Frequently Asked Questions
Q. Who is roastedfox?
We are a family business. In 2012, we opened a retail children's store in our Yarra Ranges hometown with a dream to let kids be kids and bring the art, wonder and love back into the too often commercial world of children's toys, clothes and accessories. That store, Hugs for Kids, is now onto its second store and exciting kids across Melbourne.
When opening the store, one of the things we wanted was kids clothes that were colourful and comfortable without all the branding, logos, slogans and grown up style. And that fit all ages. While there were brands that met some of the parameters, none ever checked every box.
So one day, the unspoken was finally said out loud when I said, "Bugger it, let's just make our own!".
In that moment, roastedfox was born.
Q. Are you a reputable business?
We like to think so. And in general it seems our customers do to. But don't take our word for it, take a look at our testimonials and see for yourself.
Q. Are you stable and secure?
When you buy from roastedfox, you buy safe in the knowledge that we are a "proper" business backed by a ricks and mortar store as mentioned above. In fact, it is our physical store in Belgrave, Victoria where your online orders are lovingly picked, wrapped and packed by our shop staff. And that is part of what makes roastedfox so special. You are not just a web order or a faceless number, you are a customer. Our customer. And that makes you special too. You can read more about us here.
Q. What sort of products do you sell?
At roastedfox, we want to do everything we can to let our kids be kids for as long as they need. Adulthood is encroaching on our littles earlier and earlier and that's not what any parent wants. Kids clothing styles are becoming more adult every day. Fashion trends are being thrust upon them wherever they turn. And clothes are either too cheap to take a beating or too expensive to take a beating.
It's time to take a stand. So we've made clothes that are beautiful, engaging, personal and durable. Clothes that make a statement without saying a word.
Clothes that our kids love, and that we love on our kids. We know you'll love them too.
Q. Who do you cater for?
Not only do we have an amazing range that will satisfy your every need, it will also cover y your kids from six months to ten years old. We're not just for babies, not just for toddlers and not just for school kids. Boys or girls, we've got something for everyone.
Q. Do you stand by your products?
Our own kids wear the products we make, so do we care about what we put on the shelves? You better believe it. If it's not good enough for our kids, it's not good enough for yours.
Q. What payment options can I use?
You can choose to pay for your purchases via Visa or Mastercard. When purchasing from roastedfox your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology as is the industry standard. You can read more about this here.
If you are a business, educational institution or organisation and wish to pay via Cheque or Direct Deposit, please contact us for details.
Q. What are your delivery timeframes?
Here at roastedfox, we deliver via Australia Post shipping and delivery services. All orders will be processed and dispatched with 24 hours of payment confirmation and delivery times after dispatch depend on the shipping option selected by the customer. You can view these timeframes and more details here.
Q. What are your shipping fees?
We offer free shipping on all orders over $99* for non-express orders. You can view our delivery pricing structure here.
Q. Where do you ship to?
At the moment, roastedfox only delivers products within Australia and New Zealand. If you wish to arrange a delivery to another country, please use the form at the bottom of this page to contact us for a customer shipping quote.
Q. Do you offer lay-by?
Not at this time but we do offer an alternative know as Afterpay which allows you to receive your purchases immediately but only pay for them over four interest-free fortnightly payments which is even better.
Q. What if I'm not satisfied with my purchase
At roastedfox, we are committed to customer service. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only. We reserve the right to not offer a refund or an exchange coupon.
Your first purchase from roastedfox is protected by our Size Guarantee. After that, when purchasing clothing, please choose carefully. We will exchange for a different size only if available. If there are no alternative sizes available in that style, we will exchange for another item of your choice only if it is a current style, in stock and the item you purchased was full price. If you are purchasing clothing on sale, we will exchange for another size if available, however we cannot exchange it for another style.
If you do wish to return an item, please see out Returns & Refunds policy.
Q. Are my personal details secure?
Q. What about cookies?
Q. What do you do with my information?
Any information we collect is used only to identify and process your orders, to personalise your shopping experience with us, to offer you rewards and prizes or to provide you with relevant information such as being included on our newsletter list. We will also retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements. We will never release your personal information to third parties except where required by law. More information on our use of your information can be found here.
Q. What about payment security?
If you have any questions that we haven't covered here, please feel free to use the form below to ask and we'll get back to you ASAP!