FAQ
We have your questions covered...
Company Transparency
Nana Huchy is an established, 100% Australia-owned small business. We have been around a long time & we can't quite believe that in 2022, we celebrated 20 years! Having been in the business for two decades, we have learned many lessons over the years through making mistakes, successful ideas, market research & most importantly, listening to our customers.
One of the things we're asked a lot is where & how our products are made. We are grateful that our customers are asking these important questions & as such, we would love to take the time here to answer honestly.
All our products are designed here in Australia. As much as we would love them to be manufactured here too, we are unable to do this. Aside from the high costs involved, Australia no longer has local factories to accommodate our superior quality & high level of production.
We proudly manufacture all our Gift Cards in Australia, our Toys are ethically made in China & our Baby Blankets are made in India from Oeko-Tex approved cotton.
We've worked with the same company in China for over fifteen years. They are a wonderful company to work with & are BSCI Certified (Business Social Compliance Initiative). This means they have been independently audited for various performance areas including but not limited to:
- Ethical Business Behaviour
-Protection of the Environment
-No Child Labour
-No Bonded Labour
-Workers Involvement & Protection
-No Discrimination
-Fair Remuneration
-Decent Work Hours
-OH&S
Of course, we also work with many other small Aussie businesses, for example, printers, stylists, book-keepers, agencies, freight companies, photographers, the list goes on. When you support Nana Huchy, you’re not only supporting a small family business, but the families of our Australian employees too.
Are your products safe for children?
We take child safety very seriously & all our products are independently safety-tested as follows:
-Australian / New Zealand Standard AS/NZS ISO 8124.1:2019 (safety aspects related to mechanical & physical properties)
-Australian / New Zealand Standard on Safety of Toys Pass AS/NZS 8124.2:2016 (flammability)
-Australian / New Zealand Standard on Safety of Toys AS/NZS ISO Pass 8124-3:2021 (for toxic elements test)
What are your products made from?
We use a variety of fabrics including cotton, linen, polyester & blends. The interior fill contains polyester fibres and, when applicable, plastic pellets are used to shape and weight the toys. The pellets are safely bagged inline with AS/NZS Child Safety requirements.
Our baby blankets are made from 100% toxin free Oeko-Tex-approved cotton, signifying quality cotton manufacturing.
Do your toys have beaded/plastic eyes?
Where possible, we use a stitched eye. On the occasions when we cannot use stitched eyes, we will use beaded eyes. They are safe, secure & pass the safety tests outlined above.
General Questions:
How much is domestic delivery?
-Domestic orders under $120 incur a flat rate of $9.90.
-Domestic orders over $120 ship for free.
-Domestic Express Post incurs a flat rate of $17.00
(Note: Express Post orders will be packed & shipped as a priority, however next day delivery is NOT guaranteed by Australia Post.)
Do you ship internationally?
Yes. International shipping costs are calculated at the checkout. Please be aware that some international orders will attract import duties & taxes. Any such taxes, if levied, are the responsibility of the purchaser. For more information about possible import duties & taxes please contact your local customs authority.
How long does delivery take?
We work hard to ship your order promptly. Please allow 24-48 hours for your order to ship. We ship from our warehouse in Clayton, Victoria, 3168. Delivery times vary depending on your shipping address, click the links below to check delivery times.
https://auspost.com.au/service-updates/international-delivery-times
Do you have a shop front?
We have a warehouse Outlet in Clayton where you can shop Samples, Seconds & Discontinued Items.
Please note, we do not have our current collection available at the Outlet. If you're looking for an item from our current collection please order online or contact your local Nana Huchy stockist.
Nana's Toy Outlet details can be found here.
Can I pick up my order?
Yes, you can collect your order from our warehouse in Clayton, Melbourne. To pick up your order, please select "Pickup" as your Delivery Method at the checkout & we will let you know when your order is ready. We will do our best to accommodate fast turn-around, however, if your pick-up is urgent, please let us know via email.
Pick up times are Monday-Friday 8am-4pm (excluding Victorian Public Holidays) from our warehouse in Clayton, Victoria.
Do you offer returns?
Due to child safety, we have a No Returns policy for change of mind.
In the unlikely event that an item arrives damaged through the delivery process, please email Nana Huchy at sales@nanahuchy.com.au to arrange for the item to be returned & a replacement organised. Damaged goods must be returned within 7 days & notified in writing within 24 hours of receipt.
See here for our full refund/exchange policy.
Can I cancel my order?
If you wish to cancel your order, please contact Nana Huchy immediately via email sales@nanahuchy.com.au Once payment for an order has been accepted, cancellation is at the discretion of Nana Huchy.
Can I contact Nana Huchy directly?
Of course, we would love to hear from you. Please see our contact page to get in touch.
Do you offer PayPal or AfterPay?
No we don't offer PayPal. Our website it hosted by Shopify, which is PCI level 1 compliant for credit card processing which means it adheres to the highest standards of server compliance. Please rest assured your credit card is safe when using our website.
If you're looking to use AfterPay many of our stockists facilitate this, so you may be able to purchase your Nana Huchy goodies using your preferred payment method via one of our stockists.
Can I send my order as a gift?
Absolutely! We love gifting at Nana Huchy - giving is always more fun than receiving.
We wrap all items in white tissue paper & seal it with a Nana Huchy sticker. If your order is a bundle or a set & is tricky to wrap in tissue, it will be sent in one of our beautiful complimentary tote bags.
Many of our products have their own matching Gift Cards. If you purchase one of these, we will happily hand-write your message to your loved one on your behalf. Simply tick yes to "Is this a gift” at the check-out & make sure you remember to add your personal message.
What does "Coming Soon" mean?
"Coming Soon" means the item is currently out of stock & will be restocked soon(ish).
If you’d like to find out an expected arrival date for a particular product please email us sales@nanahuchy.com.au
Or simply click the “Notify Me” button on the product & we will send you an email as soon as the item is available.
Do you have gift vouchers?
Yes! We offer vouchers of $25, $50 & $100. Order yours here.
Are you on social media?
Yes, we sure are! Join us for the goodness on Instagram & Facebook.
Do you wholesale?
Yes. If you would like to apply to become a Nana Huchy stockist, please click here & complete the trade application form. If you have any questions, feel free to contact us.
Where are your stockists?
Nana Huchy products are stocked in beautiful boutique stores throughout Australia, New Zealand & dotted across the world. You can find a list of our stockists here.
Do you have a mailing list?
Yes, we’d love you to join the Nana Huchy family.
Subscribe here to be the first to know about new arrivals, giveaways & other fun stuff.
Oh, & if you're wondering how to pronounce "Huchy" it's H-ooch-y, not Hu-tch-y.
Love,
Lucy