Shipping policy

Shipping & Delivery

Serenity Kids is proudly based in Melbourne, Victoria and ships Australia-wide directly from our Melbourne showroom and suppliers warehouses.

All domestic orders are shipped via trusted local couriers or Australia Post.

Please allow 1–5 business days for order processing. Processing times may be longer during peak periods, public holidays, or promotional events. Please note that Maxi-Cosi orders often require additional processing time. Pre-order ETA dates listed on products do not include processing times.

Delivery timeframes provided are estimates only and may vary due to courier delays, weather events, peak periods, or circumstances outside of our control.

Pre-order arrival dates are estimated by suppliers and may change without notice.

Orders containing multiple items may be shipped separately depending on stock availability and warehouse processing times.

Please ensure all shipping details are entered correctly at checkout, as Serenity Kids cannot be held responsible for parcels that are lost, delayed, stolen, or delivered incorrectly due to incorrect address information provided at the time of purchase.

Authority to Leave

Unless otherwise requested, orders are shipped with Authority to Leave. This allows the courier to leave your parcel in a safe location at the delivery address if deemed appropriate.

If you would prefer a signature on delivery, please leave a note in the notes section at checkout advising that a signature is required.

Once a parcel has been marked as delivered by the courier, Serenity Kids is not liable for any lost, stolen, or missing parcels, including parcels left with Authority to Leave.

If no safe place is available, Australia Post may redirect your parcel to a local collection point. Couriers may also offer redelivery options where applicable.

Tracking Your Order

Once your order has been dispatched, tracking details will be provided so you can follow your parcel’s journey.

You can also track your order by tapping the mail icon at the bottom right-hand corner of our website and entering your order number and email address.

Damaged Parcels & Incorrect Orders

Please notify Serenity Kids within 24 hours of receiving a damaged parcel and provide clear photographic evidence so we can assist with a courier claim promptly.

Any incorrect, missing, or damaged items must be reported to Serenity Kids within 48 hours of delivery with supporting photographic evidence where applicable.

For bulky furniture deliveries, customers should inspect packaging upon arrival and notify us promptly if there is visible transit damage before assembly or use.

Bulky & Oversized Items

Bulky items shipped via courier are unable to be sent to PO Boxes or Parcel Lockers.

Customers are responsible for ensuring someone is available to receive large or bulky deliveries where required. Couriers are contracted for standard delivery only and are unable to carry items upstairs, inside homes, or assist with assembly.

While most orders ship at the standard rate shown at checkout, some regional, remote, or hard-to-access areas within Australia may incur additional shipping charges from our courier partners due to limited delivery access.

In these cases, Serenity Kids reserves the right to contact customers with a revised shipping quote prior to dispatch. If the revised shipping cost is not suitable, customers will have the option to cancel their order for a full refund.

In rare cases where shipping costs are excessively high or delivery is not serviceable by our courier network, Serenity Kids reserves the right to cancel and refund the order.

If a parcel is returned to Serenity Kids due to an incorrect address, failure to collect, or unsuccessful delivery attempts, additional shipping fees may apply for redelivery.

Order Security

For the protection of both our customers and our business, Serenity Kids may contact customers to verify order details where an order appears unusual or potentially fraudulent. In some instances, orders may be cancelled and refunded as a precautionary measure.