FAQ

FAQ main image FAQ image

What are your opening hours?

Melbourne 10am-4pm Wednesday to Sunday

Samford: 10am -4pm Wednesday To Sunday

 

Where are you located?

Melbourne: 6 Smith Street Collingwood Vic 3066

Samford: 20 Station Street Samford QLD 4520

 

What is the phone number for your Melbourne store?

0490332623
 

What is the phone number for your Samford store?

0490868787

 

 

What are your opening hours over the Christmas school holidays?

Samford: 10am -4pm 7 days a week

Melbourne: 10am -4pm Wednesday to Sunday

 

What are your opening hours over Christmas?

Both shops are closed the following days: 25th 26th, 27th, 28th Dec and 1st Jan

 

Is everything that you sell online the same in store?

No, not everything you find online is available in our stores, and we also have some items in store that are not available online


 

I have a problem with my online order can I ring the store?

No, you will need to email us at magic@thestoreofrequirement.com.au for all online related issues.

 

If I purchase something online can I return it for a refund instore?

If you purchase an item on line it can be returned to one of our stores, however the refund will be processed online not instore.


 

If I purchase something online can I exchanged it instore?

Yes, as long as it is for the same value and adheres to our refund/exchange policy.


 

Do you sell gift vouchers?

Yes, we have gift vouchers available. Our vouchers purchased online can be used both online and in store. Our vouchers purchased instore can ONLY be used instore.

 

 

How long do I have to use my gift voucher?

There is no expiry on our online vouchers. Our instore vouchers have a 3 year expiry.


 

My “Secret code” is not working when I am trying to check out using an online voucher, what can I do?

1.  Choose your product(s) put into 'CART' and head to "CHECKOUT"

2.  Complete personal details and click on "REDEEM VOUCHER"

3.  From the attached Gift Voucher COPY & PASTE the following into the designated sections

     Voucher Code: {Paste Voucher Code}

     Secret Code:    {Paste Secret Code}

4.  Scroll down to the "Apply Credit" box (on the left hand side under Payment Details) and type in the amount you wish to redeem from the voucher

5.  Choose how you would like to pay for the remaining balance and click "CONFIRM & PROCESS"


 


 

My parcel still hasn’t arrived, what do I do?

You will receive tracking information from us once your order has been dispatched, please follow the links to track your parcel, alternatively please email us at magic@thestoreofrequirement.com.au with your order number and we can investigate it for you.


 

I am looking for an item that I saw on your website but it is not there now, how can I find it?

There is a “Notify me” link for our items that are out of stock. Click the link and follow the instructions, you will receive and email when the item comes back in stock for you to purchase


 

I am trying to use Afterpay but it is not letting me, what should I do?

Our Afterpay has a minimum order of $50, if your order is over $50 and still not working please email us at magic@thestoreofrequirement.com.au


 

What is the difference between standard free shipping and standard shipping $6.95?

Standard free shipping does not always come with a tracking number, our standard shipping $6.95 and express shipping will always come with a tracking number.

 

What is in the box of secrets?

Each box has double the value worth of products in it. Each box is hand picked with magical items that will delight anyone that receives it.


 

Why has my box of secrets not been packaged into another box for mailing?

Our box of secrets box is a mailing box, so it will arrive without any other packaging. If you would like to give the box as a gift, we suggest letting us know when checking out in our “add delivery instructions” and we will package it in a protective box for you. You will receive an invoice for the extra packaging.


 

Is there a phone number for the warehouse?

Please contact us via email magic@thestoreofrequirement.com.au for ALL online enquiries, our instore team can not assist with online enquiries.
 


 

Do you have potions/wand classes in Melbourne?

No, we only offer workshops in our Samford store.


 

How long does the potions and wand classes go for?

Our potion and wand classes are 1 hour long


 

What age is best suited for your classes?

Our classes are suited to anyone aged 5 and over. Anyone under the age of 5 will need to have a parent/guardian to help them.


 

Does the parent/guardian need to purchase a ticket for the classes?

No, only the person doing the class needs to purchase a ticket. Parents/guardians are able to stay to watch and supervise.


 


 

Are your stores wheelchair friendly?

Yes, both of our stores are wheelchair accessible


 

Do your stores have bathrooms?

No, the closest bathroom for Melbourne is McDonalds next door

The closest bathroom for Samford is the John Scott park across the road, follow the red path.


 

Do you sell your butterscotch brew to take away?

Yes we have our very own cans of Butterscotch brew for you to take home and enjoy

 

Are you hiring at the moment?

We are always on the look out for new house elves, please send a resume to magic@thestoreofrequriement.com.au and state which shop you are interested in working in.

 

Do we need to book?

No, you do not need to make a booking to come to our stores. There are density limits as per our covid safe plan, and can sometimes be a short wait to enter the store.


 

Do I need to be fully vaccinated against COVID 19 to come to your store?

Currently our Melbourne store requires all customers to be fully vaccinated.


 

Are your staff fully vaccinated against COVID 19?

Yes all our staff members are fully vaccinated.


 

Do you offer Click and Collect from your stores?

No, at this stage we only offer delivery or instore purchases.


 

Is there still a café in your Melbourne store?

Unfortunately we have had to permanently close our party room and café in our Melbourne store. We are still able to provide you with delicious take home can of butterscotch brew.


 

How long does the school supplies and owl tasker game take?

A little over 1 hour as there is a small introductory video to watch first.


 

Are the school supplies game and owl tasker adventure the same difficulty?

No, the owl tasker game is more challenging that the school supplies. We recommend 12+ for the owl tasker adventure, however it is not restricted.


 

How many people can play the school supplies and owl tasker game?

We recommend no more than 6-8 people per tablet.


 

Do I need to have a strong Harry Potter Trivia knowledge to complete the tasks?

No, the games are problem solving based.


 

Can I get sorted into my house at your shop?

Yes, our friendly witches and wizard staff members will happily sort you into your house.


 

I need to cancel my booking for the classes/wizards adventure game, when will my refund come through?

It can take up to 5 business days for the refund to be processed.


 

What is your return policy?

RETURNS & EXCHANGES

Thank you for shopping at The Store of Requirement, we hope you are happy with your item. If you wish to return or exchange an item, please follow the return process below and return to us within 30 days of purchase.   

 

Can I return or exchange my purchase?

 

Where was Purchase Made

How does the item need to be returned

Can I get an exchange?

Can I get a refund?

Online

Via Post

No

Yes

In Store

In store

Yes

Yes

 

Return Policy

  • Returns can be made up to 30 Days from the date the item is delivered

  • Items must be returned in original condition and packaging

  • Customer is responsible for return postage

 

Online Return Process:

  1. Ensure original condition and packaging and within 30 days

  2. Print return form (DOWNLOAD REFUND FORM)

  3. Pack item in secure packaging

  4. Include copy of invoice and refund form

  5. Post item to return address:

The Store of Requirement

PO Box 919

Samford QLD 4520

 

Please allow 3 to 5 days from the day your return is received for your refund to be processed. Your refund will be processed to the original form of payment only.

 

Do not complete the return form for damaged or faulty goods – please contact our resolution centre directly here: https://www.thestoreofrequirement.com.au/_myacct/warranty