What is the best way to reach out about something?
Please get in touch with us via email [email protected] or click on the contact us tab at the bottom of the site.
We are also contactable via our social pages through the Inbox
How long until my items are dispatched?
We are always all hands on deck so all handmade orders are made by us within 2-6 days of receiving payment and then shipped out the following day.
During a sale period, Father's Day, Mother's Day, Easter & Christmas our turn around time may increase.
How long will delivery take?
Once your order is dispatched delivery times will vary depending on your location from Melbourne.
Can I track the progress of my delivery?
Yes. Tracking details will be emailed to you as soon as your order has been dispatched. Any problems please get in touch and we can best assist.
Why have I not received any order confirmation details?
Most times this is because the email address may have accidentally been entered incorrectly upon checkout. Throughout the process, we send a confirmation email and an email to say the order has been dispatched.
If you believe you may have entered your email incorrectly, please get in touch and we can help in fixing it.
No problems. Contact our customer care team for any queries. Please refer to the individual product descriptions as they may answer any additional questions.
If your order is incorrect or if your items have arrived damaged, please let us know within 4 business days of receiving your order. Please have the parcel on hand so we can assess the parcel and make a claim through Australia Post if needed.
Please also make sure you have the invoice handy so we can double-check things on the invoice.
We will make arrangements to replace the incorrect/damaged items.
If items have been in use then we are unable to accept returns on used items.
Returns for change of mind, Because all our items are personalised with your individual details it’s not possible to offer a change of mind return as we simply can not return the item to stock and resell it. We do however fully support your return rights under consumer law so if the product is faulty or defective contact us with your order number and details of the fault including photos or video. The fastest way to do this is via email or our social media profiles as we are extremely responsive on those platforms
Please note: if refunds for cancelled orders/change of mind are processed on orders processed using PayPal or Credit card there will be a 4% charge of the amount being refunded as PayPal and credit card providers no longer refund the fee charged for using their service.
We are unable to accept ‘change of mind returns on our handmade custom ranges and due to the custom nature of the products, we are not able to restock and resell them. All items on sale/samples or seconds are final sales and no exchanges or refunds will be given unless the product is deemed faulty.
What should I bring to the session?
Will I need to be involved the session with my child?
Yes, You are your child's best educator and to your child, your voice is the best in the world! We encourage you to join in with the songs, play and activities. Your child sees you as a role model and if you are actively engaged in the session, your child will be likely to copy you.
What if we miss a session?
We understand that, from time to time, you may need to miss a session due to illness or in the case of an emergency. If you miss sessions during term due to illness or emergency, you may make up a maximum of two sessions per term you will receive a credit to the following term. If you miss your makeup session you will forfeit the makeup session.
Parent/Guardian must notify Crafty Chimps at least 48 hours prior to the session to arrange a transfer to another session if they can not attend their scheduled casual booking session. Failure to notify the Crafty Chimps team prior to 48 hours will incur the full cost of the booking and will not be transferable, as your booking is assigned a placement within the session, resources are allocated and staff appointed.
May I have a refund or a credit for the sessions I have missed or cancel my enrolment?
When you enrol in the Crafty Chimps Session, you commit to a full term of sessions and we commit to teach your child for the term. Based on those commitments teachers are employed and venues booked. Your payment of the enrolment fee for the term secures your place in the session and ensures that your place is not offered to someone on our waiting lists. We regret that we cannot offer refunds or credits for sessions missed during the term. If you cancel your enrolment up to two weeks prior to the commencement of the term, you will receive a full refund less a cancellation fee of $30.00. Refunds will not be given for cancellations after term has commenced.
What if Crafty Chimps cancels a session?
If our teacher is unwell and we are unable to secure a replacement teacher it may be necessary for us to cancel a session. Where this occurs we will first notify you using the contact details you have provided to us. We will endeavour to reschedule the session at a time which is convenient to the majority of the session participants. If we are unable to reschedule a session or offer an alternative make-up session that meets your requirements we will give you a credit towards a future re-enrolment or in the absence of any future re-enrolment, a refund.
Do you offer a trial session?
Yes, we allow you to book a casual session as your first session at the casual rate, if you then decide you'd like to continue we will issue an invoice for the pro-rata of the remaining weeks of the term.
Can I take photos during the session?
The occasional photo or video may be taken in the session provided the privacy of all other persons in the session is respected. If your photo or video inadvertently includes the image of another child please do not share the photo or image without the consent of the carer of that other child. Taking more than the occasional photo or video is not permitted as it is an intrusion and contrary to an effective learning environment.
What kind of activities the children will be engaging in?
The activities change each week based on the educational theme we have planed, each week the children participate in painting, pasting, sensory craft such as but not limited to play dough, rice, sand, flour etc. There is also play activities singing/dancing and a story read to the group.
Thank you for taking the time to read our frequently asked questions.
We look forward to seeing you in our session.