FAQ



MY ORDER

HOW CAN I CHECK THE STATUS OF MY ORDER?

You can log in to your account and view order status and tracking under Order History. If you checked out as a guest, you can send us a message on contact@teenycherubs.com.au or using this form and we would gladly provide you with an update.

CAN I MAKE CHANGES TO MY ORDER AFTER IT WAS PLACED, E.G. ADD AN EXTRA ITEM OR AMEND SIZE OR COLOUR?

Once an order is confirmed, it automatically progresses to fulfillment and shipment. This process ensures you will get your order as soon as possible, and no changes can be made at this stage. For additional items, please place a new order. For other amendments, please contact us immediately to cancel the order. Otherwise, we would be happy to help you submit a return for you.

I NEED TO MAKE A CHANGE TO MY SHIPPING ADDRESS. HOW DO I DO THAT?

Normally, you can only do this on the day the order was placed as once an order has been confirmed, it would automatically progress to fulfillment and shipping. If a change in address is needed, please contact us as soon as possible on contact@teenycherubs.com.au. You may not be able to change your shipping address if an order has already progressed to shipping.

CAN I CANCEL MY ORDER?

Cancellation may not be possible under certain circumstances, e.g. your order has progressed to shipping. Please contact us as soon as possible and we will confirm if cancellation is indeed possible. In case we are not able to cancel your order, a return may be set up.

I DID NOT RECEIVE CONFIRMATION OF MY ORDER

Please check your Spam (Junk Email) folder. In case you cannot find a confirmation of your order, please contact us on contact@teenycherubs.com.au or using this form. Our friendly team will be more than happy to assist.

MY ORDER WAS LOST / NOT DELIVERED. WHAT CAN I DO?

Once an order is confirmed, it automatically progresses to shipment. We ship with Australia post or an alternative reputable courier. A tracking number is allocated to each order which you can use to monitor the status of your delivery. If you have not received your item within 20 business days, please contact us and we will be happy to help you lodge a case with the courier.

I NEED AN INVOICE

If you need an invoice to your order, please contact us on contact@teenycherubs.com.au and we will gladly provide one. We only ship when payment is confirmed.


SHIPPING

HOW LONG DOES IT TAKE UNTIL I RECEIVE MY ORDER?

We aim at shipping your order as soon as possible. If your order has been placed before 12pm on a business day, we will try to ship on the same day or next business day. We ship with Australia Post or another reputable courier. Your order will typically be delivered within the standard delivery times for Standard and Express shipping, respectively, unless there have been delays, e.g. due to public holidays.

Once your order has been shipped, we will send you a link with your tracking number which you can use to monitor the delivery status.

I DIDN'T RECEIVE MY ITEM

We use Australia post or another reputable courier. A tracking number will be provided for each order, excluding where free local delivery has been selected. In case your parcel has been lost or stolen, we are happy to help you lodge a case with the courier. Please contact us on contact@teenycherubs.com.au.

CAN YOU SHIP INTERNATIONALLY?

Yes we can. To see shipping info, click here.

WHAT IS YOUR SHIPPING POLICY?

To see our shipping guide, click here.


RETURNS & EXCHANGES

HOW CAN I EXCHANGE MY ITEM?

We are currently not allowing for exchanges other than replacements in situations where a product has been concluded to be faulty, wrong, damaged, missing or significantly not as described. Please contact us on contact@teenycherubs.com.au or using this form to request for a return. Then you can place another order for your desired item.

WHAT IS YOUR RETURN POLICY?

You can most certainly return an item, however not all items can be returned. Only products in as new condition can be returned within 14 days of purchase. To see full policy, click here.

HOW LONG DOES IT TAKE FOR MY RETURN TO BE PROCESSED?

Please allow us 2-3 business days for processing. We will keep you updated on the status of your return.


TEENY SUNGLASSES

ARE BABY SUNGLASSES NECESSARY?

It is recommended infants under 6 months of age to be kept out of direct sunlight. Therefore, no sunglasses are generally recommended for infants under 6 months of age.

WHAT AGE ARE THE SUNNIES SUITABLE FROM?

Our sunnies have size and age guide to them. Generally, sunnies with plastic frames are not suitable for infants and very small babies. For younger babies (6 months+) we recommend our Teeny polarized sunnies with silica frames and straps. If you are unsure about the size, our friendly team would be happy to assist on contact@teenycherubs.com.au  or Facebook.

HOW DO I KNOW WHICH SIZE TO GET?

The most important measures for kids' sunnies are frame width and temple length. Check our Teeny sunnies SIZE GUIDE.

WHAT PROTECTION DO THE SUNGLASSES PROVIDE?

All our sunglasses are with UV400 protection, as such they block 100% UV light, including UVA and UVB. They have been tested by the manufacturer and are CE certified. You can access our CE certificate here.

ARE THE SUNGLASSES COMPLIANT WITH THE AUSTRALIAN SAFETY STANDARDS?

Absolutely, our sunglasses are CE certified and thus compliant with R 2016/425 (Regulation on Personal Protective Equipment). All sunglasses are labeled accordingly.

ARE THE SUNGLASSES POLARIZED?

Some of our sunnies are polarized. Refer to detailed specification for each model. All our sunglasses provide UV400 protection and are CE certified and labeled accordingly.


AFTERPAY

WHAT IS AFTERPAY?

Afterpay allows you to shop now and pay later, always interest-free. With Afterpay, your purchase will be split into four (4) payments, payable every 2 weeks.

HOW CAN I USE AFTERPAY?

Just shop and checkout as usual. At checkout, choose Afterpay as your payment method. You will be redirected to the Afterpay website to register and provide payment details. First time Afterpay customers will need to create an Afterpay account. If you have already been using Afterpay, just log into your Afterpay account.

WHEN DO I NEED TO MAKE THE PAYMENTS?

Normally, the first payment is made at the time of purchase, with the remaining three payments payable every 2 weeks after that. If you want to make payments earlier than the standard schedule, you can do that by logging into your Afterpay account.

IS AFTERPAY REALLY FREE?

Yes, Afterpay is free. As long as you pay on time, Afterpay is a free service.  However, a late fee applies if you miss a payment. Afterpay will send you reminders to make sure you do not miss your payments.

HOW AM I APPROVED TO PURCHASE?

Afterpay provides instant approval if within the Afterpay spending limits.

HOW DO I LEARN MORE ABOUT AFTERPAY?

Head to Afterpay's FAQ page here.