FAQs
Frequently Asked Questions
ORDERING
Q. Will I receive an order confirmation?
A. Yes, you will receive an order confirmation to the email you have used to purchase. Please feel free to take a screenshot/photo of your "Thank You" page after purchase, if you would like to retain an extra copy of it. If you have not received one in your inbox, be sure to check your spam folder. Otherwise, contact us at online@thelearningstation.com.au and we will be happy to send it to you.
Q. Can I modify my order after placing it?
A. Please contact our Customer Service team to modify an order. An order cannot be modified within 24 hours of your delivery date or if it has left our warehouse.
Why can't I find or locate a product I am looking for?
We have a search tool that is located at top left corner of our website. Please ensure there are no grammatical errors when using our search tool. If you still find difficulty in locating a product, contact our Customer Service team at online@thelearningstation.com.au
Q. Can I cancel my order?
We are unable to cancel your order 48 hours prior to your delivery date or if it has left our warehouse. If you want to cancel your order, please contact our Customer Service team at online@thelearningstation.com.au
Q. What happens if a product that I ordered and paid is out of stock?
A. We will inform you of the next possible date of when the product is back in stock, where we can possibly ship your order altogether, if you are happy with the new delivery date. Otherwise, we can issue you a refund.
Q. What do i do if I have I been asked to verify my identify?
A. Our system might sometimes flag your order as a possible fraudulent entry when the characteristics of the order are out of the ordinary., using a state-of-the-art detection system.
This can be due to multiple different factors such as using a VPN connection, failing payment methods many times, shipping address being further than 5km from the IP address used.
By verifying your identity, we are able to make sure that the order is 100% legitimate and to also support the movement in stopping online credit card frauds.
Your scanned government ID is deleted immediately after the manual verification process and never kept stored on any of our databases. We also make sure to very strictly monitor this process for your safety and peace of mind, ONLY for verification reasons.
Q. How can I delete my account?
A. Please email our Customer Service team, and we will be able to remove your account from our database.
Q. Where are you based?
TLS products are created, designed, hand made and packed in Sydney, Australia.
Q. How can I check my order history?
A. Once you login, you can find yourself on the order history page. If you have checked out as a guest, please check your emails including your spam inbox. If you can not find your order history after trying afroementioned, please contact us on online@thelearningstation.com.au
Payments & Pricing
Q. How do I pay for my order?
A. Once you have added all your selected products to your cart, click on the trolley icon located in the top right corner. Proceed to checkout, and a new page will appear where you can fill out your contact and delivery information and proceed to payment.
Q. Is there a minimum order amount?
A. We do not have a minimum order amount. If you however, spend $80 AUD or more, you will receive complimentary free shipping.
Q. What are your accepted payment methods?
A. You can pay using Mastercard, Visa, or American Express. On mobile devices, we also accept Apple/Google Pay. If you have a gift card, you may also use this for a partial/full outstanding amount for your order.
Q. When will I receive my refund?
A. After your refund has been processed by our Customer Service team, it can take up to 5 business days to process, other payment providers may take longer. If you have still not received your refund in 10 business days, please contact our Customer Service team at online@thelearningstation.com.au
Q. What happens if I have ordered the wrong items and want to modify my order?
A. You may email us at online@thelearningstation.com.au to modify your order within 24 hours of the order being placed. If the order has already left the warehouse and was based on customer input error, we unfortunately cannot issue refunds as the product has already been shipped.
Q. How can I use a discount code?
A. Enter your code at the final checkout page in the box that is located underneath your order summary.
Q. I have paid for my order but my funds are still pending!
A. Some payment providers may hold your funds for 2-3 days as a security measure to verify the transaction in your account.
Q. Do you provide rainchecks?
A. Due to the high demand for our products, we unfortunately cannot reserve products and work on a first come, first served basis. We apologise for any inconvenience caused.
Delivery & Pickup
Q. How long will my delivery take to arrive?
A. Delivery will take around 5-10 business days after it has been marked as shipped. We generally take 1-2 business days to prepare your order but will prioritise it to be delivered as soon as possible for your convenience.
Q. Can I pick up my order?
A. Unforutunately, not as of yet. We are currently working on pick up orders, once we have finalised, you will recieve an email about the changes.
Q. Where will my delivery be left?
A. If you are unable to accept the delivery of your order, it will be left in a safe location. We pack our products in waterproof bubble wrap packaging to make sure your products are safe during the journey from our warehouse to your home.
Q. Do you provide unattended delivery?
A. Deliveries will only be left unattended if there is a safe location. If a safe location is not accessible or available, the courier will take your package back to the depot.
Q. What happens if a product is missing from my delivery?
A. Please email us at online@thelearningstation.com.au with your order number and missing product/s and we will make sure to send out your missing item ASAP or issue you a refund.
Q. How can I make a complaint about my delivery?
A. Please email us at online@thelearningstation.com.au to inform us of your concerns.
Q. I put in the wrong address, what do I do?
A. Please email us at online@thelearningstation.com.au with your order number and your issue. Please remember this is time sensitive so please contact us as soon as you realise.
Q. Do you guys do wholesale/bulk orders? (Example: For schools)
A. Absolutely! Please feel free to email us at online@thelearningstation.com.au with the email titled "Wholesale Order Enquiry" and we will be happy to provide a quote for your enquiry. We will also be happy to provide an invoice so you may forward this to the school's finance department for claiming the cost of the order.
Gift Cards
Q. How do I redeem my e-Gift Card?
A. You can use your gift card by entering the code in the white box located underneath your order summary.
Q. My e-Gift card is not working
A. Please email us at online@thelearningstation.com.au about any concerns and our customer service team will get back to you.
Q. Can I use my e-Gift Card as a payment method?
A. Yes, gift cards hold a monetary value and if your gift card is equal to or greater than your cart total amount, you may use this as a payment method for the entire order.
Collaborations
Q. I am a creative educator and a passionate artist, how can I collaborate with TLS?
A. If you are as passionate about creating and designing as we are, we want you! contact us on online@thelearningstation.com.au and the marketing team will get back to you.