Refund policy

Last updated: August 2026

We want every Stepmojo order to arrive ready for a happy celebration. If something isn’t right with your order, please get in touch and we’ll do our best to sort it out quickly — especially if your party date is coming up.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged, missing, or different from what you ordered, please contact us as soon as possible.

To help us resolve the issue quickly, please include:

Your order number
A brief description of the problem
Clear photos of the affected item or packaging, where relevant
Your party date, if the order is for an upcoming celebration

For Party Pack orders with an upcoming party date, please let us know straight away so we can consider the most practical solution before your celebration.

Depending on the circumstances and your rights under the Australian Consumer Law, the appropriate remedy may include a replacement, refund, or another suitable solution.

Nothing in this policy limits your rights under the Australian Consumer Law.

Change-of-mind returns

For standard Stepmojo products that are not personalised or prepared as part of a customised Party Pack, we accept change-of-mind returns within 30 days of delivery, provided the products are:

Unused and unopened
In their original packaging
In resalable condition
Returned with all included components

Please contact us before returning an item.

For approved change-of-mind returns, the customer is responsible for return postage. Original delivery charges are not refundable unless required by law.

Party Pack cancellations and returns

Party Packs are prepared according to the choices made in your Party Plan, including the number of guest gifts, selected collections and other party preferences.

If you need to cancel or change your Party Pack, please contact us as soon as possible.

Before preparation begins

If we have not yet started preparing your Party Pack, we will generally be able to cancel the order or help you make changes.

After preparation begins

Once we have started allocating, preparing or packing products specifically for your Party Pack, we may not be able to accept a cancellation or change-of-mind return.

This does not affect your rights if an item is faulty, damaged, incorrectly supplied, or otherwise covered by the Australian Consumer Law.

Birthday Hero Packs and personalised items

Qualifying Party Packs may include a complimentary Birthday Hero Pack.

If your Birthday Hero Pack includes personalised content, such as a personalised birthday card, changes or cancellations may no longer be possible once personalisation has begun.

Personalised products cannot generally be returned for change of mind.

This does not affect your rights under the Australian Consumer Law if there is a problem with the product.

Complimentary items and spare packaging

Some Party Packs may include complimentary items such as a Birthday Hero Pack or spare gift boxes.

If a complete order is approved for a change-of-mind return, complimentary items supplied with that order must also be returned unused and in their original condition, unless we tell you otherwise.

You do not need to return an entire Party Pack simply because one item has a problem unless we ask you to do so or it is otherwise appropriate under the Australian Consumer Law.

Party dates and delivery timing

Our Party Planner may provide timing guidance such as Plenty of time, Getting close, or This date may be too soon.

These indicators are provided as planning guidance based on factors such as your party date, delivery postcode and expected preparation and delivery time. They are not guaranteed delivery dates.

Delivery times can be affected by carriers, destination, weather, peak periods and other circumstances outside our direct control.

If your Party Pack has not arrived as expected and your party date is approaching, please contact us as soon as possible so we can help assess the available options.

Nothing in this section excludes any rights or remedies you may have under the Australian Consumer Law.

Return shipping

For change-of-mind returns, customers are responsible for the cost of returning the products to us.

If a product is confirmed to have a fault or other problem covered by the Australian Consumer Law, we will meet or reimburse reasonable return costs where required.

Please contact us before sending a return so we can provide the appropriate return instructions.

Refunds

Once an approved return has been received and assessed, we will process the applicable refund to the original payment method.

Processing times after a refund is issued may vary depending on your bank or payment provider.

Where only part of an order is being refunded, the refund will apply to the relevant affected items and any other amounts required by law.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The rights described in this policy are in addition to any rights and remedies available to you under the Australian Consumer Law.