FAQs

Ordering

I'm an online shopper for the first time, is it safe?
Your safety is our prime concern. You have absolutely nothing to worry about. We use Transport Layer Security (TLS) which is a higher version of Secure Sockets Layer (SSL). We keep our certificates up to date with the latest version of encryption software and the most secure. How does encryption work? When you purchase using our web-store, all your details will be scrambled which prevents hackers from being able to access your credit card or payment details or any personal information you provide us.
How can I pay?
Flat Friends® accepts Visa, MasterCard, American Express and PayPal. If you are a Wholesaler and order over the phone, we also accept direct bank deposit.
Can I change or cancel my order?
Made a mistake? You have 2 hours to cancel or change your order, otherwise our warehouse has already picked it, packed it and it is ready to go out the door to make its way to you. If you missed being able to change the order or cancel it, you can return it to us for a credit or refund. Email us to orders@flatfriends.com.au. However the cost to you is the freight charges, these charges can’t be avoided.
I'm getting an error when trying to place an order... what do I do?
Check you've filled all the details out properly including your name, address, email and phone and payment information. The system may take time to process your payment.
If it’s still not working after you have checked all your details, it might be the computer system. You may need to log-out or reboot your computer and try again. If your order is still not getting through to us, you can email us on order@flatfriends.com.au with a list of the products that you would like to order, your credit card details or bank receipt and we will process your order manually in our office.
I just placed an order… but I want to add something else to it. Can I?
No, once your order is processed you can’t alter it. You will have to place another order sorry.

Shipping

How long does it take to get my order?
We ship orders Mondays to Fridays, during office hours 9am to 5pm. We don't operate on public holidays. We always aim to ship your order as quickly as possible, but there might be some delays. Your patience is appreciated.
Once we ship your order, we will send you an email with a tracking number. Use the tracking number to check the whereabouts of your package.
You will be able to decide on your method of delivery at check out. We ship with signature. We want to make sure that you receive your special Flat Friend every time you order on-line. We suggest using a work address or an address that will allow you to receive your package and sign for it. Deliveries are made Monday to Friday between 9am and 5pm. If your parcel is delivered and you are not there to sign for it, the delivery driver will leave a calling card with instructions on how to pick up your parcel.
Express costs a bit more.
International cost will depend on the country, size and weight of the package. Duties: Some countries may charge import duties or other random fees. Sorry, we have no control over this and it's your responsibility to pay for any fees required to release or pick up your parcel.
Confirmation: As soon as your order ships, you'll get an email confirmation. Make sure you check your email inbox, if you don’t see it there, check your junk email box, your email will have your tracking number with your order confirmation.
For more information on shipping please refer to shipping or email orders@flatfriends.com.au
Where is my order?
If you haven't received a confirmation email and you really think your order might have disappeared, send us an email to orders@flatfriends.com.au and we'll look into it.
How do I track my order?
Check your confirmation email, it will have a tracking number with details on how you can track your order.

Returns Policy

What is your returns policy?
If you want to return a Flat Friend, we must receive it within 30 days of your purchase date. Please make sure that you check how long it will take to reach us and contact us on enquiries@flatfriends.com.au if you are not sure.
To return any Flat Friend it must be in its original condition with the original packaging. You must not have washed, worn, used, or modified your Flat Friend. Unfortunately we can't accept returns for any items that show signs of being used, worn, or modified.
What return options can I choose from?
You can select either a refund for the cost of the item, or a store credit. Refunds will not include any freight you have paid; the refund will be exactly what you paid for the item or product.
Do you offer Store credit?
If you choose a store credit for your return, we'll send you a voucher for 100% of the cost of your item which you can use with your next order. We will send the voucher by email to you.
What if I receive a faulty item?
We pride ourselves on quality control, because we want you to LOVE your Flat Friend! Since starting to make our Flat Friends in 1996, our superior quality and control checks have meant all our customers have been 100% satisfied with no faults and joy gained from their Flat Friends products. If we sent you an item that isn't quite right, please email enquiries@flatfriends.com.au.
Can I return sale items if it doesn't fit or I change my mind?
Sale items cannot be returned to us.

Enquiries & Contact Details

How do I contact Flat Friends?
Go to our contact us tab and fill in your details. If you are already a customer, you can email us on enquiries@flatfriends.com.au with your enquiry.
I own a retail store – how do I sell your Flat Friends?
Please register as a wholesale customer and email us at enquiries@flatfriends.com.au, write in the subject “Wholesale Account” we will help you out with this. You will need to provide your business tax number such as an ABN or VAT.
I represent a school or a library, do you give special discounts?
Yes, we give special discount prices to schools and libraries, for school pack buys and continuous ordering. You will need to register as an educator to get your special discount. You can Email us on enquiries@flatfriends.com.auand write in the subject “School”.
How do I get a product that is out of stock?
If you cannot find a product on our on-line shop the chances are that this product has completely sold out. If you send us an email to enquiries@flatfriends.com.au we can ask our stockists to see if they have the product still in stock or let you know if we are doing a re-run.
I have a new product request or suggestion?
We love to help with new ideas, but we are a large-scale manufacturer and we are not set up to do one off custom designs or small quantity runs that are not economical for us. We will add your request to the inspirational list, if you have a special story to tell us about a special animal or child we would love to hear it. We may consider if we will do a story and puppet around this. You can email us your story or request to enquiries@flatfriends.com.au once you submit these to us all Intellectual Property will transfer to us. If you don’t want this to happen, we suggest that you don’t send us your story or request. If we accept your story we will acknowledge you in the story.
What does Flat Friends do with my contact details?
We are very careful with your information. Your privacy always comes first. We keep your interest in mind and use your information to build up history about your purchases, to send you promotions, marketing information and suggestions for new products. Flat Friends is caring and that is our prime interest in you.
Please refer to our privacy statement for more information about what we do with your information and data.
You can always email us at enquiries@flatfriends.com.au with a specific question if it is not addressed in our privacy statement.

Want Your Own Special Flat Friend?

How can I get a specially designed Flat Friend made?
You are lucky, we are passionate about making products that people love to share. If you have a special animal or product that you would like us to consider making and we get enough requests for this product then we will make it. You can email us on enquiries@flatfriends.com.au with “Special Request” in the subject.
If you would like us to make a specially designed product for your retail chain, email us on enquiries@flatfriends.com.au and we will talk to you about it. When we make a special product for you, you must meet our factory minimum order quantity. We will not run bulk production without getting sign off from you for a pre-production sample and payment to show your commitment. A lot of work goes into designing and making a product especially for you.