Frequently Asked Questions

If you need to contact us about anything at all, please email us on support@gentledonkey.com.au. Please note our office hours are Monday - Saturday 9am - 6.30pm Melbourne time.

Delivery charges depend on the destination, please see our Shipping Policy page for full details. 

Unfortunately, we are unable to ship any orders outside of Australia at the moment.

If your item is missing, faulty, damaged or not as expected please contact us first by email on support@gentledonkey.com.au, and state your order number, the product which is at fault, and the issue. We may be able to issue a refund/replacement without a return (we may require photos in this instance). Please see our Refund Policy page for full details.

We hope that you love every single item that you purchase from us. However, if you do need to return an item for whatever reason, the initial postage and packing charge, and any further costs incurred in returning the item, is non-refundable. Please return the item together with original packaging and we will process the refund/exchange once we have received your item. Please see our Refund Policy page for full details. 

Each time you order through our website, you will receive emails to keep you updated, which include an order confirmation email that should arrive in your inbox immediately letting you know your order was received. And a shipping confirmation email will be sent to you once your order has dispatched, including tracking details, to let you know that your order is on its way to you.

It is required by law to charge GST for orders shipped to Australia where we conduct business. Therefore, all of our orders will include GST where such taxes are imposed. 

Changed your mind? Please contact our Customer Care team as soon as you realize that you need to change the details of your order. Please note that if your order has already been processed, it may be too late to cancel or change the delivery. You can return the order once it is received. In the event you refuse an order after it has been shipped, you'll be responsible for any shipping charges related to that order.

No. You can check out as a guest. But if you set up an account we will hold your billing and delivery details to make shopping easier next time. You can update your details at any time.

Your privacy is of the utmost importance to us. At Gentle Donkey we take every step to keep your financial information private and safe, and all transactions occur in a secure area of our site so that you can buy online with confidence.

Our ABN number is 98 624 419 987.