Shipping & Returns

We want you to absolutely love your Grace & Maggie purchase. To make sure your experience with us is a happy one from checkout to unboxing, here’s everything you need to know about shipping and returns.

Shipping

Where We Deliver

We’re so proud to deliver Grace & Maggie playmats and Snuggle Rugs to families right across Australia and New Zealand. We can ship internationally. Should you want to deliver outside of Australia or New Zealand, please get in touch by emailing orders@graceandmaggie.com.au and we can provide a quote.

Shipping Costs

Because our mats and rugs are beautifully thick and generously sized, they’re classified as oversized parcels (think shipping a piece of furniture rather than a small package). We’ve spent a lot of time finding shipping partners who can deliver them safely and affordably, and we subsidise a portion of the cost ourselves to help keep things reasonable for our families.

Your shipping cost is calculated at checkout based on your delivery address. If you see multiple options, these are for different carrier providers. If you’re not sure which one is right for you, just get in touch, we’re always happy to help.

Good To Know

A Note For Our International Families

International shipping costs don’t include any tariffs, customs duties, taxes or import fees that may apply in your country. These charges are set by your local customs authority and are the responsibility of the recipient. We’d recommend popping a quick call into your local customs office before you order, just so there are no surprises on delivery day.

Dispatch & Delivery Times

We aim to have your order on its way as quickly as we can:

  • In-stock orders are processed and dispatched within 24-48 hours
  • Most Australian addresses: 4-7 business days
  • Regional and rural areas, Northern Territory, Western Australia, and New Zealand: 8-14 business days

Please keep in mind that delivery times can stretch a little during long weekends, public holidays, sales events, and circumstances outside our control like natural disasters or extreme weather. We appreciate your patience when life gets in the way.

How Your Order Arrives

Your order will be sent via courier and a signature is required on delivery, unless you let us know otherwise. If you’d prefer your parcel to be left in a safe spot, simply pop a note in your order comments saying “no signature required” or “Authority to Leave.”

Our couriers reach the vast majority of Australian homes, but a handful of more remote areas fall outside their network. If that’s the case for you, our website will not let you checkout when you enter your address, and we’d love for you to email us so we can look into an alternative courier and quote for you.

In some rural areas, parcels may need to be collected from a local depot or collection point rather than delivered to your door. Your courier will be in touch if this applies to your delivery.

Address Details

Please double-check your shipping address before placing your order, most of our boxes are too large for PO Boxes or Private Bags, so we’ll need a residential or business address.

Tracking Your Parcel

Once your order is on its way, we’ll send a tracking link to your email. We do ask that you keep an eye on it as your parcel travels to you. If a parcel is Returned to Sender (for example, because it couldn’t be delivered or collected), the customer is responsible for any associated shipping fees.

Snuggle Rug Returns

Our Snuggle Rugs are a little bit special, they arrive vacuum-sealed to keep them snug and protected in transit. Because of this, we can only accept change-of-mind returns while that vacuum seal is still intact.

  • Once it’s open, it’s open: As soon as the seal is broken, the rug expands to its full snuggly size and sadly can’t be repackaged into its original box.
  • Original packaging: The rug must be in its original box, with plastic wrapping, in re-sellable condition.
  • What’s not covered: Once opened, we’re unable to accept returns for change of mind, sizing, or colour variations.
  • 14-day window: Please get in touch within 14 days of receiving your rug to arrange a change-of-mind return.
  • Shipping costs: Change-of-mind returns are at the customer’s expense, including the original delivery cost and the return shipping fee.
  • Our gentle suggestion: Measure your space carefully before opening, just to make sure your new rug is going to be the perfect fit.

Padded Playmat Returns

We’re happy to accept change-of-mind returns on our playmats, provided they’re unopened, unused and meet the criteria below:

  • 14-day window: Please contact us within 14 days of receiving your playmat to arrange your return.
  • Original packaging: The mat must be in its original box, with all straps uncut, plastic wrapping intact, and the box itself in re-sellable condition.
  • Shipping costs: Change-of-mind returns are at the customer’s expense, including the original delivery cost and the return shipping fee.

A Few Final Notes

Grace & Maggie reserves the right to decline returns that fall outside the 14-day window or don’t meet the “as new” criteria above. We’d also recommend using a tracked shipping service when sending your return back to us, we’d hate for it to go missing in transit, and unfortunately we can’t take responsibility for parcels that don’t arrive.

If you have any questions at all, please reach out on the website chat or by emailing orders@graceandmaggie.com.au, we’re here to help.