FAQs
WHAT IF I WANT TO RETURN AN ORDER?
We do not accept returns if you simply change your mind about your purchase. We will however at the customers return/shipping expense offer a swap for a different product. Should you discover a fault with your product please email us - sales@playpouch.com.au - providing proof of purchase (order number) and details of the fault. We will assess your description and may request more information or arrange for the item to be returned to us for replacement. If a fault has developed after a fair period of use, we reserve the right to refuse replacement.
WHERE DO I ENTER A COUPON, DISCOUNT CODE OR GIFT CARD?
Once you've added your items to cart, hit 'checkout' and the code can be added to the 'gift card or discount code' box at the top right of your checkout page.
WHERE DO YOU SHIP TO?
For orders placed via this website, we ship to the contiguous United States from our warehouses in Houston, Texas and Los Angeles, California. For delivery to areas outside of the contiguous United States please visit www.playpouch.com.au
Our head office is in Australia at PO Box 242 Willunga SA 5172 but our warehouses in the United States are in Texas and California - we fulfil US orders from the Texas and California warehouses.
HOW WILL MY ORDER BE DELIVERED?
Parcels typically take 3-5 working days to reach most parts of the USA. If you haven't received your parcel within 7 days, please contact us.
DO YOU GUARANTEE DELIVERY?
We use a trusted carrier and we track all orders. However we can’t be responsible for stock once it leaves our warehouse. If your stock doesn’t arrive within 5 days of your order, get in touch with us using the 'contact us' form on this website and we’ll do our best to sort it out.
HOW DO I TAKE CARE OF MY POUCH AUSTRALIA PRODUCT?
To refresh your Pouch Australia product, remove the toys or other items you have stored inside. Shake it out, give it five minutes in the dryer on low heat and it will feel good as new. Gentle spot cleaning is recommended but if times have been tough and your Pouch has attracted dirt or grimy spots, please cold hand wash or gentle cold machine wash using mild detergent and hang to dry in the shade. Colours may run or fade. Wash separately. If you choose to iron your product, use iron on low heat and avoid the labels, rope and the screen printed designs as these could melt under the iron.
HOW DO I TAKE CARE OF MY LELBY'S BEAN CHAIR, BAG OR OTTOMAN?
All Lelby's products come with an inner calico lining with a child proof safety zip. The outer cover is 100% cotton and can be machine washed with mild detergent then hung to dry in the shade. They are all sold without beans. The Bean Bag requires approximately two and a half 500gm bags or two and a half 100L bags of beans. The Bean Chair requires approximately two 500gms or two 100L bags of beans. Lelby's ottomans require approximately 250 grams of beans or 500L. You can purchase beans at Walmart, Target and on Amazon etc.
HOW CAN I BE SURE THAT I AM BUYING A GENUINE AND OFFICIAL ORIGINAL POUCH AUSTRALIA PRODUCT?
Sadly there are poor quality copies and rip offs on the market. Pouch Australia works with carefully selected partners to ensure your experience of purchasing a Pouch Australia product is in line with the satisfaction you will enjoy in bringing the product into your life. If you have any doubt about the authenticity of a product you are considering purchasing please contact us at sales@playpouch.com.au to check whether the retailer is authorised. Pouch Australia products are always sold boxed with company contact details and have rubber or vegan leather logos with trademarked and registered branding stitched in.
IS THE PERSONAL INFORMATION I PROVIDE WHEN MAKING AN ORDER SECURE?
Pouch Australia collects and uses your personal information for the purposes of delivering your order and staying in touch regarding promotions and special offers. We will never sell or share your information with other organisations and we respect your privacy.
WHAT SHOULD I STORE IN THE PLAY POUCH?
The possibilities are endless! Play Pouch is a stylish storage solution that is so easy to live with. It is a place to play and is simple to pack away by just gathering everything on the Play Pouch and pulling on the ropes to gather the Pouch together. Use it for Shopkins, Lego, Duplo, Barbie dolls, Sylvanian Families, teddies, dress-ups, hats and beanies, sporting equipment, beach toys and towels etc. Either tie a knot in a the ropes and let it rest on the floor or hang it safely on a hook or a door handle!
TERMS OF USE:
We reserve the right to make changes to our site and products at any time without notice. If we make a change to or cancel an order due to stock levels or other circumstances we will make every effort to contact you via your email address or phone number provided when the order was placed. All content on this website is protected by International copyright laws and is exclusively owned by Pouch Australia. Play Pouch and Mini Pouch are not official Lego products and have no affiliation with any of the products used in the promotional imagery or in text, other than Play Pouch.