FAQS
Here are all our popular questions you may have, answered.
Have more questions? contact us and our Elf Boss will get back to you within 30min 7am-11pm ASEST
Ordering
Ok i'm obsessed, when are you open?
To give our elves plenty of time to prepare for their visit. Our website runs from September 1st to early December.
OMG I WANT IT ALL!!! How do I place an order?
After you have finished browsing all our adorable elf goodies and have planned all the items your elf, just has to have, click on the "ADD TO CART" button to place it in your Shopping Bag. After you have come up with the excuses to justify why your elf MUST have these items and how to explain it your partner, bank or Children why you wont eat for the next week. Follow the directions through the checkout process to complete your order.
Your order will not be placed until the very end of the checkout process, so you still have time to come up with those excuses. Here you will be asked for your preferred payment information. You may order using PayPal, Visa, MasterCard, Zippay & Afterpay, unfortunately as much as we do love and appreciate you, no you can not pay with your love. Our elves just like you need to eat and have a place to sleep.
How can I pay for all my elf goodies?
Unlike Santa we have several methods of payment.
These include: Credit Card (Visa, Mastercard, AMEX), Paypal, Apple Pay, Afterpay & Zipay. Sorry again we don't accept payments of Love, cookies, sweets or Cake.
If I place a really large order, can I receive a discount?
We appreciate all orders no matter their size. We are all about spreading the Magic to as many people as possible. To assist with this we aim to keep all of our products as affordable as we can, in doing this we are unable to provide any further individual discounts on first orders.
However Join our Elf Perks account to earn points and discounts on all future orders
If your cart does come in over $100 AUD our elves will grant you with Free Shipping Australia and New Zealand wide at checkout.
GAH! My cart empties when I go to the checkout?
Don't worry we feel your pain. This site uses Javascript and cookies to keep track of your order as you browse our website. Just like those annoying tech support guys asking if you have turned your computer on. Make sure your browser's settings allow Javascript and cookies to run or else we can not process your order. If all else fails delete your cache, these two steps usually solve your problem.
Is it safe to order on My Magical Moments®?
My Magical Moments® is encrypted with 4096 bit encryption via RapidSSL. This ensures your data is kept safe and encrypted as your data travels the web. So Don't worry that Grinch won't be stealing anything from you on our page
Products
Can my children play with your products?
As our entire range is designed to be used by an Elf, we do not recommend nor encourage the use of any tiny human especially those under 3, to play with our items due to small parts and chocking hazards.
Despite our range is made really well from a variety of materials, the intended purpose and use for our items are for display purposes only.
Can my children play with the Elf?
As adorable and as fun as My Elf Friends® are, these are not designed as a toy or for children to play with. These were designed to be handled by adults and for display purposes.
Where else can I find your products
As we design our range exclusively for our brand, so that we can offer our customers the best possible price, oversee quality control and guarantee your little humans won't catch our products in store and loose the magic, we provide our range exclusively to our website. This includes our Design patent protected My Elf Friends®, My Elf Baby® and My Elf Toddlers®
My Elf doesn't always stand, why not?
Despite being Magical My Elf Friends® can not defy the law of gravity, depending on what pose your elf is in, what they are holding, determines if they will need some patience and adjustments to stand. If you find your self beginning to curse Issac Newton, and longing for that bottle of wine, blue tac can be your best friend.
Is it suppose to be this fiddly to dress my elf?
Just like dressing a wriggly baby, your elves can be just as unforgiving when being dressed. Unless your elf is the magical kind that dresses itself, depending if your elf is wired or not, you may need patience in pushing hands, feet and limbs through costumes.
Where are your products made?
Just like Santa's elves we make our range from the help of elves all around the world. Our products are exclusively designed by our Top Elf Boss Lady here in Australia. We then work with many family owned business all around the world to help bring our products to life. Some of these are made right here in Australia on site with the help of our local elves.
What Elves are compatible with your props?
Our props are compatible with a wide range of Elves and toys including the original Elf On the Shelf®, Elves Behavin' Badly, An Elf For Christmas as well as our own My Elf Friends®. For more details please see our listings
Are You Associated With Any Of The Elf Brands Seen In Your Pictures?
No, here at My Magical Moments® we are our own brand, we design our props to be compatible with a wide range of elves and toys. We are Not sold or authorised by Yuletide of Japan (original Knee Hugging Elves), The Elf on the Shelf®, Elves Behavin' Badly or An Elf For Christmas, or any other elf branded products used in the photographs. My Magical Moments® is not associated in any way with the above companies.
Shipping
Where are you based and ship from?
It's far too cold for us at the North Pole, our elves pick and pack all orders from Tamborine 4270 QLD, Australia
Can I view these adorable items in person?
Our Elves don't do well around people, Poke and Augustus are known to bite. To protect your fingers and keep our prices down we have an online store only.
How much do you charge for shipping?
We offer flat rate shipping of $10 AUD in Australia & New Zealand Wide. Or Free if you spend over $100 AUD Australia & New Zealand Wide
For international orders, this price is calculated based on the weight of your items and your location. This is the price we are charged by our postal service no extra fees are added to this price.
I live close by & don't want to pay for shipping, can I pick up my order?
Unfortunately due to OH&S reasons only our Elves are allowed to be at our location, so we are unable to offer pick up services
Do you ship internationally?
Just like our Elves My Magical Moments® love to spread a little Magic to all parts of the world. We will happily send our products internationally. When you reach check out you will be able to select the shipping option that suits your requirements, sorry using Santa's sleigh isn't one of them.
Being based in the land down under. It is the buyers responsibility to check with their local customs for any further expense from fees and charges prior to ordering from us In Australia. These charges have nothing to do with our company is completely out of our control.
Do you offer a signature on delivery?
Yes. We know how important it is to ensure your order arrives to you safely. All our parcels are shipped with Signature on Delivery requested, this means you or someone in your household will need to be there to sign for them. If no one is home the parcel will be taken to your local post office.
Sadly Australia Post, contractors do not always leave a card, so we encourage that you track your parcel to ensure your order, in case it needs to be collected from your local post office.
When will I receive my box of Elf goodies?
Our elves like to work super fast here at My Magical Moments®, we aim to dispatch your parcel within 24 hours (Monday to Friday) of us receiving your cleared payment. Depending on your location our orders tend to arrive within 1-4 days for Australian customers and 1 week for international *
If you have selected to have your order Express shipped and we have received your cleared payment by 9am Monday - Friday, our elves will have them packed and sent the same day.
*Postal delays can be experienced. Unfortunately, this Is something out of our control and we do appreciate your patience. International customers can experience waits up to 4 weeks and Australian-based customers up to two weeks
Can I track my parcel?
Yes, and you don't need any elf magic to do so. We send all orders out with tracking, this is emailed out to you once we ship your order. If you have not received your tracking via email this may be sent to your spam or junk folder.
Delivery & Order Issues
My order didn't arrive, what do I do?
Sadly as we are not as magical as Santa and his sleigh, we must rely on Australia Post to deliver your order to you, so our elves are not always able to see its safe arrival personally.
If your order seems stuck in transit or it says its delivered to another elf that is not you, please contact us so our elves can assist you and investigate this further for you.
If in the unfortunate instance your order is deemed lost. We will reship your order immediately or provide a full refund to you.
I have an issue with my products, what do I do?
We never want our customers to experience any issues with their order. If you find that your items were damaged in transit or are faulty in some manner, please contact us within 24 hours of receiving the goods or noticing the fault and we will organize for their return and arrange a refund for your purchase or send a replacement product immediately. We never want an elf to be inconvenienced on their special visit.
Change of mind purchases September - November *
We understand that sometimes you can get a little carried away when ordering on our website. If you decide when your order arrives your elf won't be able to use a prop. You can contact us within 48 hours to organise their return. These items must be in their original condition and undamaged packaging.
Unfortunately, as it is a change of mind, the buyer will incur the cost of return postage.
Once we receive the item/s in the above condition we will refund the product price immediately to your chosen payment method at the time of your order.
We have the right to charge a 10% final value fee for any cancelled or returned items for simply a change of mind.
*As we are a seasonal business, ALL change-of-mind purchases are non-refundable after December 1st.
Wholesale & Purchase Limits
I own a business & would love to wholesale your accessories?
Sorry, to keep our brand extra Magical, at this present time, we do not offer or allow the resale of our elf accessories for profit. For this reason, we have a 4 of the same item buying limit per person on all our elf range.
What happens to my order If purchase over the 4 item purchase limit?
Orders containing more than the allowable limit will be contacted and adjusted accordingly, with the refund given in accordance with our refund policy, If you are caught doing this on more than one occasion and it is not for personal use, your account will be blocked from future ordering and put on our elf naughty list.
Can I purchase more than 4 of the same Elf items if I am not reselling?
If more than the allowed limit is required ( e.g. for your large family of elves, or for a preschool, school etc) Please contact us prior to ordering, so that our elves can make a note to not adjust your order.
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