We've prepared some frequently asked questions to help. Scroll through them below and see if they answer any of your questions.
Don't see your answer below? Contact us via email on email@example.com
Do you ship overseas?
Yes, we can ship to any international country. Enter your address on checkout for a shipping quote.
When will my order arrive?
We have a 1-2 week turnaround on custom products. You can then expect a 1-2 week shipping timeframe, depending on what shipping method you paid for.
How do I track my order?
You will receive an order confirmation and shipping notification once your order has been shipped. You can track it via the link provided.
My parcel is being held up at customs because there are unpaid import taxes, fees or charges. Will you sort it out?
Any import taxes, fees or charges are not the responsibility of Winnie Dot. You will receive notification of your parcel being held up; once you have made payment for these fees, the parcel will be released.
If you do wish to pay these charges, please let the customs office now and they will return the parcel to us. Once returned, we will refund the purchase minus any shipping fees incurred by Winnie Dot.
Please do not contact Winnie Dot requesting we cover the import fees, these are not our responsibility.
I saw a discount code. Can I have it?
We provide a 10% discount for signing up to our mailing list. Subscribe here and you’ll receive the code in your email?
I entered the wrong name, or incorrect spelling for a wall mount. What can I do?
Please email us on firstname.lastname@example.org straight away to let us know so we can intercept the order. Our wall mounts are all custom and are hand made after ordering.
Can I change the colour of my wall mount?
If you would like to change the colour of your wall mount, please contact us immediately with this request. We cannot guarantee that this is possible, as all wall mounts are custom made once your order is received.
We will do our best change the colour, and will notify you if the request is not able to be fulfilled.
My order was damaged or faulty on arrival. Will you replace it?
Yes, of course! Get in contact with us via email to email@example.com with your order number and photo evidence of the damage or fault and we’ll see what we can do.
When will your pink dollhouses be back in stock?
We’re hoping for the pink dollhouses to be back in stock in 1-2 months. We will announce their return to our mailing list first, subscribe here so you don’t miss out.
A piece of my dollhouse is broken or missing. What can I do?
If any of the pieces of your dollhouse were broken in transit, please let us know. We’d be happy to arrange a replacement. If the piece has been broken as part of your child’s play, unfortunately we are unable to provide the spare piece.
Please send us a copy of the instructions, with the piece broken or missing clearly circled. We are unable to provide replacement pieces without photo evidence and these instructions clearly showing which piece has been damaged or is missing.
The brackets for my wall mount broke. What can I do?
If you still have the magnets, you can glue them back onto the wall mount with a heavy duty super glue.
If you do not have the magnets, we can replace the wall mounts for a $5 AUD fee, plus the cost of shipping to you.
If the wall mounts were damaged on arrival, please let us know and we will replace them free of charge.
What’s the difference between the wall mount and removable ones?
The wall mount is screwed into the wall; you will receive wall mounts and magnets with your order. The removable ones are great for renters or those who don’t wish to damage their walls; they will allow you to remove the custom name from the wall and re-use in another location.
What colour are your wall mounts?
A colour chart is provided on each product where there is a colour variant available. These photos are true to the actual colour provided.