All Ears: Your Questions Answered

Pail Rabbit is your go-to destination for discovering unique and high-quality products from a variety of amazing brands. We curate a collection of items that are practical, stylish, and designed to brighten your day. From home goods to lifestyle essentials, we carefully select products that stand out from the rest.

We live and work in lovely (mostly sunny) Sydney, Australia. We do not have a retail storefront and all orders are shipped out from Sydney.

Nope! You are more than welcome to checkout as a guest. However, creating a free account makes it super easy to track your current orders, view your past purchases, and breeze through checkout the next time you hop back to our store!

Send us an email at: cs@pailrabbit.com. You can also come chat with us on our website. If you've already placed an order with us and want to get in touch about that specific order, you can also reply to your order confirmation email. We'll respond as quickly as we can to help you out!

100%. We are an authorised stockist for every brand we carry, including Jellycat, Sons + Daughters, and Corkcicle. All products are sourced directly from the brands or their official distributors, so you can shop with total confidence knowing you are getting the real deal.

Safety is our top priority. We strictly ensure that all our baby products meet or exceed Australian Safety Standards. We only stock brands that we trust and would use for our own families.

We know kids grow fast! We have included size guides on most of our product pages to help you choose the perfect fit. If you’re still unsure, feel free to chat with us or email cs@pailrabbit.com with the product you're looking at, and we’ll give you our best advice.

You certainly can! However, please note that we dispatch orders completely. This means your entire order will be held and shipped together once the pre-order item arrives at our warehouse. If you need the in-stock items straight away, we highly recommend placing two separate orders!

We're all about speedy order processing here at Pail Rabbit! If you need to make any changes—whether it's swapping an item or updating your delivery address—please reach out ASAP. The fastest way to reach us is by emailing cs@pailrabbit.com or dropping into our chat with your order number and the changes you need.

We will do our absolute best to intercept it for you, but because our team packs so quickly, we cannot guarantee that changes can be made before the courier collects your parcel.

Note: If we are able to successfully update your order or address, please be aware that it will add one extra business day to your dispatch time!

We've got good news and bad news. Shoot us an email at cs@pailrabbit.com ASAP to request a cancellation. We're usually pretty quick with processing orders to meet our 3:00 PM AEST daily cut-off, so it's important to let us know pronto. If your order has already been shipped, sorry, it's too late to cancel. But if it's still in our hands, we'll happily process a refund for you (minus any pesky transaction fees).

If your order is already on its merry way 🚚, no worries! You can always return the items for a refund or store credit once they arrive. Please note that this will be treated as a standard return, which means the return shipping costs and standard restocking fees will apply. Just head over to our Returns Policy for all the details and to book your return.

No worries, just reply to the confirmation email you got and we'll get in touch with you right away to help out. Or, if you lost that email, you can reach us at cs@pailrabbit.com.

If the item you ordered is out of stock or can’t be sent because it’s faulty, don’t worry—we’ve got you covered! We’ll notify you right away and offer some alternative options to choose from. Just a heads-up, though—some alternatives might come with extra costs. If none of the options work for you, no problem at all—we’ll issue a full refund to your card or account within 3-5 business days.

If you haven't received an order confirmation email, it is likely the result of one or two things:

• Your order was never actually placed and processed.
• You may have entered an incorrect email address with your order.

If you are certain that the email address linked to your order is correct, please check the spam folder for your order confirmation. In the event that you still cannot locate an order confirmation, please get in touch with us via email or live chat.

We want to make checkout as easy as possible! We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. We also offer Afterpay so you can shop now and pay later.

Absolutely. We take security very seriously. Our website is encrypted with SSL technology to ensure your personal and payment details are kept safe and secure. We do not store your credit card information.

Yes! We offer digital gift cards which are perfect for baby showers, birthdays, or last-minute gifts. They are delivered instantly via email and have no processing fees.

For Australian deliveries:

• Express Shipping: Flat rate of $12, or FREE for orders over $250.

Note: Bulky items (over 5kg or large dimensions) are excluded from free shipping and will be calculated dynamically at checkout. Please allow an additional 2–4 business days for bulky item deliveries.

For International deliveries:
Shipping fees are calculated at checkout based on your package’s size, weight, and exact destination.

If you place your order by 3:00 PM AEST Monday–Friday, our team will pack it up that very same afternoon so it's ready for the courier to collect the next business day! Orders placed after 3:00 PM or on weekends will hop into the next business day's packing queue.

Once shipped, you will receive an email with your tracking info. Important Note: By default, our parcels are sent with Authority to Leave. If your package is damaged in transit, please contact us immediately! However, please ensure your delivery location is secure, as we are not responsible for parcels that are lost or stolen after they have been safe-dropped by the courier.

Once your order is packed and ready to be on its way, we will email you the tracking number so that you can keep tabs on the whereabouts of your goodies.

Don't panic just yet! Sometimes couriers scan parcels as "delivered" a few hours before they actually arrive. We recommend checking with your neighbors, looking in hidden spots (behind planters or bins), and checking with your building manager if you live in an apartment. If it still hasn't turned up after 24 hours, please contact the courier directly to launch an investigation, and let us know so we can keep an eye on it from our end!

We sure do! We offer international shipping to a wide range of countries including: Belgium, Canada, China, Denmark, Finland, France, Germany, Hong Kong, Iceland, Indonesia, Ireland, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, United Kingdom, and the United States.

✈️ Important Note on Restrictions:
Some of our brands have strict territorial restrictions, and certain bulky items are simply too heavy to fly overseas! Because of this, international shipping availability depends entirely on the specific items in your cart.

The easiest way to check? Just add your items to your cart and head to checkout. If we can ship that exact combination of goodies to your country, your shipping options and rates will automatically appear!

Generally, Standard Shipping takes 8–13 business days, while FedEx International takes 5–7 business days.

International orders may be subject to import duties and taxes on receipt of the package in the destination country. The customer is responsible for any customs charges that may be applied to the shipment. Unfortunately, Pail Rabbit has no control over these charges. Customs determines these charges and Pail Rabbit has no way of knowing what these charges may be.

First, check the tracking link sent to your email (and peek in your spam folder just in case!). If a delivery attempt was already made, your package might be waiting at your local post office or depot for collection.

If it's truly stuck in transit, please email us with your order number!

International Customers: Please remember tracking may temporarily "pause" for several days while the package clears your local customs—this is completely normal!

Please note: While we dispatch orders incredibly fast, all delivery dates are estimates. We are unable to refund shipping fees for delays caused by the courier network once the parcel leaves our hands, but we will absolutely do everything we can to help you track down your goodies!

We are sorry, but for logistical reasons, we are not able to offer the Pick-up in Store option at this time.

Every Pail Rabbit order is treated like a gift! While we don't use traditional external wrapping paper, we beautifully wrap all our items in our signature tissue paper. It looks absolutely lovely right out of the box and is completely ready to be gifted.

Don't worry, we never include the price on any of the packages that we ship out!

Reply to your order confirmation email and let us know that you meant to include a note. If it hasn't shipped yet, we'll make sure it is included.

Yep, we are happy to offer a store credit or refund on an item you've purchased from us! We try to keep things as simple as possible. Please refer to our full Returns Policy for all the nitty-gritty details, but here is the quick version:

• Returns must be initiated within 14 days of your package being delivered.
• Holiday Extension: Purchases made between Nov 25th and Dec 24th can be returned until January 14th!
• Items must be brand new, unused, with tags attached and in original packaging.
• Hygiene items (swimwear, face masks, sunshields, etc.) and sale items cannot be returned for change of mind.
• There is a $10 restocking fee per item (capped at a maximum of $30 per order), but we waive this entirely if you choose store credit!
• Return shipping is a flat $14.95 AUD via our AusPost portal.

If you have a faulty item, please reach out to us right away so we can organize a repair, replacement, or refund for you.

We've got a different, faster approach! Instead of direct physical exchanges in the mail, we make it easy to get what you want without the penalty. Simply place a new order for the correct size/item immediately on our website to secure the stock. Then, email us your new order number when initiating your return, and we will waive your restocking fee because you stuck with us! 🐰✨ Easy peasy.

We sure do! We offer a discount on all first-time orders. Simply sign up to our newsletter to receive a welcome email with your unique promo code.

Simply enter your discount code in your basket before proceeding to checkout ensuring that the code is entered exactly as received, with no additional spaces or characters.

Kindly be advised the offer is applicable to online purchases only and is not cumulative with any other offer, promotion, or special pricing agreement.

Oh no! When you sign up to our newsletter, you are automatically sent a confirmation email with your unique coupon code offering 10% discount off your first order.

This can take up to 24 hours to process... Sometimes it may go into your Spam/Promotions folder, so please check in there if you have not received it.

If you can't find the email please try signing up again and make sure you entered your email address correctly. You can also try an alternate email address if you have one.

If both these have been re-checked and you still have not received your discount code, please get in touch with us via email or live chat.

You must enter the discount/promo code when you are checking out as it can't be applied later.

If you find that your promo code isn't working then please check the below:

• Email Mismatch (The #1 Reason!): Welcome codes are locked to the exact email address you used to sign up. If you use a different email address at checkout (or if a quick-checkout method like Apple Pay or Shop Pay defaults to an old email), the code will be rejected.
• Our codes are unique and single-use: If you found a code on a coupon website, it will not work. The only time a code from a friend will work is if it is an official referral code! Otherwise, our welcome codes are uniquely generated for one-time use per customer.
• You can only use one promo code per order. This applies to our free delivery codes too.
• Promo codes cannot be used for gift vouchers, or any sale items.
• As our promo codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date.

If your promo code is still not working after checking all of the above, then please get in touch with us via chat or email us—we'll be happy to help.

If you hit us up at cs@pailrabbit.com within 7 days of placing your order, we'll hook you up with a store credit that matches the value of your discount code. We're nice and helpful like that. 💌