1. My baby loves more than anything to suck on the rattle and now it's getting a little rough due to the moisture, how can I stop this from happening?
The easiest way to ensure the longevity of your noc noc toy is to place it in a glass heirloom pantry and let baby stare at it from beyond the glass. However, if like us, you want your baby to appreciate their belongings, the best thing is to wipe the toy with a slightly damp cloth to clean it, then wipe dry with a tea towel. DO NOT under any circumstances put it on a full wash cycle in the washing machine, as this will only cause splinters in your pyjamas. Once dried completely, reapply a small amount of Noc Noc Organic Balm using a small fine hair paint brush. Or if you are looking to smooth some old wrinkles, feel free to use your fingers and kill two birds with one stone.
2. One of your stunning wooden blocks was used as a projectile during sibling rivalry and now has a chipped corner, how can I restore the block?
Our light weight Linden wood used to make our wooden blocks responds very well to light sanding. We use a 3M sandpaper product called Sandblaster. It is a 320 Grit, Very Fine, smooth finish sandpaper product. You can also get this product in a smaller sponge product that can be easier to use on curved surfaces. Please contact your nearest 3M retailer. A simple sanding of the edge or corner that is chipped with the sandpaper will see your rough block back to (almost) new in no time. If the block is used as a projectile again, please instruct your child to change the side that hits the intended target thus evening up the chipped corners. Don’t forget, a reapplication of our Noc Noc Organic Balm on the blocks will also bring back the gloss and colour of the wood.
3. We’ve had our wooden rattle and ring stacker now for over a year and it's STILL used daily. I’m just wondering how I can bring the wood back to its glassy smooth finish?
We have offered a restoration service to customer’s previously, however we have been promptly reminded that there is no way their child would survive without their toy for more than a few hours. With this in mind we can highly recommend a sanding and embalming process to bring you're toy back to life. We use a 3M sandpaper product called Sandblaster. It is a 320 Grit, Very Fine, smooth finish sandpaper product. You can also get this product in a smaller sponge product that can be easier to use on curved surfaces. Please contact your nearest 3M retailer. A simple light sanding of all edges followed by a reapplication of Noc Noc Organic Balm will ensure your toy is good to go for another year. Depending on use, wear and tear and drool content, you may need to sand and balm more than once a year. A light sanding every 6 months will not damage or harm the toy. Just make sure baby let's go before you begin work.
4. Do you have a product that protects the wooden toys from moisture, hmm, when I say moisture I mean baby drool……lots of it.
Noc Noc hand produces our own blend of Organic Jojoba Oil and Organic Bees Wax balm to apply to all of our toys when they are lovingly crafted. This organic balm is included in some of our baby bundle and gift sets, however you can also purchase small carry anywhere tins for emergency application to seal the wood from constant drool. We highly recommend application of the organic balm to all of our wooden toys at least once every 3 months. This will ensure that you never have to endure that tantrum while your baby’s favourite toy is out of action.
5. Do your products meet any toy standards that ensure they are safe for my loved one?
All Noc Noc toys meet stringent Australian standards for toy safety. In particular we ensure that our products comply with the mandatory safety standard for toys for children up to and including 36 months of age (Australian Standard AS/NZS ISO 8124.1:2003, as amended by the regulation).
We like all parents, are aware, that at times, things can go wrong. So for peace of mind, we recommend that you are to the best of your ability always aware of what your baby is putting in their mouth. There is no better safety than being connected and aware.
6. As a concerned parent that is trying to care for my children’s future, I just wondered where your toys are made? Are they mass produced in a factory somewhere?
Sometimes we wish our toys were mass produced as that would make life a little less hectic. However, the good news is that we care about the way in which our products are made to exacting individual personalised standards. Each and every toy is handled by us. There are times where we make something and as we are about to pack it, we collectively make a decision to make the product again because it's not quite up to our standard.
Our toys are handmade by us in our production studio in Lennox Head, NSW, Australia. This region cares so much about the environment and its importance to living life that we could not imagine the large-scale production of our products beyond hand-made. Each and every product is made with meaning and connectedness. There’s no faceless proliferation of multinational greed in our business.
7. I’m really loving your personalisation options, but I was wondering if I could have a slight change to the wording on the rattle I would like to purchase.
We love personalising our toys for you and it is your feedback that has led to many of the products that we now sell. If we do not offer something that meets you're needs right know, then please make contact and chat to us about what you would like. We are happy to discuss your request and determine if it is doable. Sometimes people want a bit too much on their toy and we have to be careful of available space, but mostly we are happy to try our best for you.
8. I live overseas and was hoping to get a present for my nephew, will you write a personalised note for me and ship directly to the intended recipient?
One of the first things we realised with many of our loving loyal return customers, was how excited they were to receive a personalised hand-written note with their order. As we have grown we have continued this tradition much to the amazement of many (and much to the dismay of Heather’s poor hand). We love creative and thoughtful cards to loved ones and are happy to include your beautiful words. Please leave your personalised note at check out and we will handwrite it on a small card for you.
9. A lot of online shops offer gift wrapping as an added cost. Do you offer gift wrapping?
Like our handwritten notes, we have provided gift wrapping free of charge with every single purchase. No need to ask, we just do it for you anyhow. Whether it's a gift for someone, or just a purchase for you and your baby, it's important that there is excitement and pleasure when opening your purchase. We are committed to using high quality neutral kraft paper for wrapping and organic string decal to add a little something special. You won’t be disappointed.
10. I live in the UK and was wondering what customs duty and taxes I have to be worried about. Do you pay for the charges or do I pay them?
A tricky and painful area of international shipping is that little unknown area of duty and customs fees. Trust us when we say that we know how hard it can be to uncover and determine the appropriate charges. Unfortunately, we do not have enough space to list the seemingly infinite amount of fees and charges applicable to every single country around the globe. We suggest doing a web search for ‘customs and import duties’ for your specific country and be aware of the fees you may incur when shipping our products from Australia. Sadly, we do not pay these fees for you and it is your responsibility to pay them when your purchase arrives, otherwise the products may be sent back to us. If you have any questions about this process please don’t hesitate to get in contact with us and we will walk you through it.
11. I have bought with you many times, I was wondering if there was a discount code for my loyalty?
Thank you so much for being a return customer. We truly love you and appreciate your support. Without your continued support and feedback we wouldn’t be where we are today. As a valued member of our customer community we provide free gifts to exceed customer expectation at random times through your journey with us. We RARELY offer our products on sale due to the high costs involved in handmade wooden products. We also don’t think it is very fair to full paying customers to offer the same products at a cheaper price, all because of lucky timing. Therefore, we try to support our long-term return customers by unexpectedly surprising them with something special along the way. You never know you could be next.
12. I’m really looking forward to receiving my parcel, but it seems to have gone missing, how do I track it?
Really, you are having a problem with a postal service, no way! Well, let's just take this back to the beginning before we go pointing fingers. Firstly, you should have received an email from us as soon as you placed you're order. That initial email thanked you for your purchase and included an Australia Post tracking number. At the time of check out, you would have made the decision to choose regular post, express post or ‘Jump the Queue’. If you are an international customer, you would have had the option to select regular post or trackable post. Depending on your choice of delivery mode and your location, delivery can be an eye of the newt boiling cauldron kind of prediction.
If you have not received an email from us with your tracking details, or you have tried to track you're parcel and there is a problem please contact us immediately and we will follow up with the appropriate postal services on your behalf.
If you have no email, no parcel and you are not on our system, then maybe you were just dreaming of our products mid baby feed session and it's time to make that purchase.
13. I am panicking because I need a gift for a baby shower this weekend, if I purchase personalised items will it get here in time?
Panic no more! We have a solution! You want personalisation? YES. You want the parcel delivered super-fast? YES. Well the answer is simple: Purchase ‘Jump the Queue’ at check out and we will push your order to the front of the production schedule, make it within 24 hours of your order being placed and ship it via Express Post. The only hold up will be how quickly you can get to the front door when the post person arrives. If you are a little unsure about your destination, then please contact us first so we can discuss the likelihood of making your deadline. Whilst we do our utmost best to rush your order, the tyranny of distance can be a lonely road to travel, so keep you're location in mind when you select ‘Jump the Queue’ for that mega important baby shower. We can only control so much.
14. I really love your date of birth personalised rattles; how long does it take to make them and then ship them?
Our personalised items are our most popular toys and therefore we work non-stop on producing individualised high-quality toys. In order to meet production schedules, you can expect your personalised toy to be produced within a 2-week time period. Having said that, in quieter times, we are always pushing to get these done as quickly as possible.
All non-personalised items will be shipped the same day as ordered if the order is placed before 12pm. Non-personalised orders placed after 12pm will be shipped the following day.