FAQ

Order Processing Times

Processing time refers to the time it takes for us to create your item(s) and prepare your order for shipping. After your payment is accepted and verified, your order will be processed within 3-5 business days. Once your order leaves our studio (after 3-5 business days), you will receive a notification email advising that your order has been dispatched as well as tracking details. Please refer to the Shipping & Delivery section to view current delivery estimates.

As a guide for domestic orders, you can get an estimate of when you’ll receive your order by adding 3-5 business days processing time to 2-10 business days shipping transit time.

 

I need my order urgently

We’ll try our best to help. Send us a message advising what items you’d like, the date you need them by and where you are located, we will assess and let you know if we can accommodate. You will most likely need to select express post as the shipping method.

 

Highchair Banner Tassel Colours

If none of our pre-made colour combinations matches your theme you can choose to make your own – just click on “Custom Tassel Banner” and from here you can select the cardstock colour as well as the four tassel colours.

 

I’d like to cancel my order

For custom or personalised items (letter and number birthday candles, custom tassel banner, cake toppers with signpost banners), once the order is placed it cannot be cancelled. For all other non-custom items, you can request a cancellation within 3 hours of purchase by sending us a message or an email.

 

My order is missing

There are several reasons why a package gets lost. We've found that, more often than not, the package is either in the building or with a neighbour. We politely request that customers look in common courier hiding spots or ask members of their household if they have accepted the parcel. If you’re still unable to locate your order please contact us at info@sunnystreetpartyco.com.au to report missing or lost packages.

 

My order did not arrive in time for my event

Please allow enough time for order processing (3-5 business days) and shipping (refer to delivery estimates in the Shipping & Delivery section) to ensure you receive your items before your event as we are unable to provide a refund if you do not receive this in time.

 

My order is damaged

A lot of care is taken in packaging your order to ensure it’s well protected but in the unfortunate event that you receive your item and find that it is faulty, defective or was damaged in transit, please contact us at info@sunnystreetpartyco.com.au within 3 days of receiving your order. In your email, provide a description of the damage and include a photo. Your case will be assessed and if approved you have the option to request for a refund or a replacement item.