Contact us
Questions about which tap, mirror or play tents suits your playroom, your order or delivery? We are happy to help.
A person on our team reads every message and replies as soon as we can, usually within one business day. No bots and no runaround.
If you are chasing an order, include your order number and the email address you used at checkout, and we can pull it up straight away. You can also check progress yourself on the Track Your Parcel page once you have a tracking number.
Company information
Full business details, published openly, so you always know exactly who you are buying from.
- Company namePrincess Tent Company, a division of BuyFactory Direct Pty Ltd
- ABN30 656 628 938
- Administration officeSuite 307, Norwest Central, 12 Century Circuit, Norwest NSW 2153, Australia
- Phone+66 (0) 98 391 3877
- Emailtheteam@princesstent.com.au
Orders of $60 or more ship free with tracked delivery (a flat $22 below that), in 5 to 7 days after a 24 to 48 hour handling time. This is an online only shop: there is no showroom and nothing is collected.
Frequently asked questions
What is the fastest way to reach you?
Email theteam@princesstent.com.au. Most emails are answered within one business day.
I have not received my order. Is it lost?
Check the tracking number in your shipping email first, and allow a couple of working days if it has not moved, because carriers often scan only at the depot. If it still has not moved, email us with your order number and we will chase it.
What should I include when I email about an order?
Your order number and the email address you used at checkout. That is enough for us to find it.
Can I change my order after paying?
Tell us within 12 hours of paying and before it ships. A 12.5% service and processing fee applies to a cancellation, and once packing has started the order cannot be cancelled.
Do you answer at weekends?
Emails are answered within one business day, so a weekend message is usually answered on the Monday.
Where do I go if I am unhappy with how something was handled?
Email caseresolution@customersupport.care with your order number and a person will look at it again from the start.