Shipping & Returns

SHIPPING & RETURN POLICY

WHERE DOES INFINITE PLAYGROUND  SHIP TO?

We ship to Australia & New Zealand. We also ship internationally – for a complete list of the countries that we ship to see the “Select Country” option located in our shopping cart. Please note that orders shipping internationally may be subject to Duties and/or VAT. Be sure to check with your country of residence for the additional fees that may be assessed upon delivery.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

For your convenience, Lucky-Dux.com provides you with each item’s “anticipated ship date” in the product information page. The actual delivery date is determined based on the service type selected at the time the order is place, as well as the service availability for your specific address location. Purchased items are either shipped directly from our distribution center or shipped directly from a third-party fulfilment center due to the size and weight of the item.

IF I ORDER MORE THAN ONE ITEM, WILL THEY ARRIVE IN THE SAME BOX?

We make every effort to ship all items in one shipping package. If the sizes of certain items are not compatible to fit in one box, then you may receive multiple packages.

CAN ORDERS BE TRACKED?

You will receive an email from our shipping partner with a tracking number, estimated delivery date and link to a web page where you can track your order. We’ll provide the tracking number as soon as your order ships, but it sometimes takes the number 24-48 hours to go live within the shipper’s system.

WHY DO CERTAIN LARGE ITEMS TAKE LONGER TO ARRIVE?

Some large items often take longer to deliver because the size and weight of the item requires it to be shipped via common carrier with a scheduled time for you to accept delivery.

WHY ARE THERE ADDITIONAL DELIVERY FEES FOR LARGE ITEMS?

The size and weight of certain large items requires it to be shipped via common carrier at different shipping rates than smaller items. For your convenience, you are presented with the shipping charges at the time you add each item to your shopping cart so you will know the full cost before purchasing.

Postage & handling charges:

We offer extremely competitive shipping rates. Shipping normally takes 1-3 days from our warehouse.

Australia & NZ

0 – 1 kg or maximum dimensions of 39cm X 27cm: $5.95

1 – 3 kg or maximum dimensions of 47cm X 33cm: $7.95

3 – 5 kg or maximum dimensions of 64cm X 43cm: $10.95

5kg+ or larger than 64cm X 43cm: $14.95

Singapore

Flat rate: $12.95

Other countries

Coming soon

 

Changing shipping address:

The shipping address can only be changed if your order has not left the warehouse. To change your shipping address, contact our Customer Service team as soon as possible either via email support@lucky-dux.com or the stated customer phone number.

CURRENCY

All orders, shipping costs inclusive, are in AUD.

RETURNS

We have 3 rules of returns

Item(s) need to be returned

  1. within 14 days of delivery to your address;
  2. Unworn and unused with the original tags still attached; and
  3. In the original packaging which must be in the original condition. Items sealed for hygiene reasons can only be returned if the seal is intact. So make sure you love your purchase before you tear into it! Some examples of items which are packaged with this seal are; earrings, swimwear, underwear, hair accessories etc.

You are responsible for safely packaging your return to ensure we receive the items in tip-top condition.

If you are returning shoes:

Please place them in the original branded shoebox they came in and place this inside the Infinite Playground shipping box. If you are missing Infinite Playground shipping box, you can use a similar sized box or a plastic shipping satchel. The branded box is just as important as the shoes themselves, so please do not alter it in any way – e.g. do not attach shipping forms, tape or mark the box. Doing so can result in your return being rejected. We are unable to accept shoes returned with scratched or dirty soles. We advise that when you try on your new shoes for the first time you do wear socks and test them out on carpet, just in case!

We reserve the right to refuse a return if the policy has not been adhered to.

CAN I RETURN SALE ITEMS?

Yes, you can return sale items unless stated otherwise (subject to the Australian Consumer Law). We will always let you know if a particular sale or promotion excludes returns.

HOW DO I RETURN MY PURCHASE?

Infinite Playground strives to offer exceptional customer service! If you’re not happy with the goods you’ve received, you can simply return them within the 14-day refund period. To make the return process as smooth and efficient as possible, please complete a Returns form, by logging into your account, selecting “Returns” from your account drop-down menu (by hovering your cursor over your account name), choosing the relevant order and providing all required information. You can also access the returns form here. The form will explain the process.

To prevent further damage, please ensure that you return products in their original packaging, leave all labels attached and keep the product clean. This saves us a great deal of time and bother if it comes to a complaint with the producer.

Returns from Australia and New Zealand

  1. Complete the Infinite Playground return form. Log into your account by clicking “My Account” and select the order you’d like to return.
  2. Click “My Returns” to take you to the returns form.
  3. Print the shipping label and attach it to your return parcel

Once you’ve completed the form, you’ll receive an email from us that recaps the details of your return.

The shipping cost for returns are covered by the customer unless items are faulty or do not match the customer order in size, colour or other specifications.

REFUNDS

Here’s how we refund – if you paid via:

  1. Credit Card or PayPal: Your refund will be credited into the same account your payment came from.
  2. Part Credit Card, part voucher: The amount you paid with credit card will be credited back into the same account, and we will reissue you with a new voucher.

Refunds are processed within 10 business days of receiving the return at our warehouse. You’ll receive a confirmation email once your refund or exchange is done!

Refund Process Time

We will process your refund within 10 business days of receiving the return at our warehouse. Please remember, your financial institution can take an extra few days to get the refund back into your account.

If your item is faulty.

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please complete a Returns form, by selecting “Returns” from your account drop-down menu (by hovering your cursor over your account name), choosing the relevant order and providing all required information. We will then get in touch with you and arrange for the item to be collected and returned.

If you received an item you didn’t order.

If you have received an item different to the one you ordered, please contact customer support (support@lucky-dux.com) who will work with you to resolve the problem as quickly as possible.