faqs

Please see our frequently asked questions below. If your question isn’t covered, please feel free to contact us via our contact page.

DELIVERY

Do you deliver Australia wide?

Yes. If our shipping calculator doesn’t work for your location please email us and we will organise a quote.

Our items are LARGE and because of this we cannot deliver to post office boxes, private bags or parcel lockers.

Our items are delivered to your home or workplace and require a signature for your safety.

If you require any more information on shipping please contact us at https://ship.assist@softlysummer.com.au

DELIVERY TIMES- these can vary with public holidays/ promotions/ natural disasters such as fires, floods & pandemics.

  • Softly Summer is an online business based in Burleigh Heads on the Gold Coast QLD Australia.
  • Delivery times for most Australian locations are between 2 to 7 business days from pickup.
  • There are some parts of Australia including but not limited to- Western Australia, the Northern Territory & Tasmania where our courier companies have to use a local on forwarding company which prolongs delivery times and will require longer delivery times, generally 8 to 14 business days.
  • New Zealand shipping can also vary and generally takes between 8 and 14 business days from pick up.

ORDER TRACKING-

  • You will receive an email from the Courier Company confirming your order has been picked up. This email will supply you with your tracking number and tracking information, this provides a link to the courier company so that you can contact them if required.
Do you deliver internationally?

Yes we do!

We ship to New Zealand & the USA ~ simply enter your address at checkout and it will calculate the shipping for you.

Other countries ~ feel free to contact us at hello@softlysummer.com.au and we can arrange a quote for shipping overseas.

PLEASE NOTE- Please choose carefully. We do not allow returns for change of mind on overseas deliveries. We open all overseas items and give them a thorough examination before they leave our warehouse to ensure that there are no unforseen faults.

WARRANTY, RETURNS & REFUNDS

What is the warranty on your mats?

Softly Summer mats come with a 6 month warranty. Warranty does not cover damage caused by incorrect use or general wear and tear.

Do you have a refund policy?

Yes we do.

Please note our following conditions to all returns.

Contact us at hello@softlysummer.com.au to make arrangements.

Return conditions below apply to all returns.

  • The purchaser must check over the mat or gather sack and contact us if there are any defects within the first 48 hours for a no questions asked return.
  • All products are checked prior to posting. Should a product slip through our quality control & be faulty Softly Summer will replace the goods.
  • You must complete your return within 14 days of the date of delivery.
  • The product must be unused and in original condition & packaging.
  • A refund will be provided of the original purchase price, less the return shipping cost.
  • The purchaser is responsible for return delivery costs unless the product is faulty.
  • Softly Summer will pay postage if the product is deemed to be faulty, however the original postage will not be refunded.
  • After the mat or gather sack has been returned and inspected we will contact you to arrange a refund.
  • Refunds do not apply to sale items.

NOTE- All returns are subject to the above terms and conditions being met including our cleaning and care instructions.

Can I return a mat after purchase/delivery?

Yes.

Please note our following conditions to all returns.

Contact us at hello@softlysummer.com.au to make arrangements.

Return conditions below apply to all returns.

  • The purchaser must check over the mat or gather sack and contact us if there are any defects within the first 48 hours for a no questions asked return.
  • All products are checked prior to posting. Should a product slip through our quality control & be faulty Softly Summer will replace the goods.
  • You must complete your return within 14 days of the date of delivery.
  • The product must be unused and in original condition & packaging.
  • A refund will be provided of the original purchase price, less the return shipping cost.
  • The purchaser is responsible for return delivery costs unless the product is faulty.
  • Softly Summer will pay postage if the product is deemed to be faulty, however the original postage will not be refunded.
  • After the mat or gather sack has been returned and inspected we will contact you to arrange a refund.
  • Refunds do not apply to sale items.

NOTE- All returns are subject to the above terms and conditions being met including our cleaning and care instructions.

SAFETY

Do your mats comply to International safety standards?

Softly Summer play mats have been independently tested and pass European EN71 Toy Standards, ensuring high quality and safety.

Our padded play mats are made from non-toxic, biodegradable TPU Polyurethane. They have been extensively tested to ensure they surpass International Toy Safety Standards and are extremely safe for you and your family.

Once composted TPU Polyurethane will biodegrade after 3 to 5 years.

Softly Summer Gather Sacks are made from 100% cotton canvas with a Dacron rope drawstring ~

  • Parental supervision is required with children under 3 years.
  • LONG CORD HAZARD! Prevent possible strangulation or entanglement.
  • Small parts- CHOKING HAZARD 2 toggles on the drawstring – these can be removed for safety

CLEANING & CARE

Info about our mats & How do I care for my mat?

PADDED PLAY MATS ~ our mats are amazing quality however they are not indestructible! Please treat them with kindness.

BEFORE FIRST USE

  • Check your play mat over to ensure it is in optimal condition.
  • We highly recommend taking your mat out of the box, check it over, then roll it up in the opposite direction and put it back in the box over night. This is because our mats are made from memory foam with a very good memory and they can take a while to settle, anywhere from a few hours to a few days or more before they are completely flat and crease free. (although some flatten much quicker)
  • Keep the velcro straps in a safe place, they are very handy when wanting to transport or store the mat.
  • Wipe down with a wet soapy cloth.
  • Please note- A slight yellowing discolouration may be present around the edges of lighter coloured mats. This occurs because of a heat-sealing process. This is characteristic of the product and not a fault. Our play mats are made WITHOUT toxic plasticisers and chemical and colour stabilisers which means that lighter mats can yellow/discolour over time (this is exacerbated by sunlight, heat and exposure to harsh cleaning products).
  • Our play mats are made from the highest quality, non toxic biodegradable TPU (Polyurethane). TPU was developed to be a safer alternative to PVC, and once composted will biodegrade after 3 to 5 years. PVC is toxic and will retain its form for decades, only breaking down into smaller pieces, it is said to be the most environmentally damaging plastic and can release harmful chemical emissions. TPU does not require harmful substances such as PVC, BPA, phthalates, formamide, or formaldehyde. TPU is safe and because of this is frequently used in medical applications. Lighter mats can yellow/discolour over time (this is exacerbated by sunlight, heat & harsh cleaning products) Our play mats are made WITHOUT plasticisers and chemical and colour stabilisers, because we are concerned with the health and safety of our little ones and our planet, and because of this our play mats require a little extra care and kindness.
  • Avoid prolonged direct sunlight to avoid discolouration and heat damage.
  • Avoid sharp and rough objects as they can tear the outer layer of the mat.
  • Avoid using marker pens or permanent markers.
  • Avoid hot substances or vessels containing hot substances.
  • Not intended for outside use. (At your discretion on a nice smooth surface they can of course be used for short periods outside. Amazing on smooth wooden decking and tiles. But definitely not on rough surfaces such as rocks, sticks or rough concrete)
  • Not recommended for pets as they can cause damage with sharp claws. (At your discretion as some dogs and cats are absolutely fine using our play mats, however some cats will use them for scratch poles and some playful dogs with long sharp claws can pierce the outer layer)
  • Not suitable for washing machines or steam cleaning. (There is absolutely no need! Simply wipe clean)
  • Wipe clean with a damp soapy cloth.
  • Do NOT use harsh detergents, essential oils, alcohol, bleach or abrasive cleaners (such as Jif or Gumption) as they may damage the surface of the mat.
  • Avoid placing heavy furniture on your mat for prolonged periods as it could cause indentations.

GATHER SACK ~ CARE INSTRUCTIONS

  • Machine wash cold
  • Liquid soap recommended
  • Line dry in shade or tumble dry on low immediately after washing
  • Do not soak metal parts for prolonged periods
  • Keep metal parts away from salt water
  • No bleach

PLEASE BE AWARE:

FAILURE TO ADHERE TO THE CARE INSTRUCTIONS MAY VOID YOUR WARRANTY.

Purchasing Pre-ordered stock
When purchasing an item that is on pre-order you are ordering stock that is not currently in our warehouse and is yet to be shipped or is in transit. The date of availability can change with shipping delays so we can only give an estimated date of arrival. As soon as the stock is in our hands we endeavour to get it delivered to you as quickly as humanly possible. We will keep you in the loop with emails and updates on our social media~ @softlysummer

IMPORTANT SHIPPING NOTE FOR PRE-ORDERED ITEMS- When purchasing an item on pre-order you can purchase items that are currently ‘in stock’ in the same order but they will all be delivered together at the time of the pre-ordered items arrival. If you require your ‘in stock’ items to be delivered sooner you will be required to make two orders. This is because of the seperate shipping costs.

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