The Design Planner Kids does not take responsibility for lost or damaged mail once it has left our care. We also don’t offer refunds or exchanges on personalised and custom orders.

Lots of love goes into packaging orders for shipment, and each item is inspected thoroughly before it’s sent.

If your item/s arrive damaged or broken upon delivery, we will require emailed photographs of the product and your order number emailed over to within 2 business days of receiving the product. We will ensure to respond via email within 24hrs of receipt of the email (please note we do not reply on weekends) and we will assess the damage on a case by case basis.

It is at our discretion to determine whether an item will be returned, replaced or repaired on the basis of the damage. 

The Design Planner Kids refuses the right to any damaged/faulty items if the client hasn’t sent us an email within the specified time period along with the relevant photo correspondence.

Please note, in the instance where The Design Planner Kids approves a return, all items are to be shipped back to our Melbourne HQ, within 7 business days of confirmation, and all items are to be shipped back at the buyer’s expense and must be returned in their original condition upon delivery.

In the instance that you do need to get an item replaced, The Design Planner Kids reserves the right to wait until the damaged/faulty product has been returned before any new items are shipped back to the customer.

We have a strict no returns policy and we do not accept any return or exchange due to ‘Change of Mind’. Please decide carefully before making your purchase.

We do not accept returns for custom or personalised orders, unless they arrive damaged or faulty.  Please ensure that you have checked your order correctly before checkout, and be sure to triple check all spelling, font choice, colour etc.

Please know that whilst we understand human error can occur at times, we cannot replace any items that are spelt incorrectly as we simply go off what you place in your order details when making your purchase.

If your order is incorrect for any reason, please contact us within 48 hours with your order number and photographs and descriptions of what you have received, and we will do our best to accommodate a fair and reasonable solution if outside of these terms.