purchasing credit card. Exchanged items must be in their original re-saleable condition, unused and with no damage to the product or packaging.  All exchanges must be instigated within 14 days of gift receipt. 

All postage costs in relation to the exchange will be the responsibility of the person(s) instigating the exchange; 
Exchanged goods must be unused and in their original, re-saleable condition; 
Please allow 5 business days (following receipt) for your exchange to be processed.

The above gift exchange policy excludes clearance items. Mama’s Home does not provide a refund, credit or exchange for gifts that were purchased while on sale.

Can I Cancel my Order?
At Mama’s Home, our policy is that you may cancel any item from your order or your entire order, provided it has not already been dispatched. Please note that Mama’s Home endeavours to process and dispatch all orders within 12 - 48 hours of order placement. 

If your order has already been dispatched, you can return the goods to us once you have received them. Return postage/delivery costs will be the responsibility of the purchaser. Original postage/delivery costs on your order will not be refunded.  Refunds can only be issued to the original purchasing credit card.

How do I know if a product is available?
All products listed on the Mama’s Home website are held in stock, unless otherwise indicated as SOLD OUT. On rare occasions an error in our inventory may result in an out of stock item being listed as in-stock. If this occurs, Mama’s Home will email you with 48 hours to advise of the discrepancy. 

The following options are provided:
1) Substitute the out of stock product with a similar, in stock product. 
2) Place the out of stock product on back order. 
3) Cancel the out of stock item from your order. A refund will be immediately issued to the original purchasing credit card.

Can I Lay-by?
Lay-by is not currently available through our web store.  You are to lay-by in store or over the phone.  Please call 07 3357 3333 for assistance. 

How much will Postage and Delivery cost me?

Domestic (within Australia) is a standard cost of $10.  Orders over $100 are shipped FREE of charge.

Postage charges are based on standard Australia Post and private courier rates. When checking out, our website will work out the postage and estimated delivery time and display this to you.

The majority of our parcels take 2 to 5 business days to be delivered to you, dependent upon your location. Business days exclude Saturdays, Sundays and Public Holidays. 
Please Note: November and December are very busy months with all the Christmas purchases and whilst we try to deliver all of our orders within the 2 to 5 working days, there will be some orders that may take a little longer to be delivered. Clear notification will be provided in these circumstances.

Can I have my purchase Gift Wrapped? 
At Mama’s Home gift giving is highly valued and your gift’s presentation is of great importance to us.  At check out, we offer FREE gift wrapping with high quality paper and ribbon (except where otherwise stated for very large items).  

Send a gift with Mama’s Home and you can relax knowing that a beautiful gift will be efficiently delivered to the recipient, beautifully presented, and together with your personalised gift tag.  All gifts are free of pricing and invoicing information.

Are my personal details kept confidential?
Mama’s Home is committed to your privacy, therefore, we do not disclose any personal information about any of our customers to other businesses unless it is necessary to process and dispatch orders. We do not rent, sell, lease, loan or otherwise divulge customer details to any unrelated third parties. 

Personal details such as your name, address, email address and gift recipient information is only collected for the purpose of processing and dispatching your order.  If you have chosen to join our mailing list, your details are kept to inform you about education and development articles, any new product releases and special offers.

Information about IP addresses, web browsers and computer operating systems are automatically transmitted to web servers as an integral part of the operation of the Internet. This information is used for demographic purposes to better serve website users. Data is analysed for trends and statistics and then discarded. Our website logs are not personally identifiable and we make no attempt to link them with individuals who browse the site. For security purposes and to improve our service, we use software and third party services to monitor traffic, detect unauthorised and malicious access to our site and determine the effectiveness of our site structure.

Does Mama’s Home meet the Australian safety standard?
As a parent, consumer, retailer and Educational and Developmental Psychologist the owner of Mama’s Home identifies children’s safety must be made number one priority.  With this in mind, Mama’s Home only sells products provided by suppliers who are subscribers to the Australian Toy Association (ATA) Code of Practice.  “The members of the association are committed to the promotion of a safe play environment for children. To achieve this, members will do all things necessary to adhere to all relevant safety standards, to observe the ethical advertising of children's products and maintain free and fair trade in children's products throughout the country” (ATA, 2009).

If you have any safety concerns regarding a toy or gift bought from Mama’s Home please email us immediately.

How do I register for the Wish List?
At Mama’s Home, we are so confident you will love our toys and gifts as much as we do, that you will want to keep a Wish List on record in your personal profile.  Keeping a Wish List is very simple.  All you have to do is register your name and details and click Wish List next to any items.  

A Wish List allows you to come back to your profile and finds your favourite items without having to search all over again.  A Wish List can also be emailed to family and friends for suggestions for your child’s birthday and Christmas.   

Can I buy Gift Vouchers?
Gift Vouchers are available through Mama’s Home.  Simply click on the Gift Voucher menu item and follow the steps.  Gift Vouchers will be sent directly to you via email for you to print.