Frequently Asked Questions – Gift Shop
1. ORDERING
a) Do I need to open an account in order to shop with you?
No, you don’t need to. You can make purchases and check out as a guest every time.
However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.
b) How do I /create an account?
Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal details.
c) How do I order?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchase and payment.
d) I have problems adding items to my shopping cart
You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.
e) How do I pay for my orders?
We accept payments via Afterpay, Zip Pay and Paypal and all major credit cards such as Mastercard & VISA.
f) Can I amend and cancel my order?
Unfortunately we are unable to cancel an order once it has been placed. It is advisable to check your order before finalising it by making the payment.
g) I have a discount code, how can I use it?
Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.
h) How will I know if my order is confirmed?
After you make the payment and if it is successful, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. The orders will only be shipped when your payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
2. SHIPPING & DELIVERY
a) When will my order be processed?
We guarantee your purchased item will be processed and dispatched within 24 hours from the time your payment is received ( Monday to Friday ). No dispatches on weekends and public holidays.
b) How long will it take for me to receive my order?
Once your order is processed and the payment is received, you will receive an email with tracking information. Delivery times are estimated by your location and are to be used as a guide only. Please allow up to 1-5 business days, There may be delays around public holidays. In the event, the delivery time falls outside of the times we have promised, we will be in contact with you to advise you of the delay. We appreciate your patience and understanding.
c) How can I track my delivery?
Once the order has been dispatched, an email confirmation will be sent to you with the tracking number.
Track your deliveries here
d) What are the shipping charges?
- Standard Shipping – $15
3–10 business days. Every hamper is thoughtfully packed to arrive safely and elegantly. - Express Shipping – $20
1–3 business days. Perfect for last-minute birthdays, corporate gifts, or spontaneous gestures.
Melbourne Local Options
- Same-Day Pickup – Mount Waverley VIC (Free)
Orders placed before 10 AM are ready for collection between 5–8 PM the same day. Orders after 10 AM are ready the next business day. - Same-Day Delivery – Melbourne Metro ($25)
Available for registered Melbourne customers. Orders placed before 10 AM are delivered 5–8 PM the same day. Orders after 10 AM are delivered the next business day. A seamless way to send a thoughtful gift at the last minute.
e) Can I change my shipping address after my order has been confirmed?
Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.
f) Do you offer Refunds?
We want you to be happy with your purchase and we apologise if it is not. We consider all our sales to be final.
g) What if my purchased gift(s) is/are damaged?
If your item arrives damaged, please email us on gifts@ninifido.com.au with a photo of the damaged item within 48 hours of receiving the gift box.
h) Can I personalise/customise my gift box?
You certainly can. We are more than happy to add that special touch and personalise your Gift Box to make it extra special. You can do this at the time of purchase.
i) I have not received my gift, what should I do?
Kindly drop an email to gifts@ninifido.com.au if you have not received your Gift Box. Please use the tracking service to verify the status of your delivery. We will assist you accordingly.
j) Do you ship outside Australia?
Sorry!!!. We do not ship outside Australia at present.
Frequently Asked Questions – Event Hire
1. Do you deliver and collect the hired items?
Yes. We provide both delivery and collection of all hired items. We will deliver the items to the agreed location and return to collect them after your event.
2. Where do you deliver?
We deliver within the Melbourne Metropolitan Area only.
Please note that we do not deliver to Melbourne CBD.
3. Do you deliver to apartments or buildings?
We deliver to ground level only. We do not deliver hired items to upper floors, apartments or other elevated levels within buildings.
Someone must be present at the agreed delivery location to receive the items.
4. How long will the driver wait for someone to receive the delivery?
Someone must be ready and available to receive the delivery at the agreed time.
Our driver will wait for a maximum of 20 minutes. If no one is available after this time, additional delivery or waiting charges may apply, and the delivery may need to be rescheduled.
5. Do you set up or pack away the hired items?
No. Delivery and collection do not include setup, styling, unpacking, dismantling or packing away of the hired items.
Customers are responsible for setting up and taking down the hired products.
Before our collection, all hired items must be packed together and placed in an accessible ground-level location so our team can safely and efficiently load them into our vehicle.
6. What happens if the items are not ready for collection?
Our collection service includes a reasonable loading time.
If the hired items are not ready to be collected and our team is required to wait for more than one hour, an additional waiting/loading fee may apply.
To avoid additional charges, please ensure all items are packed and ready for collection before our scheduled arrival.
7. Is the security bond refundable?
Yes. Your security bond will be refunded once we have collected the hired items and confirmed that they have been returned in acceptable condition.
8. How will my bond be refunded?
The bond will be returned using the same payment method used to pay for the hire, wherever the payment system allows.
Please allow the applicable processing time for the refund to appear in your account.
9. What happens if an item is damaged or broken?
All hired products must be treated with care.
Our hire products are intended for indoor use only. Any breakage, damage, loss or missing item may result in a charge for the cost of repair or replacement.
The applicable amount may be deducted from the security bond. If the cost of the damage exceeds the bond amount, the remaining balance will be payable by the customer.
10. Can the hired products be used outdoors?
No. Our hired products are for indoor use only unless we have specifically confirmed otherwise in writing.
Customers are responsible for ensuring that the hired products are used in a suitable indoor environment.
11. Can I cancel my booking?
Yes. Cancellations can be made at least 6 weeks before the scheduled delivery date.
If you cancel within this timeframe, you may be eligible for a full refund. Please contact us directly to request a cancellation and refund.
12. What happens if I cancel less than 6 weeks before delivery?
Cancellations made less than 6 weeks before the scheduled delivery date may be subject to our cancellation terms and conditions.
Please contact us as soon as possible if you need to cancel or change your booking.
13. Can I change my delivery date?
Please contact us as soon as possible if you need to change your booking date. Any change is subject to availability and our applicable hire terms.
14. What do I need to do before delivery?
Please make sure:
- Someone is available to receive the items.
- The delivery location is accessible at ground level.
- There is sufficient space for our vehicle and team to safely deliver the items.
- There are no stairs or upper-level access requirements.
- The person receiving the items is ready at the agreed delivery time.
15. What do I need to do before collection?
All hired items must be removed from their setup, gathered together and packed safely in one accessible ground-level location before our collection time.
Our team is responsible for collecting and loading the items only. We do not dismantle, pack or clean up the hired products.
16. What if I need help with setup or pack-down?
Our standard hire service does not include setup or pack-down.
If you require additional assistance, please contact us before your booking so we can advise whether an additional service is available and provide a quote.
17. What happens if there is damage during my hire?
The customer is responsible for the hired products from delivery until collection.
Any damage, breakage, loss or missing items may result in repair or replacement charges.
Please report any accidental damage to us as soon as possible.
18. What areas are excluded from delivery?
Our delivery service is limited to the Melbourne Metropolitan Area and excludes Melbourne CBD.
If you are unsure whether your address is within our delivery area, please contact us before placing your booking.
19. Who needs to be present at delivery?
An authorised person must be present to receive the hired items.
Our driver will not leave the hired products unattended unless this has been specifically agreed with us beforehand.
20. What happens if nobody is available when you arrive?
Someone must be present at the agreed delivery time. Our driver will wait for a maximum of 20 minutes.
If nobody is available after this time, additional waiting, redelivery or rescheduling charges may apply.
21. What happens if I need to keep the items longer?
Hire periods are based on the booking details confirmed at the time of hire. If you require the items for longer, please contact us before your hire period ends.
Any extension is subject to availability and may incur an additional hire fee.
22. What happens if an item is missing at collection?
All hired items must be returned at collection.
Any missing item may be charged at its applicable replacement cost and may be deducted from the security bond.
23. Are the hire products cleaned before and after each booking?
All hired products are checked and prepared for hire. Customers are expected to return the items in a reasonable condition and packed appropriately for collection.
Any excessive cleaning, damage or restoration required after the hire may incur an additional charge.
24. How do I make a booking or ask a question about my hire?
If you have any questions about our hire products, delivery area, cancellation policy, bond or booking requirements, please contact us on gifts@ninifido.com.au before placing your booking. We are happy to clarify any requirements before you proceed.
NINIFIDO
ABN 46531525423
gifts@ninifido.com.au
www.ninifido.com.au
Last Updated: Aug 2026