We want to make your shopping experience on ohaldo.com as straightforward as possible, leaving time for more important things in life.
If you have a question – we want to help :)
If you can’t find your answer there, please do contact us on email@example.com and we will be very happy to help. We can usually get back to you within 48hrs.
We love hearing any feedback you may have about any of our oh aldo products or the service you received when shopping with us.
PLACING AN ORDER
How do I place an order?
You can place an order on our website by adding the item you like to your cart. When you are ready to pay for your item click on the “Checkout” icon to start the payment process.
Do you take phone orders?
We do not take phone orders. But if you are having trouble with our website, we are more than happy to help you. Please contact us at firstname.lastname@example.org
Is it safe using my credit card to pay?
We take security very seriously. When you are ready to enter your payment details, you will be redirected to a secure payment gateway provided by our payment partners. The website and its payment gateway are encrypted through the Payment Card Industry Data Security Standard (PCI-DSS).
How will I know if my order has gone through?
As soon as you click the “Complete Order” button you will receive an order confirmation email from us with your order number. Please keep this in a safe place. If for some reason you have not received this notification, please check your email spam box. If it’s still not there, please contact us.
Where can I find my order number?
Your order number will be sent to you in your order confirmation email.
Does my payment include GST?
Currently, whether you are shopping within Australia or from overseas, your order will automatically include Australian Goods and Services Tax (GST).
What currency does your website use?
All product and shipping prices are quoted in Australian Dollars (AUD). All transactions are settled in AUD. Some credit providers may charge additional fees, please contact your credit provider for more information.
DISPATCH OF YOUR ORDER
How will I know my order is on its way?
You will receive two email notifications – one when your order is placed and another when your order has shipped. If for some reason you have not received these notifications please check your email spam box. If it’s still not there, please contact us at email@example.com. Estimated timeframes for dispatch and delivery are provided on the shipping page.
If you opted for the bank transfer payment option, we will commence the shipping process after payment is received. Please be mindful that bank transfers may take 24-48 hours.
Can I cancel my order once it is placed?
Orders are processed and dispatched as quickly as possible. If you would like to cancel an order please contact us ASAP on firstname.lastname@example.org and we will do everything we can to put a stop to the order. Unfortunately, once the item has been dispatched we cannot cancel your order.
Can I add anything to an order once it is placed?
As with cancelling, we process and dispatch orders as quickly as possible. Therefore, it is a little difficult to make changes as it progresses through its journey. However, please contact us ASAP on email@example.com and we’ll make all effort to make it happen.
How much does shipping cost?
There are a number of options for delivery that can be viewed on our shipping page.
Do you ship internationally?
We currently only ship to Australia and New Zealand but hope to expand to international customers in the near future. If you’d like to be kept informed as to when we do ship internationally, please sign up to our newsletter or email us at firstname.lastname@example.org.
How long will it take to receive my item/s?
Dispatch and delivery times are provided on the shipping page. If you are in a hurry to receive an order, express shipping is available at the checkout.
Is it possible to track my order?
Yes. Upon receipt of your purchase we will fulfil your order and notifiy you that it has been dispatched. In this notification you will be given an AusPost tracking number. You can track your delivery with this number through the AusPost website (https://auspost.com.au/track/).
Can I send different things in my order to different locations?
We’re afraid that we are not able to offer the option of choosing different destinations for different purchases. Everything in one order can only go to one delivery address.
Can I send an order to a different delivery address?
This is no problem at all. Please select an alternative delivery address during the checkout process.
My item hasn’t arrived within the estimated dispatch/delivery timeframes. What shall I do?
Oh no! First of all please check the tracking of your item (see tracking FAQ above).
Next, please double check that you entered your address correctly. You can find it in your order confirmation email or tracking details. Also please check that you haven’t received a card from the postal service or courier. Failing that, ask your neighbours or local sorting office to see if it’s hiding there.
If after all of that there’s still no luck, please email us at email@example.com and we’ll do our best to help.
What if my package is lost or stolen?
Unfortunately once a parcel has been accepted by Australia Post it is no longer our responsibility. If Australia Post has lost your parcel we cannot send another parcel as a replacement. If you would like to purchase shipping insurance, please select this as your preferred delivery option in the checkout.
Can I send a gift straight to the person I would like to receive it?
This is no problem at all. Please select an alternative delivery address during the checkout process. Look out to for the option to add a personalised card and message.
My order is a gift, can you leave out the invoice?
Yes. If you would like us to include a gift invoice (i.e. the prices will not show) please select this option when you are going through the check out. Your pricing information will however be included on your order confirmation and dispatch confirmation emails.
Can I include a gift message?
Yes, absolutely. Before you checkout and pay, click on "view cart". There is a text box that allows you to type your personalised message for your lucky recipient.
Can I include multiple gift messages?
Unfortunately we are only able to add one gift message to one order.
Do you offer gift wrapping?
All of our products are beautifully presented ready for your lucky recipient.
RETURNS & EXCHANGES
Can I return or exchange my item?
We have a number of different avenues and criteria regarding returns and exchanges for items bought on this website. We have a helpful page dedicated to returns and exchanges here. We have kept the process pretty simple and will always do our best to accommodate your needs but please read through our policy carefully before you make a purchase.
Are your products safe?
We take safety of our products very seriously. All our aldo bears are tested to the Australian/New Zealand Standard on Safety of Toys (AS/NZS 8123-1:2016, 8124-2:2016 and 8124-3:2016) and Australian Consumer Protection Notice No. 11 of 2011. Our toys are also tested to the European Safety Standard (EN71 parts 1, 2 and 3) and have a CE mark as proof of their success.
Do I have to remove the bow on my aldo bear?
Yes, the bow is part of the packaging and must be removed before use. Please take care when removing the bow and do not pull or try to remove the bow with force as it may damage the sheepskin.
I received a faulty item, what do I do?
Oh no! If you receive a faulty good, please contact us at firstname.lastname@example.org immediately and we will walk you through the returns process.
When can my baby start using an aldo bear?
We are big believers in promoting safe sleep environments for our children. Red Nose (formerly SIDS) suggests soft toys should not be placed in the sleeping environment of an infant under seven months of age. Our products have been safety tested for children; however we always recommend monitoring your child’s use of any toy.
What can I do if a favourite aldo bear is lost?
We know how upsetting it can be when a child loses their favourite companion. Check our website to see if we still stock the same aldo bear. If not, contact us and we will provide suggestions or alternatives. To get your bear as quickly as possible our checkout process has an express post option.
DESIGN AND PRODUCTION
Who designs your products?
All products are designed in Australia by the oh aldo team. All designs are protected by Copyright and are registered designs with the Australian Government.
What do you mean by ethical production?
We have personally travelled to the factory where our products are made to ensure they are produced in a safe work environment and fair treatment of workers. We have worked alongside our small international team for years, together finessing our creations and sharing stories of work, family, and the occasional cup of tea.
Do you offer wholesale?
We welcome wholesale enquiries – head over to the Contact Us page and leave us a message.