Shop 2/11 Station St, Cottesloe 6011 WA
 Phone: (08) 9284 5966
shop@fiddlestickstoys.com.au

Customer Service

"Great Customer service is not a slogan, it's a commitment!"  At Fiddlesticks Toys we take our customer service seriously and keeping our customers happy is very important to us.

Please read on to understand our customer service policies and initiatives…

  1. How to Order
  2. Payment Methods We Accept
  3. Shipping Policy
  4. Returns Policy
  5. Gift Vouchers
  6. Security Measures
  7. Privacy Information
  8. How We Can Be Contacted

How to Order

You can choose to place an order through our easy to use, secure website.
As our toy shop is a real bricks and mortar store, we also carry a wide range of toys in addition to the products shown on our website.
If what you are looking for does not show on our website, please contact us by email at shop@fiddlestickstoys.com.au or phone us at the shop with your enquiry on 08 9284 5966.
You may also choose to fax us your order on 08 9284 5977 and we will get in touch with you to confirm your order and payment options.

Payment Methods We Accept

Credit Card

We accept Visa, Master Card and American Express via our SECURE order page.

Direct Deposit
Our direct deposit details will appear on your order confirmation of your purchase. We will await confirmation that your payment has been received before shipping your order.

Cheque or Money Order
We also offer the ability to pay by cheque or money order. Your order will not be shipped until your payment has cleared.

Shipping Policy

Delivery Timing
Fiddlesticks Toys shipments are mostly delivered by Australia Post.
Our delivery is generally 1 to 7 business days depending on your location. We process orders Monday to Friday and endeavour to ship the same day or the following day from when we receive your order and payment has been confirmed. (Please keep in mind that public holidays are not counted as business days and may delay delivery).
After completing your purchase through checkout you will be sent a confirmation email from Fiddlesticks Toys confirming your order.

Delivery Charges
Perth Metro area delivery - flat rate of $9.95 per order. Sales over $150 are freight free.
If your order includes large or oversized items an additional freight charge may apply to your destination. Please note that Fiddlesticks Toys reserves the right to contact you should your delivery charge exceed our cost to ship.
All other Australian destinations are calculated based on the postcode of your delivery destination.

Delivery Destinations
We deliver anywhere in Australia including Businesses, PO Boxes and home addresses.
If shipping is to a business, you must include the business name - failure to do so may result in delays in delivery.
For orders addressed to residential locations, your package will be left for you at the address you have nominated for delivery. Fiddlesticks Toys will not be held responsible for items that have been shown as left at the address.

International Orders
At this point in time, we do not deliver to destinations outside of Australia.

Returns Policy
Fiddlesticks Toys prides itself on the quality of our products. We carefully check all products and packaging upon receiving the goods before selling them on to our customers. In the unlikely event that you received an item that is faulty, damaged or defective you must report it to us within 3 working days from date received and return to us with 14 working days and we will organise a replacement once we have received the item.

Please contact us if you have received a faulty item:-
Please state your name, receipt or invoice number, product name, reason for return and request for either a replacement, exchange or credit.
Email: shop@fiddlestickstoys.com.au Phone: 08 9284 5966 Fax: 08 9284 5977

For returns In Australia via Australia Post, please keep the original packaging until you are satisfied with your purchase. If upon receipt of your item, the package is damaged, please take the packaging and the goods to your local Post Office. They will advise the necessary procedure to follow.

Gift Vouchers
If you have having trouble selecting a gift, why not purchase a Fiddlesticks Toys gift voucher and let your loved one choose from our wide selection of products.

How does my loved one receive their gift voucher?
After selecting your gift voucher and completing Checkout you will be sent your gift voucher by email. You then have the choice of printing your gift voucher out (to take to the recipient), posting the gift voucher or emailing it forward to the recipient.
Each gift voucher has a unique code attached to it enabling the recipient to redeem the voucher. They simply log on to our website, select their chosen items and enter the voucher code into the Discount Codes box on the Cart page. If the voucher is greater than the sales order or if there is any unused credit left on the voucher, the voucher will remain and can be used in-store or online until all the credit has been used.

Vouchers have an expiry date of six (6) months from the date of issue.

Security Measures
Fiddlesticks Toys uses a secure shopping environment on a secure server with all necessary e-commerce security precautions.
Your credit card payment is processed via a Camtech Payment Gateway, which is recognised as a secure payment facility. The Camtech Payment Gateway supports all major Australian banks and is a Level 1 PCI DSS Compliant payment gateway provider. To view more information about Camtech, please visit www.camtech.com.au.

For Fiddlesticks Toys customers
Credit card details are encrypted before they are sent directly to our banking institution. Consequently, Fiddlesticks Toys will never be able to see or record your credit card details.
Customers can feel confident knowing all transactions are being dealt with in the most secure environment available.

Privacy Information
Your privacy is important. We will limit the collection and use of personal information, or other relevant information (as defined below), to what is necessary to administer our business and provide you with the highest quality service.
As part of our operations we may gather certain types of information about the users of our sites. The types of information we collect may include any or all of the following:
• "Personal information" - such as your name, street address, telephone number, billing information, and any screen names associated with your account
• "Navigational information" - such as information about where you go through the Fiddlesticks Toys website

What we do with the information we collect from you?
We collect information in order to provide the best possible service to you while you are visiting our site. To this end we may use the information that you provide for the following purposes:

1. To process any transactions that you might make on our site
2. To verify your identity if you need help with a forgotten password or you are having login problems with one of our site services
3. To help provide any other services that you have requested
4. To offer the most relevant information suitable to you and your interests
5. For any promotional, publicity, marketing that we might undertake

All electronic credit card information is encrypted. Credit card information will not be shared with any third party apart from the payment facilitator at the time the transaction is processed.

If you have any questions regarding our privacy policy, please contact us on shop@fiddlestickstoys.com.au

How We Can Be Contacted
We know that it is important to be able to be easily contacted if there are any issues, concerns or questions about your order or you experience any problems. Our full contact details including address,phone, fax & email can be found on the location map page.  Go to the Location Map Page >>