About Us

Where are you located?

Our physical store is located at 437 Ipswich Road Annerley Queensland 4103 in Australia.

What are your opening hours?

We are open 9:30am – 9pm Monday, Tuesday and Wednesday; 9:30am – 10pm Thursday, Friday and Saturday; and 10am – 9pm on Sundays. Our online store is open 24/7!

How can I contact you?

To get in touch with our physical store, you can call us on (07) 3895 8945 and you can email us at adultwonderland.orders@gmail.com

Orders

I need to cancel my order. 

Please email us at adultwonderland.orders@gmail.com as soon as possible. 

If your order has not been dispatched, we can cancel the order. However, if the order has already been dispatched from our store, we cannot cancel the order. Once the item has been dispatched, we are unable to stop the delivery process and therefore, cannot cancel the order. Please be certain of your choices before placing your order with us.

Can I add an item to my order after I’ve placed it?

Unfortunately, our system does not allow us to add items to an order once it has been placed. If your order has not been dispatched yet, we can cancel the order for you to place a new order with the additional items in it.

I did not receive a confirmation email / tracking details email.

Please check your spam / junk folder as sometimes our emails can be placed in those folders. If you still cannot find your order confirmation or tracking details, please get in touch with us at adultwonderland.orders@gmail.com.

What payment methods do you accept?

We collect payments via Stripe. We accept all Visa and Mastercard cards as well as Afterpay. We currently are unable to process payments through Paypal.

What appears on my bank statement when I place an order?

The transaction will appear on your bank statement as ‘AW Trading’ and the items will not appear on your bank statement. Please be rest assured that your personal details are secured and cannot be made public.

Are the deliveries discreet?

Our deliveries are shipped in a discreet plain cardboard box with the sender name listed as ‘AW Trading’. The shipping label will not list what items are inside the box. 

Shipping

Where are your orders shipped from?

Our orders are shipped from our physical store in Annerley, Brisbane.

How much does shipping cost?

Standard shipping is a flat rate of $14.95 and Express shipping is $19.95. Orders over $200 can be shipped for free via Standard shipping or can be sent via Express shipping for $19.95.

Do you ship overseas?

Unfortunately, we can only ship orders within Australia. 

Can I pick up the item from your physical store?

Yes, you can. We have a free Click and Collect service which is available as a part of the shipping options. Click and Collect orders are typically prepared within 4 hours. You will receive an email and a text message when your order is ready for collection. 

Please do not come to collect your order before you have received this confirmation message from us, as it may not be ready for collection.

Why does the product say it is only available for Click and Collect?

Certain items will only be available for Click and Collect when they are too large or heavy to be shipped by our shipping providers. For Shoes, we only allow Click and Collect to give the customer the ability to try the shoes on first to make sure they are the correct size as we do not accept returns or exchanges for shoes that are not the correct size. When purchasing shoes, please come to the store to try them on before receiving them.

How long will it take for my order to be dispatched?

Orders are dispatched on Mondays, Wednesdays and Fridays. Orders placed before midday on those respective days will be shipped on the same day. 

Do I need to sign for my order?

If your order is over $300, it will require a signature upon delivery. Orders under $300 will not require a signature. 

I’ve entered the wrong address on my order. How can I fix this?

Please email us at adultwonderland.orders@gmail.com as soon as possible. If your order has not yet been dispatched, we can change the address on the order for you. 

If your order has already been dispatched, you will have to contact Australia Post to organise a redirection for your parcel. You can read more about this process here: https://auspost.com.au/receiving/parcel-deliveries/parcels-in-transit 

We are not liable for parcels that are delivered to an address that has been mistakenly entered on an order. Please make sure the address entered on the order is correct before placing it. If you are paying with Apple Pay or Google Pay, please double check the address is correct as it may default to the address linked to your Apple Pay or Google Pay account.

I did not receive my parcel. What do I do?

Please get in touch with us via email at adultwonderland.orders@gmail.com so we can raise an investigation with our delivery partners. Please note that we are not liable for what happens with our orders after they have been passed to our delivery providers, nor are we liable for orders shipped to addresses that are mistakenly entered on orders. 

Products

Can I ask a question about an item?

Of course you can! Email us at adultwonderland.orders@gmail.com anytime for confidential advice on our products.

Do you price match?

We do not offer a price-match system for our products. We apologise for any inconvenience caused.

What does “shelf wear” mean?

As we are a physical retail store, some items may have shelf-wear from being on display in store. Please be aware that we would never re-sell an item that has been used. Items that have noticeable shelf wear will have a note in their product description outlining this (some items will have an image showcasing the packaging). If you would like an image of the item’s packaged condition before purchasing, please email us at adultwonderland.orders@gmail.com 

Because we outline this on our products listed on our site, we will not accept any returns for an item based on its packaging condition. You can read more about our returns policy here and in the questions below.

Returns

What is your returns policy?

We will only accept returns for faulty items. Due to health regulations, we do not accept returns for change-of-mind purposes or unwanted orders, regardless on whether the item has been opened or not. If an item is returned to us with no fault, the item will be discarded and no return will be processed. Please be sure of the items you want before placing your order with us. You can read more about our returns policy here.

I do not want my order anymore. Can I return it?

We only accept returns for faulty items. We do not accept returns for unwanted items. You can read more about our returns policy here.

Can I exchange an item for a different one?

Sales are final once they have been placed with us. Therefore, we are not able to process exchanges for items. 

How do I return a faulty item?

Please email us at adultwonderland.orders@gmail.com and let us know what the item is along with the fault. If possible, please provide an image or a video of the fault to help us process your warranty claim.

I have a different question not listed above.

Please email us at adultwonderland.orders@gmail.com with any questions you have and we will be more than happy to assist.