Thanks for spending time at our store - we appreciate your visit, and hope that you find shopping with us an enjoyable and successful experience.

Here are some answers to the questions that we get asked most often about Just Sylvanian Families. If you have a question that is not answered below, please ask us by clicking here.

Are my details secure?
Do you deliver overseas?
How long will my order take to be delivered?
How much do you charge for shipping?
How can I pay for my order?
When will my credit card be charged?
My order is a gift - can it be gift wrapped?
Can I include a special message?
Can I check the status of my order?
Can I pick up my order from you?
Do you offer a Lay-by Service?
How do Partner Promotions work?
How can I contact you?
How does the Online Chat facility work?

How does the Pre-order/Pre-Pay discount work?

Lay-by Terms
If you wish to use our Lay-by service we require a 10% deposit payable at the time you place your order. We then ask for regular monthly payments, in equal instalments, for the duration of the Lay-by. Sometimes we can agree on a different payment arrangement so please talk to us first.

In most cases you may have up to 6 months to pay off your Lay-by. But if you want your order delivered earlier you must pay off your Lay-by at least 14 days before your chosen delivery date if your order is under $500 or at least 30 days before your chosen delivery date if your order is over $500.

You have the right to cancel your Lay-by at any time before the end of the Lay-by period. If you cancel your Lay-by please contact us and tell us and we will refund you the amounts you have paid on your Lay-by less a $15 administration fee.

We may cancel your Lay-by if you do not keep to the agreed terms (e.g. you do not pay off your Lay-by in time, or you do not make your regular payments). If we do cancel your Lay-by we will refund you the amounts you have paid on your Lay-by less a $15 administration fee.

The advantages of our Lay-by plan are:

• We will hold the Gift in storage for you (no need to hide it from your child)
• You may be able to afford a higher value gift saving over a longer period of time
• You are guaranteed to get it delivered before Christmas knowing the challenges of courier deliveries etc at that time
• You can add other gifts to your initial order at any time

Customer service assistance is available by telephone 7 days a week, 9.00am to 6.00pm (New Zealand Time), on +64 9 828 7950 or 0800 8287950.
We have a Real Time Customer Chat Service available in normal office hours. Please click the Icon on the RHS of your screen labeled "Live Support" and you may ask your question. If we are available, it will be answered immediately. If for any reason the call is not answered, you can leave a message and we will get back to you asap.

You may also fax us any time on +64 9 828 7950 or 0800 8287950, or click here to e-mail us.
You can also write to us at Out To Shop Ltd, PO Box 19351, Avondale, Auckland, New Zealand.
You can email us on office@outtoshop.co.nz

Our Office address is Out To Shop Ltd, 19 Crayford St, Avondale, Auckland, New Zealand.

How does the Online Chat facility work?
The Out To Shop Etail Group have teamed up with ProvideSupport.com to provide you a means of chatting with us in real time. This is useful if you want a quick answer to your question (email responses can be delayed sometimes) especially if you are overseas and not sure of the time here in NZ. As a general rule, if you see the Chat Icon for "Live Support" showing as "ONLINE" then one of our customer services team is available to chat with you. There are times in the day when we may not be able to respond immediately in which case, please leave a message and we will get back to you asap. The operation of this chat facility works like this:

1) Click the Chat button and a pop-up box appears on your screen where you can enter your name, email address & Phone number. Next-as we have multiple web stores please select the store you are enquiring about e.g. "Just Sylvanian Families-Specialty Store". Finally enter your message or enquiry in the text box.

2) Click "Start Chat" and that then rings an alarm on our PC's to advise us of an incoming caller. Your details and initial message come up on our screen. We then "accept caller" and begin a chat session with you in real time!

3) If we are unable to accept your call or the chat icon shows "OFFLINE", you can leave a message and we will get back to soon as possible.

How does the Pre-order/Pre-Pay discount work?
We offer Logged-in Account holders the ability to pre-order new arrival products as listed at the bottom of the Home page "Upcoming Products". The discount of 5% applies when these products are ordered up until the "Date Expected" i.e. when we expect to start deliveries of the new products. The discount is only valid if you pay for the pre-ordered product up front (i.e at the time of ordering) using any of the payment methods shown.