Order Policies

Thank you for choosing to shop with Jac’s Cave of Wonders. If you require clarification on the following please contact us before making a purchase.

  • Once an order has been placed your order will be dispatched in a timely manner.
  • Backordered items; we do try and keep all items displayed on our website in stock. If an item is sold-out we normally will be expecting more in shortly. The item will be placed on backorder. You will be notified of any items needing back ordering on the items individual product page and in your shopping cart. If you require any information on when a particular item is due back into stock please contact us.
  • Please note if an item is back ordered and your remaining order is shipped you will have to pay for shipping on the back ordered item separately, Or you may combine it with a new order.
  • If an order is cancelled or changed there will be a charge of 10% for admin & restocking fees.

Layby orders

Please contact us at sales@jacscaveofwonders.com.au  if you have any questions regarding layby orders.

Terms of Layby

  • As of 14th August 2023, we have placed a temporary hold on layby orders for in stock items. You can still place a layby order for pre-order items, please note the balance of the order must be paid in full once the item arrives in store. All existing layby orders will not change.
  • A non-refundable 10% deposit is to be paid when the layby is placed or a non-refundable 20% deposit on special orders (an item/s bought in especially for you).
  • If you cancel or are unable to complete the Layby your non-refundable deposit will be kept as re-stock / admin fee.
  • If a refund is needed the refund will be processed and refunded the same way the original payment was made.
  • Layby’s terms are up to 12 weeks.
  • All Layby’s are to be paid by Bank transfer. Payments made via credit card/PayPal will incur a 4% fee.

Cancellation / Change of Order

  • If a special order (an item/s bought in especially for you) is canceled/changed there will be a 20% fee for cancellation or change.
  • If an order is cancelled or changed there will be a charge of 10% for admin & restocking fees.
  • Once an order has already been shipped the order cannot be cancelled or changed.

Damaged goods

We understand the importance of packaging your items correctly so they have the best chance of arriving safely.

Unfortunately, occasionally a package may get damaged in transit. If you have received a damaged item please contact us within 7 days of receiving your order. We will request a photo of the damaged goods so we can assess and offer an appropriate solution. (Please note anything outside of the 7 days will be subject to our discretion)

If an item is to be returned please ensure it is packaged well to prevent any further damage.

If the item is to be returned we will email you information on how to return the item back to us.

 Refunds/Exchanges

  • A refund will only be given if the order has not yet been shipped or an order has not been placed with the supplier.
  • If you have ordered the wrong item and the item is yet to be shipped we can exchange the item for the correct one if it is in stock or place an order for the correct one if not in stock.
  • Part refunds will apply if a Layby is cancelled (10% Non-Refundable deposit will be kept as re-stock/admin fee)
  • If an order is cancelled or changed there will be a charge of 10% for admin & restocking fees.
  • All refunds will be processed and returned the same way they were paid.
  • If you request that an order or items are to be held and then sent with another order, there will be no cancellation of the order that is being held due to change of mind.
  • No refunds/returns will be accepted for ‘change of mind’, an exchange is only available in store only within 7 days of purchase, proof of purchase must be supplied and item and packaging is in original condition.
  • We do no accept returns/ exchanges on sale items.

Pre-Order Deposits/Layby

  • 10% Pre-order deposit is required for all preorders within 48 hours of the order being placed. (If no deposit is received within 48 hours your order will be cancelled)
  • If an order is cancelled or changed there will be a charge of 10% for admin & restocking fees.
  • If you pre-order an item with us, that item is considered bought and allocated to you.
  • All items pre-ordered with a deposit must be paid in full before shipment of the item(s) can be made.
  • Refunds will not be given unless under special circumstances.
  • Full payment must be paid within 14 days of stock arriving so that we can allocate your stock to you.  If full payment is not met, we hold the rights to allocate your stock to someone else.
  • Emails will be sent out when stock has arrived – please make sure you have signed up to our system in order to pay for your items, rather than do guest log ins – this way you can log in and access your order history.

Mystery Boxes 

  • Items you receive in our mystery boxes are picked to give you a range of products we stock within the choosen themed box.
  • Items in the boxes can not be exchanged or returned due to the discount in which they are given to be in the mystery box.
  • Our boxes are also valued over the paid price of the box.

Sales

  • Sales prices are for new orders only and cannot be included/changed to existing orders or laybys.