FAQ

+ General

Q. Is CreamHaus product safe?
Yes, they are free of pthalates, PVC, BPA, formamide, lead,fire retardants, hazardous chemicals and other VOC. We have proved that our mats are completely safe for infants and toddlers by acquiring OEKO-TEX Standard 100 , class 1(infant & toddler) known as the most strict and trusted certification in the world.


Q. How to clean them?
Clean any dirt with a cloth moistened with a neutral detergent and wipe with a dry cloth. (Oily paper or cleansing tissue may smear after wiping the mat). Marks from oil-based pens (ball point pen), oil-based crayons or coloured pencils may not be removed.


Q. Can I put heavy stuff on the mat?
No, I would not recommend. The surface of the mat might not be restored if it is kept under the pressure of the heavy objects for a long time.


Q. Are they waterproof?
Yes, however do not leave them long time. Wiping with a wet cloth may cause mold, cracks in the mat or bad odours from moisture. Use after drying completely in a well-ventilated place. All our products are steamed at high temperature before being packed so there is no need to clean them before use.


+ Legal

Q. Warranty/Return/Exchange
CreamHaus Australia Warranty covers any manufacturing & shipping defects for up to 1 year.

This warranty DOES NOT cover claims and damage from:
1. Normal wear and tear
2. Misuse such as, but not limited to, improper storage and product care
3. Maintenance and use other than that indicated in the user guide
4. Abuse, neglect, carelessness, or accident
5. Caused by the modification or alteration of the product

Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.


Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at creamhausaustralia@gmail.com and send your item to: CreamHaus AUSTRALIA, UNIT2, 4 BRIDGE RD, HORNSBY NSW 2077, Australia. We do not refund or exchange if you simply change your mind or wrong size/colour if the product is already unboxed


+ Shipping

Q. How long does it take to receive the order?
If stocks are available usually, it takes 3-7 days from the payment processing. If you want urgent delivery (such as 1-3 days from order made), please contact creamhausaustralia@gmail.com.However, such as Pre-order products it might take 4-6 weeks.


Q. Can I pick up rather then delivery?
Yes, of course. You can visit our retail shop at 2/4 Bridge Rd Hornsby NSW 2077. Pre-appointment is required.